Presenting contact details to authenticated users

[michaelNetCompany]

What

A pattern to use for services who allow users to log in and go on to ask for their contact details

Why

If the NHS knows the person's contact details we shouldn't ask them to re-enter them. This also ensures we have up to date details in PDS, which can be shared across NHS services.

Other information to support your proposal

Here is the development standard for PDS contact details retrieval and modification

Summary

Use this pattern to allow High level verification (P9) users to provide the contact details (email, mobile and home phone) saved for them in PDS.

When to use this pattern

Use this pattern if your service:

• allows users to login via NHS login
• asks users to provide their contact details (email, mobile and home phone)

When not to use this pattern

Use this pattern if your service:

• doesn't have any use for users contact details
• treats contact details as mandatory

How to use the pattern

When you user would be asked to provide contact details, display a Summary list for P9 users. The summary list displays the email, mobile and home phone saved for that user on PDS.

If any of those fields are blank in PDS, they are displayed as 'Not provided' in the list.

If a user decides to change one of the contact details and leaves it blank, for example, they choose not to provide a home phone number, that will be updated in the list to 'Not provided' and it will not be shared with the service. (It will still stay in PDS though).

Changing contact details
If a user decides to change a method of contact, display a text input that allows them to enter their updated contact detail.

Contact details should not be required to access an NHS service.

Use hint text to explain to the user if they leave the input blank those details won't be shared with the service, but they won't be deleted from PDS.

After successfully entering a new contact detail, the user is returned back to the summary list, where the updated contact detail is displayed.

How to ask for phone numbers and email addresses
See the GOV design system for guidance on how to ask for phone numbers and email addresses

Research

We have conducted one round of un-moderated research on this pattern. The write-up can be found here: https://app.mural.co/t/nhsdigital8118/m/nhsdigital8118/1731923431388/adf3a77cae1b4336fbf3f1273b327877c4b206e7?wid=16-1731923450243

Main insights from research:

1. All participants completed the task without hesitation
2. All participants quickly intuited that selecting 'Change' and then leaving the field blank would delete their data from the record
3. All users rated the ease of this task as 7/7

[michaelNetCompany]

We also have a round of research planned with potentially vulnerable patients. The insights from which will be added here when we have it

[david-evans84-NHSD]

For content guidance refer to the NHS digital service manual.