Not eligible exit page pattern

[sarawilcox]

What

Pattern for exit pages that tell users they've not eligible for something.

Why

There are likely to be a number of teams that have to tell users they cannot get the thing they're applying for.

We are looking at other error pages or unhappy path end of journey pages, including:

• Page not found and service unavailable page, including
• Access denied

Related issue

Note: in the content backlog we have an issue about how we talk about eligibility. We tend to avoid the term.

[sarawilcox]

There's an example from the National Booking Service in 2022 in the content issue about the word "eligible".

#437 (comment)

[david-evans84-NHSD]

The Register with a GP surgery service has two out of catchment not eligible pages. They are:
1.) Hard stop - when GP surgeries are not accepting out of catchment registrations
2.) Speed bump - when GP surgeries are accepting out of catchment registrations, but GP services will be limited.

[sarawilcox]

One from the vaccinations team.

[jolumley-nhs]

Examples from RSV vaccine service in NBS (National Booking Service):

1. Ineligibility sceen:

This screen is shown when we have determined via PDS matching, or checking Immunisation history that a citizen is not eligible to have RSV

2. Out of area screen:

This screen is shown when someone is eligible, but is not in the correct area to have an RSV vaccine at a pharmacy (meaning they cannot book using NBS)

We do call out the RSV areas at multiple points in the journey prior to this, and access to NBS for RSV is largely via invite only, to avoid us having large numbers of 'Out of area' errors being triggered.

We have one ineligible screen for seasonal vaccines (Flu and COVID), and Sara has provided an example of this above.

[LauraJD]

Community survey findings - not eligible

• 56% of respondents have a need for this pattern

How useful would it be to have a common NHS pattern?

• Extremely useful - 38%

• Very useful - 38%

• Slightly useful - 13%

• Don't know - 13%

• 4 volunteers

Key features

• Not available in your area
• How to re-try if error made in entering details e.g. postcode
• Option to by-pass error: 'Continue anyway'
• Reason for ineligibility