4.11 The process: Scripts or prompts for IP prescribing

Scripts

Scripts, or prompts, are protocols which have been developed by pilots to guide professionals through a structured process when they are assessing the information requirements of users, completing an information prescription, or identifying the appropriate 'packages' of information to be dispensed.

Scripts act as an aide memoire, or checklist, that supports the prescribing process, ensuring that a consistent approach is used. The checklist script used by Cambridge and Peterborough is a good example.

Scripts are used as part of dispensing processes, to ensure that dispensers are guided on how to provide the right sources information in an appropriate format or delivery channel. Scripts have been developed for staff at the end of phone help-lines or in information centres. Here is part of a script developed by North Tyneside which aims to help staff who are doing follow-up calls maintain a consistent approach.

	Question	Responses	What to do
1	If post: Have you received your information yet? If email: Have you managed to access the information yet?	Yes	— Go to next question
		No	— Why? They should have received their information by now. If computer problems, suggest sending by post. No further questions.
		Can't remember	Remind them what the information was about. Ask whether they think it would be beneficial to send the information again. Yes — send again No — finish phone call


2	Have you read the information? Make a note of their answer for use in the evaluation	Yes	— Go to next question
		Read partly	— Go to next question
		No	— 'If you manage to read the information and you have any questions about the information, please contact your Parkinson's disease nurse.' Confirm they know who their Parkinson's nurse is and have their contact details.

		etc.

Informal tailoring

Informal tailoring describes processes which respond to users' individual needs, but do so without using particularly structured or formal approaches such as pre-determined templates or scripts. This form of tailoring, by its definition, is not pre-defined but relies on a professional's own knowledge and approach to consultations. Consultants and senior clinicians are therefore freer to use their own professional discretion: in many cases they prefer this type of approach because it seems to take up less of their time.

Light touch

The pilots sites which have taken a 'light touch' approach are less likely to use complex templates and scripts. Instead, they may use one stage prescribing or signposting, with less input from professionals. Light touch pilots are more often found in primary and community based settings, although there are exceptions.

In a survey of sites, held as part of the project, it seemed that, where sites provide greater support for tailored IPs, users and professionals were both more satisfied with the IP process.

On the next page: looking at dispensing

Contact the information prescriptions project | Accessibility