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W3C-validated transitional XHTML 5.6 Promoting IP: to individual users and carers
What will individual users and carers need to know?
For any communication to be effective, is important to tailor your style to suit the audience you are trying to reach. Users and carers will be looking for step-by-step information about what an IP is and how it will help them. Effective communication also takes into account factors such as the likely age of the reader, their reading ability and levels of 'literacy about health', whether or not they are likely to use the internet and email, and any disabilities they may have, such as hearing, visual impairment and learning. Information needs to be written in plain English and translated into other languages as appropriate.
"It [the IP] tells you everything you need to know. It tells me all about my illness that I've got and different parts of it. All about pensions and what you can claim and what you can't. It's very clear. I think it's very good." — service user interviewed
Working with users and carers to design and test information is the best way to make sure your final product(s) will be fit for purpose. You might also want to review the pages on accessibility in the 'involving people' section for more information on this.
Here are some of the questions that people will want answered and some reminders of the main areas that the information you are providing will need to cover.
Why would I want an IP?
- Describe how the IP will help users to understand more about their condition, medication and care.
- Describe how the IP will also help them know more about how to get help and support locally, including benefits and local groups.
How does the IP process work?
- Tell people how they can expect IPs to be prescribed and who will be dispensing the information.
- Let people know how they will be assessed for an IP, who is going to prescribe it and how the information will be 'dispensed'.
Taken from the website of an older people's charity: 'Take a look at our free Information Guides covering issues of your health and home, your money and managing your life.'
Taken from a national cancer charities website: 'We offer free information service about cancer and cancer care for people with cancer and their families. We believe that information about cancer should be freely available to all and written in a way that people can easily understand.'
Taken from a national arthritis research organisation: 'We spend approximately £1 million each year on providing information about arthritis and related conditions to members of the public and medical professionals. The pages which follow give you access to the wide range of booklets, leaflets and other sources of information we publish. In most cases the full texts are available on-line in html or as Adobe® PDF files.'
What will an IP cover?
Outline the main areas:
- Medical information about initial diagnosis, treatment and treatment choices
- Information or details of how to get information about any side effects of the treatment, and remedies
- Information about living with the condition
- Signposting to specialist services and other support services including welfare benefits
- Details of local information centres and voluntary sector support groups
- Support for the family or carer(s)
- Condition-specific services
- Information on financial benefits available, and how to claim them
- Information on how to comment on or complain about services.
How and when will I get my IP?
- Explain to the user how to obtain the IP. If there is a separate prescription from dispensing service this will need to be made clear. Include what steps they need to take. If they need to self-dispense, explain how they could do this.
- Explain when they will receive the IP – whether this will be part of the same appointment process or whether they will need to wait a few days.
Who can I ask for help about the IP?
- It is always good customer service to provide a contact phone number in case people have any queries or concerns.
Appropriate communication methods
While one should always beware of over-generalising, different groups of people are likely to find different things helpful. For example:
- Older users:
- printed material
- large print
- clear numbers and contacts for support
- Young people
- postcards and leaflets with graphics
- straightforward English with words they are likely to use themselves
- People with learning disabilities and those with low levels of English
literacy
- 'Easy read' English
- postcards and leaflets with graphics and visual prompts
- Professionals
- e-mailed information, Word documents and PDFs
- links to more detailed, condition-specific information.
On the next page: promoting IP to service providers
