What this means for your practice
Specify the drafting scope, authorised information and approval route. Keep external release with the responsible person and distinguish administrative wording from clinical or other specialist advice.
An example to discuss with your team
Submit a fictional request outside the permitted drafting scope.
A practical conversation with your supplier
Ask the supplier to try a fictional request outside the agreed scope. Does the workflow direct it to the appropriate person? For an allowed task, follow the draft through review to release. Staff should understand that suggested text still needs the responsible person's judgement and factual checks.
Plan the first improvement
Choose one repeatable communication task for the first trial, such as arranging an administrative follow-up using approved service information. Define what the tool may receive, what it may suggest and who checks the result. A list of excluded tasks is useful when it identifies the review route as well as the boundary. Staff should not have to guess whether an unfamiliar request belongs in the pilot. Provide a few accepted examples and explain why they are acceptable, especially around promises, individual advice and personal information.
Keep the approval step clear even when a draft looks ready to send. Ask how changes to service facts reach the drafting instructions and templates. During review, record why drafts were redirected or rejected. Those reasons help distinguish unsuitable tasks from unclear instructions or missing source information. Expand use only when the responsible owners can explain the working process and the review effort, rather than because the tool can produce more types of text.
How to check the result
Count drafts redirected for missing or inappropriate review.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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