At NES, we make public and clinical-facing software and services. Words matter, and the way we talk about people impacts power dynamics and the culture of care within NHS Scotland.
When talking about specific categories of people, we call them people and call those categories by their name when it adds relevant information to include them. If the persons’ category does not add necessary context or information for the user, we do not include it.
Example: People with long term conditions will likely benefit from filling out a ReSPECT plan with their GP.
When listing both a person and a category, refer to the person first and relate them to their category second. A category could be a condition that they’re living with, a treatment that they’re receiving, or another way that they’re part of a group that interacts with NHS services. Remember that people are first and foremost, people.
Example: Use “people with asthma” never “asthmatic people”.
When talking about people who are looking to achieve a particular goal, we call them people and name the goal.
Example:People who want to book a COVID or flu vaccination can now do so online.
When addressing someone directly, we use their preferred name. If we don’t know their preferred name, we use “you”.
Example (preferred name known): Hi Musa, thank you for letting us know you have arrived at the Prestwick drive-through vaccination centre. We will text you when it is time for you to drive up to the red parking bay.
Example (name unknown): Thank you for completing our anonymous survey, we really appreciate your time.
Remember to always use preferred name if it’s available, don’t default to the person’s first name.
When addressing someone indirectly, we identify them based on their category or goal.
Example: It is common for people booking a vaccination appointment for their child to have questions or concerns.
When someone is known to be in active care, we refer to them as a patient in clinical-facing context only. In public-facing context, we refer to them by name or based on their goal (use the guidance for “Addressing someone indirectly” in this scenario).
Example (clinical-facing): Four patients have requested updates to their ReSPECT information.
Example (public-facing): Thank you for submitting this request to update your ReSPECT information. We have received your request and your GP will get back to you within five working days.
We do not use “patient” in public-facing products and services because people wish to be thought of as people first, they don’t typically self-identify as a patient.
When writing about the population of Scotland as a whole, we refer to them as “the people of Scotland”, “the public”, or “members of the public”.
Example: Our next goal is to give the people of Scotland a public view of their Anticipatory Care Planning data.
Remember to avoid the word “citizens”. The common interpretation of this word excludes many people who live here and use NHS services. The term “Residents” also excludes some people who may be using NHS services.