Signpost, don’t advise | Right Decisions

People may ask direct questions about symptoms, treatments, or what they “should do.” It’s natural to want to help, but giving advice can create risk and may lead people to act on information that isn’t appropriate for their situation. Signposting keeps the conversation safe within your professional remit.

Key points

staff can guide people towards evidence‑based resources such as NHS Inform, local services, community organisations, and helplines, and this helps people find trustworthy information without relying on staff for interpretation
personal opinions or anecdotes can easily be misunderstood as advice, so avoiding them keeps conversations clear and reduces the risk of influencing someone’s health decisions
neutral, supportive language helps maintain boundaries, using phrases like “Here are some places that can help” or “This resource explains the options clearly” to keep the focus on information rather than direction
being open about what you can and cannot do helps manage expectations, and people generally appreciate honesty about the limits of your role

The scenarios below illustrate how signposting works in real conversations and show practical ways to redirect questions safely and confidently.

Scenario signposting to NHS Inform

A library user asks, “My knee has been hurting for weeks. Do you think it’s something serious?”

What the staff member might do

The staff member acknowledges that it sounds uncomfortable and explains that they can’t assess symptoms. They open NHS Inform and show the user how to find trusted information about joint pain, including when to seek medical help. They also point out the self‑help sections and the option to contact a health professional if needed.

How this supports Realistic Medicine
The staff member helps the person understand reliable information and make informed choices without offering advice or interpreting symptoms. This reduces harm and keeps the conversation within the library’s role.

Scenario signposting to RDS “Being a partner in my care” toolkit

A user says, “I left my appointment feeling confused. I didn’t know what questions to ask, and now I’m not sure what happens next.”

What the staff member might do
The staff member listens and acknowledges that appointments can feel rushed or overwhelming. They introduce the Being a partner in my care toolkit and show the user the sections on preparing for appointments, writing down questions, and understanding what matters most to them. They help the user find the printable question‑prompt sheet so they can take it to their next appointment.

How this supports Realistic Medicine
The staff member empowers the person to take an active role in their care by supporting shared decision‑making and helping them prepare for a more informed conversation with their clinician.