Holdford David
Department of Pharmacy, Virginia Commonwealth University, USA.
Am J Pharm Educ. 2006 Feb 15;70(1):2. doi: 10.5688/aj700102.
This paper describes the use of service scripts to teach pharmacy students how to manage specific practice situations by learning and following scripted behaviors.
Based upon role theory, service scripts require specific behaviors for a broad range of practice problems and communicate consistent messages about the responsibilities of all people involved. Service scripts are developed by (1) identifying scenarios for the script, (2) eliciting the script's structure and content, and (3) documenting the reasoning behind the steps in the script.
Students in a nontraditional doctor of pharmacy program developed scripts for their practice settings. They concluded that scripts were useful for quickly learning new, routine tasks, but expressed concern that scripts could be misused by pharmacists and managers. The process of script development itself was useful in gaining feedback about common practice problems.
By mastering managerial, clinical, and communication scripts, students can develop capabilities to provide professional services.
本文描述了使用服务脚本来教导药学专业学生如何通过学习和遵循脚本化行为来处理特定的实践情况。
基于角色理论，服务脚本针对广泛的实践问题规定了特定行为，并就所有相关人员的职责传达一致信息。服务脚本通过以下方式制定：(1) 确定脚本的场景，(2) 引出脚本的结构和内容，以及 (3) 记录脚本中各步骤背后的推理。
一个非传统药学博士项目的学生为他们的实践环境编写脚本。他们得出结论，脚本有助于快速学习新的常规任务，但表示担心脚本可能被药剂师和管理人员滥用。脚本开发过程本身对于获得有关常见实践问题的反馈很有用。
通过掌握管理、临床和沟通脚本，学生可以培养提供专业服务的能力。
