The Health Literacy Demonstrator: What we learned: Improving communication Dr Phyllis Easton Health Intelligence Manager NHS Tayside Lead, Health Literacy Demonstrator Programme

What have we learned about improving communication? Letters, leaflets and face to face interactions

Written communication Suggestions to make appointment letters simpler Even those taking high risk medication do not necessarily understand how to take it safely People are often ill-prepared for medical procedures

Required changes to endoscopy information Two different types of readability software showed that the reading levels of information leaflets including necessary bowel preparation were written at a higher level than the average literacy level of the general population Medical jargon in the leaflets was difficult to understand e.g. CJD or vCJD; Sedation; Sedative; Cannula. Also highlighted were words or phrases that are not necessarily medical jargon but can still be difficult to understand.      Terms used Suggested alternatives Discontinue Stop Prior to Before Potentially Possibly We are working to the principle of providing We provide; or We aim to provide Following After Significant Important

Oral vs. written communication in clinical encounters and subsequent self management Depends on listening to doctor Would like to bring someone along with them Would like to bring recording device Summary of visit would be helpful “Not a big fan of reading” Gets information spoken by family members with experience of condition Mother doesn’t read information, daughter does

What are we doing now? Applying the general principles of our learning from one small project to the wider service Health literacy included in patient information guidelines Health literacy included in consent Exploring the use of simple technology to provide health information Promoting the use of Teach-Back in all clinical interactions