1. Activity 5.1 Confirming Understanding and Making a Plan Providing Quality Contraceptive Counseling & Education: A Toolkit for Training Staff 1

2. Family Planning National Training Centers · Supported by Office of Population Affairs What is teach-back? A method for ensuring understanding in a non-shaming way Asking patients to explain in their own words what they need to know or do An indication of how well YOU communicated the information, NOT a "test" of the patient 2

3. Family Planning National Training Centers · Supported by Office of Population Affairs What is teach-back? A chance to check for understanding and, if necessary, re-explain and check again An evidence-based approach to improving patient-provider communication and patient health outcomes 3

4. Family Planning National Training Centers · Supported by Office of Population Affairs Introducing teach-back “I want to make sure that I did a good job explaining.” 4

5. Family Planning National Training Centers · Supported by Office of Population Affairs The message can be tailored… 5

6. Family Planning National Training Centers · Supported by Office of Population Affairs Why use teach-back? Among patients who could recall their doctor’s instructions, nearly half of the patients remembered the information incorrectly. 6

7. Family Planning National Training Centers · Supported by Office of Population Affairs Why use teach-back? Up to 80% of clients said they forgot what their doctor said to do after leaving the office. 7

8. Family Planning National Training Centers · Supported by Office of Population Affairs What if...? Restate, but... Use simpler language Take more time (longer pauses) with more time for questions. Break up information into smaller pieces. 8

9. Family Planning National Training Centers · Supported by Office of Population Affairs What if... ? Reassess Ask open-ended questions until you and your client feel confident she or he understands needed information 9

10. Family Planning National Training Centers · Supported by Office of Population Affairs When to use teach-back? 10

11. Family Planning National Training Centers · Supported by Office of Population Affairs Key Elements in Closing a Session Use teach-back to confirm your client’s understanding Address any possible barriers to successful method use Confirm your client’s plan for: Access to the method (ideally onsite, or by referral) Effective method use – consistently & correctly What to do if they have questions or problems How to use back-up/emergency contraception Provide contact information for follow up, if the client wishes to change methods, or to receive other services or referrals Summarize with the client the key points to remember 11

12. Family Planning National Training Centers · Supported by Office of Population Affairs Questions/Comments 12

13. Family Planning National Training Centers · Supported by Office of Population Affairs References & Resources The teach back technique: communicating effectively with patients. Kenilworth, NJ: Merck & Co, Inc.; 2011. Available from: http://www.care1st.com/az/PDF/provider/compliance/ cultural_competency/MERCK_TeachBackTechnique.pdf http://www.care1st.com/az/PDF/provider/compliance/ cultural_competency/MERCK_TeachBackTechnique.pdf Schillinger D, Piette J, Grumbach K, et al. Closing the loop: physician communication with diabetic patients who have low health literacy. Arch Intern Med. 2003; 163: 83–90. Kutner M, Greenberg E, Jin Y, et al. The health literacy of America’s adults: results from the 2003 National Assessment of Adult Literacy. Washington, DC: US Department of Education; 2006. 13

14. Family Planning National Training Centers · Supported by Office of Population Affairs Contact us 14