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

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

3. 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

4. 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

5. 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

6. 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