How to reduce complaintsfrom patients with lowhealth literacy?Mr Kieran PehmCommissionerHealth Care Complaints Commission
Patient–practitioner relationshipThe old modelPractitioner        Patient= Expert            = lay personActive control of...
Patient–practitioner relationshipWhat happens now?Practitioner            PatientActive control of       Passive recipient...
Patient–practitioner relationshipPreventing complaints1. Being responsive to the level of health literacy   and involvemen...
Thank you.www.hccc.nsw.gov.au
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Kieran Pehm | How to reduce complaints from patients with low health literacy?

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Mr Kieran Pehm, Commissioner, NSW Health Care Complaints Commission, spoke to the HARC network in April 2010 to help us consider how to improve healthcare delivery for people with low health literacy.

HARC stands for the Hospital Alliance for Research Collaboration. HARC is a collaborative network of researchers, health managers, clinicians and policy makers based in NSW, Australia managed by the Sax Institute.

HARC Forums bring members of the HARC network together to discuss the latest research and analysis about important issues facing our hospitals.

For more information visit saxinstitute.org.au.

Published in: Health & Medicine
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Kieran Pehm | How to reduce complaints from patients with low health literacy?

  1. 1. How to reduce complaintsfrom patients with lowhealth literacy?Mr Kieran PehmCommissionerHealth Care Complaints Commission
  2. 2. Patient–practitioner relationshipThe old modelPractitioner Patient= Expert = lay personActive control of Passive recipient;interaction Accepts provider’s orders
  3. 3. Patient–practitioner relationshipWhat happens now?Practitioner PatientActive control of Passive recipientinteractionPractitioner PatientShared decision - Active recipientmakingPractitioner PatientResponding to patient Active control ofdemands interaction
  4. 4. Patient–practitioner relationshipPreventing complaints1. Being responsive to the level of health literacy and involvement of the patient.2. Offering access to information that is appropriate to the level of health literacy of the patient3. Form and medium of information must be appropriate to the level of health literacy of the patient.
  5. 5. Thank you.www.hccc.nsw.gov.au

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