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Healthcare organizations' websites: are they effective in communicating to general people?
1. The online communication of
healthcare organisations trough their
websites in Italy
Sabina De Rosis, PhD
sabina.derosis@santannapisa.it
Management and Healthcare Laboratory
Management Institute
Sant’Anna School - Pisa
POSTER 185 – Grand Hall
2.
3. «Currently, health systems and knowledge
about health and healthcare places complex
demands on patients and populations and
asks them to take on new roles in
seeking information, understanding their
rights and responsibilities and making
health decisions for themselves and others.
(WHO, 2015)
«Collaborative co-production requires
users to be experts in their own
circumstances and capable of
making decisions, while
professionals must move from being
fixers to facilitators» (Realpe &
Wallace, 2010)
The quality and “usability” of information provided by the healthcare
organizations online appear very important, in order to contributing
in avoiding the risks of fake news as well as of a misunderstanding
of information.
The websites can be used as a powerful channel for improving the
access to care, the use of healthcare services, the health literacy
and the empowerment of people.
4. 167 healthcare organizations’ websites from
13 Italian Regions were analyzed on
December 2016, investigating if the texts on
the websites are readable and
comprehensible for people with different
levels of education and different levels of
literacy, by using the Gulpease Index and the
Italian Fundamental Vocabulary (IFV).
Are the Italian healthcare organizations using their websites to
effectively inform people?
Lucisano P, Piemontese ME (1988).
Gulpease. Una formula per la
predizione della difficoltà dei testi
in lingua italiana..
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NotReadable
NotReadable
5. In Italy, the websites are difficult to understand for people with a low
educational level (data: Dec 2015).
The healthcare organisations’ websites seem built on the healthcare
organisations’ needs, rather than on characteristics (i.e. health
literacy and education level) and needs of the potential users.
6. The management of the 13 Italian Regions
decided that the online communication
was as issue that they had and wanted to
address.
The Regions decided to monitor and
evaluate these aspects within the
Collaborative of the Italian Regions, by
introducing specific indicators in the
healthcare Performance Evaluation
System they voluntarily adopted.
Readability 2016
Readability 2015
7. These results impose the consideration of the need to provide access
to good quality, but also comprehensible and readable, information
on institutional and official websites.
It is an institutional duty to communicate in a understandable way.
Sabina De Rosis, PhD
sabina.derosis@santannapisa.it
Any Questions?
Editor's Notes
The advent of the Internet and the availability of health information online has posed new challenges and opportunities to the healthcare sector. The amount of people who surf the Internet for health-related purposes is dramatically increasing. Actually, the ‘post-truth’ phenomenon had interested also the healthcare field, where the quality of the online information is really variable. In addition, the health literacy of people and their consequent capacity to correctly understand and therefore use health-related information is variable. The quality and usability of information provided by the healthcare organizations online appear very important, in order to avoid the risks of fake news as well as of a misunderstanding of information.
The aim of this work is to describe if and how healthcare organizations of the Italian regional healthcare systems are communicating to people using their websites. 167 websites from 13 Italian Regions were analyzed on December 2016. We verified whatever online communication of Italian public hospitals and local healthcare authorities is readable and comprehensible for people with different level of education and different level of literacy, by using the Gulpease Index and the Italian Fundamental Vocabulary (IFV).
The results show that, in Italy, the healthcare organisations’ online communication is still not structured by taking into consideration literacy and health literacy of people who may surf the Internet. The Gulpease Index (readability by education) shows that, in Italy, the healthcare organizations websites are readable without difficulties only by people with at least a high school diploma. No-one is readable for people with a low educational level. Also the analysis related to the IFV shows that the websites texts use a great amount of uncommon and difficult words.
The study results have been recognized as important by the Regions considered into the analysis. For this reason, the Collaborative of the Italian Regions, coordinated by the MeS Laboratory of Sant’Anna School, decided to monitor and evaluate these aspects for two years, by introducing specific indicators in the healthcare Performance Evaluation System they adopted.
These results impose an urgent consideration of some ethical issues, like as equal access to good quality but also comprehensible and readable information online. In the ‘post-truth’ era, it is important to consider the risks of less quality but more readable and comprehensible information available on other than the healthcare organisations’ websites. This suggests an urgent consideration of the health literacy of people, in addition to their information needs, in the healthcare institutions communication (off and online) for every purposes.