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Communication
Skills
for the
Health Care
Professional
Concepts, Practice, and Evidence
Gwen van Servellen
CHAPTER 13
© 2009 Jones and Bartlett Publishers
Chapter 13
Communicating with Patients of Low Literacy
© 2009 Jones and Bartlett Publishers
ObjectivesThe problem of low literacy in the United
StatesDifferences between literacy and functional health
literacyRelationship of education and functional health
literacyBarriers to health literacyRelationship of low health
literacy and poor health outcomes
© 2009 Jones and Bartlett Publishers
Objectives ContinuedPopulations at risk for health low health
literacyAssessing level of health literacy in patientsWays
providers can assess and enhance health literacyImportance of
using “plain language”Dealing with shame related to low
literacyWays systems of care deter or promote health literacy
© 2009 Jones and Bartlett Publishers
Health Literacy as a Foundation for Patient Safety and Quality
CareHealth literacy involves both patient and providers ability
to understand each otherMust be viewed in the context of
culture and health disparities
© 2009 Jones and Bartlett Publishers
Problem of Literacy in the U.S.Illiteracy as a national epidemic
(Young, 2004)Health illiteracy, the hidden handicap (Glassby,
2002)Illiterate patients frequently feel ashamed to reveal their
illiteracy and may not engage in dialogue
© 2009 Jones and Bartlett Publishers
Functional Health LiteracyRefers to the skills and knowledge
necessary to understand illness and treatment and to navigate
the health care systemLiterate patientsEmpower patients to be
active participantsMore likely to initiate and sustain important
self-management behaviorsReceive better quality health care
© 2009 Jones and Bartlett Publishers
Functional Health Literacy and Quality Care
OutcomesCumulative evidence that health literacy is associated
with Better health statusBetter treatment adherenceLower levels
of morbidity and mortalityLower use of hospitalizationBetter
use of preventive health servicesLower costs of health care
services
© 2009 Jones and Bartlett Publishers
Healthy People 2010Health literacy includes ability to
understandInstructions on prescription drug bottlesAppointment
slipsMedical education brochuresMedical directions and consent
formsHow to navigate complex health care systems
© 2009 Jones and Bartlett Publishers
Barriers to Health LiteracyIndividual level, e.g. education,
health statusPatient-provider factors, e.g. continuity of
relationship, trust and satisfaction with the relationship, shared
cultural understandingsSystem related factors, e.g. number,
length and quality of encounters, whether patient-centered care
delivery system
© 2009 Jones and Bartlett Publishers
Elements of Systems More Likely to Promote Health
LiteracyConstructs reading materials using plain language with
illustrationsTests and evaluates appropriateness of materials for
many different groupsProvider encounters exceed 6-10
minutesAdvocacy for health literacyProviders skills in
assessingOpportunities to conduct feedback loopPopulation-
based literacy best-practice program
© 2009 Jones and Bartlett Publishers
Assessing Health LiteracyREALM and REALM-RTOFLA and
S-TOFLASAHLSA-50NVS (Newest Vital Sign)
© 2009 Jones and Bartlett Publishers
Assessing Health Literacy (cont’d)Communication
assessmentsAvoids asking for help; quiet and
unassumingReserves questions until leaving the providerAsks
then withdraws the questionMisses appointmentsNon-adherence
to treatment planComes with companions to interpret Delays
making decisions and asks for things in writing
© 2009 Jones and Bartlett Publishers
Improving Patient Health LiteracyDevelop a “gestalt” of the
patientAssess health literacyAvoid shamingComprehension may
be even at 1st grade level; may not know how to readUse brief
and simple languageSlow the pace to the patientDeliver
messages in context known and valued by patient
© 2009 Jones and Bartlett Publishers
Improving Patient Health Literacy (cont’d)Repeat materialsUse
meaningful visuals; draw picturesUse patient’s concepts of
medical termsTell stories to embellish pointsUse feedback loop,
teach-back and close the loop
© 2009 Jones and Bartlett Publishers
Summary
Improving health care literacy requires first, communicating in
the language of the patients we serve but then helping them
adapt other means to describe their health and concerns. They
need to understand us and us, them.
© 2009 Jones and Bartlett Publishers

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CommunicationSkillsfor theHealth CareProfessio.docx

  • 1. Communication Skills for the Health Care Professional Concepts, Practice, and Evidence Gwen van Servellen CHAPTER 13 © 2009 Jones and Bartlett Publishers Chapter 13 Communicating with Patients of Low Literacy © 2009 Jones and Bartlett Publishers ObjectivesThe problem of low literacy in the United StatesDifferences between literacy and functional health literacyRelationship of education and functional health literacyBarriers to health literacyRelationship of low health literacy and poor health outcomes © 2009 Jones and Bartlett Publishers
  • 2. Objectives ContinuedPopulations at risk for health low health literacyAssessing level of health literacy in patientsWays providers can assess and enhance health literacyImportance of using “plain language”Dealing with shame related to low literacyWays systems of care deter or promote health literacy © 2009 Jones and Bartlett Publishers Health Literacy as a Foundation for Patient Safety and Quality CareHealth literacy involves both patient and providers ability to understand each otherMust be viewed in the context of culture and health disparities © 2009 Jones and Bartlett Publishers Problem of Literacy in the U.S.Illiteracy as a national epidemic (Young, 2004)Health illiteracy, the hidden handicap (Glassby, 2002)Illiterate patients frequently feel ashamed to reveal their illiteracy and may not engage in dialogue © 2009 Jones and Bartlett Publishers Functional Health LiteracyRefers to the skills and knowledge necessary to understand illness and treatment and to navigate the health care systemLiterate patientsEmpower patients to be active participantsMore likely to initiate and sustain important self-management behaviorsReceive better quality health care © 2009 Jones and Bartlett Publishers
  • 3. Functional Health Literacy and Quality Care OutcomesCumulative evidence that health literacy is associated with Better health statusBetter treatment adherenceLower levels of morbidity and mortalityLower use of hospitalizationBetter use of preventive health servicesLower costs of health care services © 2009 Jones and Bartlett Publishers Healthy People 2010Health literacy includes ability to understandInstructions on prescription drug bottlesAppointment slipsMedical education brochuresMedical directions and consent formsHow to navigate complex health care systems © 2009 Jones and Bartlett Publishers Barriers to Health LiteracyIndividual level, e.g. education, health statusPatient-provider factors, e.g. continuity of relationship, trust and satisfaction with the relationship, shared cultural understandingsSystem related factors, e.g. number, length and quality of encounters, whether patient-centered care delivery system © 2009 Jones and Bartlett Publishers Elements of Systems More Likely to Promote Health LiteracyConstructs reading materials using plain language with illustrationsTests and evaluates appropriateness of materials for many different groupsProvider encounters exceed 6-10 minutesAdvocacy for health literacyProviders skills in assessingOpportunities to conduct feedback loopPopulation- based literacy best-practice program © 2009 Jones and Bartlett Publishers
  • 4. Assessing Health LiteracyREALM and REALM-RTOFLA and S-TOFLASAHLSA-50NVS (Newest Vital Sign) © 2009 Jones and Bartlett Publishers Assessing Health Literacy (cont’d)Communication assessmentsAvoids asking for help; quiet and unassumingReserves questions until leaving the providerAsks then withdraws the questionMisses appointmentsNon-adherence to treatment planComes with companions to interpret Delays making decisions and asks for things in writing © 2009 Jones and Bartlett Publishers Improving Patient Health LiteracyDevelop a “gestalt” of the patientAssess health literacyAvoid shamingComprehension may be even at 1st grade level; may not know how to readUse brief and simple languageSlow the pace to the patientDeliver messages in context known and valued by patient © 2009 Jones and Bartlett Publishers Improving Patient Health Literacy (cont’d)Repeat materialsUse meaningful visuals; draw picturesUse patient’s concepts of medical termsTell stories to embellish pointsUse feedback loop, teach-back and close the loop © 2009 Jones and Bartlett Publishers
  • 5. Summary Improving health care literacy requires first, communicating in the language of the patients we serve but then helping them adapt other means to describe their health and concerns. They need to understand us and us, them. © 2009 Jones and Bartlett Publishers