October is Health Literacy Month
1) What’s Happening at UNMH?
2) What Can You Do to Move UNMH Forward?
Audrey RiffenburghSenior Health Literacy SpecialistOffice of Diversity, Equity, & Inclusion
Rising to the Challenge
National Action Plan to Improve Health Literacy (US DHHS, ODPHP)
Promote changes in the health care system that improve health information, communication, informed decision-making, and access to health services.
Groups at Greatest Risk of Low Health Literacy Skills Seniors People living in poverty People from ethnic minority groups—
Hispanic, Black, American Indian People with physical, mental or other health
problems People with chronic or long term health
problems Look familiar?
Sources: National Adult Literacy Survey (1993) and Health Literacy of America’s Adults (2003).
How Much Does the “Person on the Street” Understand? Health and the City
What is UNMH Doing to Improve Communication with Patients?
3 Classes in 2012: “Creating Reader-friendly Print and Web Materials”— 57 people completed
Patient-Friendly Document Committee (and PFEC) Assisting Health Literacy Specialist in designing system
changes to improve patient/family documents, forms, and more
Health Literacy Task Force Assisting with raising awareness, Health Literacy Month, and
educating clinicians about health literacy
Resources Online Diversity, Equity and Inclusion website
Health Literacy Month Activities
Health Literacy Fair— October 2-3, 2012 Combined forces to celebrate national Quality, Library, and
Pharmacy Week or Month Showcased “before” and “after” documents, PDSAs, quality
initiatives, “teach back” for checking patient comprehension
Bulletin boards at main Packets to offsite clinics for staff education This presentation
Coming soon: extensive plain language thesaurus on intranet
HSLIC Health Literacy LibGuide: http://libguides.health.unm.edu/ and click on Health Literacy
Health Literacy Month Activities (continued)
Check it Out! Here is a recently revised document from
UNM Hospitals See if you can spot the changes!
Original Parent Discharge Checklist (NBICU & ICN)
Final Parent Discharge Checklist (NBICU & ICN)
Key Changes
Checklist format for easier usability New heading and more instructions re: P-G
Survey to draw attention Phrased to speak to reader, not about reader—
e.g., “your hospital stay” instead of “Mother’s Hospital stay”
More conversational language— e.g., “taking your baby home” instead of “discharge”
Coming Attractions at UNMH for Improving Communication with Patients
“Document clinics”/work sessions (for those who have taken the class)
Style guides/sample layouts for standardizing and improving patient documents
Intro/awareness sessions on health literacy offered for your staff meetings
More classes in 2013
In 2013, more focus on verbal communication
So, you’ve heard about the exciting work on patient communication.
What can you take back to your worksite that will make a difference?
Working Effectively with Patients Challenged by Health Literacy and Limited English Proficiency
Bronwyn Wilson MDDepartment of Internal MedicineSr. Associate Dean for Academic Affairs
How Patient-Friendly Is my Unit?
Imagine you are a new patient with limited health literacy who comes to your unit. What happens now? Where do you go?Whom do you ask for help? What if you are embarrassed by what you don’t
understand and don’t ask many questions?
Now imagine that you don’t speak English very well either…..
Behaviors that May Indicate Low Health Literacy
1. Trouble navigating the healthcare system2. Patient registration forms incomplete or
inaccurately completed3. Frequently missed appointments4. Anger or frustration with staff/providers5. Unable to name medications or explain
timing/purpose6. Lack of follow-through with lab tests, imaging,
referrals
Patient-Friendly Procedures1. Exhibit general attitude of helpfulness – notice
when a patient is confused and suspect lower health literacy
2. Create a shame free environment3. Use clear and easy-to-follow signs4. Insure forms are at 7th - 8th grade level5. Provide assistance with completing forms6. Review instructions for tests, procedures using
“teach back” method
Patient Interview Techniques1. Slow down2. Use plain, non-medical language and references
to everyday life (“your heart is like a pump”)3. Ask simple questions, one at a time 4. Show diagrams, pictures and models
(Google images are very helpful)5. Limit amount of information – focus on 2-3 key
points6. Use the “Teach Back” method to check for
understanding
“Teach Back” MethodYou do not want your patients to feel this is a test. Place the responsibility on yourself :" I want to make sure I have been clear…
Can you tell me how you will explain this to your family when you get home?”
Can you please explain back to me what this medicine does?”
Please tell me what you think the next steps are from what I’ve told you?”
Remember, we want our patients to feel comfortable and satisfied with their care
The majority of our patients have limited health literacy, especially if they are worried about their health or don’t speak English well.
Most of our patients do not understand how to fill out complex forms, nor the patient satisfaction surveys that we send them.
We can help them by working together at all levels to improve their experience and enhance their health outcomes.
To Learn More, Share Ideas, Request a Talk, or Get Help...
Contact: Audrey Riffenburgh, MA Senior Health Literacy SpecialistOffice of Diversity, Equity, and Inclusion272-5101
Bronwyn Wilson, MDOffice of Academic Affairs272-8268
