Use the Health Literacy Universal Precautions toolkit (AHRQ) for a comprehensive approach to creating a more health literate organization.
Click on the headings below for specific tools and strategies:
Instead of asking "Do you have questions", ask "What questions do you have about...?" or "What are your concerns?"
Use open ended questions to assess health and learning needs
- Use questions starting with What? When? How? Can you tell me?
- Avoid questions with yes/no answers (Do you...?)
Tools to encourage questions
Use plain, non-medical language. Avoid using medical jargon. Use common words that you would use to explain medical information to your friends or family, such as stomach or belly, instead of abdomen. (AHRQ Toolkit)
Use the patient's words. Take note of what words your patient uses to describe their illness and use them in your conversation.
Tailor your teaching to the needs of your patients and their families.
- Limit the content based on what they need and are able to absorb right now
- Focus on key points
- Reinforce teaching with images and written material
- Involve family members
- Ask patients how they prefer to get additional information (video, online, handout, support groups, PFLC)
Patient-centred approaches to teaching health information:
Use teach-back to check your success in communicating information to patients/family members.
Teach-back is an evidence-based health literacy intervention. It promotes patient engagement, patient safety, adherence and quality (AHRQ Teach-Back Implementation Quick Start Guide)
Teach-back involves asking patients to explain back information in their own words. For example:
- "I want to be sure I explain everything clearly. Can you tell me...."(how you will take your medications? what the risks of the surgery are?)
Tools and Resources
Videos and eLearning
Provide plain language patient education resources that patients and families can consult at their own pace.
Refer patients to supports provided at St. Michael's Hospital:
Link to organizations that can provide support at home and in the community
Provide a phone number, so patients can call back if they have questions or concerns
Ask patients to bring in all their medications and supplements. Encourage patients to tell you about the medicine and how to take it. (Assess what they understand)
Resources:
