Funded by Primary Health Tasmania (Tasmania’s PHN) under the Primary Health Networks Programme – an Australian Government initiative. Developed in partnership with the Department of Health and Human Services/Public Health Services and the University of Tasmania.
While the Australian Government Department of Health has contributed to the funding of this material, the information does not necessarily reflect the views of the Australian Government and is not advice that is provided, or information that is endorsed, by the Australian Government. The Australian Government is not responsible in negligence or otherwise for any injury, loss or damage however arising from the use of or eliance on the information provided herein.
Jill has recently started on some new medication. She has returned today to her GP because she doesn’t feel the medication is making a difference. The GP has just discovered she has not been using the medication correctly.
What could be done to help Jill understand how to take her medication correctly?
Reading information can be useful for some people, but handing over an information sheet doesn’t guarantee the person understands things. Making sure written information is in plain language is also very important.
Check out the other options.
It’s a good idea to make sure the directions are clear but that alone doesn’t necessarily ensure the medication will be taken correctly. What’s clear for one, might not be clear for all.
Re-explaining is a good idea but it’s important to check you have explained it in a way the person understands.
Absolutely! Teach back is a technique where you ask the person to explain/show something back to you so you can check that you have explained it in a way the person has understood. Click on “My Plan to find out more about teach back.
What would like to add to your action plan.
Teach Back Toolkit
Checking understanding –always use teach-back
Contact the communication and health literacy area of Department of Health and Humans Service Tasmania about training - email: health.literacy@dhhs.tas.gov.au
Julian has received two letters for the same appointment. There are also a number of forms to complete. He tries to contact the centre but the letters do not include the correct contact details and no one is able to answer his questions. The first appointment is in two days.
He turns up for the appointment to be told he doesn’t have an appointment on that day. He is frustrated as he has taken time off work and now can’t get an appointment for some weeks.
How could the receptionist prevent this happening again and improve it for everyone?
This might help Julian today, but the problem hasn’t gone away. There is more that could be done – check out the other answers.
It’s important to record the incident but if it’s only in his file it won’t prevent it happening again.
While this needs to happen to make sure letters contain the right contact information, the letter is only part of the solution. Try again.
Yes this takes care of Julian today and also is a great way to make sure the whole appointment making system is reviewed and improved. This will make it easier for everyone to find and use services. Doing a workplace audit as part of the incident review can help in identifying ways to create a more supportive service environment. Click on “My Plan” to find out more about resources tools that can help in reviewing workplace systems.
What would you like to add to your action plan?
Some of the resources you will find useful are:
Some of the resources you will find useful are:
Some of the tools you will find useful are:
Factsheet – Assess the health literacy environment of your workplace
Assessment Tool- Policies and protocolsAssessment Tool – Spoken communicationAssessment Tool – Written communicationAssessment Tool- SignageAssessment Tool – Reception and Telephone EtiquetteAssessment Tool- Staff training
Walking interview pdf
Please watch the video below
| Keyboard Key | Action |
|---|---|
| Space | Pause or play video |
| Enter | Select the currently focused item When nothing is in focus, this key pauses or plays the video. Pause or play video |
| Down and Up arrows | Increase or decrease volume by 10% Navigate items in a submenu |
| Left and Right arrows | Seek forward or backward by 5 seconds. Move focus from an item in a submenu to the menu bar |
| 0-9 | Fast seek to x% of the video |
| c | Toggle captions off, on, or cycle through the available tracks |
| f | Enter or exit fullscreen |
| m | Mute or unmute video volume |
Take a look at this poster and identify at least 4 things you would change.
List what you would change in the box below.
Some of the other things people have said are.
This is what the brochure looks like now after it has been redesigned.
What would like to add to your action plan?
Some of the resources and tools you will find useful are:
Some of the resources you will find useful are:
Write down 3 things you would change to make this waiting area easier for people to find and use.
These are just a few suggestions but using the walking interview audit tool can be a great way to see it through the eyes of others.
What would you like to add to your action plan?
Juan and his family are new arrivals. He has brought them in for their initial health assessment. Juan is often spokesperson for his family as he has the strongest English. At the appointment they are required to answer a range of health related questions and complete numerous forms. They also need to go to pathology to have a blood test.
What could you do to make sure everyone understands and gain informed consent?
That’s right, getting an interpreter will ensure you can communicate clearly. It also means you can check understanding and get informed consent.
It’s important not to make assumptions about what language someone speaks. Sometimes people who have recently arrived carry a card requesting an interpreter. This has information about what language the person speaks. Otherwise ask them. It’s important to keep any information on what communication support is required on file and up to date. The need for a translator may change over time.
Making contact before the appointment to find out what’s needed will make the appointment and experience much more positive. Follow your organisation’s interpreter Policy/guidelines. Click on “My Plan” to find useful resources to help when working with people whose main language isn’t English.
Juan may be happy to translate but it’s not recommended to use family members.
Juan may be able to fill out the forms for everyone but it won’t ensure people understand what they are consenting to ...so therefore is not informed consent. Follow your organisation’s interpreter and informed consent policy/guidelines. Click on “My Plan” to find useful resources to help when working with people whose main language isn’t English.
What would you like to add to your action plan?
Some of the resources you will find useful are:
Translating and Interpreting ServiceMulticultural Language Service informationCheck your own service policies on working with and using interpretersYou can still use teach-back using a translator to check understanding.
Some of the resources you will find useful are:
Translating and Interpreting ServiceMulticultural Language Service informationCheck your own service policies on working with and using interpreters.
Susan is told it would be better for her health if she lost some weight and reduced the sugar in her diet. She goes to the supermarket but is having trouble reading and understanding the labels.
What could you do to support Susan?
There is some great information around, but we need to make sure it’s easy to read and good quality. Some people might need more than written information.
Often marketing claims can be misunderstood….low fat might in fact mean something is higher in sugar. In order to make healthier choices it’s important to be able to read labels.
Yep, even if it’s not you who does the teaching this is a great way to help Susan learn to read labels in order to make better choices. Click ‘My Plan” to find useful resources to help with label reading.
Even when it isn’t our role or we mightn’t feel like we know enough, we can still be supportive and direct people to others who can help.
What would you like to add to your action plan?
Some of the resources you will find useful are:
Food Safety Australia New Zealand video- How to read labels
Some of the resources you will find useful are:
Food Safety Australia New Zealand video - How to read labels
There is new outdoor equipment in the park thanks to a partnership between the health centre and council. There have been some injuries as not everyone knows how to use the equipment.
What could you do to improve the safe use of the equipment?
Good thinking to use clear images and words, but how will you know that this will fix the problem for the range of people using it?
This is a great solution. Involving a diverse group of people will help to make sure the information is clear and easy to understand. Click “My Plan” to find more resources about designing information and involving consumers.
Nice idea but what’ s an app? Technology is coming up with great solutions but it’s not for everyone.
Wouldn’t it be nice but sadly not an option for the long term.
What would like to add to your action plan?
Some of the resources and tools you will find useful are:
Some of the resources you will find useful are:
Have look at the this video on consumer engagement
| Keyboard Key | Action |
|---|---|
| Space | Pause or play video |
| Enter | Select the currently focused item When nothing is in focus, this key pauses or plays the video. Pause or play video |
| Down and Up arrows | Increase or decrease volume by 10% Navigate items in a submenu |
| Left and Right arrows | Seek forward or backward by 5 seconds. Move focus from an item in a submenu to the menu bar |
| 0-9 | Fast seek to x% of the video |
| c | Toggle captions off, on, or cycle through the available tracks |
| f | Enter or exit fullscreen |
| m | Mute or unmute video volume |
Some of the resources you will find useful are:
Liz has chronic pain and has been given a number of appointments to see different people. She has come to the Community Health Centre reception area because she is confused by all the appointments.
How could you (as the receptionist) make this easier for her?
What if the reminder call gets overlooked? What’s a better way?
Letters can be a good way to communicate but only if they are clear, use plain language, have contact details listed clearly and go to the right address! What else could support Liz?
Super. Involving Liz can mean the date and time picked is more likely to be one that suits her and also sticks in her mind. Having more than one strategy makes for a more successful outcome.· Click ‘My Plan” to find more resources on reviewing appointment making processes and creating supportive environments.
Good start, but what if she loses the card? What else could work?
What would you like to add to your action plan?
Some of the resources you will find useful are:
Some of the resources you will find useful are:
Some of the resources you will find useful are:
Bill has a disability that affects his speech. Bill has come into the hospital for a day procedure.
How could you ensure that Bill understands and gives informed consent?
Whilst Bill has difficulty with speech you don’t know what he’s like with his hearing or understanding. You need to check whether he follows what you say and change your communication style to suit his needs.
Reading it doesn’t mean it’s understood. You need to check understanding.
You cannot assume that just because he nods he has understood. You need to check understanding.
Yes, a range of communication strategies may be needed to make sure Bill gets the right information, the right way. Checking it has been understood is key to Bill being able to give informed consent.
What would you like to add to your action plan?
Some resources you may find useful:
Factsheet: Communicating with people with a communication impairmentCheck your organisation policies /guidelines around informed consent.Some resources you may find useful:
Helpful staff, good signs and a welcoming environment can make a difference.
Zhang has a new baby girl. She wants to feed and change her in private but cannot find the parenting room as she doesn’t recognise any of the signs.
What could the community centre do to make the signs for the parenting room clear?
Including images as part of signage will improve the signs and make easier for non-english speakers to understand.
This may solve the problem for Zhang but what about community members that speak other languages.
This will improve the visual design of the signs but it may not solve the problem.
This is a great idea. Good signage as well as helpful staff can create a supportive environment.
What would you like to add to your action plan?
Some of the resources you will find useful are:
Some of the resources you will find useful are:
| Keyboard Key | Action |
|---|---|
| Space | Pause or play video |
| Enter | Select the currently focused item When nothing is in focus, this key pauses or plays the video. Pause or play video |
| Down and Up arrows | Increase or decrease volume by 10% Navigate items in a submenu |
| Left and Right arrows | Seek forward or backward by 5 seconds. Move focus from an item in a submenu to the menu bar |
| 0-9 | Fast seek to x% of the video |
| c | Toggle captions off, on, or cycle through the available tracks |
| f | Enter or exit fullscreen |
| m | Mute or unmute video volume |
The local hospital is designing a new waiting area, and wants to get input from community members right from the start.
How could you support community members to participate in the design of the new waiting room?
This may suit some people, but not everyone feels comfortable with this approach. How can the architect hear about people’s ideas before drafting up plans? How can you be sure to get a cross-section of the community?
This is a great way to get input into the process early. People from a broad section of the community can be invited to be involved. You will have to think about things like when and where to hold the forum. Not everyone is able to come to a group but a good range is possible.
Having a number of strategies is a way to get a wide range of people involved at different stages of the planning and design. Nice thinking.
What would you like to add to your action plan?
A good resource from the World Health Organisation is:
Some resources you might find useful:
Health issues centreHealth literacy for allCheck your own policy/guidelines on consumer engagementSome resources you might find useful:
Health issues centreHealth literacy for allCheck what is available within your own organisation or locally.Norm was recently discharged from hospital after being admitted for pneumonia. He was given antibiotics which he did not take. When ask about why he didn’t take the antibiotics, he said he felt better so didn’t feel he needed to take them. He was also worried about the cost.
What could have been done before discharge to help Norm?
Whilst written information can be helpful it depends on whether it’s written in plain language. Any information needs to be in a format and language the person understands.
This is a good idea however it’s also important to make sure Norm understands what medication to take, when, why and what it’s for before he is discharged. Using teach back is a great way to check that you have explained things in a way he person has understoo
It is important that what medication Norm has been prescribed is part of the information provided to his doctor. It’s really important though that Norm knows what medication he needs to take, why and when and that you have checked he understands.
Using teach back is a great way to check that you have explained things in a way the person has understood.
What would you like to add to your action plan?
Some of the resources you will find useful are:
Some of the resources you will find useful are:
Please watch the video below and then click on the challenge link.
| Keyboard Key | Action |
|---|---|
| Space | Pause or play video |
| Enter | Select the currently focused item When nothing is in focus, this key pauses or plays the video. Pause or play video |
| Down and Up arrows | Increase or decrease volume by 10% Navigate items in a submenu |
| Left and Right arrows | Seek forward or backward by 5 seconds. Move focus from an item in a submenu to the menu bar |
| 0-9 | Fast seek to x% of the video |
| c | Toggle captions off, on, or cycle through the available tracks |
| f | Enter or exit fullscreen |
| m | Mute or unmute video volume |
Your job now is to help them think of one way that will help them work towards becoming a Health Literate Organisation.
Click the next arrow to see if your ideas are on the whiteboard.
This list isn’t everything There are lots of ways to becoming a health literate organisation the main thing is to start!
What would you like to add to your action plan?
Some of the resources you will find useful are:
Your care your sayhttp://www.healthissuescentre.org.auExample of Health literacy in practice – policy examples visitsHave a look at the this video on consumer engagement
| Keyboard Key | Action |
|---|---|
| Space | Pause or play video |
| Enter | Select the currently focused item When nothing is in focus, this key pauses or plays the video. Pause or play video |
| Down and Up arrows | Increase or decrease volume by 10% Navigate items in a submenu |
| Left and Right arrows | Seek forward or backward by 5 seconds. Move focus from an item in a submenu to the menu bar |
| 0-9 | Fast seek to x% of the video |
| c | Toggle captions off, on, or cycle through the available tracks |
| f | Enter or exit fullscreen |
| m | Mute or unmute video volume |
Tool: Staff communication trainingTool: Assessing policies and protocolsTool: Assessing spoken communication – self assessmentTool: Assessing spoken communication – workplace assessmentTool: Assessing written communication in your organisationTool: Assessing signage in your serviceTool: Reception and telephone use – workplace assessmentTool: Medication and health literacy workplace assessment toolWalking interviewCommunication and Health Literacy email:
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