There are a number of tools and techniques that you can use to help people understand more about their health. See some useful suggestions below.
Teach back
You cannot tell if a person has understood just by looking at them or by asking them. The teach back method is a useful way to confirm that the information provided is being understood by getting people to ‘teach back’ what has been discussed and what instruction has been given. This is more than saying ‘do you understand?’ and it is more to check that things have explained correctly. The following video provides an example of teach back.
Use simple language
The terminology used in healthcare can often be confusing for people, especially at times of distress when people may struggle more than usual to take in information. In health a range of jargon and acronyms are used routinely
Letters, forms and medical tests are just some examples, in addition to face-to-face consultations, where medical and health terminology could cause confusion.
An example could be, inviting someone to x-ray by letter but when they arrive at the hospital the signage is for radiology. They may not be aware of what radiology is and they could search for x-ray, causing more stress and anxiety and affecting their attendance.
Simple changes can help, think of the terms you currently use in your practice and what other words and phrases you could use to support understanding.
Some examples could be
- skin infection - cellulitis
- smoking cessation – stop smoking
- diet – what you eat and drink
- referral – being sent to see someone else
Try using simple language as much as possible, and explain things to people as you would to a friend or family member. To find out more visit webpage below.
Chunk and check
Information is often presented as a long list and it can be difficult to remember all the details. With “Chunk and Check”, information is broken down into smaller pieces and after each piece of information has been given check to ensure understanding. “Teachback” and “Chunk and Check” can be used together to ensure that the person has really understood.
Breaking the information down into small sections, also enables a person to ask questions earlier, rather than waiting until all the information has been given.
Use pictures
Help with paperwork
Routinely offer help with paperwork.
Take a universal approach to offering support to those who have to fill in forms and paperwork. You may also wish to consider the paperwork that you post out to people and whether this may cause unneeded anxiety and stress for people before they attend for their appointment. Is there medical terminology which can be simplified?
Offering routine support can help reduce pressure and stigma on people who may struggle with the forms and also support your service in gathering the information that they require. To find out more visit:
