Talking With Patients

see also: Main Story | Joint Commission Targets Health Literacy | The Risks of Poor Health Literacy | References

The American Medical Association's Foundation (www.ama-assn.org) has a free DVD, document, and PowerPoint presentation, Health Literacy: A Manual for Clinicians (Weiss, 2003). An excerpt follows:

Six Steps to Improve Communication

1. Slow down. Communication can be improved by speaking slowly and by spending just a small amount of additional time with each patient. This contact helps foster a patient-centered approach.
2. Use plain, non-medical language. Explain things to patients as you would to a family member.
3. Show or draw pictures. Visual images can improve the patient's recall of ideas.
4. Limit the amount of information—and repeat it. Information is best remembered when provided in small pieces that are pertinent to the task at hand. Repetition further enhances recall.
5. Use the "teach-back" or "show-me" technique. Confirm that patients understand by asking them to repeat your instructions.
6. Create a shame-free environment. Make patients feel comfortable asking questions. Enlist the aid of others (patient's family, friends) to promote understanding.