Care Coordination, Communication, and Health Literacy

Question 1

What is care coordination ?

Answer 1

the deliberate organization of patient care activities between two or more participants (including the patient) involved in a patient’s care to facilitate the appropriate delivery of healthcare services

Question 2

Why is care coordination important ?

Answer 2

• helps to attain optimal patient outcomes and healthcare quality
• essential to organizing care and info specific to the patients needs and preferences
• currently it “reserved” for the most vulnerable in society

Question 3

What are the 3 models of care coordination ?

Answer 3

1. Social Model
2. Medically Oriented Model
3. Integrated Model

Question 4

Describe the social model of care coordination ?

Answer 4

addresses community and home-based needs usually for activities of daily living then skilled care
- food and meal services for elderly
- school-based for kids

Question 5

Describe the medically oriented model of care coordination ?

Answer 5

addresses medical care which is diagnosis driven
- targets a specific disease or patient population
- specific setting of care
- case management to help navigate medical services

Question 6

Describe the integrated model of care coordination ?

Answer 6

evolving to include a holistic, patient-centered and family focused care
- both social and medical model combined
- has many challenges because of different service types funded from different sources and which source has authority

Question 7

What are the 4 different types of communication ?

Answer 7

1. Verbal communication
2. Nonverbal communication
3. Metacommunication
4. Intrapersonal communication

Question 8

What is verbal communication ?

Answer 8

using words which are spoken or written
- Ex.) sign language, words, signs

Question 9

What is nonverbal communication ?

Answer 9

all messages that are not spoken or written
- channels all 5 senses
- Ex.) movement, facial and eye expressions, touch, appearance, etc

Question 10

What is metacommunication ?

Answer 10

reading between the lines or going past the surface content of the messages to glean nuances of meaning
- being able to “read the room” or “read the vibes”

Question 11

What is intrapersonal communication ?

Answer 11

self-talk
- being able to talk to yourself and reflect on what was going on

Question 12

What are ways to overcome barriers to communication ?

Answer 12

1. know what to call each other
   - pronouns, preferred names
2. purpose of meeting
   - let them know the purpose of the meeting
3. location, time, and length of meeting
   - so they know what to expect
4. confidentiality
   - knowing what clinical data can be shared and with whom

Question 13

What is the purpose of SBAR ?

Answer 13

a structured communication model for providing patient information
- helps avoid errors in the delivery of healthcare

Question 14

What are the components of SBAR ?

Answer 14

1. Situation: what is the situation
2. Background: what is the clinical background
3. Assessment: what is the problem
4. Request/Recommendation: what do I recommend/request to be done

Question 15

What is advocacy ?

Answer 15

speaking up for patients to ensure that health needs are met

Question 16

What are values ?

Answer 16

qualities, principles, attitudes, or beliefs about the worth of something

Question 17

What are active values ?

Answer 17

values a person physically acts out

Question 18

What are cognitive values ?

Answer 18

verbally and intellectually expressed

Question 19

What is health literacy ?

Answer 19

the capacity to read, comprehend, and follow through on health information

Question 20

What are factors to consider in health literacy ?

Answer 20

• educational level of target audience
• reading/comprehension level for materials
• native language of target audience
• avoid complex medical terms

Question 21

What are the consequences of low health literacy ?

Answer 21

prevents many from gaining the full benefits of healthcare
- at risk for poor health, which continues to health disparities

Question 22

What are possible indicators of low health literacy ?

Answer 22

• lack of follow-through
• taking a long time to fill out simple forms
• rarely ask questions
• incomplete medical forms
• lots of folded paper in purse and pockets

Question 23

What are ways to combat low health literacy ?

Answer 23

• safe and comfortable clinical environment
• use of visual aids/models
• slowing down
• use “teach back” to verify understanding of care instructions