Health Literacy Exam 2 Flashcards
Why its important to show empathy
When patients feel valued and listened to they will relax and be more receptive to new health info
Strategies for showing Empathy
develop rapport
make sure that now is a good time to talk
take cues about pacing from patient
decide whether to share personal experiences
offer hope
communicating strategies for when patients feel scared
appreciate why communication can be hard for patients
honor patients experience
help patients to ask questions
acknowledge articles and printouts patients bring to you
confirm understanding
help patients learn more
why might communication be hard for patients
they feel scared
they feel embarrassed that they don’t understand
difficult to think clearly in light of new diagnosis
challenges for learning health info from media
may cause panic from dramatic stories
unrealistic Expectations about certain treatment
strategies for talking to patients about health messages in media
pay attention to news
pay attention to ads
pay attention to shows
pay attention to spikes in phone calls
prepare a standard office response
research the research
refer patients to resources you trust
Universal Design
Describes a concept of designing products, environments, and communications that not only considers the specific needs of people with disabilities, but also takes into account the more universal changes that everyone faces as they age
Universal Design design elements
contrast
font
type size
line length
pictures
paper finish
user experts
strategies in universal design
presume that people do not have full function
use redundant communication
consider the built environment
think broadly about your website users
design printed materials so they are easy to see and use
strategies for using plain language
build a team
identify project goals
organize content in ways that make sense to your readers
use understandable words
be consistent
Write succinct sentences
Vary sentence length and style
use graphics wisely
confirm comprehension
define visuals
artwork photographs anatomic diagrams and other images that convey actions ideas
strategies for using visuals
acquire the artwork you need
show sensitivity and respect
select visuals appropriate to the subject matter
show people in their entirety not just the body parts
combine pictures
appreciate that symbols are not always understood
consider the needs of those with visual or cognitive disabilities
confirm understanding
initiatives to help patients ask questions
Askme3: what is my main problem, what do I need to do about it, why is it important for me to do this
Questions are the answers website provides helpful tips, videos public service announcements and tips for building your question list
how to elicit questions
Ask questions in ways that encourage a range of responses
Use open ended questions
strategies for using stories to deliver health messages
Tell stories
Encourage patients to tell stories
Help patients focus on the point of the story
Listen for what’s missing in a story
Decide whether to share stories from your own experience
what makes stories powerful
They combine emotion with fact and help patients connect in a very personal way
They help people build differences
Entertaining and engaging
They are easy to understand
strategies for listening and speaking
Try to find a quiet well-lit place to talk
Develop rapport
Give patients your undivided attention
Choose your words carefully
Pay attention to your tone of voice and pacing
Confirm understanding
using the phone to deliver health messages
Ensure clarity during telephone conversation
Have help in your voice
When caller is cheerful or friendly respond in similar tone
Take responsibility for the direction of the conversation
Choose your words carefully
Set rules and clear expectations for conference calls
Recording messages
Confirm understanding
types of formally structured educational situations
One-to-one teaching
Health education classes
Support and self help groups
Group visits
strategies for teaching and learning
Appreciate that people learn in different ways
Time your teaching for when patients are ready to learn
Encourage patients to be active learners
Give a heads up about planned topics to discuss
Build on familiar information tying new information to old
Explain instructions in plain language
Prioritize need to know survival information
Watch for cues that you are either going too fast or too slow
Confirm understanding
define metaphors and create one
They compare new information to that which a person already knows
Why don’t we use antibiotics for colds? “ using antibiotics to treat a cold would be like putting gas in a car that has a dead battery.”
strategies for using metaphors
Determine when to use a metaphor
Use words terms and examples that people know
Explain the metaphor
Move beyond the metaphor
Confirm understanding
jargon
technical terms and phrases or words used in special idiosyncratic ways
acronyms
shortened ways of referring to longer complicated terms
