Colleagues Who Don’t "Get" Health Literacy

By Helen Osborne, M.Ed., OTR/L
President, Health Literacy Consulting

Participants in my workshops almost always "get it" about health literacy. Most are front-line clinicians or health communicators who regularly interact (in person, in print, or on the phone) with patients, consumers, and the general public. It doesn’t usually take long for them to "get" what health literacy is, why it matters, and how to help. This is good, very good news indeed.

But what about those who choose not attend these workshops? I am much more concerned about professionals (of all disciplines and levels of responsibility) who remain convinced their communication style is just fine. And if it isn’t, well then it is up to the other person to improve. To me, this attitude isn’t helpful at all.

I believe that everyone shares responsibility to communicate in ways others can understand. This month’s Health Literacy Consulting Tip looks at ways to help clueless colleagues "get it" about health literacy.

Remind colleagues what it is like to not understand. Sometimes your information is all a person ever reads or hears about a certain topic. Colleagues may be more receptive to simplifying this message when you remind them what it is like to not understand. You might discuss times they felt frustrated or confused learning new technology or traveling to countries where no one spoke their language.
• Highlight the cost of misunderstanding. Your colleagues may be reluctant to spend additional time, money, or effort simplifying communication. Perhaps you can encourage them otherwise by framing this in terms of potential costs when messages are misunderstood. These include extra time and added aggravation to restate messages. It may also include the cost of legal defense.
• Create an advisory council. Your users are the true experts on what is easy to understand (or not). Create an advisory council of people representing your audience in terms of education, language, and personal relevance. Encourage colleagues to meet with council members and hear directly what it is like when people do not understand.
• Introduce colleagues to peers who do "get it." People often learn best from those in the same profession. For instance, if you are concerned about lawyers insisting you use complex wording then tell them about PLAIN (Plain Language Association International). This group's website has a section devoted to "Plain Language and the Law," http://www.plainlanguagenetwork.org/Legal/

We all need to "get it" about health literacy. Let’s talk about ways I can help make your message clear. You can reach me by email at Helen@healthliteracy.com or by phone at 508-653-1199 (in MA).

For permission to include Health Literacy Consulting Tips in your organization's newsletter, please contact Helen Osborne by e-mail at: helen@healthliteracy.com, or by phone at: 508-653-1199.

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