1. Self Care Instructions Exercise regularly Monitor your blood pressure Eat a healthful diet

2. Plain Words Exercise

3. Effective Communication Introduces self and elicits introduction from patient Empathizes with and supports Uses effective non-verbal communication Avoids the use of jargon *HL Confirms the basic diagnosis Explores the patients knowledge base of his/her diagnosis *HL

4. Effective Communication Prioritizes treatment options and educates patients to these choices *HL Elicits patient’s preferences and commitment to a treatment plan Reviews treatment plan and obtains mutual statement of commitment Encourages patient to ask questions *HL Responds appropriately to patient’s feelings and is not judgmental

5. Video 3a http://www.youtube.com/watch?v=2XlF1Oqzjqg

6. How did he do?

7. Practice communicating treatment plans and self care goals

8. Clear Communication Assess baseline understanding Explain things clearly using plain language Emphasize 1-3 points Effectively encourage patients to ask questions Use teach-back to confirm understanding Write down important instructions Provide useful educational materials

9. Instructions Break up into groups of 3 1 person is the health care provider, 1 is the patient, 1 is an observer The healthcare provider will select an instruction s/he is comfortable giving to patients and the patient will interact appropriately The observer will observe with a list of strategies used in clear health communication. The observer will provide feedback.

10. Tips Do not ask a patient, “Do you understand?” Ask patients to explain or demonstrate Ask questions that begin with “how” and “what,” rather than closed-ended yes/no questions Organize information so that the most important points stand out and repeat this information

11. Teach-back phrases “I want you to explain to me how you will take your medication, so I can be sure I have explained everything correctly,” or “Please show me how you will use the asthma inhaler, so I can be sure I have given you clear instructions,” or “When you get home your spouse will ask you what the doctor said—what will you tell your spouse?”

12. Assess and reassess To assess the Health Literacy competency of healthcare professionals working in geriatric clinical settings. To implement a training program to improve health literacy competence. To provide healthcare professionals with the tools necessary to effectively work with older adults. To assess patient satisfaction of health information received using selected questions from the Interpersonal Processes of Care in Diverse Populations Questionnaire (IPC).

13. Interpersonal Processes of Care Hurried Communication Elicited concerns, responded Explained results, medications Patient-centered decision making Compassionate, respectful Discrimination Disrespectful office staff

14. Thanks for your attention! Gabe Rios - grios@uab.edu grios@uab.edu