| How do you know? | | | | them. Look them in the eye. Don't talk while you |
| A recent USA Today article states that | | | | are jotting notes in their charts or writing a |
| miscommunications between patients and health | | | | prescription. Do they have a blank look on their |
| care providers are increasing the chances that | | | | face? Are they nodding their head that they |
| people who need medical care will be hurt or killed | | | | understand you? Are they asking questions? |
| in the process. | | | | * Offer written hand-outs that are written in an |
| The article sites a report done by the Joint | | | | easy to read format. Copies of articles from your |
| Commission Healthcare Accreditation Group which | | | | medical journals do not count. Copies of |
| states that cultural and language barriers pose | | | | instructions from equipment manufacturers are |
| problems for patient-doctor communications, as | | | | not enough. (Yes, I have seen docs use both of |
| well as poor general literacy skills. | | | | these to educate patients). Hand-outs need to be |
| The group's recommendations include specific | | | | written to a fourth or fifth grade reading level |
| advice for educating and training healthcare | | | | whenever possible. |
| professionals; using well-trained medical | | | | ---I suggest making generic hand-outs for some |
| interpreters for patients with English | | | | of the most common diagnosis you make. In |
| comprehension difficulties; and encouraging a | | | | other instances you may need to write down |
| culture of easy-to-understand communication in all | | | | basic information during the appointment - type |
| facets of medical care. | | | | them out if you can or have someone in your |
| Dennis O'Leary, president of the group, says that | | | | office do it. You know why...your handwriting is |
| when he was in medical school no one even | | | | illegible. |
| mentioned that someone might not understand | | | | * Ask questions to check for basic understanding |
| what he was saying. "Yet, more serious adverse | | | | throughout visits. |
| events are caused by communication problems | | | | * Offer places or web sites where patients can |
| than any other thing." | | | | go to get more information. Giving this information |
| Why am I writing about this??? It's not because | | | | to them in a hand-out, or having someone else in |
| of my passion for communication, and it is not | | | | your office email them the information after the |
| because (as a health care copywriter) ensuring | | | | appointment works well too. It also ensures that |
| communications are easy to understand and | | | | any research they do on their own is coming |
| written to the appropriate audience is a core part | | | | from reliable sources and not just fanatic people |
| of what I do. | | | | out there on the Internet. |
| It's because ensuring patients understand what | | | | Take a few minutes this week and simply look at |
| their problems are, understanding what | | | | the written material you give to patients. Whether |
| treatments you recommend, and understanding | | | | you provide it when they first visit your office, or |
| what courses of action are available is an | | | | educational materials you send home with them |
| important aspect of your job. | | | | throughout their treatment. Can your middle |
| And how do you really know if people understand | | | | schooler understand it? |
| what you are saying to them? | | | | If not, get back to the drawing board. Making |
| There are a few steps you can take to ensure | | | | sure your patients understand you is key to both |
| patients understand what you are telling them. | | | | your success and good health. |
| * Look at the patient when you are talking to | | | | |