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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
Duplicate
Please print this entire handout and bring it with you to the conference. No need to complete this prior to the conference, we will do it together.
Who are your stakeholders?
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What do they value? Consider - what problems do they try to solve?
(clinical, marketing, customer service, legal, financial, etc.) This information will guide you in developing a business case.
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Notes – things that worked for others & challenges to consider
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© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
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My next steps related to stakeholders & business case
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Questions I have at this time
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Don’t forget to check out the resource pages below for references, when gathering information for your business case.
© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
Duplicate
List departments or individuals whose workloads & metrics are impacted by low health literacy (poor communication, poor preventive care utilization or over utilization of inappropriate services (emergency room use), repeat customer service calls related to basic information needs, etc).
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Notes – things that worked for others and challenges to consider
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Things to Consider
 Discuss the structure and leadership of the workgroup/working groups.
 Establish realistic goals and objectives for each workgroup.
 Determine your scope.
 Prioritize and limit your work.
 Consider ways to hold workgroup members accountable.
 Recognize their efforts.
© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
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My next steps
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Questions I have at this time
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© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
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What brought you here today? Did you find a gap, a customer complaint, print communication or increased call volumes?
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Determine scope – Which business area(s) of your organization will you assess (could be specific to your role, your department or your organization as a whole)
Example: physicians – communication with patients – understanding of patients
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Identify your tool(s). These tools can guide you to whom you need to reach out to & will give you topics to consider for assessment.
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Who will lead these initiatives – who on the workgroup will help?
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
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Who does the analysis on actions taken?
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Who will you present final recommendations to?
(direct management vs senior leadership – different approaches)
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How will you get buy-in from management?
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Who in my organization is impacted by these needs? This may lead you to your stakeholders & workgroup members.
Example: Need = lower literacy levels in our customer communications, need consistency
Stakeholders/workgroup members = writers ;
SWOT analysis or Health Plan Organizational Assessment = policy, available
training for staff, communications protocol
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What resources (budget, training, staff, etc) do you need?
© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
Duplicate
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Notes – from my breakout session.
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My next steps
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Prioritize your needs
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Set realistic and measurable goals
Example - The communications workgroup will identify and review existing policies related to communications by March 2010. This workgroup will identify gaps and recommendations and report back to the overall health literacy committee by April 2010 .
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© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
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Questions I have at this time
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© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
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 What is your mission?
 Where are your gaps in service?
 Are there existing efforts related to communication efforts? Customer service improvement?
 What questions are coming into your call centers?
 What insight does your call center staff have about customer concerns?
 What complaints are you receiving? What is the source of these complaints?
 What are you learning in your customer focus groups or interviews?
 Will training solve for any identified needs? What types of training?
 Are there existing training budgets?
 Are there existing training efforts elsewhere in the company? New hire training?
 Can you join forces with other departments working on similar efforts?
Depending on your needs and resources some approaches are more realistic than others
 Develop the training internally, with volunteer staff or a dedicated team
 Hire a consultant or your internal learning center
– Develop content and your staff implements the training
– Develop, implement & evaluate
– Develop advanced training content, your staff can develop the basics
 Purchase training from external vendor, already developed
 Consider the avenues:
– Face to face
– Web-based, live sessions
– Web-based, self-paced sessions
– Short podcasts
© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
Duplicate
“CIGNA” and the “Tree of Life” logo are registered service marks of CIGNA Intellectual
Property, Inc., licensed for use by CIGNA Corporation and its operating subsidiaries. All products and services are provided exclusively by such operating subsidiaries and not by CIGNA
Corporation.
© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
Duplicate
National Assessment of Adult Literacy from the National Center for Education Statistics (NAAL) The Health Literacy of
America's Adults: Results from the 2003 National Assessment of
Adult Literacy
Health Plan Organizational Assessment Tool & AHIP (Americas
Health Insurance Plan Health Literacy Resources) http://www.ahip.org/content/default.aspx?bc=39|341|22050
(if bold font = main resource) business case, needs assessment business case, internal workgroup , needs assessment
SWOT Analysis Worksheet : strengths, weaknesses, opportunities, threats
* See next page for this worksheet
National Network of Libraries of Medicine - Health Literacy: defined, background, research findings, economic impact, bibliographies, listserve, resources, etc. http://nnlm.gov/outreach/consumer/hlthlit.html#A9
Business case, internal workgroup , needs assessment business case, needs assessment
Institute of Medicine (IOM) Health Literacy Roundtable – The
Roundtable‘s mission is to move forward the field of health literacy by translating research findings to practical business case, internal workgroup, needs assessment strategies that can be implemented. Workshop summaries and articles related to health literacy
Health Literacy List Serve - great resource, connect with colleagues http://www.nifl.gov/mailman/listinfo/healthliteracy http://www.iom.edu/Activities/PublicHealth/HealthLiteracy.aspx
Health Literacy – A Prescription to End Confusion 2004 –
Institute of Medicine – Can download for free or order book business case, internal workgroup, http://www.nap.edu/catalog.php?record_id=10883 needs assessment
Internal workgroup
U.S. Department of Health and Human Services
Quick Guide to Health Literacy http://www.health.gov/communication/literacy/default.htm
National Action Plan to Improve Health Literacy http://health.gov/communication/HLActionPlan business case , internal workgroup, needs assessment business case, internal workgroup, needs assessment
© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
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American College of Physicians Foundation
Health Literacy 6 min video
(ACPF) http://foundation.acponline.org/
ACPF health literacy resource page - a great list of resources relevant to health care business case, internal workgroup , training , needs assessment http://www.acpfoundation.org/hl/hlresources.htm
Health Resources and Services Administration: Unified Health
Communication . internal workgroup, training, needs
This is an online course covering: health literacy, cultural assessment competence, limited English proficiency (5 hours of CEUs) http://www.hrsa.gov/healthliteracy/
American Medical Association
Health Literacy Educational Kit https://catalog.amaassn.org/Catalog/product/product_detail.jsp;jsessionid=F1G31XPJ
SJFQNLA0MR
PVX5Q?childName=&parentCategoryName=&parentCategory=&productId= prod1060004&category Name=&prodId=&start=&parentId = internal workgroup
– if clinical focus, business case, needs assessment, clinical training
Clinical – internal workgroup
American Medical Association
Uninformed Consent: What Can Happen When a Patient Does Not
Understand the Information You Have Provided www.bigshouldersdubs.com/clients/AMA/Consent06.htm
American Medical Association
Help Patients Understand (23 min video) http://www.ama-assn.org
internal workgroup
– if clinical focus, business case, needs assessment , training
If clinical - business case, needs assessment
URAC accreditation - this article mentions the core health literacy components http://www.istockanalyst.com/article/viewiStockNews/articleid/2
510260
-- Put consumer materials in plain language;
-- Assess the use of plain language in consumer documents; and
-- Provide information and guidance on health literacy to staff who write consumer materials.
Health Literacy Universal Precautions Tool Kit (AHRQ) Webbased toolkit to help adult and pediatric primary care practices address health literacy http://ahrq.gov/qual/literacy
If Clinical – business case, needs assessment, training
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can
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Our Contact information:
Crystal Duran, MPH, CHES Peggy Payne, MA, CDE
Crystal.Duran@cigna.com
Peggy.payne@cigna.com
Phone: 720.733.0955 Phone: 949.709.1119
“CIGNA” and the “Tree of Life” logo are registered service marks of CIGNA Intellectual
Property, Inc., licensed for use by CIGNA Corporation and its operating subsidiaries. All products and services are provided exclusively by such operating subsidiaries and not by CIGNA
Corporation.
© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can Duplicate
Consider your scope or your areas of interest. Use the below to assess needs – this can help lay the foundation for your action plan, your goals and your objectives.
Example –
Staff awareness, buy-in related to low health literacy
Internal workgroup has skills to develop training, training dept. is available to help
Not sure where to start, which staff or which information to cover in training. Need to have workgroup develop a plan, it could take several months. No budget for training.
Lots of free resources online from which we can develop training content, can use volunteer staff to help develop content
If don’t offer awareness education, staff may not engage in our action plans.
© 2010 CIGNA
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Diversity Rx – Pre-Conference Workshop October 18, 2010
Health Literacy & Clear Communication Initiatives That You Can Duplicate
© 2010 CIGNA
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