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Organisational health literacy standards and toolkit

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Spoken and multimedia communication

Staff speak simply and clearly. They check how well they’ve communicated and encourage 2-way conversations. Recorded messages and videos use clear, everyday language.

Introduction
Health literate organisations should make sure that information is communicated in a way that is clear, simple and easy to understand. This includes verbal communication, in person, over the phone, and in recorded messages and videos.

Staff should speak clearly at all times, using everyday words. They should avoid using jargon, acronyms or terminology. They should encourage questions and check understanding. This tools and resources on this page will help staff to do this.
Tools and techniques to help you to speak simply
Example script for a telephone call
An example script to help you think about how you can make sure communication over the telephone is clear and simple.

Chunk and check: directions video
Watch this video to see the chunk and check technique in action.

Chunk and check: Pharmacy
Watch this video to see the chunk and check technique in action.

Chunk and check: phone call
Watch this video to see the chunk and check technique in action.
Resources to help observe how well staff communicate
Health literacy observation form
A form to help you to observe how well staff communicate.

Health literacy observation form for seminars
A form to help you to observe how well staff communicate.

If you would like to get in touch and find out more,
please email:
[email protected]

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Useful links:

Health literacy training
A link to free health literacy training for the North East and North Cumbria available on Boost Learning Academy.

Health literacy YouTube playlist
A set of videos on health literacy.

Language of Health video
This video shows how people feel about the complicated language we sometimes use in healthcare.

Ask me 3 - resource for patients
A resource to help you to encourage patients to ask 3 questions that will help them to understand their health conditions better.

Realistic medicine 5 questions - resource for patients
A resource for patients that helps them to understand how they can use 5 questions to help patients and relatives feel able to discuss their treatment.

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Contact

0191 535 4339[email protected]

Pemberton House, Colima Avenue Sunderland Enterprise Park Sunderland, SR5 3XB

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