How do you tailor messages to patients with different health literacy levels?

Starting with a kind and compassionate heart is first and foremost. Creating a space, even if just for a moment, to allow someone to feel safe and heard will matter most. Hearing them, asking the right questions to gauge their current understanding, and then answering with the intent to provide them with what they need to know should be natural and fluid when engaging with patients. Some of the most educated and capable clinicians I know speak to everyone in the most heartfelt, universal, and uncomplicated terms. Speak from your heart to the other person heart and they will always hear much more of what you are saying.

Because health literacy levels are not routinely assessed, literacy levels are often used as a proxy for health literacy proficiency levels by researchers, and only 12% of U.S. adults score at the highest levels.

Tailoring healthcare messages based on literacy levels is crucial. For low health literacy, use simple language, visual aids, and repeat key points. Offer step-by-step written instructions for procedures. For moderate literacy, employ plain language with some medical terms and engage in interactive discussions. Provide brochures for further reading. For high literacy, use technical language, offer detailed explanations, and encourage shared decision-making. Across all levels, empathy and active listening are vital. Use an "Ask-Clarify-Ask" method: inquire what the patient knows, clarify any misinformation, and ask again to ensure understanding. Multi-modal communication—verbal, written, and digital—reinforces the message.

If only 12% of U.S. adults have the health literacy skills needed to manage the demands of our complex healthcare system, we should assume that all patients or members have difficulty understanding, especially considering that healthcare practitioners are communicating important health information during a time of high stress and illness.

Something to consider when using plain language and avoiding jargon with patients is that it fosters inclusivity and improves accessibility. Using plain language helps individuals who are not native speakers of a language or who have disabilities access and understand content. This approach also helps establish trust which is important in a provider-patient relationship and leads to better decision making.

Being empathetic and respectful when delivering messages to patients with varying health literacy levels is crucial. It aids in gauging patient comprehension, ensuring information is understood correctly. It fosters a positive patient-provider relationship, encouraging engagement, questions, and informed decision-making. This is especially important for obtaining informed consent and reducing anxiety associated with medical information. Moreover, empathy and respect build trust, enhancing patient compliance and cultural sensitivity. They also prevent miscommunications and contribute to overall patient satisfaction, ultimately leading to better and optimal healthcare outcomes and positive feedback.