Table 5 Health literacy practice ranking

1

Consistently avoids using medical “jargon” in oral and written communication with patients. And defines unavoidable jargon in lay terms

與病患進行口頭或書面溝通時, 避免使用醫學術語; 對無法避免的專業術語, 會用淺顯易懂的話語解釋給病患聽

2

Consistently speaks slowly and clearly with patients

一直保持緩慢而清楚的方式與病患說話

3

Routinely uses analogies and examples, avoiding idioms and metaphors, to help make oral and written information more meaningful to patients

提供書面和口頭資訊時, 為了讓病患更清楚瞭解, 能常規地使用比喻或舉例, 避免使用成語或隱喻

4

Routinely uses verbal and non-verbal active listening techniques when speaking with patients

在與病患溝通時, 能常規地使用積極性語言及非語言的聆聽技巧

5

Consistently elicits the full list of patient concerns at the outset of encounters

從初次與病患會面互動, 能持續引導病患列出其所有的擔憂

6

When preparing to educate patients, routinely asks about patients’ preferred learning style in a non-shaming manner (e.g., asks “what is the best way for you to learn new information?”)

對病患做健康指導時, 能常規地使用不讓病患感到羞愧的問法來了解其偏好的學習模式 (例如: 你都用甚麼方式學習新東西?)

7

Routinely uses a “teach-back” or “show-me” techniques to check for understanding and correct misunderstandings in a variety of health care settings, including during the informed consent process

在諸多健康照護情境下, 包括獲得知情同意的過程中, 持續地應用「回覆示教」(teach-back) 或「示範給我看」(show-me) 的技巧, 來確認病患的瞭解程度並糾正誤解

8

Consistently negotiates a mutual agenda with patients at the outset of encounters

從初次與病患會面互動, 能持續與病患討論出醫病共同決定的治療計畫

9

Routinely selects culturally and socially appropriate and relevant aids, including objects and models, to enhance and reinforce oral and written communication with patients

常規地選用符合社會風俗民情的輔助工具, 包括物品或模型, 來加強與病患的口頭或書面溝通

10

Routinely makes instructions interactive, such that patients engage the information, to facilitate retention and recall

常規地給予病患互動性的指導, 有助於病患了解訊息, 進而促進對訊息的記憶與回溯

11

Routinely recommends the use of professional medical interpreter services for patients whose preferred language is other than English

對於那些不善用本國語言的病患, 能常規地建議其使用專業醫療翻譯服務

12

Routinely elicits patients’ prior understanding of their health issues in a non-shaming manner (e.g., asks “what do you already know about high blood pressure?”)

能常規地使用不讓病患感到羞愧的問法來引導病患描述對自己健康狀況的了解 (例如: 你對高血壓的了解是什麼?)

13

Routinely uses short action-oriented statements, which focus on answering the patients’ question, “what do I need to do” in oral and written communication with patients

與病患用書面和口頭方式溝通時, 能常規地採用「行動為導向」的簡要陳述來回答病患所提出「我需要做甚麼」的疑問

14

Consistently follows principles of easy-to-read formatting when writing for patients, including the use of short sentences and paragraph, and the use of bulleted lists rather than denser blocks to text, when appropriate

遵循易於閱讀格式的原則來書寫給病患的資訊, 包括使用簡短的語句和段落, 以及條列式重點取代長篇幅的文字陳述

15

Routinely puts information into context by using subject headings in both written and oral communication with patients

與病患用書面和口頭方式溝通時, 能常規地使用標題, 讓病患更容易了解主題內容

16

Routinely emphasizes one to three “need-to-know” or “need-to-do” concepts during a given patient encounter

在每次與病患的會面互動, 能常規性的強調一到三個「需要知道」或「需要做」的概念

17

Routinely “chunks and checks” by giving patients small amounts of information and checking for understanding before moving to new information

持續地使用「分段確認」 (chunks and checks) 的技巧, 把要跟病患溝通的訊息分成幾個部分說明, 確認病患瞭解部分後, 再給予新的訊息

18

Routinely assesses adherence to treatment recommendations, and root causes for non-adherence, non-judgmentally, before recommending changes to treatment plans

在建議更改治療計畫前, 會常規地評估病患對原治療建議的依從性, 並以客觀的角度了解造成病患不依從的根本原因

19

Routinely conveys numeric information, such as risk, using low “numeracy” approaches, such as through examples in oral and written communication

與病患進行口頭或書面溝通時, 能常規地將數字訊息, 例如風險值, 轉換為以舉例的方式說明

20

Routinely ensures that patients understand at minimum: 1) what their main problem is, 2) what is recommended that they do about it, and 3) why this is important

常規地確認病患至少了解到 1) 他們最主要的問題是甚麼, 2) 他們被建議要做甚麼, 3) 為什麼這個建議是重要的

21

Routinely writes in English at approximately the 5th-6th grade reading level

常規地使用約五、六年級能閱讀的程度來書寫資訊給病患

22

Consistently writes or re-writes (“translates”) unambiguous medication instruction when called for during regular duties

當有需要時, 寫或重寫(翻譯)不明確的用藥指示

23

Routinely conducts medication reconciliation with patients, including use of “brown bag” medication reviews, when called for during regular duties

在職務上需要時, 會常規地與病患核對其用藥情形, 包含讓病患將所使用的藥物和營養補充品帶來檢查與討論

24

Consistently uses a “universal precautions” approach to oral and written communication to patients

持續地採用通用守則來跟病患進行口頭或書面溝通

25

Consistently elicits questions from patients through a “patient-centered” approach (e.g., “what questions do you have?”, rather than “do you have any questions?”)

持續地透過以病患為中心的方式, 引導病患發問, 例如用「你有甚麼問題?」而不是「你有任何問題嗎? 」

26

Consistently locates and uses literacy-appropriate patient education materials, when needed and available, to reinforce oral communication, and reviews such materials with patients underlining or highlighting key information

持續地尋找及應用適合病患閱讀的衛教文本來加強口語溝通, 並且能與病患一同討論或標示出重點

27

Routinely arranges for timely follow-up when communication errors are anticipated

當預期會發生溝通錯誤時, 能常規地安排合時的後續追蹤

28

Routinely documents in the medical record that a “teach back,” or closed communication loop technique has been used to check the patient’s level of understanding at the end of the encounters

常規地在病歷上紀錄, 與病患會面互動結束前, 應用了回覆示教或封閉迴路溝通技巧來確認病患的理解程度

29

Routinely encourages and facilitates patients to carry an updated list of their medication with them

常規地鼓勵並建議病患帶一份近期用藥清單

30

Routinely refers patients to appropriate community resources for enhancing literacy and/or health literacy skills [e.g., Adult Basic Literacy Education] within the context of the therapeutic relationship

在醫病關係前提下, 轉介病患到適合的社區資源來, 提升讀寫能力與/或健康識能(舉例: 成人基礎識讀教育)

31

Consistently treats the diagnosis of limited health literacy as “protected health information” requiring specific “release of information” for disclosure

持續地將被認定為健康識能不足是受保護的資料, 需要特殊要求釋出訊息時才能揭露

32

Routinely anticipates and addresses navigational barriers within health care systems and shares responsibility with patients for understanding and navigating systems and processes; attempts to make systems and processes as transparent as possible

常規地預期及強調搜尋健康照護系統的阻礙, 分擔病患瞭解及搜尋系統和過程的責任, 盡可能讓系統和過程透明化