Press Ganey’s CEO Talks about Analyzing Sentiments to Improve Healthcare Quality (HLOL #43)

Rick Siegrist is the CEO of Press Ganey – a worldwide company that helps more than 10,000 healthcare organizations measure and improve the quality of their care. For many years, Press Ganey learned about the patient experience mostly through satisfaction surveys. Now it is learning even more by analyzing the sentiments (comments) that patients write on these surveys.

Looking at satisfaction data along with patients’ sentiments is proving to be an effective way of understanding many aspects of the patient’s experience, including health communication.

In this podcast, Rick Siegrist talks about:

  • Using satisfaction surveys to learn about and improve healthcare quality.
  • Analyzing sentiments – a way to translate human emotion into hard data.
  • Bridging sentiments, satisfaction and health communication in your practice.

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Mapping Health Literacy “Hot Spots” (HLOL #42)

Laurie Martin, ScD MPH is a policy researcher with the RAND Corporation. Her interests focus on understanding the role of health literacy from both an individual and community perspective. Among her many accomplishments, Dr. Martin and colleagues developed an interactive mapping tool that identifies health literacy “hot spots” — geographic areas of suboptimal health or healthcare that may be due to low health literacy.

A prototype is being used in Missouri. The goal is to expand nationwide, providing tools that researchers and practitioners can use to target health literacy interventions in ways that are efficient and cost-effective. In this podcast, Dr. Martin talks with Helen Osborne about:

  • Health literacy from a population perspective. How this differs from an individual perspective.
  • Using a predictive model to estimate and map community-level health literacy.
  • Lessons learned to apply on a population level, individual level, and community level.

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Assessing Readability in the European Union (HLOL #40)

Mark Gibson MA is a Consumer Information Specialist based in Leeds, England. He is a linguist, translator, and journalist who now focuses on readability testing and information design. Building on his research in patient communication, Mark designs information that is appropriate for diverse audiences – including those with limited English proficiency, low literacy skills, and sight loss.

In this podcast he compares and contrasts ways to assess readability in the European Union (EU) and the United States. Topics include:

  • Assessing readability: How does the system used in the EU compare to that in the United States?
  • EU process of assessing readability: What works well and what does not?
  • Lessons learned and resources that listeners can use right away.

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National Action Plan to Improve Health Literacy (HLOL #39)

Cynthia Baur, Ph.D., is the Senior Advisor for Health Literacy at the Centers for Disease Control and Prevention (CDC), a division of the U.S. Department of Health and Human Services (HHS). She co-chairs several federal health literacy initiatives, including the workgroup for Healthy People 2020 Health Communication and Health Information Technology.

Dr. Baur is the lead author for the National Action Plan to Improve Health Literacy and helped develop CDC’s online health literacy training for health professionals. In this podcast, she talks with Helen Osborne about the National Plan to Improve Health LiteracyTopics include:

  • How the National Action Plan to Improve Health Literacy was developed with input from researchers, practitioners, and community members.
  • Ways individuals and organizations can use this health literacy action plan.
  • A national and international perspective about health literacy.

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A Participatory Approach for Communicating with Diverse Audiences (HLOL #31)

Linda Neuhauser, DrPH, is Clinical Professor of Community Health and Human Development at the University of California, Berkeley School of Public Health. Her work focuses on translating research into improved health interventions and mass communication. Dr. Neuhauser is especially interested in participatory approaches that meet the literacy, linguistic, and cultural needs of diverse audiences. She is Co-Principal Investigator of the UC Berkeley Health Research for Action Center that uses participatory design to create, implement and evaluate communication initiatives that have now reached over 30 million people.

In this podcast, she talks with Helen Osborne about participatory and user-centered approaches to health communication.

Topics include:

  • Communication challenges for both givers and receivers of information
  • A structured approach to participatory, user-centered design
  • Overcoming objections of limited time, money, or other resources

More Ways to Learn:

  • Neuhauser L, Rothschild R, Graham C, et al. “Participatory Design of Mass Health Communication in Three Languages for Seniors and People With Disabilities on Medicaid,” American Journal of Public Health. 2009;99 (12).
  • Neuhauser L, Constantine WI, Constantine NA, et al. “Promoting Prenatal and Early Childhood Health: Evaluation of a Statewide Materials-based intervention for Parents. American Journal of Public Health. 2007;97(10):1813-1819.
  • Health Literacy Out Loud Podcast #13: Len & Ceci Doak Discuss Health Literacy’s Past, Present, and Future (includes a discussion of the SAM materials assessment tool), Available at http://www.healthliteracyoutloud.com/2009/03/23/hlol-13-len-ceci-doak-discuss-health-literacy’s-past-present-and-future/

To read the written transcript, go to http://healthliteracy.com/transcript.asp?PageID=11864 [Read more…]

Making a Business Case to Move Health Literacy Forward (HLOL #30)

David Walsh is a principal in the consulting firm, SmartLaunch based in Havertown, PA. With expertise in strategic and business planning, marketing and financial management, Walsh helps non-profit and for-profit businesses manage change, maximize opportunities, and launch new ventures.

Walsh recently helped develop a business case for Health Literacy Missouri and worked to launch them as a new, independent non-profit business entity. In this podcast, he talks with Helen Osborne about the importance of using proven business principles to move health literacy forward. Topics include:

  • Knowing why you need to make a business case for health literacy
  • Using the language of business (key terms and acronyms)
  • Creating a workable and measurable business plan
  • Understanding business drivers, goals, and the importance of focus

More Ways to Learn:

Click here to read the written transcript of this podcast. [Read more…]

Applying Adult Education Principles to Medicine & Public Health (HLOL #28)

Dr. Winston Lawrence Winston Lawrence knows a lot about adult literacy education and community health. He works at the Literacy Assistance Center (LAC), a non-profit adult literacy organization providing professional development and technical assistance to the adult literacy community throughout New York City.

In this work, Dr. Lawrence oversees the city-wide implementation of LAC’s Health Literacy Initiative. He trains teachers and health professionals about health literacy principles and strategies. He also facilitates partnerships between literacy agencies and health care institutions.

In this podcast he talks with Helen Osborne about ways to apply adult literacy principles to medicine and public health. Topics include:

  • Why and how a literacy organization got involved with health literacy
  • How teaching practical health literacy skills helps teachers and students alike
  • Ways health literacy partnerships benefit both literacy and health programs
  • Resources to start building health literacy partnerships near you

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CAHPS Health Literacy Item Set: An Interview with Dr. Carolyn Clancy (HLOL #27)

Clancy, CarolynCarolyn M. Clancy, M.D., is a general internist, health services researcher and director of the U. S. Department of Health and Human Services’ Agency for Healthcare Research and Quality (AHRQ) in Rockville, Maryland. Throughout her career, Dr. Clancy has been an advocate for improving the health care system. Her major research interests include improving health care quality and patient safety, and reducing disparities in care associated with patients’ race, ethnicity, gender, income, and education.

In 2009, Dr. Clancy was chosen as the most powerful physician-executive by the readers of Modern Healthcare and Modern Physician magazines. She was also awarded the 2009 William B. Graham Prize for Health Services Research.

In this podcast she talks with Helen Osborne about AHRQ’s new CAHPS Health Literacy Item Set. Topics include:

  • Health literacy and how it relates to quality, safety, and patient care
  • CAHPS Health Literacy Item Set: A way to measure patients’ experience of care and communication
  • Vision for the future with health literacy as part of every practice

More Ways to Learn:

Writing Health Information That Caregivers Can Understand and Providers Will Accept (HLOL #22)

Carol Levine

Carol Levine works at the United Hospital Fund in New York City. There, she directs the Families and Health Care Project which focuses on developing partnerships between health care professionals and family caregivers, especially during transitions in health care settings. You can see this project online at www.nextstepincare.org.

Levine has won numerous awards for her work on health and social policy issues. In 1993, she was awarded a MacArthur Foundation Fellowship for her work in AIDS policy and ethics. In 2007, she was named a WebMD Health Hero.

In this podcast she talks with Helen Osborne about “Writing health information that caregivers can understand and providers will accept.” Topics include:

  • The growing interest in transitions of care
  • Writing information in ways caregivers can understand
  • Getting buy-in from a cross-section of providers
  • Successes, lessons learned, and recommendations

Developing Healthcare Materials With and For Village Health Workers (HLOL #18)

Curt Wands-Bourdoiseau is a physician assistant who has worked in free and community clinics across the United States. He has also trained village health workers in rural, isolated and conflict zones in Southern Mexico, Guatemala, Honduras and Colombia. Curt now works at the Hesperian Foundation in Berkeley, CA – serving as the project manager for the first major rewrite of the internationally renowned village health worker training book, Where There Is No Doctor.

In this podcast, he talks with Helen Osborne about developing healthcare materials with and for village health workers. Topics include:

  • Overview about the Hesperian Foundation
  • About Hesperian’s books, including Where There Is No Doctor
  • Materials development process using the participatory model
  • Lessons learned and shared with the health literacy community

Ways to Learn More:

Hesperian Foundation (English): http://www.hesperian.org
Hesperian Foundation (Spanish): http://espanol.hesperian.org

Dr. Arthur Culbert Talks About Statewide Health Literacy Initiatives (HLOL #17)

Arthur Culbert, Ph.D., M.S. is the Interim Executive Director, Health Literacy Missouri and serves as the Senior Advisor to the Missouri Foundation for Health in St. Louis, Missouri.  In this capacity, Dr. Culbert chairs the coordinating council and facilitates the collaboration of the development of Health Literacy Missouri, a state wide health literacy center.

Prior to moving to St. Louis, Dr. Culbert spent 31 years as a faculty member and a dean at the Boston University schools of medicine and public health. He has over 25 years of teaching experience in the fields of public health, medical sociology, and medical education. Throughout his career Dr. Culbert has been a pioneer, an innovator, and a leader in the fields of public health and medical education.

In this podcast, he talks with Helen Osborne about statewide health literacy initiatives. Topics include:

  • Statewide health literacy initiatives: What Missouri and other states are doing
  • Synergy and collaboration among statewide health literacy initiatives
  • Stakeholders and other necessary partners in these initiatives
  • Economic considerations and essential resources to get started

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Dr. Rima Rudd Talks About the Health Literacy Burden in Healthcare (HLOL #15)

Dr. Rima Rudd is Senior Lecturer on Society, Human Development, and Health at the Harvard School of Public Health. Her work centers on health communication and the design and evaluation of public health programs. She teaches courses on innovative strategies in health education, program planning and evaluation, and health literacy.

Dr. Rudd is widely recognized as a leader in health literacy – helping to shape both the research and practice agenda in the US, Canada, and Europe. Dr. Rudd works closely with the adult education, public health, oral health, and medical sectors. Her current research looks at literacy-related disparities and literacy-related barriers to health programs, services, and care. Her Harvard website on health literacy serves scholars and practitioners.

In this podcast, she talks with Helen Osborne about the health literacy burden in healthcare. Topics include:

  • Literacy-related disparities and barriers as they relate to healthcare
  • Deconstructing healthcare language, instructions, and activities
  • Literacy demands in chronic disease management, prevention, and navigation
  • Why it’s time to reconsider the definition of health literacy

More Ways to Learn:

  • Harvard School of Public Health, Health Literacy Studies. www.hsph.harvard.edu/healthliteracy
  • Communicating Health: Priorities and Strategies for Progress (2003), US Department of Health and Human Services & Office of Disease Prevention and Health Promotion.  Dr. Rudd wrote the chapter about health literacy. Available at http://odphp.osophs.dhhs.gov/projects/healthcomm/
  • Literacy and Health in America (2004), Educational Testing Services. Dr. Rudd is one of the authors. Available at http://www.ets.org/Media/Research/pdf/PICHEATH.pdf
  • National Center for the Study of Adult Literacy and Learning (NCSALL), http://www.ncsall.net
  • Nielsen-Bohlman L, Panzer AM, Kindig DA, (ed), 2004. Health Literacy: A Prescription to End Confusion. The National Academies Press: Washington DC. Dr. Rudd was a member of the Institute of Medicine committee as well as writer/contributor to the book. Available at http://books.nap.edu

To read a written transcript, click http://healthliteracy.com/transcript.asp?PageID=11705

Talking about the Economic Side of Health Literacy (HLOL #14)

George J. Isham, M.D., M.S. is Chief Health Officer and Plan Medical Director for HealthPartners Health Plan in Minneapolis, Minnesota. His many responsibilities include overseeing programs of health promotion and disease prevention, research, professional education, strategic planning, quality and utilization management.

Dr. Isham is active nationally, as well. He works with a wide range of associations including America’s Health Insurance Plans, Alliance of Community Health Plans, Accreditation Association for Ambulatory Health Care, and Bridges to Excellence. Dr. Isham chairs the Institute of Medicine’s (IOM) Roundtable on Health Literacy.   

In this podcast, he talks with Helen Osborne about economic side of health literacy. Topics include:

  • Framing health literacy economics in terms of effectiveness and efficiency
  • Looking at the relationship between health literacy and health outcomes
  • Making a compelling case for organizations to invest in health literacy

More ways to learn:

  • IOM Roundtable on Health Literacy, http://www.iom.edu/?id=32786
  • Isham G, Halvorson G, 2003. Epidemic of Care: A Call for Safer, Better, and More Accountable Health Care. Jossey-Bass: San Francisco, CA.
  • Nielsen-Bohlman L, Panzer AM, Kindig DA, (ed), 2004. Health Literacy: A Prescription to End Confusion. The National Academies Press: Washington DC.
  • Osborne, H. “In Other Words…Making a Bottom-Line Case for Health Literacy,” On Call magazine, Sept/Oct 2006. Available at http://www.healthliteracy.com/article.asp?PageID=4804

Len & Ceci Doak Discuss Health Literacy’s Past, Present and Future (HLOL #13)

Cecelia (Ceci) and Leonard (Len) Doak are a husband and wife team who, for over 30 years, helped lead the way to health literacy. Their book, workshops, and articles have inspired advocates everywhere to improve health understanding.

Ceci started as a commissioned officer in the US Public Health Service. During her more 20 years there, Ceci developed and led numerous health education programs. In fact, she received a commendation from the Surgeon General for her work educating the public about cancer.

Len comes to health literacy via adult education, volunteering for many years as a tutor of non-readers. Len’s first career was as a Navy engineer and among his many accomplishments he helped simplify instructions for crews working on ships and submarines.

Len & Ceci co-authored the award-winning book, Teaching Patients with Low Literacy Skills. In their non-profit business Patient Learning Associates, Inc., Len and Ceci have written guidelines for many important projects and analyzed the suitability of over 2,000 healthcare materials in virtually all formats. They have presented at more than 200 health literacy workshops, training thousands of health professionals in all disciplines.

In this Health Literacy Out Loud podcast, they talk with Helen Osborne about the past, present, and future of health literacy. Topics include:

  • How health literacy began more than 30 years ago
  • Why health literacy was important then and is even more so today
  • Strategies to improve communication and assess if messages are understood
  • Ceci & Len Doak’s vision for health literacy in the future

More ways to learn:

  • Doak, Doak, & Root, Teaching Patients with Low Literacy Skills, Second Edition. 1996. Available for free at Harvard University School of Public Health’s Health Literacy Studies website, http://www.hsph.harvard.edu/healthliteracy/resources/doak-book/
  • Houts, Doak, Doak, Lascalzo. “The role of pictures in improving health communication:  A review of research on the benefits of pictures on attention, comprehension, recall, and adherence.”  Patient Education and Counseling, 61 (2006) 173-190, 2005 Elsevier Ireland Ltd.
  • Osborne, H. “In Other Words…Can They Understand? Testing Patient Education Materials With Intended Readers,” On Call Magazine, Nov 2001. Available at http://www.healthliteracy.com/article.asp?PageID=3811

Click here for a transcript of this episode: http://healthliteracy.com/transcript.asp?PageID=1169 [Read more…]

Julie McKinney Talks About An Online Health Literacy Community (HLOL #10)

Julie McKinney moderates the “Health & Literacy Discussion List” (“List”) for the National Institute for Literacy. She also consults on a wide variety of health literacy projects in her work with World Education, Inc., the National Institute for Literacy, and others. McKinney helps build collaborations between the fields of adult literacy and health education.

In this podcast, she talks with Helen Osborne about an online health literacy community. Topics include:

  • What the “Health & Literacy Discussion List” is and ways to participate
  • How this List creates a sense of community and collaboration
  • Examples of projects, actions, and advocacy that arose from this List

More ways to learn:

Andrew Krueger MD talks about health literacy and management of chronic disease (HLOL #7)

Andrew Krueger, M.D. is the Medical Director for Accordant Health Services (a division of CVS Caremark Corporation). His responsibilities include directing and supporting Health Management Medical Affairs, providing medical leadership to numerous projects and committees, and serving as the senior clinician providing guidance for Accordant’s disease management programs.

In this podcast, he talks with Helen Osborne about health literacy and management of chronic disease. Topics include:

  • What disease management programs are and why health literacy matters
  • Ways to communicate with patients including by telephone, mail, and the Web
  • How helping patients understand their conditions can improve health outcomes

More ways to learn:

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Lee Joesten Talks About Generating Hospital-Wide Interest & Activity About Health Literacy (HLOL #6)

Leroy (Lee) B. Joesten is Vice President of Mission and Spiritual Care at Lutheran General Hospital, part of Advocate Health Care in the Chicagoland area. He is an ordained Lutheran minister and certified hospital chaplain. Chaplain Joesten has developed ministries for the bereaved and those facing life threatening and terminal illnesses. He also has chaired Lutheran General’s Health Literacy Task Force since 2003.

In this podcast, he talks with Helen Osborne about generating hospital-wide interest and activity about health literacy. Topics include:

  • Why health literacy is important to address hospital-wide
  • Health literacy strategies, initiatives, and lessons learned
  • Wishes and vision for the future in terms of health literacy

More ways to learn:

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