Reporting about the Patient Experience (HLOL #138)

BarbaraLambiaso.2013Barbara Lambiaso is Senior Project Manager for Communications at Massachusetts Health Quality Partners (MHQP) based in Watertown, MA. Building on many years of experience in health and health care communications, Barbara oversees all aspects of HealthcareCompassMA.org, a website where the public can find easy-to-understand information and data about quality healthcare in Massachusetts.

In this podcast, Barbara Lambiaso talks with Helen Osborne about:

  • Designing a useful, usable consumer website based on healthcare quality data.
  • Making choices about navigation, wording, images, and layering of information.
  • Working with the intended audience to make this website even better.

More Ways to Learn:

Health Literacy from A to Z: Practical Ways to Communicate Your Health Message, Second Edition (Updated 2018), by Helen Osborne. Relevant chapters include: 4, 39.

Read the written transcript.

Choosing A Health Plan: Ways to Make This Experience Easier and More Consumer-Friendly (HLOL #87)

Lynn Quincy is a senior health policy analyst for Consumers Union–the policy and advocacy division of Consumer Reports. Quincy works on a wide variety of health policy issues that often focus on consumer protections, consumers’ health insurance literacy, and health insurance reform at the federal and state levels.

In this podcast, Quincy talks with Helen Osborne about:

  • Choosing a health plan. Why this task is often so hard for consumers.
  • Ways to make this experience easier and more consumer-friendly.
  • Strategies to help, including: choice architecture, cognitive shortcuts, stories, visuals, and doing the math for consumers.

More Ways to Learn:

Health Literacy from A to Z: Practical Ways to Communicate Your Health Message, Second Edition (Updated 2018), by Helen Osborne. Relevant chapters include: 4, 11, 13, 30, 36, 39.

Read the transcript of this podcast.

Creating Usable, Useful Health Websites for Readers at All Levels (HLOL #34)

Stacy Robison MPH, CHES is co-founder of CommunicateHealth — a consulting company based in Northampton, Massachusetts. As a certified health educator, Stacy uses plain language to meet the learning needs of audiences with limited health literacy skills.

For the past three years, Stacy has been writing and designing health content for Quick Guide to Healthy Living — part of the award-winning healthfinder.gov Web site from the U.S. Office of Disease Prevention and Health Promotion. This site has been tested and developed with close to 800 Web users, most of whom have limited health literacy skills.

In this podcast, Stacy Robison talks with Helen Osborne about:

  • How people with limited literacy skills, health literacy skills, or limited time use online health information.
  • What is different when communicating about wellness and prevention (health promotion) v. communicating about diagnosis and treatment (health care).
  • Ways to design health content so that Web users can, and will, take action.

More ways to learn:

Read a transcript of this podcast.

Teachable Moments: Using Celebrity to Teach About Health (HLOL #32)

Michele Berman, MD is a pediatrician who has practiced in hospitals and pediatric centers across the United States. She also has authored numerous articles, many of them about the practical side of parenting.  But now Dr. Berman is taking on a new role as Managing Partner and Chief Medical Officer of the website, Celebrity Diagnosis.

In this podcast, she talks with Helen Osborne about ways to make the most of teachable moments and use celebrity news to teach about health.

Topics include:

  • How “teachable moments” provide context for new learning
  • Why and how this website connects celebrity with health
  • Lessons learned that all health communicators can apply

More Ways to Learn:

Communicating Clearly on the Web (HLOL #19)

Janice (Ginny) Redish, Ph.D. is president of Redish & Associates, Inc. based in Bethesda, Maryland. In this work, Ginny helps government agencies and private companies create successful web sites through training and consultation on plain language and usability. Among her many accomplishments, Ginny helped develop the federal website www.usability.gov – a guide for developing usable and useful websites.

Ginny has won many awards for her work and is the author of numerous publications on usability, task analysis, accessibility, document design, plain language, and writing for the web. Her latest is the widely-acclaimed book, Letting Go of the Words – Writing Web Content that Works.

In this podcast she talks with Helen Osborne about ways to communicate clearly on the Web. Topics include:

  • Writing for print or the web. What’s the difference? How are they the same?
  • Appreciating that every web use is a conversation started by the site visitor.
  • Understanding your web visitors by thinking of “personas.”
  • Applying principles of plain language to health websites.
  • Using usability testing to measure how well your website works.

More Ways to Learn

About plain language: www.plainlanguage.gov & www.centerforplainlanguage.org

About usability: www.usability.gov & www.usabilityprofessionals.org

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