Transcript Plain Language - Writing

Patient Empowerment:
Gnitacinummoc with Stneitap
Using Plain Egaugnal
(Part II)
Jennifer St. Clair Russell, MSEd, CHES
Director, Public & Professional Education
American Kidney Fund
Purpose of Session
The goal of this webinar is to increase
participants’ ability to develop patient
materials using plain language principles.
Objectives
By the end of this session, you will be able to:
• Define health literacy and plain language;
• List three questions to ask when writing plain
language materials or to identify plain language
materials; and
• List at least three “rules” to follow when writing
plain language materials.
Health Literacy
What is Health Literacy?
The degree to which individuals can
obtain, process, and understand the
basic health information and services
they need to make appropriate health
decisions.
(Institute of Medicine 2004)
Impact on Health
Those with limited health literacy skills:
• More likely to be hospitalized
• More likely to use emergency services
• Report poorer overall health
• Less likely to be screened
• More likely to be diagnosed at a later stage
• Less likely to control chronic conditions
 Diabetes
 Hypertension
 Chronic Kidney Disease
Plain Language
What is Plain Language?
• Presenting information so it makes sense to
most people.
• Using straightforward, concrete, familiar words.
• Matches the needs of the reader with your
needs as a writer—effective and efficient
communication.
Plain Language is Not…
•
•
•
•
•
“Talking down”
“Dumbing down”
“Baby talk”
Patronizing
Simplistic
What Are the Benefits?
Medical Professional:
• Materials more likely to be
read
• Increased understanding of
content
• Instructions more likely to be
followed
• Fewer questions
• Quicker responses to patient
questions
• Increased patient satisfaction
• Increased adherence →
better outcomes
Patient:
• Needed information more
understandable and userfriendly
• More likely to follow the
instructions they were given
• More positive views of the
facility
• Better overall experience
• Better overall outcomes
Audience-Centered Communication
Plain language begins with the needs of the
audience:
• What you communicate is determined by your
purpose for communicating.
• How you communicate should be determined by
your audience’s reasons for listening and their
comprehension skills.
Plain Language Basics
Written Communication
Identify your audience
To help you do this, try answering the following
questions:
• Who are my readers?
•
Why am I writing this document?
•
How will my readers use this information?
Words
Use Pronouns
Before
After
• Frequency of blood sugar
testing will be determined
by a physician.
• Your doctor will tell you
how often to check your
blood sugar.
• The patient must provide
his or her mailing address
and insurance
information.
• You must provide your
address and insurance
card.
Avoid Noun Strings
Before
After
• Dialysis center patient
infection prevention
procedures development.
• Setting up procedures to
prevent infection among
dialysis center patients.
• Draft patient protection
regulations.
• Draft of rules to protect
the rights and health of
patients.
Use Acronyms Carefully
Before
After
• BP
• Blood pressure
• CAPD
• Peritoneal dialysis
• HbA1c
• Average blood sugar
• SOB
• Shortness of breath
Use Active Voice
Before
After
• The bill was paid for by
the insurance company.
• The insurance company
paid the bill.
• Insurance information
must be provided prior to
an appointment.
• You must give us your
insurance card before
your visit.
Use the Simplest Verb Tense
Before
• These sections describe
types of information that
would satisfy the
application requirements
of Paragraph 12 as it
would apply to Medicare.
After
• These sections tell you
what things are needed
for Paragraph 12 of
Medicare.
Avoid Hidden Verbs
Before
• If you cannot make the payment of the $20 copayment
fee, you must make arrangements with our office before
you arrive for your appointment.
After
• If you can’t pay the $20 copay, you must let us know
before your visit.
Use “Must” to Communicate Requirements
Before
Section 1 Program Enrollment
a) Any individual who wishes to enroll in the program
shall complete an application.
b) The individual shall be notified by mail in all cases
where enrollment is denied, and shall be given 30 days
within which to appeal such decision.
Use “Must” to Communicate Requirements
After
Section 1 How can I join the program?
a) You must complete a form to join.
b) Our group will contact you by mail if your form is
not accepted. You must file an appeal within 30
days.
Use Contractions
Before
After
• You cannot come in now.
• You can’t come in now.
• Do not enter this area.
• Don’t enter this area.
• I would not recommend
that treatment.
• I wouldn’t recommend
that treatment.
Use Simple Words
Instead of
•
•
•
•
•
•
•
Accomplish
Ascertain
Disseminate
Endeavor
Expedite
Formulate
Utilize
Use
•
•
•
•
•
•
•
Do
Find out
Send out; Give out
Try
Speed up; Faster; Quick
Work out; Form
Use
Avoid Jargon
Before
After
• Convalescence
• Get better; Heal; Recover
• Prognosis
• Chances of getting better
• Modalities of therapy
• Treatment
• Asymptomatic
• No symptoms
• Immunosuppressive drug
• Anti-rejection drug
Avoid or Explain Technical Words
Before
Test results confirm End Stage Renal Disease. Renal
replacement therapy must begin immediately.
After
Your test results show that your kidneys are no longer
working. The kidneys clean waste from your blood.
Since your kidneys are no longer working, your blood
must be cleaned another way soon. One way your
blood can be cleaned is by having hemodialysis.
Hemodialysis is a process where your blood is cleaned
by a machine.
Sentences
Use Short Sentences
Before
• The surgeon decided to operate immediately when the
patient arrived in critical condition with severe brain
damage.
After
• The patient arrived in critical condition with severe brain
damage. The surgeon decided to operate immediately.
Use the Right Tone
Before
After
• The leg injury is
disabling, therefore, the
payee is entitled to
benefits.
• We found that you have a
disabling leg injury so you
will get benefits.
• An error was made in
calculating your refund.
• We are sorry. We made a
mistake when we
calculated your refund.
Place Words Carefully
Before
• You are only required to provide the following…
• If you are determined to have a disability, we will only
pay you for the following…
After
• You are required to provide only the following…
• If we find that you have a disability, we will pay you
only for the following…
Cut Out Unnecessary Words
Instead of
•
•
•
•
•
Absolutely necessary
Joined together
Enclosed you will find
Very unique
Surrounding
circumstances
Use
• Necessary
• Joined
• Enclosed
• Unique
• Circumstances
Use “If-Then” Tables
Before
• Do not take more than 6 doses in any 24-hour period.
Administer dosage, based on weight, every 4 hours. If
weight is not known, use child’s age to determine dose.
 Children under 2 years of age should not use this product.
 2 years of age to under 6 years of age or weight between 24 –
47 pounds, check with a doctor before using.
 6 years of age to under 12 years of age or weight between
48 – 95 pounds, take 1 teaspoon.
 Over the age of 12 or that weigh 96 pounds or more take 2
teaspoons.
Use “If-Then” Tables
After
Dose:
Choose dose by weight (if weight is not known, choose by age)
If your child is…
If your child weighs…
Give your child…
Under 2 years old
Under 24 pounds
Don’t use
2 to under 6 years old
24 – 47 pounds
Ask doctor
6 to under 12 years old
48 – 95 pounds
2 teaspoons every 4 hours
12 years and older
96 pounds and over
4 teaspoons every 4 hours
• do not take more than 6 doses in any 24-hour period
Avoid Double Negatives
Before
•
•
•
•
No fewer than…
Has not yet attained
May not … until
Is not … unless
After
•
•
•
•
At least…
Is under
May only … when
Is … only if
Paragraphs
Write Clearly - Paragraphs
1. Include one issue per paragraph
2. Put a summary sentence at the beginning of
each paragraph
3. Write short paragraphs
4. Include only one issue in each paragraph
Write, Review, Edit and Re-write
Your turn…
All plans must cover certain medications, like antidepressants or immunosuppressants. Standard plans
do not cover everything, including over-the-counter
drugs, vitamins (except Vitamin D), cold medicine and a
few other medications. A plan’s formulary will include
what is covered. Generics may be less expensive, but
may not be an option for some patients. Patients should
discuss their medications with their physician to
determine if a generic may be substituted for a namebrand drug prior to purchasing it.
Sample Answer:
All plans must cover some drugs. These include
depression and organ transplant drugs. Standard plans
don’t cover all drugs, like over-the-counter drugs, cold
medicine and a few other drugs. Vitamin D is covered by
standard plans, but other vitamins aren’t. Each plan will
list what drugs are covered. Generics, or non-name
brand drugs may be cheaper. Check with your doctor
before you buy a generic.
Plain Language Checklist
NIH developed a checklist to help writers write in plain
language:
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•
•
•
•
•
Audience
Organization
Words
Sentences
Paragraphs
Design
And now, a word about…
Design
Questions?
Resources
• National Assessment of Adult Literacy
http://nces.ed.gov/naal
• American Medical Association
www.ama-assn.org/ama/pub/category/8115.html
• American College of Physicians Foundation
www.acpfoundation.org/hl/hlresources.htm
• Government Plain Language Web site
www.plainlanguage.gov
• Online Readability Calculator
www.editcentral.com