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W3C-validated transitional XHTML 3.14 Involving people: Making sure IP is accessible to people with low literacy levels
Ensure that IPs are accessible to people who cannot read well or at all. Be aware, too, that where information is particularly sensitive, some people would prefer not to have it written down.
Learning from the pilots
- Recognise explicitly that it is not always appropriate to provide written materials as the 'default' option.
Several research studies, including a recent study by the Health Foundation and one by the King’s Fund,[1][2] indicate that there is a mismatch between many information sources and people’s reading abilities. In fact, it is likely that those from the lowest social grades are less likely to want to use written materials.
- Avoid jargon.
Sites seeking to address explicitly the issue of low literacy worked hard to avoid using jargon and complicated language. Again, they found that involving users in the design of materials was critically important, and working with voluntary and community sector groups could help IP leads to identify appropriate users to help here. Involve users of different ages, as well as those with low reading levels and/or learning difficulties. Remember, too, the importance of making sure your methods of engaging users are appropriate for the particular audience.
Case study: Suffolk - Communication of information needs on IP
The IP template in Suffolk enables the user and clinician to determine the level of information that is most appropriate. When completing the prescription, which is done by way of a collaborative approach involving the professional working through the user’s information needs, there is the option of requesting that either ‘introductory’ or ‘detailed’ information is dispensed. This helps those dispensing to understand the particular needs of the user. These categories replaced the original categories of ‘low’, ‘medium’ and ‘high’ information needs, which, following stakeholder consultation, were considered to be implicitly judgemental.
Developing IP 'scripts'
A number of sites developed scripts to accompany the IP dispensing process. These were designed to help those dispensing the information to identify exactly what information the user needs. They could also prompt the IP recipient to ask the questions that will help them understand their own information needs better. Scripts were thought to be particularly useful for helping professionals engage more effectively with users who have a low level of literacy or learning difficulties. Here is an example script, from North Tyneside [PDF].
Footnotes:
1. Angela Coulter et al, Informing Patients, an assessment of the quality of patient information materials, Kings Fund, London, 1998
2. The Health Foundation, How engaged are people in their healthcare?, 2005
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