cultural competence, care? 3D. Do you support staff to attend internal and external health literacy training? ☐ Encourage, support and provide opportunity for staff to access and attend health literacy training. ☐ Encourage staff to access other regional health literacy networks. 3E. Do you include knowledge and understanding of health literacy in position descriptions? ☐ Include having a ‘good understanding of health literacy’ in position descriptions or selection criteria, and include relevant questions in employee interviews. 3F. Do you support staff to review their health literacy knowledge and skills? ☐ Support staff review their health literacy knowledge and skills and ask if they have any health literacy training needs. ☐ Integrate review of health literacy skills into staff supervision. Other notes or improvement ideas: Attribute 4: Includes consumers in the design, implementation and evaluation of health information and services. Never Sometimes Always Suggested activities to improve in this area include: 4A. Do you have a consumer advisory group who you consult for feedback on your service? ☐ Consider creating a consumer advisory group. ☐ Improve utilisation of your organisations consumer advisory group. centred
☐ Include health literacy communication skills in new employee and student orientation. 6C. Do you use and provide easy to understand written information, summaries, diagrams or visual resources to reinforce spoken/verbal communication? ☐ Develop or re-design written information that is to consumers. ☐ Ensure every consumer is provided with a summary of information about their visit that is easy to read and understand. 6D. Do you keep on hand good quality education materials in a variety of formats? e.g. audio visual, print, 3D models, photos, cartoon illustrations. ☐ Encourage staff to develop or purchase resources that will enable them to provide consumers with information in a variety of ways. 6E. Do you use multiple channels to distribute health information? e.g. face-to-face, electronic portals, website. ☐ Ensure easy-to-read information is used on your website, newsletter, social and local newspaper. 6F. Do you ensure adequate time is given to each interaction? ☐ Conduct a review for time allocated to all consumer interaction, and make recommendations based on best practice. ☐ Encourage and support staff to allocate time to verify understanding of information and answer consumers’ questions. 6G. Do you implement campaigns to educate and empower consumers to ask for more information, clarify information, and ask questions of health care providers? ☐ Implement ‘Ask Me or ‘Ask, Share, Know’ campaigns. Other notes or improvement ideas: Attribute 7: Provides easy to access health information, services and navigation assistance.
and track or investigate to find and address the sources of error? incident so that it can be properly investigated and corrected. 9D. Do your staff educate individuals and their caregivers and confirm understanding throughout their consult, treatment or hospital stay? e.g. end of life care decisions, pre- and post-surgery, newly diagnosed chronic or terminal illness, education, person discharge planning. ☐ Provide services or ensure consumers have access to services that provide patient safety education, for example, pill boxes to increase understanding of how to take medicines etc. ☐ Provide advance care planning training – assisting clients to make decisions future medical treatments (or non-treatments) and wishes. Other notes or improvement ideas: Attribute 10: Communicates clearly the that funding schemes may cover (e.g. Medicare, private health insurance) and what individuals may have to pay for services. Never Always Suggested activities to improve in this area include: 10A. Do your staff understand what treatments are covered by a funding scheme and can provide clear, correct information about out-of-pocket expenses and private health insurance item numbers? ☐ Ensure have quick and easy access to accurate information regarding the costs of services and available rebates. 10B. Do you communicate out of pocket expenses to the consumer before they attend visit, accept a procedure, or agree to service provision? ☐ Review when and how communicate costs of care to the consumer to ensure that this is consistent and provided well in advance of any service provision. ☐ Ensure staff are confident in their knowledge of service cost information, and can clearly explain to consumers in a way that is easy to understand and using