Health Literacy As A Quality Standard
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Health Literacy As A Quality Standard
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Health literacy is not a soft skill. It's a quality infrastructure issue.
You've invested in an outreach vendor. You've built the workflows. You've rewritten the scripts twice. None of it matters if the member on the other end of the phone doesn't understand what they're being asked to do — or why.
Helen Osborne has spent 30 years asking one question: what can all of us do to help improve health understanding? She's the founder of Health Literacy Consulting, author of Health Literacy from A to Z, and host of the Health Literacy Out Loud podcast. My co-host Jennifer Nguyen and I dig in with her.
We get into why the original definition of health literacy missed the mark, the six factors that affect understanding, where health literacy fits inside CAHPS and Star Ratings strategy, and a story about a Spanish-speaking member who read "once a day" as the number 11 — and ended up in the ER three times before anyone figured it out.
If you lead a quality program, build outreach materials, or own member experience at a Medicare Advantage or Medicaid plan — this one's for you.
Find Helen at healthliteracy.com.
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Beyond Quality is hosted by Rex Wallace of Rex Wallace Consulting. Learn more at https://www.rexwallaceconsulting.com/