Assessing policies and protocols about communication and health literacy

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Acknowledgement

The structure of this assessment tool is influenced by D DeWalt et al., Health Literacy Universal Precautions Toolkit, Agency for Healthcare Research and Quality, Rockville MD, 2014, viewed 21 July 2014, www.ahrq.gov/professionals/quality-patient-safety/quality-resources/tools/literacy-toolkit/index.html.

Select one answer that most accurately describes your Service:

Doing well: Our service is doing this well.
Could be better: Our service is doing this, but could do it better.
Not doing: Our service is not doing this.
Not sure or N/A: I don't know the answer, or it is not applicable to our service.

No.	Question	Doing well	Could be better	Not doing	Not sure/N/A
1.	Our service has a communication and health literacy policy, as a single policy or two separate policies
2.	The policy outlines expectations about communication and health literacy universal precautions
3.	The policy supports the principle that consumers have a right to information and it is the responsibility of staff to communicate effectively and confirm understanding
4.	Our service has a style guide.
5.	Information about consumer rights and responsibilities and the service's policies is easily accessible by consumers.

No.	Question	Doing well	Could be better	Not doing	Not sure/N/A
6.	Communication and health literacy to be considered in service planning and facility design.
7.	Consumer involvement in service planning, facility design and development of consumer information material.
8.	Staff to be offered training in communication and health literacy.
9.	All spoken and written information targeting consumers to be easily understood and tailored to the needs of consumers from a diverse range of backgrounds.
10.	Regular assessment of all communication and health literacy aspects of the service and environment.

No.	Question	Doing well	Could be better	Not doing	Not sure/N/A
11.	Signage.
12.	Telephone etiquette.
13.	Consumer engagement.
14.	The use of interpreters and other language services, and prohibiting the use of unregistered interpreters or translators.
15.	The use of the Teach-back method or similar, to confirm understanding.
16.	The provision of written information in plain language, with Easy English versions accessible.