A lack of awareness of available health services and how to find and use them is a major challenge which affects the ability of people to find the health care they need. 

Healthcare provision, systems and environments have become increasing complex which can make it challenging for individuals to access services. There is a responsibility to organise these services so that they provide coherent pathways and options for care which people can understand, access and navigate. 

Health literacy research and practice indicates the need to engage mediators as well as community and patient advocates to foster information and communication between hard-to-reach individuals and groups. 

Context

As a precondition, health services should be easily accessible and available to citizens. The ability to find the appropriate primary care serves as an important gateway to the health care system, especially when this concerns interventions regarding severe diseases. Seeking and accessing appropriate care is a matter of responsible behaviour towards others, especially in managing the spread of and in treating communicable diseases. 

Access to appropriate care is a central factor in health disparities and health outcomes. In determining what is appropriate care depends on the consideration of a number of factors: 1) care is based on clear evidence of effectiveness to improve health, and is delivered by health system professionals with the expertise to work in a culturally sensitive manner; 2) care takes into account the use of resources according to the needs of regions and population groups, mindful of the principle of cost-effectiveness; 3) care is offered in a way that secures equity in care delivery; 4) care is patient-centred and therefore sensitive to the context, culture, autonomy, needs and preferences of patients, which includes their involvement in care and empowerment in seeking care and self-management. 

Challenge

A key component in accessing appropriate care is the awareness of one’s rights as a patient. This includes knowing about the existence of health services and how to use them. Not knowing about them may hinder timely access to care. In this regard, those with limited health literacy are more likely to experience difficulties, resulting in delays in receiving care.

Limited health literacy is also linked with the unnecessary and improper use of health services and resources. This is a significant problem in Europe as one in six people report having difficulties in finding out where to get professional help when they are ill . 

Health literacy should not be assumed, especially not among those having special needs or who are otherwise limited in their ability to find and receive care, to navigate the health system environment. For example, people with long-term mental health conditions, older persons, and those with socioeconomic deprivation are more likely to miss appointments. This is of particular concern when they relate to healthcare and disease prevention measures, such as screening and monitoring of chronic disease. 

Ensuring individual access to appropriate care for all parts of the population can be a challenge for health systems, especially when they are complex and fragmented. Consider, for example, the challenges of providing care to migrants with language and communication barriers. It should however be noted that the health literacy of migrants varies in different European countries; in some countries, such as Austria, some migrants are reported as having high levels of health literacy, whereas in others, such as Denmark, it is the opposite. In this regard, cultural mediators as well as knowledge-brokers might be considered in order to “translate” between health system actors and patients.

Actions

Improving individuals’ health literacy means finding the health care one needs and adopting responsible ‘help-seeking’ behaviour. Health systems have a responsibility to develop appropriate care which is made easily available.  

Individuals need:

Systems have a responsibility to:
  • information about one’s rights as patients, including available and options for health care, and be able to demand appropriate care;
  • relevant information about one’s health condition;
  • to be able to identify and interpret the symptoms of various diseases;
  • to know when and where to seek help;
  • to be able to think through the consequences of one’s actions on others (e.g., how to seek health care in relation to communicable diseases).
  • promote cultural sensitivity and understanding of care, to use intercultural mediators if needed to adapt health services to the cultural characteristics of migrants and others in similar situations, offering options for various types of care;
  • make available easy access information on various options for care, in all relevant languages;
  • develop coherent and simple health system environments for people to navigate;
  • involve people in developing user- and health literacy friendly systems.

 

Назад Literacy Audit for Healthcare Settings – Ireland

 Aim and objectives:

This audit, prepared by the National Adult Literacy Agency, seeks to make the Irish health service literacy friendly where both the skills of individuals and the literacy demands of the health service are analysed. It envisions a health service where literacy is not a barrier to treatment. It works to support the health service in every context: promotion, protection, prevention, access to care and maintenance.

 Target group:

The responsibility for making health activities less burdensome and services more accessible rests with those providing the services. Organisations have a responsibility to make their environment easy to access and navigate. While literacy skills are often viewed as the responsibility of the individual, it is important to examine the skills of health professionals as well.

 Method:

The health literacy audit promotes an understanding of how literacy friendly a health setting is. This audit helps to identify possible barriers for adults with literacy difficulties. Healthcare workers need a way to measure how literacy friendly their writing material, websites and general communication are to the public. The audit is designed to help analyse and record how patients and service users might encounter difficulties in accessing health services and in understanding health and administrative messages, and pinpoint areas that can be improved.

 Outcome:

Each organisation can devise its own specific literacy plan based on the results of the audit. The summary sheet is helpful as a record of what work is needed. 

 Added value:

The audit tool helps to inform and qualify the work of health service organisations to become health literacy friendly. The approach can be tailored to suit local needs.

 Literacy Audit for Healthcare Settings - Ireland

  • Diminuer la taille du texte
  • Augmenter la taille du texte
  • Imprimer la page

Health literacy and patient journeys

 Aim and objectives:

The focus on health literate organisations highlights the need for them to facilitate a coherent and smooth journey for users of the health system. Patient journey mapping (see example below) is a way to visualise and obtain an overview of patient experience during their entire care journey. 

 Method:

A patient journey map (also known as health system customer journey map) is an outline of all the touchpoints a patient goes through in their care journey in a health system facility. This includes all the touchpoints pre-, during, and post-visit. 

 Outcome:

This method provides insights into patient experiences during their care journey in a health system facility and the patient flow in general to create strategies to improve the quality of care, increase efficiency, and improve patient satisfaction.

 Added value:

Patient journey mapping is an increasingly valuable tool for health organisations and companies of all types and sizes, for many applications. The benefits include highlighting the obstacles patients face in accessing care; define how to deliver a better patient experience during treatment; and identify ways to support patients after treatment ends.

 

Figure: Example of health system customer journey map

  • Diminuer la taille du texte
  • Augmenter la taille du texte
  • Imprimer la page