Communicating Effectively with Health Care Providers

1. Communicating Effectively with Health Care Providers

2. Just What Did the Doctor Order? “Try both aleve 2pills bid with flexeril at hs, if not better see me next week.”

3. What is Your Experience?

4. Communication Breakdown House episode clip… http://youtu.be/7X4CoXIdlCA

5. Why are We at Risk? • Reliance on the written word for patient instruction • Increasingly complex healthcare system • More medications • More tests and procedures • Growing self-care requirements • Esoteric language

6. Only 12% of adults are proficient in understanding health information Health Literacy: A Universal Problem 12% Proficient Source: National Assessment of Adult Literacy (NAAL), U.S. Department of Education, 2003

7. What Can You Do? #1:Ask Questions

8. Questions Are the Answer http://youtu.be/jfylYtyb8tE

9. Questions Are the Answer http://youtu.be/DTo_KS88D1I

10. Questions Are the Answer ? Have you asked your doctor a question and not understood the answer? Have you stopped yourself from asking a question because you were embarrassed or scared?

11. Questions Are the Answer • Asking questions helps put you in charge of your health care

12. Did You Get a Prescription? Ask… • What is the name of the medicine? • How do you spell the name? • Can I take a generic version? • What is the medicine for? • How am I supposed to take it? • When should I take it? • How long do I need to take it? • Can I stop taking it if I feel better? • What are the side effects?

13. Did Your Doctor Suggest Surgery? Ask… • Why do I need the surgery? • What kind of surgery do I need? • What will you be doing? • What are the benefits and risks? • Have you done this surgery before? • How successful is this surgery?

14. What Can You Do? #2: Be Prepared

15. Create a Visit Plan • Medicines • Symptoms • Lifestyle Changes / Life Events • Concerns • Questions My visit plan…

16. Make a List of All Your Medicines • Prescription medicine • Over-the-counter medicine • Vitamins • Herbal supplements Include… • What you take • How much • How often • What it is for • Medication allergies and any bad side effects you have had

17. Make a List of All Your Symptoms • Physical • Thoughts & Feelings Include… • What the symptom is • When it started • When it happens • How long it lasts • How often if happens • If anything helps or makes it worse

18. Don’t Forget Lifestyle and Life Events • List any assistive devices Things that help you see, hear, stand, balance, and get around • Lifestyle changesChanges in activities, ability to function or do things • Life events Retirement, death of a loved one, moving, financial change • Lifestyle Tobacco use, alcohol consumption, social activities, physical activity

19. Write Down Concerns & Questions • Remember to bring along your question list • Rank your list of concerns & questions • Talk about the most important ones first

20. What Can You Do? #3: Be Open and Honest

21. Be Open and Honest Do not just say what you think the doctor wants to hear The doctor cannot help you if you do not talk about what is going on

22. Sensitive Topics Driving Incontinence Alcohol Use Sexuality Grief and Depression Family Problems Falling or Fear of Falling Memory Problems

23. What Can You Do? #4:Make Sure You Understand

24. Practice in Front of Your Doctor “What I hear, I forget; what I see, I remember; but what I do I understand.” ~ Confucius in 451 B.C.

25. Make Sure You Understand • Always ask about anything that is unclear • Repeat what your doctor says in your own words • Take notes • Bring a friend • If you still don’t understand, ask again!

26. What Can You Do? #5:Know the Answer to Three Questions

27. Know the Answer to 3 Questions What Is My Main Problem? What Do I Need to Do? Why is it Important for Me to Do This? Diagnosis Treatment Context

28. Ask Me 3 Example The Doctor Says…. “Your LDL is elevated and your HDL is lower than we would like. You need to cut back on saturated fatty acids and trans fats and begin an exercise regimen.”

29. Do You Know the Answer to… What is my main problem? Answer: High Cholesterol

30. Do You Know the Answer to… What do I need to do? Answer: Watch what I eat, stay away from fatty foods and be more active

31. Do You Know the Answer to… Why is it important for me to do this? Answer: Having high cholesterol can lead to problems with my heart

32. What Are the 3 Questions? What Is My Main Problem? What Do I Need to Do? Why is it Important for Me to Do This? Diagnosis Treatment Context

33. After Your Visit • Review what you need to do • Tell a friend or family member what the doctor told you • Follow through with any instructions you received • Know where to go if you have questions or want more information

34. For More Information • Additional information about talking with your health care providers can be found at: • NIH Senior Health:  Talking with Your Doctor   • http://nihseniorhealth.gov/talkingwithyourdoctor/toc.html • American Medical Association Guide to Talking to Your Doctor • Check it out at your local public library! • AHRQ: Questions are The Answer • http://www.ahrq.gov/questionsaretheanswer • Ask Me 3 • http://www.npsf.org/askme3

35. Questions?

36. “Understanding is a two-way street.” Eleanor Roosevelt

37. Created By: Alisha Ellwood, MA, LMFTChair, Minnesota Health Literacy PartnershipProject Manager, Blue Cross and Blue Shield of Minnesota Additional health literacy resources are available from the Minnesota Health Literacy Partnership Website at: http://www.healthliteracymn.org Last Updated: April 18, 2011