2012.08.29 Say It Right Manual - Department of Public Health

|A Program of the Quality Improvement Division

Fourth Say it Right the First Time:

Edition Using Plain Language to Address Health Literacy

| audience | content | design |

Plain Language: A Health Literacy Tool

A Message from the Director and Health Officer

In the 21st Century, health literacy is extremely important. The U.S. Department of Health and Human Services defines health literacy as:

"The degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions."

Nearly 9 out of 10 adults have difficulty using the everyday health information that is routinely available in our health care facilities, retail outlets, media, and communities. Persons with limited reading, writing, and math ability; patients over 65 years old; racial/ethnic minorities; and those with chronic physical and mental health conditions report having lower health literacy than other groups.

Persons with limited health literacy are more likely to: Report having poor health Have chronic conditions they don't understand and can't manage Skip important preventive measures such as mammograms, pap smears and flu shots Use emergency services or be hospitalized more frequently

However, even people that are comfortable with science, text, and numbers may not be able to understand or even remember health information when faced with stressful or unfamiliar situations. This means everyone's health literacy will be affected at one point in their life--and this is why we must simplify information for everyone, independent of their perceived heath literacy abilities. Simplifying information for all begins by using plain language. Plain language is an evidence-based strategy for making written and oral information easier to understand. By using the three principles of plain language--Audience, Content, Design--we can develop and deliver messages audiences can understand, remember, and use after the first time they read or hear it.

The Department of Public Health (DPH) strongly endorses the use of plain language in both written and oral communication. We demonstrate our commitment to plain language by offering you this guide and its complementary Say It Right the First Time training, which aims to help participants improve the clarity of their written communication. If you have questions about this training, please visit our website: .

Jonathan E. Fielding, M.D., M.P.H. Director and Health Officer

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Table of Contents

Find what you need in this guide

INTRODUCTION

Plain Language: A Health Literacy Tool............................................................................... 2 Table of Contents ................................................................................................................ 3 The Three Principles of Plain Language .............................................................................. 5 Say it Right the First Time: At-a-Glance .............................................................................. 6

AUDIENCE: Plain Language Principle #1

Overview ............................................................................................................................. 8 Standards ............................................................................................................................ 9 Exercise 1 .......................................................................................................................... 12 Tools.................................................................................................................................. 13 Notes ................................................................................................................................. 14

CONTENT: Plain Language Principle #2

Overview ........................................................................................................................... 16 Standards .......................................................................................................................... 17 Exercise 2 .......................................................................................................................... 22 Exercise 3 .......................................................................................................................... 23 Tools.................................................................................................................................. 25 Notes ................................................................................................................................. 26

DESIGN: Plain Language Principle #3

Overview ........................................................................................................................... 28 Standards .......................................................................................................................... 29 Exercise 4 .......................................................................................................................... 31 Exercise 5 .......................................................................................................................... 32 Tools.................................................................................................................................. 33 Notes ................................................................................................................................. 34

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APPENDICES

Exercise Answer Key ......................................................................................................... 37 Plain Language Checklist ................................................................................................... 39 Glossary............................................................................................................................. 41 Plain Language Thesaurus................................................................................................. 43 Worksite Thesaurus .......................................................................................................... 48 Health Literacy Resources................................................................................................. 49 Plain Language in Oral Communication ............................................................................ 50 Resources for Department of Public Health Staff............................................................. 51 Sample Survey................................................................................................................... 52 Credible Health Information ............................................................................................. 53

REFERENCES .............................................................................................................................. 55

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The Three Principles of Plain Language

The keys to Saying It Right the First Time

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