Worksheet – DRAFT



Note to Participants - Please print this entire handout and bring it with you to the conference. No need to complete this prior to the conference, we will do it together.

Section 1 – Identify Stakeholders and Content for Business Case

Who are your stakeholders?

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What do they value? Consider - what problems do they try to solve? (clinical, marketing, customer service, legal, financial, etc.) This information will guide you in developing a business case.

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Notes – things that worked for others & challenges to consider

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My next steps related to stakeholders & business case

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Questions I have at this time

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Don’t forget to check out the resource pages below for references, when gathering information for your business case.

Section 2 – Establishing a health literacy workgroup

List departments or individuals whose workloads & metrics are impacted by low health literacy (poor communication, poor preventive care utilization or over utilization of inappropriate services (emergency room use), repeat customer service calls related to basic information needs, etc).

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Notes – things that worked for others and challenges to consider

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Things to Consider

▪ Discuss the structure and leadership of the workgroup/working groups.

▪ Establish realistic goals and objectives for each workgroup.

▪ Determine your scope.

▪ Prioritize and limit your work.

▪ Consider ways to hold workgroup members accountable.

▪ Recognize their efforts.

My next steps _____________________________________________________________________________________

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Questions I have at this time

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Section 3 – Basic Needs Assessment

What brought you here today? Did you find a gap, a customer complaint, print communication or increased call volumes?

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Determine scope – Which business area(s) of your organization will you assess (could be specific to your role, your department or your organization as a whole)

Example: physicians – communication with patients – understanding of patients _____________________________________________________________________________________

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Identify your tool(s). These tools can guide you to whom you need to reach out to & will give you topics to consider for assessment.

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Who will lead these initiatives – who on the workgroup will help?

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Who does the analysis on actions taken?

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Who will you present final recommendations to?

(direct management vs senior leadership – different approaches)

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How will you get buy-in from management?

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Who in my organization is impacted by these needs? This may lead you to your stakeholders & workgroup members.

Example: Need = lower literacy levels in our customer communications, need consistency

Stakeholders/workgroup members = writers;

SWOT analysis or Health Plan Organizational Assessment = policy, available

training for staff, communications protocol

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What resources (budget, training, staff, etc) do you need?

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Notes – from my breakout session.

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My next steps _____________________________________________________________________________________

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Prioritize your needs

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Set realistic and measurable goals

Example - The communications workgroup will identify and review existing policies related to communications by March 2010. This workgroup will identify gaps and recommendations and report back to the overall health literacy committee by April 2010.

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Questions I have at this time

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Questions to consider as you identify your needs

▪ What is your mission?

▪ Where are your gaps in service?

▪ Are there existing efforts related to communication efforts? Customer service improvement?

▪ What questions are coming into your call centers?

▪ What insight does your call center staff have about customer concerns?

▪ What complaints are you receiving? What is the source of these complaints?

▪ What are you learning in your customer focus groups or interviews?

▪ Will training solve for any identified needs? What types of training?

▪ Are there existing training budgets?

▪ Are there existing training efforts elsewhere in the company? New hire training?

▪ Can you join forces with other departments working on similar efforts?

Approaches to Training that you can consider

Depending on your needs and resources some approaches are more realistic than others

▪ Develop the training internally, with volunteer staff or a dedicated team

▪ Hire a consultant or your internal learning center

– Develop content and your staff implements the training

– Develop, implement & evaluate

– Develop advanced training content, your staff can develop the basics

▪ Purchase training from external vendor, already developed

▪ Consider the avenues:

– Face to face

– Web-based, live sessions

– Web-based, self-paced sessions

– Short podcasts

“CIGNA” and the “Tree of Life” logo are registered service marks of CIGNA Intellectual Property, Inc., licensed for use by CIGNA Corporation and its operating subsidiaries. All products and services are provided exclusively by such operating subsidiaries and not by CIGNA Corporation.

Resource Page

|Name of resource, short description, link |Category of Interest |

| |(if bold font = main resource) |

|National Assessment of Adult Literacy from the National Center for Education Statistics (NAAL) The Health Literacy |business case, needs assessment |

|of America's Adults: Results from the 2003 National Assessment of Adult Literacy | |

| |business case, internal workgroup, |

|Health Plan Organizational Assessment Tool & AHIP (Americas Health Insurance Plan Health Literacy Resources) |needs assessment |

| | |

|SWOT Analysis Worksheet: strengths, weaknesses, opportunities, threats | Business case, internal workgroup, |

|* See next page for this worksheet |needs assessment |

|National Network of Libraries of Medicine - Health Literacy: defined, background, research findings, economic |business case, needs assessment |

|impact, bibliographies, listserve, resources, etc. | |

| | |

|Institute of Medicine (IOM) Health Literacy Roundtable – The Roundtable‘s mission is to move forward the field of |business case, internal workgroup, |

|health literacy by translating research findings to practical strategies that can be implemented. Workshop |needs assessment |

|summaries and articles related to health literacy | |

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|Health Literacy – A Prescription to End Confusion 2004 – Institute of Medicine – Can download for free or order book|business case, internal workgroup, |

| |needs assessment |

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|Health Literacy List Serve - great resource, connect with colleagues |Internal workgroup |

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|U.S. Department of Health and Human Services |business case, internal workgroup, |

|Quick Guide to Health Literacy |needs assessment |

|National Action Plan to Improve Health Literacy |business case, internal workgroup, |

| |needs assessment |

|American College of Physicians Foundation (ACPF) |business case, internal workgroup, |

|Health Literacy 6 min video |training, needs assessment |

|ACPF health literacy resource page - a great list of resources relevant to health care | |

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|Health Resources and Services Administration: Unified Health Communication. |internal workgroup, training, needs |

|This is an online course covering: health literacy, cultural competence, limited English proficiency (5 hours of |assessment |

|CEUs) | |

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|American Medical Association |internal workgroup – if clinical |

|Health Literacy Educational Kit |focus, business case, needs |

| |assessment, clinical training |

|PVX5Q?childName=&parentCategoryName=&parentCategory=&productId=prod1060004&category Name=&prodId=&start=&parentId= | |

|American Medical Association |Clinical – internal workgroup |

|Uninformed Consent: What Can Happen When a Patient Does Not Understand the Information You Have Provided | |

|clients/AMA/Consent06.htm | |

|American Medical Association |internal workgroup – if clinical |

|Help Patients Understand (23 min video) |focus, business case, needs |

| |assessment, training |

|URAC accreditation - this article mentions the core health literacy components |If clinical - business case, needs |

| |assessment |

| -- Put consumer materials in plain language; | |

|-- Assess the use of plain language in consumer documents; and | |

|-- Provide information and guidance on health literacy to staff who write consumer materials. | |

|Health Literacy Universal Precautions Tool Kit (AHRQ)- Web-based toolkit to help adult and pediatric primary care |If Clinical – business case, needs |

|practices address health literacy |assessment, training |

| | |

Our Contact information:

Crystal Duran, MPH, CHES Peggy Payne, MA, CDE

Crystal.Duran@ Peggy.payne@

Phone: 720.733.0955 Phone: 949.709.1119

“CIGNA” and the “Tree of Life” logo are registered service marks of CIGNA Intellectual Property, Inc., licensed for use by CIGNA Corporation and its operating subsidiaries. All products and services are provided exclusively by such operating subsidiaries and not by CIGNA Corporation.

SWOT Analysis Worksheet – Strengths, Weaknesses, Opportunities, Threats

Consider your scope or your areas of interest. Use the below to assess needs – this can help lay the foundation for your action plan, your goals and your objectives.

|Area of Interest |Strengths |Weaknesses |Opportunities |Threats |

| Example – |Internal workgroup has skills to |Not sure where to start, which staff or which |Lots of free resources online from which|If don’t offer awareness education, |

|Staff awareness, buy-in related to |develop training, training dept. is |information to cover in training. Need to have |we can develop training content, can use|staff may not engage in our action |

|low health literacy |available to help |workgroup develop a plan, it could take several |volunteer staff to help develop content |plans. |

| | |months. No budget for training. | | |

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