Advancing Organizational Health Literacy in Health Care Organizations Serving High-Needs Populations: A Case Study

Figures & data

Table 1. Sample indicators and measures used to assess domains of organizational health literacy with key informant interviews, patient interviews and clinic observations

Domains	Key informant interviews—staff ^a	Patient interviews	Clinic observations
Big picture	How are health literacy practices influenced by the health center's policies, systems, and procedures?	N/A	N/A
Navigation and the telephone system	When a phone call is answered (either by a person or an automated phone system), is there an option to hear information in a language other than English?	What would make it easier to find the health center?	A sign indicates a welcome, sign-in, or information desk.
Staff assistance	How do you recognize patients who may have a hard time understanding the health information they receive at the health center?	Was there anyone available to greet you when you first walked into the clinic?	There are enough staff to address and/or welcome all visitors.
Oral communication	How do staff and providers include patients in making medical and health related decisions?	How do you feel about the level of information you received from clinic staff and providers?	Staff uses sentences that are short, direct, and use plain everyday words.
Print materials	What types of educational print materials are available for patients?	What additional information would you like to have to take home with you?	There are a variety of materials available in public areas for patients to take home.
Inter-staff communication	Is there a standard procedure for patient hand-offs that include the sharing of health literacy related information among providers?	N/A	N/A
Technology	How often is the health center's website updated?	How helpful did you find the website?	Televisions are equipped for DVR or VCR use.