To implement patient-centered communication practices, utilizing effective techniques that appropriately address patients with limited health literacy, cultural barriers and/or low English proficiency.

• Complete an in-service training module (PowerPoint Presentation) on Health Literacy.
• Complete Health Literacy Assessment with 25% random sample of patients
• 100% of staff review 8 Ways You Can Improve Health Communication and sign staff log
  

• Present Agency for Healthcare Research and Quality (AHRQ) Questions are the Answer videos to staff and patients.
• Review Do You Know the Right Questions to Ask? with patients and assist them with building their own question list.
• Complete My Medication Routine worksheet with patients.
• Display the Clinical Algorithm & Preferred Medications to Treat Pain in Dialysis Patients brochure in the facility and distribute to staff.
• Display Fortunes of Freddie and Freda Fistula First Comic.
• Complete the Health Literacy Word Search.

• In-Service Training Module:
  ~ Health Literacy
• Health Literacy Assessment tools
  ~ HLA Measurement
  ~ HLA Word List
  ~ HLA Word Definitions
• 8 Ways You Can Improve Health Communication and staff log
• Teach Back (Method): Confirm the Spoken Word
• Health Literacy Facts & Figures
• My Medication Routine worksheet available in English and Spanish
• Clinical Algorithm & Preferred Medications to Treat Pain in Dialysis Patients brochure
• Fortunes of Freddie and Freda Fistula First Comic Strip
• Health Literacy Word Search
• Health Literacy Word Search ANSWERS
• Agency for Healthcare Research and Quality (AHRQ) Do You Know the Right Questions to Ask? Ten overall questions patients should ask physician(s) when talking with about their treatment.
  ~ Build Your Question List
• Agency for Healthcare Research and Quality (AHRQ) Questions are the Answer videos. Doctors and other clinicians want to provide the best health care they possibly can, but they can't read your mind. Patients play a critical role in improving their own health care and making wise medical decisions by asking questions.
• Health Literacy Consulting resources. Helps individuals and organizations communicate health information in ways patients, families, and employees can understand.
• U.S. National Library of Medicine and National Institutes of Health MedlinePlus. Health information in languages other than English.

• 100% of staff in-serviced on Health Literacy
• 100% of staff read 8 Ways You Can Improve Health Communication and sign staff log
• 25% random sample of patients complete Health Literacy Assessment.