Every day across our Trust, staff have hundreds of conversations that matter.
Whether you're explaining a new diagnosis, discussing treatment options, supporting a discharge, helping someone complete a form, or answering a worried relative's questions, clear communication is at the heart of safe, person-centred care.
Yet many patients leave healthcare encounters without fully understanding what has been discussed. Often, they won't tell us they're confused. They may feel embarrassed to ask questions, they may be anxious, or they may simply be overwhelmed by the amount of information they've been given. The good news is that small changes in how we communicate can make a big difference.
The The Health Literacy Place toolkit highlights five simple techniques that can help every member of staff communicate more effectively and support better understanding for patients, carers and families. These techniques can be used in any setting, from wards and clinics to reception desks and telephone calls.
Five techniques every member of staff can use
1. Teach Back
One of the most effective ways to check understanding is to ask patients to explain information back in their own words.
Instead of asking:
"Do you understand?"
Try saying:
"Just so I know I've explained that clearly, can you tell me what you'll do when you get home?"
This shifts the responsibility away from the patient and onto us as communicators. If something hasn't been understood, we can explain it again in a different way.
2. Chunk and Check
When people are stressed or unwell, processing lots of information can be difficult.
Chunk and Check means:
- Giving information in small sections
- Pausing regularly
- Checking understanding before moving on
Rather than explaining an entire treatment plan in one conversation, break it down into manageable pieces. This helps patients absorb information and gives them opportunities to ask questions.
3. Use Simple Language
Healthcare is full of words we use every day but patients may never have heard before.
Where possible:
- Use plain English
- Avoid jargon and acronyms
- Keep sentences short
- Explain medical terms when they are needed
For example:
❌ "You have hypertension."
✅ "Your blood pressure is higher than it should be."
Simple language does not mean oversimplifying care. It means making information accessible.
4. Use Pictures
Many people understand and remember information better when it is supported by visual aids.
This could include:
- Diagrams
- Photographs
- Demonstrations
- Models
- Visual care plans
A simple sketch or diagram can sometimes explain more effectively than a lengthy verbal explanation.
5. Routinely Offer Help with Paperwork
Forms and written information can be challenging for many people.
Rather than waiting for patients to ask for help, offer it routinely.
For example:
"Lots of people find these forms difficult. Would you like me to go through them with you?"
Normalising support helps remove any stigma and makes it easier for people to ask for assistance.
A small change that can have a big impact
These techniques don't require new systems, additional appointments or specialist training. They are small adjustments that can be built into everyday practice.
Imagine the difference if every patient left feeling confident that they understood:
- Why they're taking a medication
- What symptoms to look out for
- When their next appointment is
- What happens next in their treatment journey
Better communication leads to better experiences for patients and often makes our own jobs easier too.
Quick staff checklist
Before ending a conversation, ask yourself:
☐ Have I used plain language and avoided unnecessary jargon?
☐ Have I broken complex information into manageable chunks?
☐ Have I checked understanding rather than simply asking "Do you understand?"
☐ Could a picture, diagram or demonstration help explain this more clearly?
☐ Have I offered help with any forms, leaflets or written information?
☐ Have I given the patient enough opportunity to ask questions?
☐ If they explained things back to me, would they know exactly what to do next?
If you can tick most of these boxes, you're already supporting good health literacy practice.
