In an article published in the May 2004 edition of the Boston Globe, author Stephen Smith reflected on a report issued by the Institute of Medicine (an independent body that advises Congress on health affairs). The report discusses the fact that about 90 million Americans, nearly half the adult population, can be considered medically illiterate, with often expensive anddangerous results.
Smith goes on to say, “The inability of patients to understand their doctors reflects deeper social, economic, and educational divides: health literacy is lowest among the poor, those with limited English skills or little education.”
“When patients enter a clinic, they walk through the medical looking glass and into a land of bewildering language, where somebody called a ‘nephrologist’ treats them for an ailing kidney, and where they are expected to know instantly what it means to take a drug four times a day.”
AmeriHealth Mercy has been working to identify and respond to the needs of our members with limited or low English proficiency, orsensory impairments. The key to ensuring equal access to benefits, as discussed in the article quoted above, is communication. Here are some simple ways that you can improve communication:
- Speak plainly, avoiding medical terminology and jargon
- Write easy-to-understand instructions
- Make sure the patient understands the instructions prior to leaving your office
- Involve all staff in the effort to simplify and clarify written and oral communications
If you have any questions pertaining to serving members with limitedEnglish proficiency, sensory impairments, and/or low literacy, pleasecontact our Member Services Department at 888-991-7200. |
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