{"id":5039,"date":"2015-10-14T00:00:00","date_gmt":"2015-10-14T06:00:00","guid":{"rendered":"https:\/\/www.uchealth.org\/today\/2015\/10\/14\/health-literacy-conference-aims-to-put-patients-providers-on-same-page\/"},"modified":"2022-08-17T14:12:28","modified_gmt":"2022-08-17T20:12:28","slug":"health-literacy-conference-aims-to-put-patients-providers-on-same-page","status":"publish","type":"post","link":"https:\/\/www.uchealth.org\/today\/health-literacy-conference-aims-to-put-patients-providers-on-same-page\/","title":{"rendered":"Health Literacy Conference Aims to Put Patients, Providers on Same Page"},"content":{"rendered":"<div style=\"margin-top: 0px; margin-bottom: 0px;\" class=\"sharethis-inline-share-buttons\" ><\/div><p>As the coordinator of patient education with University of Colorado Hospital, Monique McCollum, RN, MPH, knows a thing or two about the language of health care.<\/p>\n<p>That\u2019s not only the product of her schooling and years in the field. McCollum\u2019s father died of cancer at age 49, leaving her at 16 to serve as interpreter for her French mother. None of that experience prepared McCollum years later for the challenge of securing mental health services for one of her adopted sons.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignleft\" src=\"https:\/\/uchealth-wp-uploads.s3.amazonaws.com\/wp-content\/uploads\/sites\/6\/1970\/01\/28145339\/crowd.webp\" alt=\"\" width=\"391\" height=\"263\" \/>She suddenly found herself dealing with complex Medicaid rules and regulations and struggling to get her son help in a world that sharply limits care for individuals with mental health issues.<\/p>\n<p>\u201cI had to fight for services,\u201d McCollum said.<\/p>\n<p><strong>Coming together.<\/strong> That experience and others led McCollum to investigate ways to arm patients with the skills and knowledge to negotiate the often bewildering health care system. After attending a health literacy conference in Nebraska two years ago, she returned to UCH \u201ccharged up\u201d to create change. She joined with Shelby Chapman, health literacy program manager at Children\u2019s Hospital Colorado, to form the Colorado Health Literacy Coalition, which now includes more than a dozen representatives from other hospitals and health care organizations.<\/p>\n<p>The work led to the first annual Colorado Health Literacy Conference, which drew nearly 200 people to the Bruce Schroffel Conference Center at UCH on Oct. 2. The event was sponsored by UCHealth, Children\u2019s Colorado, and the CU Health Sciences Library. Saint Joseph Hospital, the Colorado Hospital Association, and the Spring Institute for Intercultural Learning were co-sponsors.<\/p>\n<p>Mary Mancuso, patient education development assistant, and Amy Searls, executive director of the hospital\u2019s Service Excellence team, also played key roles in preparing for and staging the event. McCollum said the coalition members are now discussing how to build on the success.<\/p>\n<p><strong><img loading=\"lazy\" decoding=\"async\" class=\"alignleft\" src=\"https:\/\/uchealth-wp-uploads.s3.amazonaws.com\/wp-content\/uploads\/sites\/6\/1970\/01\/28145339\/poster.webp\" alt=\"\" width=\"323\" height=\"342\" \/>Making a connection.<\/strong> The conference featured a pair of keynote speakers and a variety of breakout sessions. All of them focused on what <a href=\"https:\/\/www.cumedicine.us\/providers\/medicine\/jeffrey-glasheen\">Jeff Glasheen, MD<\/a>, chief quality officer for UCH, called in his welcoming statement \u201ca topic of resounding interest\u201d that goes to the root of effective health care delivery \u2013 that is, the responsibility of health care providers to do everything possible to ensure that patients understand the information they receive and that their concerns are listened to and addressed.<\/p>\n<p>\u201cWe need to equip people in the hospital to recognize from the patient\u2019s side how difficult that can be,\u201d McCollum said. \u201cMuch of the frustration and anger we see from patients stem from a lack of understanding, combined with fear.\u201d<\/p>\n<p>McCollum acknowledged that it can be challenging for busy health care providers to take the extra time with patients to explain complex information in plain language and to elicit questions from them. But it\u2019s worth the effort, she said.<\/p>\n<p>\u201cIn the long run, taking that time could help to reduce hospital readmissions and make our interactions with patients more satisfying and empowering for all of us,\u201d McCollum said. What might appear to be resistance by patients to, say, taking medications, might also be overcome with extra effort and explanation, she added.<\/p>\n<p>\u201cWe can be quick to label patients as \u2018non-compliant,\u2019 but chances are they don\u2019t understand what we are telling them or understand the value of the care we provide,\u201d she said.<\/p>\n<p><strong>What\u2019s in a word?<\/strong> \u201cIt takes a lifetime to become fluent in the \u2018hows\u2019 and \u2018whys\u2019 that are part of the conversations of health care,\u201d noted Helen Osborne, founder of Health Literacy Month, and one of the conference\u2019s keynote speakers. Terms that are second nature to health care providers can fill a patient with fear, she noted.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignleft\" src=\"https:\/\/uchealth-wp-uploads.s3.amazonaws.com\/wp-content\/uploads\/sites\/6\/1970\/01\/28145338\/Helen20Osborne.webp\" alt=\"\" width=\"357\" height=\"238\" \/>To illustrate, she asked the audience to think of the possible meanings of the word \u201cpositive.\u201d Most answers suggested good things, such as \u201cencouraging.\u201d Then Osborne said the word as it is often used in the health care setting, such as to inform a woman that her breast biopsy result was positive.<\/p>\n<p>\u201cThose of us in health care often speak a whole other language than those who are ill or injured,\u201d Osborne said. She encouraged providers to \u201ccreate a welcoming and supportive environment\u201d that encourages patients to \u201cthink, disagree, and ask questions.\u201d<\/p>\n<p><strong>Listening post.<\/strong> The core of any supportive environment is listening, said Mike Hess, founder of the Blind Institute of Technology (BIT), the conference\u2019s second keynote speaker. Hess, who lost much of his eyesight at an early age, established BIT as a nonprofit staffing agency to reduce what he called \u201can epidemic of unemployment\u201d among the vision-impaired.<\/p>\n<p>Countering the notion that the loss of vision is a handicap, Hess told the audience while \u201cthe eyes dominate conversation,\u201d they also create distraction and \u201ca noisy brain.\u201d Without eyesight, Hess said, he has trained himself to use his other senses, especially his hearing. \u201cBy using more than one sense, our retention and recall can increase exponentially,\u201d he said, noting that neuroscience supports that idea.<\/p>\n<p>Hess illustrated this point by asking the audience to put on blinders. He then played a short video in which a man without arms or legs reeled off a series of facts. When Hess asked the audience to recall the facts, most were able to do so without hesitation. The main reason for that, he said, is that they weren\u2019t distracted by his physical features.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignleft\" src=\"https:\/\/uchealth-wp-uploads.s3.amazonaws.com\/wp-content\/uploads\/sites\/6\/1970\/01\/28145338\/Mike20Hess202.webp\" alt=\"\" width=\"384\" height=\"268\" \/>\u201cWhen you put blinders on, you can truly listen to what is being said,\u201d Hess said in a phone interview.<\/p>\n<p>Health care providers can use simple techniques to bolster their understanding of their patients, Hess said. For example, simply closing one\u2019s eyes during a phone conversation can block the distractions like computers, cell phones, and pads of paper for doodling. Rephrasing the words of the patient is another effective communication tool.<\/p>\n<p>\u201cThat makes the patient truly know you are trying to understand what is being said, and you can catch misunderstandings right away,\u201d Hess said.<\/p>\n<p>Hess acknowledged it\u2019s not a great idea for providers to close their eyes during face-to-face conversations with patients. But they can still create connections with patients by committing to listening intently and without distractions, then simply checking periodically with the patient to confirm understanding.<\/p>\n<p>A larger challenge to communication, in Hess\u2019s view, is society\u2019s heavy reliance on technology and the multitasking that it enables.<\/p>\n<p>\u201cNo matter how smart we think we are,\u201d he said, \u201cit\u2019s very difficult to concentrate on more than one item at a time. Yet we\u2019re always going in different directions, and keeping 16 plates spinning. When it\u2019s time to physically stop and listen to another person, it\u2019s almost contrary to what our bodies have become used to.\u201d<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignleft\" src=\"https:\/\/uchealth-wp-uploads.s3.amazonaws.com\/wp-content\/uploads\/sites\/6\/1970\/01\/28145338\/Blinders.webp\" alt=\"\" width=\"380\" height=\"266\" \/>With a successful first conference in the rearview mirror, McCollum and her coalition colleagues are pondering how to use the insights of Hess and many others to improve health literacy in many segments of society. To illustrate the challenge, she noted the attendance at the conference of Sarah Coleman, a nurse with a teaching certificate on special assignment with Aurora Public Schools. Coleman is responsible for teaching sex education using medically correct, culturally sensitive, age-appropriate terminology.<\/p>\n<p>\u201cUsing medically correct terminology might be the easiest part of that assignment,\u201d McCollum said.<\/p>\n<p>Bringing people like Coleman together with the Colorado Health Literary Coalition could help to meet that challenge and many others, she added.<\/p>\n<p>\u201cIn the audience there were plenty of people tasked with pieces of health literacy,\u201d McCollum said. \u201cIf we can be a guiding organization, that would be great.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As the coordinator of patient education with University of Colorado Hospital, Monique McCollum, RN, MPH, knows a thing or two about the language of health care. That\u2019s not only the product of her schooling and years in the field. McCollum\u2019s father died of cancer at age 49, leaving her at 16 to serve as interpreter [&hellip;]<\/p>\n","protected":false},"author":2143,"featured_media":1787,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[7],"tags":[333,263],"class_list":["post-5039","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-stories","tag-providers","tag-university-of-colorado-hospital"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Health Literacy Conference Aims to Put Patients, Providers on Same Page - UCHealth Today<\/title>\n<meta name=\"description\" content=\"As the coordinator of patient education with University of Colorado Hospital, Monique McCollum, RN, MPH, knows a thing or two about the language of health care. That\u2019s not only the product of her schooling and years in the field. McCollum\u2019s father died of cancer at age 49, le...\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.uchealth.org\/today\/health-literacy-conference-aims-to-put-patients-providers-on-same-page\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Health Literacy Conference Aims to Put Patients, Providers on Same Page\" \/>\n<meta property=\"og:description\" content=\"As the coordinator of patient education with University of Colorado Hospital, Monique McCollum, RN, MPH, knows a thing or two about the language of health care. That\u2019s not only the product of her schooling and years in the field. 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McCollum\u2019s father died of cancer at age 49, le...","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.uchealth.org\/today\/health-literacy-conference-aims-to-put-patients-providers-on-same-page\/","og_locale":"en_US","og_type":"article","og_title":"Health Literacy Conference Aims to Put Patients, Providers on Same Page","og_description":"As the coordinator of patient education with University of Colorado Hospital, Monique McCollum, RN, MPH, knows a thing or two about the language of health care. That\u2019s not only the product of her schooling and years in the field. 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