Supporting Families Annual Meeting 2004 More about Simplifying Penny Lane, The Center for Health...
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Transcript of Supporting Families Annual Meeting 2004 More about Simplifying Penny Lane, The Center for Health...
Supporting Families Annual Meeting 2004Supporting Families Annual Meeting 2004
More about SimplifyingMore about Simplifying
Penny Lane, The Center for Health LiteracyPenny Lane, The Center for Health Literacy
MAXIMUSMAXIMUS
The Center for Health Literacy 2
Review and MoreReview and More
Writing Writing Formatting Formatting The Web The Web TranslationTranslation Field-testingField-testing
The Center for Health Literacy 3
Build a TeamBuild a Team
Stakeholders:Stakeholders: Consumers (need information)Consumers (need information) Program (content, design)Program (content, design) Systems (formatting)Systems (formatting) LawyersLawyers Mail House (production)Mail House (production) Finance (costs)Finance (costs)
The Center for Health Literacy 4
The Facts The Facts
Who are “low literate readers”?Who are “low literate readers”? Almost half of the American publicAlmost half of the American public A large percentage of Medicaid/SCHIP A large percentage of Medicaid/SCHIP
consumersconsumers Many who are articulate!Many who are articulate! SurvivorsSurvivors
The Center for Health Literacy 5
The CostThe Cost
They don’t read your notice*They don’t read your notice* They read without comprehension*They read without comprehension* They miss important messages*They miss important messages* They miss deadlines/lose services*They miss deadlines/lose services* They use an intermediary (privacy!)They use an intermediary (privacy!) They’ll call you for help*They’ll call you for help*
The Center for Health Literacy 6
IT IS TIME TO DETERMINE YOUR CONTINUING ELIGIBILITY FOR BENEFITS. THE REDETERMINATION MUST BE COMPLETED OR YOUR [PROGRAM] BENEFITS WILL END.
1. CONTACT ME FOR AN APPOINTMENT
2. PLEASE BRING THE COMPLETED FORM TO THE SCHEDULED APPOINTMENT AT [DATE].
YOU MUST ANSWER EVERY QUESTION ON THE APPLICATION FORM, EVEN THOUGH NOTHING MAY HAVE CHANGED. YOU MUST PROVIDE THE PROOF LISTED ON THE ENCLOSED FORM. CONTACT ME BY [DATE] IF YOU NEED TO RESCHEDULE THE APPOINTMENT.
The Center for Health Literacy 7
IT IS TIME TO blah blah blah YOUR blah blah blah blah blah blah FOR BENEFITS. THE blah blah blah MUST BE blah blah blah OR YOUR [PROGRAM] BENEFITS WILL END.
1. CONTACT ME FOR AN blah blah blah
2. PLEASE BRING THE blah blah blah FORM TO THE blah blah blah AT [DATE].
YOU MUST ANSWER EVERY QUESTION ON THE APPLICATION FORM, EVEN THOUGH NOTHING MAY HAVE CHANGED. YOU MUST blah blah blah THE PROOF LISTED ON THE blah blah blah FORM. CONTACT ME BY [DATE] IF YOU NEED TO blah blah blah THE blah blah blah.
The Center for Health Literacy 8
Do you have a problem?Do you have a problem?
Arm’s length viewArm’s length view Read aloud testRead aloud test
The Center for Health Literacy 9
Quick FixesQuick Fixes
ReduceReduce Revise Revise ReformatReformat
The Center for Health Literacy 10
The Center for Health Literacy 11
The Center for Health Literacy 12
The Center for Health Literacy 13
The Center for Health Literacy 14
The World Wide Web: Who knew?The World Wide Web: Who knew?
Used byUsed by ApplicantsApplicants Children of applicantsChildren of applicants Friends and relatives of applicantsFriends and relatives of applicants Your staffYour staff
The Center for Health Literacy 15
Web material, including on-line Web material, including on-line appsapps
Planning is key.Planning is key. Web users SCAN more than read.Web users SCAN more than read. Make it intuitive.Make it intuitive. Make it visually simple.Make it visually simple. Make it linguistically appropriate.Make it linguistically appropriate.
The Center for Health Literacy 16
General rules for the webGeneral rules for the web
Less content per screen.Less content per screen. No scrolling for key messages.No scrolling for key messages. All writing rules apply!All writing rules apply! Navigation should be crystal clear.Navigation should be crystal clear. Not too many tabs.Not too many tabs.
The Center for Health Literacy 17
The Center for Health Literacy 18
On-line interactive applicationsOn-line interactive applications
Brief, Brief, in placein place instructions instructions Error messages that “pop”Error messages that “pop” A way to revisit A way to revisit A way to page backA way to page back A review and opportunity to editA review and opportunity to edit Formatting rules applyFormatting rules apply Writing rules applyWriting rules apply A clear “what’s next?”A clear “what’s next?” A help messageA help message Usability testing!Usability testing!
The Center for Health Literacy 19
And ask yourselfAnd ask yourself
Can users find it easily from your state’s Can users find it easily from your state’s Home Page?Home Page?
The Center for Health Literacy 20
Translation: More important than Translation: More important than everever
Take as much care as with the English Take as much care as with the English original.original.
Find the right translation company and Find the right translation company and designer.designer.
Provide a glossary.Provide a glossary. QA your translations.QA your translations. Field test in every language!Field test in every language!
The Center for Health Literacy 21
Field Testing on a shoe stringField Testing on a shoe string
Prepare, and develop unbiased questionsPrepare, and develop unbiased questions Choose 10-15 consumersChoose 10-15 consumers Do informal one-on-one interviewsDo informal one-on-one interviews Be appreciative and uncriticalBe appreciative and uncritical Protect privacyProtect privacy Watch and learn; look for trendsWatch and learn; look for trends
The Center for Health Literacy 22
Field Testing Check ListField Testing Check List
ConfidentialityConfidentiality Why is this going to help?Why is this going to help? This is not a test!This is not a test! Reading out loud rulesReading out loud rules Avoid filling silencesAvoid filling silences Don’t give your opinionDon’t give your opinion ProbeProbe CheckCheck Use the protocol as a Use the protocol as a guideguide
The Center for Health Literacy 23
Keep in touch!Keep in touch!