AMA tool kit helps doctors measure, boost patient comprehension

The program assists physicians and hospitals in gauging if their message is getting through to patients with poor English and reading skills.

By Kevin B. O'Reilly, AMNews staff. July 7, 2008.

Nine hospitals and physician practices around the country are testing a set of surveys to help them assess how well they communicate with patients, especially those with limited English proficiency or low health literacy. The surveys are part of an American Medical Association tool kit launched publicly in late April.

The communication problem appears grave: More than 95 million Americans do not read well enough to understand a prescription label. More than 34 million patients were born in other countries, and more than 22 million do not speak English "very well," according to a 2006 report from the AMA's Ethical Force Program, which created the tool kit.

These patients, studies show, obtain preventive care services less often, are more likely not to take medication as directed, and have worse health outcomes. Yet the challenge for physician practices and hospitals is to determine how well they care for these patients who often are too embarrassed to admit that they do not understand forms or that they struggle to communicate with doctors, nurses and receptionists.

The tool kit -- funded by a four-year, $688,000 grant from the California Endowment -- features short, easy-to-understand patient surveys as well as surveys intended for executive leadership and clinical and nonclinical staff.

Patients are asked to rate experiences in understanding receptionists, signage, educational materials and forms, and communication with doctors and other health care professionals. The staff surveys focus on how well the hospital or practice provides interpreter services and training.