This research project includes more than two hundred interviews with clinicians in six ambulatory clinics at University Health System (UHS) in San Antonio, Texas. UHS is the teaching facility for the University of Texas Health Science Center at San Antonio. The research project’s goal was to: • Collect actual health scenarios in which the patients misunderstood their diagnoses, treatment, or medication, resulting in poor quality outcomes. • Identify the role that health literacy played in these scenarios. • Design a training manual based on these scenarios to train staff on improving the patient experience. From the many scenarios collected, twenty scenarios were chosen as having the most impact on health literacy awareness and quality outcomes. Additional interviews were conducted with our multi-cultural providers to ensure representation in the names (fictitious) and cultural issued faced by a diversity of patients. Throughout all of the research, our focus remained constant: ensuring effective patient communication.
Scenarios for Success
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