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For effective consumer education, its important to tailor information to the persons

needs and wants. These will depend on:

their existing knowledge, past experience and level of health literacy (the

knowledge, motivation and skills needed to access, understand and use health

information)

their physical and emotional state, including whether they are in pain, sleep-

deprived, stressed or affected by alcohol or other drugs

the amount and type of information they want.

AskTellAsk

AskTellAski(see overleaf for explanation) provides a structure to help you find out

what the person already knows and tailor the information you provide. It also lets you:

find out whats on their mind, build rapport and show you are willing to listen

become familiar with the words they use to describe their health problem

identify incorrect information they may have.

Communication and Health Literacy Toolkit Spoken Communication July 2014

Tailoring informationaccording to consumers needs

The main points

1. Check what the consumer understands about the issue so you can tailor the information

to their needs and build on their knowledge.

2. Always check you have communicated effectively.

3. Focus on 3: Whats the main problem? What needs to be done? Why is it important?

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Using AskTellAsk

Step 1: Use an open-ended question (not one that can be answered with a yes or no)

to ask the consumer about their health problem. For example:

Whats been happening? What would you like to know?"

What effect do you think exercise has on your blood pressure?

Whats your understanding of whats gone wrong?

To make sure were on the same page, tell me what you know about your disease.

Step 2: Give the person additional information they need, according to their existing

knowledge and understanding. Provide information in chunks, with no more

than three messages or pieces of information at a time.

Step 3: Check the person understands each chunk of information before going on to the

next chunk. This will help you provide information at their pace and keep theminvolved in the conversation. Tell the person you want to check youve

explained it well, and ask them to explain what you said in their own words.

Step 4: Repeat the process. Encourage your client with statements like Tell me more.

Ask Me 3

Ask Me 3ii is designed to improve communication between patients and healthcare

providers. It encourages people to become active members of their healthcare team and

ask their healthcare provider three questions:

What is my main problem?

What do I need to do?

Why is it important for me to do this?

Ask Me 3resources are available for purchase online, atwww.npsfstore.com/ask-me-3/

Focus on 3

Focus on 3 turnsAsk Me 3around to encourage healthcare providers to prioritise the

information they provide, whether or not the consumer asks the three key questions.

This is important because many consumers are reluctant to ask questions. Prioritise the

three points:

What the main problem is

What the person needs to do

Why its important.

iOncotalk, Improving oncologistscommunication skills, Learning Module 1 Fundamental CommunicationSkills, Seattle Cancer Care Alliance, Seattle, 2002, viewed 21 July, 2014,http://depts.washington.edu/oncotalk/learn/modules.html

ii

US National Patient Safety FoundationAsk Me 3

, National Patient Safety Foundation, Boston, 2014,viewed 21 July 2014,www.npsf.org/for-healthcare-professionals/programs/ask-me-3/

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