Table 1 The 9 standards and the 22 sub-standards of the Vienna Health Literate Organisation (from Pelikan and Dietscher 2016) [13]

The organisation should:

1. Establish management policy and organisational structures for health literacy

The organisation:

1.1 Understands health literacy as an organisational responsibility

1.2 Ensures quality assurance in the field of health literacy

2. Develop materials and services in participation with relevant stakeholders

2.1 Involves patient representatives in the development of materials and services

2.2 Involves staff in the development of materials and services

3 Qualify staff for health-literate communication with patients

3.1 Ensures that staff are trained for health-literate communication in diagnosis, therapy, treatment and care, and discharge preparation

3.2 Ensures that staff are trained for health-literate communication in disease prevention and health promotion

4 Provide a supportive environment – health-literate navigation and access

4.1 Ensures barrier-free contact by internet and telephone

4.2 Provides all information needed for accessing the organisation

4.3 Ensures sufficient orientation support in the entrance area for patients and visitors to easily find their way

4.4 Has an easy-to-follow navigation system and signage

4.5 Ensures that patients and visitors have access to free health information

5 Apply health literacy principles in routine communication with patients

5.1 Face-to-face communication with patients follows health literacy principles

5.2 Written and audio-visual material are designed according to health literacy principles

5.3 The organisation provides resources to guarantee translation support when needed

5.4 Communication in high-risk situations follows health literacy principles

6 Improve the health literacy of patients and their entourage

6.1 Patients (and their entourage) are supported to improve health literacy for disease-related self-management

6.2 Patients (and their entourage) are supported to improve health literacy for healthy lifestyles

7 Improve the health literacy of staff

7.1 Staff are supported to improve the health literacy they need for managing job-related health risks

7.2 Staff are supported to improve health literacy for healthy lifestyles

8 Contribute to health literacy in the region

8.1 Supports health literacy in continuous and integrated care

8.2 Contributes to the development of health literacy in the regional population

9 Share experiences and be a role model

9.1 Supports the dissemination and further development of concepts and practice of health-literate healthcare