Table 4 Item outliers within their sub-standards
Item outliers toward the top (better score than its sub-standard) | Item outliers toward the bottom (lesser score than its sub-standard) | |
|---|---|---|
Hospital 1 | 4.3.5 The writing spaces are clearly indicated. | 3.1.3 Resources are planned for the training of personnel in the standards of health literacy responsiveness. 3.1.6 Internal experts intervene as models, mentors and teachers to promote health literacy responsiveness. 4 .1.7 The contents of the site are available in several languages. 4.2.4 The name of the establishment is clearly indicated outside the building. 4.4.8 The establishment has a guiding system for visually impaired visitors. 5.1.8 The time devoted to interviews with patients is sufficient. 5.4.4 The patients are informed – by a sign, for example – of the possibility to request a translation service. |
Hospital 2 | 1.2.5 Patient enquiries also relate to quality of communication (the clarity of information, for example). | 1.2.9 The experience of the patients is solicited (for example, through tracer patients and/or test users – also called ‘mystery patients’) to check how well the patients manage to orient themselves in the establishment. 3.1.1 Health literacy is considered an essential professional skill. Documents attest to this (job offers, job description or staff development plans, for example). 4.1.7 The contents of the site are available in several languages. 5.4.5 All interpreting by minor persons or personnel without specific training is specifically excluded. 5.4.11 All written and audiovisual tools –information leaflets, declarations of consent, etc. – are available in the mother tongues of the main groups of patients. |
Hospital 3 | None | 4.3.4 The new technologies, like touch screens (speaking) or smartphone applications, facilitate orientation within the establishment. 5.3.1 Guidelines for the use and quality of computer applications and new media exist to facilitate communication and the transmission of information. 5.3.4 Computer applications are tested with representatives of the target group before their routine use. 5.3.5 During the use of applications and new media, there is a verification of the patients’ ability to use them. If necessary, relevant training is suggested. |