Table 2 Criteria and attributes of HLHCOs

1. Communication with service users

190

 1.1 Education & information

60

 1.2 Easy to understand written materials & oral exchange

45

 1.3 Verification of understanding & exchange

29

 1.4 HL principles of communication

16

 1.5 Diversity & awareness

15

 1.6 Soft skills

13

 1.7 Technology & innovation

12

2. Easy access & navigation

86

 2.1 Navigating health care services & cooperation

37

 2.2 Physical access & navigation

24

 2.3 Provision of information & staff assistance

10

 2.4 Telephone & online navigation

8

 2.5 Overall ease

7

3. Integration & prioritization of OHL

67

 3.1 Commitment, integration into planning

35

 3.2 Dedication of resources

21

 3.3 Dissemination of OHL

8

 3.4 External factors

3

4. Assessment & organizational development

57

 4.1 Evaluation, assessment, research, quality management

46

 4.2 Needs identification

7

 4.3 Transformation & development

4

5. Engagement & support of service users

55

 5.1 Consultation & engagement of service users

30

 5.2 Support for self-management

18

 5.3 Family & caregivers

7

6. Information & qualification of staff

39

 6.1 Organizational and individual health literacy of staff

19

 6.2 Communication techniques

16

 6.3 Professional development

4

Total number of criteria (including four duplicates)

494