We conducted a study of barriers faced by adults with low or limited literacy skills as they enter and navigate medical care settings. Attention to health disparities must also include efforts to reduce communication barriers responsible for inequalities in access to information and to critical services. We expand our understanding of barriers by examining access to health care facilities and documenting the difficulties faced by adults who enter and move about these sites. We conducted observations in a dozen community health centers and engaged over three dozen informants in one-on-one ‘walking tours' through hospitals, including two major teaching hospitals, a Veterans Administration facility, two community hospitals, and one public facility. Informants report frustrating phone experiences and difficulties locating main entrances. Once on site, people experienced difficulties differentiating between donor names and medical language on signs, were confused by embedded subtitles, and by variations in how a wing, center, or facility is labeled. Their attempts to find specific sites were hampered by maps that were not linked to wall signs and by accessible personnel who, though eager to help, were not oriented to their own worksite. Language in posted rights and responsibilities, in orientation materials, and on forms for first time visitors to speciality clinics were, for the most part, above the reading level of most U.S. adults. We discuss the instrument used for walking tour, tour results, and provide a draft audit form for assessing access.
Learning Objectives: At the conclusion of this sessions participants will be able to assess literacy related barriers to access to care. Participants will be able to list key components of a literacy audit of institutions
Keywords: Access and Services, Literacy
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: None
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.