Page 37 - Health Literacy, eHealth, and Communication: Putting the Consumer First: Workshop Summary

Health Literacy, eHealth, and Communication: Putting the Consumer First: Workshop Summary

HeALtH LiteRACY, eHeALtH, AnD CoMMUniCAtion

tional models are developed, AHCCCS plans to hold focus sessions with
various groups to determine if different populations engage the system
differently and if individuals can relate to the system.
The assumption is that the system will work, but that needs to be vali-
dated. Once validated, the idea is to use the innovation centers discussed
earlier as the first beta sites. There are several options that one might use
in these sites, including a workstation-type kiosk or provision of the tab-
lets. One could also create an education room, but since AHCCCS plans
to ultimately offer these services in provider offices where space tends
to be limited, creating a separate education room may not be the best
option to pursue. The hope is that access will eventually be available in
the homes. The most logical access point, however, is the physician offices
where patients can use the system at the time of their appointment. This
is probably also the time at which the patients will be most motivated to
seek information, and it will be a good way to use waiting time.
Norman was asked to comment on what is involved in teaching indi-
viduals to be computer literate. Norman responded that there is a com-
plex and a simple way to teach computer literacy. The simple approach
is usually constructed around a particular piece of technology, such as
e-mail. In this case, one works with the individual to find the simplest
route to e-mail and puts an icon on the desktop computer so that it is a
simple matter to call up the e-mail. The idea is to have a familiar entry
screen so that use is simple.
eHealth is a place, although most do not think of it that way, Norman
continued. It is a place to go in the system. A system needs benchmarks
or landmarks that are easily associated with where the individual using
the system needs to go. One should have a set of screens with a consistent
style throughout the application, and people must be trained to under-
stand the screens in order to use the system.
The more complex problem arises when one is attempting to teach
people to search for information, that is when the people will need to
use multiple platforms. Just as is the case with learning to speak another
language, it is not something one can pick up in a weekend course; it is
a much more complex task. A constant dialogue is needed, with markers
for learning the language of computers and information searching. The
key is to find where individuals are in terms of their knowledge and
comfort levels. That is what eHEALS is designed to do.
Rodgers added that individuals must also have a reason to want to
use the technology. If they are not interested, if they do not perceive the
value of using the system, they will not use it. By grabbing individuals’
attention with what one might think of as medical entertainment or with
something that is fun and real to them, it becomes much easier to get them
to want to use the technology.

Copyright National Academy of Sciences. All rights reserved.