Information producers should be less concerned about healthcare consumers’ lack of literacy
skills and more concerned that we are all “limited-capacity information processors” .
"In any situation, a person decides what to do based on under-
standing of facts, issues, options for action, and consequences.”
This statement from an article titled “Improving Health Literacy” at PlainLanguage.gov is
bound to set information providers and health literacy promoters down a dead end. It describes
health decisions that fit the process for effective decision making taught in graduate classes Dartmouth [http://www.umassd.edu/fycm/decisionmaking/process/] and multiple models of how health
decisions ought to be made. We hope and trust that healthcare professionals use this conscious,
deliberative, analytical, linear, reasoned process for treatment decisions. Consumers do not.
Healthcare decisions are based on emotion
We consumers are much more likely to use what experts in decision-making processes call an
“experimental” approach that is intuitive, automatic, associative and driven by emotions. It is
feelings that make meaning from information and motivate actions. Because we can only use a
limited amount of information, we consumers automatically search for info that warrants our
attention and info we can disregard. Health decisions typically are complex and require complex
information on unfamiliar topics, using unfamiliar terms and concepts. More info requires more
time and energy and often yields more uncertainty and competing messages. Even otherwise
information-hungry consumers may limit information seeking and almost certainly disregard available
information that is hard to use when physically, mentally, spiritually and financial stressed by illness.
The value of plain language information in a simple form is that it makes information easier to use so
that consumers do not have to use short cuts.
Plain language information is necessary but insufficient to improve health literacy. It needs to be
formulated to make decision-making, rather than reading less cognitively and emotionally demanding.
It needs to come with direct support to help people process the info based on their specific needs and
the everyday home context in which they are expected transform decisions into actions and outcomes.
Consumers in Healthcare: The burden of choice. (2005). Shaller, D. California Healthcare Foundation,
Oakland. Online at http://www.chcf.org/~/media/MEDIA%20LIBRARY%20Files/PDF/C/PDF%20ConsumersInHealthCareBurdenChoice.pdf
The Adaptive Decision Maker. John W. Payne, James R. Bettman and Eric J. Johnson, Cambridge: Cambridge
University Press, 1993,307 pp. ISBN 0 521 41505 5 (hc), ISBN 0 521 42526 3 (pb)