NHS England have shared two evidence-based techniques which have been shown to help us check that your message is understood, especially if a patient may have heard bad news or lots of information at once:

Teach back: this involves asking the patient/service user to explain back to you in their own words the information or instructions you have given them.   

Chunk and check: this technique works well in tandem with teach back and involves breaking down information into smaller chunks, explaining and checking for understanding before moving on.

The Health Literacy Team at South Tyneside and Sunderland NHS Foundation Trust worked in partnership with the NHS England Knowledge and Library Services Team and local practitioners to develop some role play videos in an NHS pharmacy and reception desk setting that demonstrate Teach Back and Chunk and Check.

For further information on health literacy take a look at our Health Literacy Toolkit and speak to your local NHS Knowledge and Library Service about Royal Society for Public Health accredited health literacy training.