PH Health Improvement

People need health literacy skills to:

• Understand health information and advice
• Follow medical instructions and treatment plans
• Understand appointment letters and test results
• Communicate effectively with healthcare professionals
• Participate in decisions about their care
• Manage long-term health conditions
• Navigate health and social care services confidentl

Health literacy is not simply about a person’s reading ability. It is the responsibility of health and care services to communicate clearly, provide accessible information and create environments that make it easier for people to understand and use information.

Health literacy is a key part of Scotland’s Realistic Medicine approach, which encourages care that is personalised, collaborative and focused on what matters most to each individual. Realistic Medicine recognises that people are experts in their own lives and should be supported to make informed decisions about their health and care.

Good health literacy helps people to understand information, ask questions, weigh up options and take part in shared decision making. It shifts conversations from simply asking “What’s the matter with you?” to understanding “What matters to you?”

By communicating clearly, providing accessible information and supporting people to participate in decisions, health and care professionals can help ensure that care is aligned with an individual’s values, preferences and circumstances. This leads to more person-centred care, better experiences and improved health outcomes.

What matters to you?

The question “What matters to you?” encourages meaningful conversations that help health and care professionals understand an individual’s goals, priorities and circumstances. By combining this approach with good health literacy practices, we can support people to:

• Understand their options and make informed choices
• Feel confident asking questions and expressing concerns
• Participate in decisions about their treatment and care
• Manage their health and wellbeing more effectively
• Receive care that reflects their personal priorities and circumstances

Everyone can experience difficulties understanding health information, especially when they are unwell, worried, stressed or receiving new information. Because these needs are often hidden, it is important not to assume someone’s level of understanding.

Simple techniques can help:

• Use plain language and avoid unnecessary jargon.
• Break information into small, manageable sections.
• Check understanding before moving on.
• Use pictures or other visual information where helpful.
• Encourage people to ask questions.
• Use Teach Back by asking the person to explain the information in their own words

Health literacy supports shared decision making and Realistic Medicine.

The NHS Inform BRAN framework encourages people to ask:

• Benefits – What are the benefits?
• Risks – What are the risks?
• Alternatives – Are there any alternatives?
• Nothing – What happens if I do nothing?

These questions can help people feel more informed and involved in decisions about their health and care.

Increasingly, people need digital skills to access health information and services online, book appointments and take part in video consultations. However, not everyone has equal access to devices, connectivity, digital skills or confidence.

People who may be more likely to experience digital exclusion include:

• Older adults
• People with disabilities
• People on low incomes
• People living in deprived or rural communities

Improving digital inclusion is an important part of improving health literacy and reducing inequalities. Public libraries and community partners have a valuable role in helping people build confidence and skills to engage with digital health information and services.

False or misleading health information can be difficult to recognise, particularly online and on social media. Misinformation UnMASKED provides a simple checklist to help people pause, consider the source and assess information before trusting or sharing it.

The Misinformation UnMASKED strategy has been created by NHS England Knowledge and Library Services to help people spot and stop health misinformation online. (Permission has been sought and given to use this)

Misinformation UnMASKED Checklist

Public libraries are trusted community spaces that play an important role in supporting health literacy, digital inclusion and access to reliable health information. Through partnership working with local authority library services, NHS Greater Glasgow and Clyde supports library staff to help people find, understand and use health information with confidence.

Libraries are often the first place people turn to for information, support and access to digital services. They provide free internet access, public computers, welcoming community spaces and support from knowledgeable staff who can help individuals develop the skills and confidence needed to engage with health information and online services.

Working with public library partners across Greater Glasgow and Clyde, our team supports initiatives that help communities to:

• Access trustworthy sources of health information, including NHS inform and other quality-assured resources.
• Improve health literacy and confidence in finding and understanding information.
• Develop digital skills needed to access health and care services online.
• Prepare for healthcare appointments and conversations using tools such as BRAN (Benefits, Risks, Alternatives and Nothing).
• Recognise and navigate misinformation and identify trusted sources of information.
• Reduce barriers to accessing health information and services.

Library staff are not healthcare professionals and do not provide clinical advice. Instead, they support people to find reliable information, build confidence, develop digital skills and access appropriate services when needed. Our health literacy and digital inclusion programmes help library staff understand when to inform, signpost or refer individuals to health and care services.

This work supports wider NHS Scotland priorities around prevention, reducing health inequalities, improving digital inclusion and delivering person-centred care. By combining trusted community spaces with access to quality information and skilled support, public libraries help people become more confident and active partners in managing their health and wellbeing

Using reliable, evidence-based information is essential. We recommend the following trusted sources:

• NHSGGC Public Health Resource Directory: Resources supporting public health and health improvement.
• My Health: Local NHSGGC health and wellbeing information.
• Print on the Web (NHSGGC Patient Information) : NHSGGC patient information for staff with access to the NHS network.
• NHS Inform :Scotland’s national source of health information.

When reviewing information online:

• Check who created it
• Look for evidence and references
• Consider whether it is current and regularly updated
• Use trusted NHS, government and recognised charity sources where possible

Learning Resoures

• Information for Wellbeing Course – Right Decision Platform
• Thriving in a digital age pathway – Turas
• Finding and using knowledge – Turas NES modules
• Health Literacy – Turas
• Shared Decision Making – Turas
• Digital and Data Resource Hub – Turas

Upcoming online sessions:

• Wed 11th Nov 2026 – 11.15-12 Introduction to Health Literacy
• Mon 14th Dec 2026 – 11.15-12 Neuro-Inclusive Communication in Healthcare: Practical Approaches for Everyday Conversations
• Mon 22nd Mar 2027 – 11.15-12 Introduction to Health Literacy
• Wed 28th Apr 2027 – 11.15-12 Neuro-Inclusive Communication in Healthcare: Practical Approaches for Everyday Conversations