A:2 Improving the Conversation at the Heart of Healthcare – What Matters to People and Practitioners?

Session Summary

Moving the conversation from ‘what’s the matter?’ to ‘what matters to you?’ involves improving the interaction between people and their practitioners, to support them to maintain good health.

Scotland’s Making it Easy health literacy action plan was published in 2014. It set out the ambition for Scotland to be a society that better enables people to have the confidence, knowledge, understanding and skills to maintain good health. A new action plan Making it Easier was published in November 2017 to global acclaim. 

The session explored practical approaches to improving conversations, outlining simple techniques to promote and check understanding – both of people and practitioners – and offered insight into how we better design conversations and services to be more responsive to people.