Plain English guide for mental health professionals
When choosing healthcare services, the last thing people need is to feel confused and overwhelmed by language they don't understand. Yet we often see websites full of complex medical terms that mean well, but act as a barrier between patients and the care they need.
The problem with complex language
Healthcare professionals rely on clinical language to ensure precision and accuracy when speaking with colleagues. But while that level of accuracy is essential behind the scenes, it can feel confusing or even overwhelming to patients who just want to understand their care options.
The NHS identifies that 43% of 16 to 65-year-olds struggle with text-based health information, rising to 61% when numeracy skills are also required for comprehension. Additionally, many UK adults have low health literacy skills, meaning they struggle to read and understand medical content intended for the public.
These statistics highlight a critical gap between how healthcare information is presented and how patients actually process it. When people can't understand their treatment options, appointment details, or health advice, they struggle to make informed decisions about their care.
Low health literacy has been linked to a range of problems, including difficulty taking medicines correctly, increased hospital admissions, and reduced life expectancy.
As a healthcare professional, you can help lower the issues caused by low health literacy by ensuring your content is written at a level most users can understand. The NHS has produced helpful guidance, checked by qualified clinicians, to help people working in healthcare produce written communications that are accessible and easy to understand.
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What's the cost of poor communication?
The damaging impact of poor communication on health outcomes shouldn't be underestimated, but it's also expensive. Poor health literacy links directly to health inequalities, with research showing that people with low health literacy are more likely to miss appointments, misunderstand medication instructions, and struggle to navigate healthcare systems. When patients can't understand their care options, they're less likely to engage with services vital to their health.
How to make your communications easy to understand
Plain English is a way of writing and speaking that prioritises clarity and accessibility. It means using familiar words, short sentences, and logical structure to communicate information that anyone can understand, regardless of their educational background or health literacy level. The Plain English Campaign defines it as "communication that is clear, concise, and well-organised, allowing readers to find what they need, understand it, and act on it."
Using Plain English on your website doesn't mean dumbing down important information, but presenting complex concepts in ways that everyone can understand by using several key principles:
Use everyday words where possible. Instead of "comorbidities," try "other health conditions." Rather than "contraindications," explain "reasons why this treatment might not be suitable."
Structure information logically. Start with the most critical points and build from there. Break complex procedures into clear steps that patients can follow.
Include practical details. Tell patients what to expect, when to arrive, what to bring, and who to contact with questions. These details reduce anxiety and improve preparation.
Test understanding. Good communication is two-way. Healthcare providers should check that patients understand key information and feel comfortable asking questions.
How to make clinical services accessible
Healthcare clinics and therapists can take several practical steps to improve communication:
Simplify written materials. Review patient information leaflets, appointment letters, and website content. Remove unnecessary jargon and explain technical terms that must be used.
Train staff in plain English principles. Reception staff, nurses, and clinicians all benefit from communication training that helps them explain procedures and requirements clearly.
Use visual aids and examples. Diagrams, charts, and real-life examples help patients understand complex information. Visual learners particularly benefit from these approaches.
Provide multiple formats. Some patients prefer written information they can review at home. Others learn better through conversation or video explanations.
How to balance precision and clarity
Healthcare professionals sometimes worry that plain English sacrifices accuracy, but clarity and accuracy aren't mutually exclusive.
The key is knowing when to use technical language and when to translate it. In clinical notes and professional discussions, medical terminology remains essential. But in patient-facing communications, the same information should be translated into accessible language where possible.
For example, you might document "patient presents with generalised anxiety disorder with comorbid depressive episodes" in clinical notes. When conveying the same information to the patient, you might say, "anxiety that affects daily life, along with periods of low mood." Both versions are accurate, but one serves its intended audience better.
Empowering patient choice
Clear communication also supports the NHS's goal of enabling people to make informed health decisions. The evidence clearly shows that when people understand their options, they can participate more fully in decisions about their treatment.
Healthcare providers are likely to see better patient outcomes and fewer missed appointments, while patients will feel more confident about their care and more positive about their overall experience. Professionals who invest in clear communication will see genuine benefits in patient satisfaction, treatment adherence, and resource efficiency.
Healthcare is complex, but accessing and understanding services doesn't have to be. By embracing Plain English principles, we can make clinical services more accessible to everyone by ensuring language never stands between patients and the care they need.
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