Patient information workshop pack 2: getting started

The slides and script from the second patient information workshop: getting started

Table of contents: 1. Slide 2 – Title page 2. Slides 3 to 7 – Health literacy 3. Slides 8 to 13 – LQAF 4. Slides 14 to 20 – Health Information Week 5. Slides 21 to 22 – Collaborating with public libraries 6. Slides 23 to 27 – The Information Standard 7. Slides 28 to 31 – Sustainability and Transformation Plans (STPs)
Title: Getting started. Subtitle: Ideas, information, and reasons to get involved with Patient and public information
Getting Started
Title: Health Literacy. Image of two library professionals discussing
Health literacy
Title: What is health literacy? Text on page: Quote from World Health Organisation-
What is health literacy?

This is the latest definition for health literacy. Defined in 2015 by the World Health Organization, this definition doesn’t just focus on the ability of a patient to understand instructions given to them by their health professional, it builds on this, to encompass the skills needed to identify a gap in their knowledge, and then know what sources to use to find the information, appraise it, and use it to make an informed treatment choice.

Health literacy is about far more than the ability to read, although this is part of it. There are three parts to health literacy:

  1. People's skills, knowledge, understanding and confidence
  2. How people use health services

  3. How those health services, and the people that work in them, meet people's individual needs

Title: NHS Drivers for health literacy. Text on page: 1. The NHS Constitution says that health literacy is an important part of high quality health services. It says services should offer easily accessible, reliable information in a form that people can use and understand. 2. The Five Year Forward View also says that health literacy is important. It says that health services should be person-centred, support people to be healthier, and enable people to be informed and involved in their care.
NHS Drivers for Health Literacy

Studies suggest that everyday health information is too difficult for 43% of 16-65 year olds to be able to understand and use. This increases to 61% when numerical information is included. For example, many people will struggle to calculate a childhood paracetamol dose. This means, having health literacy can really affect a person's ability to stay healthy and well.

Text on page: Addressing health literacy is important because it: 1. will tackle health inequalities 2. Enables people to understand and use health and care information 3. Improves wellbeing 4. Increases health knowledge and skills 5. Supports  people to follow medication advice 6. Increases individuals confidence as well as their involvement and engagement in their health 7. Enables people to effectively manage long-term conditions
Addressing health literacy is important
Text on page: What can NHS Libraries do? : 1. Participate in training of healthcare staff 2. Make healthcare staff aware of suitable resources for patients 3. Promote resources specifically written for the public, eg NHS Choices Guide 4. Run specific health information events for patients / support patient support groups 5. Promote resources accredited by the Information Standard 6. Support Making Every Contact Count 7. Collaborate with public libraries in health events
What can NHS libraries do?

LKS staff need to be aware of the necessity for patients and the public  to be able to find health information, evaluate the sources of the information, and understand it,  ie  the most important aspect for patients is being able to look at health information and tell good health information from bad health information…being able to look at web pages, and…seeing which ones appear to have information that you can trust, and which ones are out of date, contain misleading information etc

  • Participate in training of healthcare staff eg
    • Offer sessions around finding quality health information many staff are unaware of things like the Information Standard
    • Demonstrate NHS Choices to staff especially HCAs or volunteers
    • See the information literacy section in the Ideas bank for more ideas 
  • Make healthcare staff aware of suitable resources for patients eg
    • Develop a patient information section on the library webpage to highlight resources 
  • Promote resources specifically written for the public, eg
    • NHS Choices display, either on library notice boards or at relevant Trust events. Do you have a carers hub you can support?
  • Run specific health information events for patients / support patient support groups eg
    • Approach CNSs to offer to run a session on finding health information to their patient groups
  • Promote resources accredited by the Information Standard
  • Support making every contact count 
  • Collaborate with public libraries in health events eg. 
    • See the health promotion section in the ideas bank
Title: Library Quality Assurance Framework (LQAF):
Library Quality Assurance Framework (LQAF):
Text on page: Library Quality Assurance Framework (LQAF): Introduction “The Library Quality Assurance Framework (LQAF) is generic to any type of knowledge service, whether a library, a resource centre, information unit or an individual in a specialized role.”  Enables a robust quality assessment   Compliance to national standards   Offering clarity of direction   Identify any gaps in service   Requirement for NHS funded Library/Knowledge services (LKS)
Library Quality Assurance Framework (LQAF): Introduction

“The Framework is generic to any type of knowledge service, whether a library, a resource centre, information unit or an individual in a specialized role. “

“The Framework enables a robust quality assessment of library/knowledge services so that an organisation can assess its level of compliance to national standards and demonstrate the fitness for purpose that our 21st century health system demands. It provides a clear focus for action planning across all NHS organisations, offering clarity of direction for service managers and transparency of development to meet business and client need.”

“Self-assessment against the criteria of the standards within the LQAF will enable each library/knowledge service to identify any gaps in their service management and provision so that these requirements can be built into their business and service planning.”

Title: PPI section in LQAF. Text on page: *5.3l : Library/knowledge services are developed to support information provision for the patient and/or the public.  “Not applicable” was acceptable in 2016. From 2017  options must be either:  Non compliant (No service) Partial compliance (Service use but not promoted) Full compliance (Service; promoted and support enquiry) * Please note pending changes for 2018, criteria may change for 5.3l
PPI section in LQAF


Criterion 5.3l Patient and Public information guidance has been revised by the Patient and Public Information Task and Finish Group.

“At present library/knowledge services which are not required by the organisation[s] to provide services to patients and/or the public may opt to regard this criterion as “not applicable”. From 2017, all NHS-funded library/knowledge services will be expected to evidence some level of direct or indirect contribution to patient and public information.”

Pre 2016 “Not applicable” was acceptable. 2017 options now;

  • Non complaint
  • Partial compliance
  • Full compliance

'Partial' compliance: A library/knowledge service exists for use by patients and/or the public but is not widely promoted.

'Full' compliance: A library/knowledge service exists for use by patients and/or public AND promoted AND library/knowledge staff are able to support enquirers.

5.3l : Library/knowledge services are developed to support information provision for the patient and/or the public.

Title: Glass Diagram. On page image of three glasses. The first glass is empty. It is labelled non-compliant as there is no service given. The second glass is half full and is labelled partial compliance as the service exists but is not promoted. Examples given to the kind of service offered: partnership working, links to health promotion, links to PALS, relevant section in strategy, training volunteers. The final glass is full and is labelled fully compliant as the service exists, is promoted, and supports enquiry. Examples of this are: website, library leaflets, blog, URL or screenshot, public inductions, Info centre library leaflet.
Glass Diagram

NOTE: At present library/knowledge services which are not required by the organisation[s] to provide services to patients and/or the public may opt to regard this criterion as “not applicable”.

From 2017, all NHS-funded library/knowledge services will be expected to evidence some level of direct or indirect contribution to patient and public information.

Examples of services might include:

  •  Walk-in use of print resources for reference.
  • Helping healthcare staff to provide high quality patient information.
  • Patients and the public having full access to library/knowledge service resources. LKS staff can signpost these users to high quality reliable information.
  • Providing information leaflets via patient advice and liaison services (PALS) and front-line staff.

Further guidance and examples of best practice can be found in

NHS Library and Knowledge Services: Guidance for providing Patient and Public Information   

Suggested admissible evidence -

  • Evidence of partnership working with the public library service.
  • Links to Health Promotion Services.
  • Links to Patient Advice and Liaison Services (PALS).
  • Examples of specific services provided.
  • Relevant sections from library/knowledge service strategy and/or implementation plan.
  • Consumer Health Information strategy.
  • URL or screenshot of page from library/knowledge service website/blog detailing the availability of the service.
Title: LQAF : Ideas Bank & Examples. List under the header 'ideas bank': engagement with public libraries, information literacy, patient and carer support, health information promotion, internal staff partnerships, voluntary organisations, health information week. Further links can be found on the KfH website
LQAF : Ideas Bank & Examples
  • Engagement with Public Libraries e.g. Librarian exchange / job shadowing / visits; Joint training with public library staff; Arrange a procedure for referral of complex queries; Stock Books on Prescription (Reading Well)
  • Information Literacy: e.g Hospital patients reading groups or book clubs; Poetry on the wall; Encourage reading for staff and patients -The Reading Agency ; Literacy training; Patient /Public User ed etc
  • Patient & Carer support : e.g Dementia reminiscence collections; Information Prescriptions; Self-management support (Dynamed patient information/BMJ Best practice ); Patient stories collation; Promote safe use of internet information; Cataloguing of patient information resources; Patient information leaflet provision; Support awareness campaigns (1.1c, 4.1a, 5.2d, 5.3a)
  • Health information promotion: e.g.  Join Health Information Week / hold your own events; Have health promotion stock; Start a Health Information unit
  • Internal staff partnerships: e.g Be pro-active in engaging with other information providers in your Trust; Offer work experience; Revisit previously closed doors
  • Voluntary Organisations: e.g. Partnership with other sectors
Title: support available. Images on screen of the patient information section of the KLS site, Knowledge for Healthcare development framework title page, NHS Library Quality Assurance Framework (LQAF) England
Support available
Title slide for health information week
Health information week
Title: Health information week. Text on page: Health Information Week (HIW) is an annual, multi-sector campaign to promote the good quality health resources that are available to the public and to encourage partnership working across sectors.   Started in 2005 in West Midlands 2016 – spread to Midlands & East 2017 – national Endorsed and supported by HEE, NHS England, SCL, PHE Supporting Health Literacy is a key workstream in the delivery of the KfH vision in order to enable the public, patients and carers to use the right information to improve health and wellbeing, for self-care and to support shared decision-making.
Health information week
Title: Why get involved in health information week? Text on page: Improving access to health information for the public Improving partnership working Improving health literacy Getting to know your local fellow information providers Sharing resources and knowledge A quick LQAF win!
Why get involved in health information week?
Title: HIW - Examples from previous years. Text on page: Many larger libraries hold health fairs with manned stands including complementary health clinics. Ask local voluntary orgs, NHS community staff etc. to man their own displays, run competitions, free fruit, leaflets, use health visitors / pharmacists / practice nurses to run blood checks etc. & focussed publicity Info displays at supermarkets, shopping centres, leisure centres etc.  Competitions on local radio, event opened by MP  Comput@bus or mobile library to target rural areas - asking public health what areas and topics to target
HIW - Examples from previous years
Images of poster displays in Coventry, Shrewsbury, and Worcester
Title: #HIW2017 LKS examples. Text on page: NHS librarians giving health information searching tutorials at public libraries Promote Books on Prescription, reading challenges, Mood Boosting books etc. Health walks  Promote new NHS Choices Guide or Safe use of Internet leaflet to staff/public Info displays in unusual places away from your organisation Provide training for staff on patient information resources Raise awareness of your fiction stock, PPI stock, etc
#HIW2017 LKS examples
Title: #HIW2017 support. List under heading
#HIW2017 support
Title card for local collaborations
Local collaborations
Title: Collaborating with your local Public Libraries. Text on page: Depending on the capacity of your local public library services, you could; Collection of fiction books in your library for staff to borrow or patients to read Joint events/displays Building a local health information network Joint training sessions (health information literacy, dealing with difficult customers), Develop a referral procedure for complex enquiries
Collaborating with your local Public Libraries
Title: Other local collaborations. Text on page: Who else is providing patient and public information locally? Voluntary organisations: Could you work with local charities who provide information to the public Your local Macmillan Cancer Support Centre: Could they support your staff with a training session on difficult conversations with patients? Local Authorities: Local Public Health or Social Care teams, could you collaborate for Health Information Week?
Other local collaborations
Title card for The Information Standard (TIS)
The Information Standard (TIS)
Title: The information standard (TIS). Text on page: A highly regarded, voluntary certification scheme for  health and social care information producers.  The Standard is made up of six principles with underpinning requirements, informed by best practice for producing and commissioning good quality usable information.   Organisations wishing to join the scheme must be able to demonstrate, with supporting evidence, how they meet these requirements.
The Information Standard (TIS)
Title: The Information Standard Kite Mark. Text on page: Certified members carry the certification kite mark. [image of the information standard kite mark]  When you see The Information Standard quality mark on any materials, you can be assured that the organisation has undergone a rigorous assessment and that the information they produce and commission is high quality and people can use it. This will help people to make informed decisions, for themselves and their family, when it comes to considering health and care options.
The Information Standard Kite Mark
Title: Achieving the information standard. Text on page: There is no cost to join the scheme.  Certification is renewed through an annual assessment process.  TIS demonstrates good practice for all NHS Organisations  NHS England promotes TIS as a quality Standard, with continuous development. It supports organisations to reflect the principles of TIS, aiming to improve both practice and quality.
Achieving the Information Standard
Title: Accessible Information Standard (AIS). Text on page: From 1st August 2016 onwards, all NHS and Adult Social Care providers must comply with the Accessible Information Standard (AIS). AIS directs and defines a consistent approach to identifying, recording, flagging, sharing and meeting the information and communication needs of individuals with a disability, impairment or sensory loss. LKS staff are advised to:  ensure that you know your organisation’s policy on AIS and where to go for information in different formats  add a field to enquiry forms to ask what format is required  raise awareness of the AIS with other staff
Accessible Information Standard (AIS)

LKS staff can access resources to support their (and other staff) understanding of  the information needs of people with a disability, impairment or sensory loss – all at For example our e-learning modules for the Standard (at or the glossary of terms produced by Sense (

Title: Could you support TIS in your organisation? Text on page: Do you already contribute towards commissioning or production of patient information in your organisation? Could you help your Trust or any of the organisations you work with apply for the Information Standard? Could the services you provide help support any of the TIS principles? Does your organisation have a documented process for the commissioning or production of health information? If so, are your services mentioned?
Could you support TIS in your organisation?
Title card for Sustainability and Transformation Plans (STPs
Sustainability and Transformation Plans (STPs
Title: Sustainability and Transformation Plans. Text on page: STPs will drive transformation in health and care outcomes between 2016 and 2021 To deliver these plans, NHS providers, CCGs, Local Authorities, and other health and care services have come together to form 44 STP ‘footprints’ Prevention, well being and patient self management are key to these plans
Sustainability and Transformation Plans
  • The NHS Five Year Forward View Shared Planning Guidance required every local health and care system in England to create a Sustainability and Transformation Plan (STP).
  • These will be place-based, multi-year plans built around the needs of local populations.

Please note: CCGs are Clinical Commissioning Groups

Title: STPs – How LKS can support through PPI. Text on page: Patient and public information is especially pertinent to: How are you going to prevent ill health and moderate demand for healthcare? How are you engaging patients, communities and NHS staff?  How will you improve quality and safety?  Check out this blog post on the KfH website about how two library services engaged their STPs with PPI
STPs – How LKS can support through PPI

STPs have 10 questions to address and PPI is key to 3.

Contact your STP lead or similar to discuss how your LKS can support. So far Patient and Public information has created interest.

Title: STPs – How LKS can support through PPI (2) Text on page: Direct support eg: Email alerts on health and wellbeing topics Case studies on PPI  Indirect support eg: Involvement with public libraries on health initiatives Involvement in local projects such as Symphony Care Hub
STPs – How LKS can support through PPI (2)

Symphony Care Hub is is an STP initiative local to the Somerset STP.