JUST ASK CAMPAIGN

Project summary

IPC Health conducted the Just Ask Campaign to encourage clients to ask more questions and actively participate in informing and making decisions about their care. 

Clients were given a Just Ask handout before their appointment. The handouts ask clients to prepare questions to ask their practitioner and reminds them to take notes during their appointments. 

To support the handouts, staff also wore Just Ask badges, and Just Ask posters were displayed.

Click here to download a copy of the Just Ask handout developed by IPC Health.

What were the benefits?

The Just Ask campaign was useful to remind and encourage clients to ask questions. It facilitated conversations between IPC Health staff and clients which improved their understanding and supported them to make decisions about their care in partnership with their service providers.  

Clients used the handout in three ways:  (a) to prepare questions, (b) as a reminder of what to do after the appointment and (c) to discuss and record their health care goals 

Key results: 

• 51% of clients tallied received the Just Ask handout;  
• 82% of clients who used the hand out found it useful 

Comments from clients demonstrate how the handout supported and empowered them to ask important questions even at other services; i.e. Centrelink. Service providers also reported having a better understanding of where their clients were at in their health journey as a result of the conversations around the handout.

Download more information about IPC Health‘s Just Ask Campaign here.

How does the Just Ask Campaign make IPC Health a more Health Literate Organisation?

Health Literate Organisations implement campaigns and initiatives to educate and empower consumers to ask questions across all services within the organisation [1].

What steps did IPC Health take to develop the Just Ask Campaign?

• Just Ask handout prompted clients to prepare questions before their appointment and take notes during their appointments. 
• Promotional materials (badges, posters and handouts) were used to embed the campaign’s message across the client pathway.  
• Staff engagement, before, during and after the campaign, was very important. 
• All staff had completed health literacy training and were confident in using communication tools like: Teach Back method and Ask Me 3 (also embedded in client care plans). 
• Evaluation data was collected throughout the campaign using a quick tally sheet completed by staff to record: clients’ uptake of the handout; how useful the client rated the handout; comments the clients made about the experience; and any staff observations/experiences.

References

[1] Trezona, Dodson & Osborne, 2017, Organisational Health Literacy Responsiveness (Org-HLR) Self Assessment Tool and User Guide, Deakin University.