Making it easy – understanding the health and care system: progress report

Progress report on the 'Making it easy' action plan, which aims to help people deal with the complex demands of the health and care system.

Local case study examples

NHS Education for Scotland (NES)

NES worked with public librarians to improve their health literacy skills and awareness. This supported library staff to be more confident in guiding the public to better sources of information about health and care.


NHS Lanarkshire developed a health literacy component as part of its pilot programme to train all community pharmacists with a range of skills. It was very well received and it is hoped that it will be included in training for further staff groups.

Ayrshire & Arran

NHS Ayrshire & Arran has trained more than 200 people in health literacy skills over recent years. Staff groups who have been trained include practice managers, GP receptionists, social workers, health improvement staff, nurses, administrators, health visitors, and community link practitioners.


NHS Lothian focussed on improving both oral and written communication with people. The Teachback technique and health literacy awareness is now included in NHS Lothian induction training for new staff, with 1,735 trained in the last year. Guidelines for staff on writing and designing patient information have been developed and implemented.


Email: Blythe Robertson,

Phone: 0300 244 4000 – Central Enquiry Unit

The Scottish Government
St Andrew's House
Regent Road

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