How did Dr. Katz treat his patient differently after learning that he was illiterate?

Question

"Healthcare in the United States, assumes that you're literate. I learned that a patient of mine who spoke English without access was illiterate when he asked me to please sign a social security disability form for him right away, the form needed to go to the office that same day, and I wasn't in clinic trying to help him out, knowing that he was the sole caretaker of his son, I said, Well, bring the form to my administrative office. I'll sign in and I'll fax it into you. He took the two busses to my office, dropped off the form, went back home to take care of his son. I got to the office, and what did I find next to the big X on the form, the word applicant,
he needed to sign the form,
and so now I had to have him take the two busses back to the office, sign the form, so that we could then fax it in for him, completely changed how I took care of him. I made sure that I always went over instructions verbally with him. It also made me think about all of the patients who received reams and reams of paper sent out by our modern electronic health record systems explaining their diagnoses, their treatments, and wondering how many people actually can understand what's on those pieces of paper."

Answer 1

After learning that his patient was illiterate, Dr. Katz adjusted his approach to care significantly. He became more aware of the patient’s needs and the limitations that illiteracy imposed on him. Instead of relying on written instructions or forms, Dr. Katz made it a point to provide clear, verbal explanations of medical information and instructions. He realized that many patients might struggle to understand the extensive paperwork generated by the healthcare system, prompting him to consider how those with literacy challenges might navigate their healthcare. This experience led him to adopt a more compassionate and supportive approach, ensuring that his communication was accessible and that he considered the patient's ability to engage with healthcare materials.