Health literacy at the heart of healthdirect Symptom Checker

Application of health literacy principles is particularly important for online self-guided health tools, such as healthdirect Symptom Checker, where people need to take the next informed step themselves.

A simple to use tool with clinical backbone

The questions, answer options and health advice provided by the healthdirect Symptom Checker are written and designed to be understood by most people regardless of their education level, age, socio-economic or cultural background. It is written in plain English with clear next steps, in accordance with best-practice health literacy principles.

Although the Symptom Checker may look simple, it is backed by strict clinical governance and logic flows. At least two relevant clinicians check every question and multiple choice answer, the algorithm, and the care advice, against Australian guidelines.

The Symptom Checker directs users to the most appropriate entry point into the health system based on their symptoms. It was used more than 7 million times in 2020.

Careful phrasing of questions helps understanding

It’s important that question and answer options in the Symptom Checker are unambiguous and understandable to help users provide accurate information about their symptoms.

For example, when asking about pain, the term “acute” isn’t used to describe the pain as some users would not understand that term. Instead, the question may ask how severe the pain is.

Adding context can help determine the level of care required. For some scenarios, the question might be phrased “Is the pain so severe you can’t walk?” rather than “Is the pain severe?”.

Careful wording and phrasing assists users to get to the end of the process and to get the most appropriate advice for their symptoms.

Design and structure are critical to usability

The Symptom Checker is set up as a series of questions with yes/no or multiple-choice answers for easier decision-making. “Further information” sections and “?” buttons provide more detail or explain terms where needed.

The Symptom Checker is designed to be directive to help users get to the endpoint where they receive advice about what to do: take care of themselves including what to do if symptoms worsen, visit a health professional within a timeframe, go to an emergency department or call an ambulance.

Users are provided with contact details for emergency departments and health professionals through healthdirect’s Service Finder which is part of the National Health Services Directory. If a GP visit is advised, the user can immediately book an appointment online.

An SMS summary of the advice can be sent to the user to share with a health professional.

Every step of the way the Symptom Checker aims to overcome any lack of health literacy to allow people to make informed decisions. Each question and piece of information is designed to help users maintain or improve their health, as well as deal with illness and even emergencies.