Universal Patient Language® (UPL) is a content development framework built and managed by Bristol Myers Squibb in partnership with the patient community. UPL breaks down complex medical information into clear, simple and understandable terms, helping to ensure that patients and their families fully grasp their health conditions and treatment options. By bridging the gap between medical professionals and patients, UPL fosters trust, reduces misunderstandings and empowers patients to take an active role in their healthcare, transforming confusion and fear into clarity and confidence.
We know the impact of UPL is immense as shown in the small-scale study* below comparing a traditional document, versus a document with the UPL principles applied, it was found that patients:
Below is an example of how Universal Patient Language (UPL) can help patients and their caregivers:
Maria sat in the sterile hospital room, her heart pounding with anxiety as her mother lay frail and confused in the bed. The doctors had just left after explaining her mother’s diagnosis and treatment plan, but the medical jargon left Maria unclear on the explanation the doctor provided.
40-80% of medical information provided by healthcare practitioners is forgotten immediately.1 |
Later, a nurse noticed their concern and took the time to explain everything using a brochure written in plain language with simple analogies and limited medical terms. This clear communication brought Maria immense relief, empowering her to make informed decisions about her mother’s care.
This example highlights the importance of Universal Patient Language® (UPL) and how it may create a better healthcare experience for patients.
(*Customer Engagement Hub. Business Value of UPL Resources to Patients, a Small-Scale Study. Dec 2016. Available from: Bristol Myers Squibb Patient Voice and Experience Team. UPL and non-UPL variants were shown in random order to each participant. This was a small-scale (N=13) evaluation for impact direction purposes.)
Approximately 9 out of 10 adults have difficulty using everyday health information.2
Low health literacy is associated with:3
[00:00:00] Barbara Patient: I have no background in medical at all. So I didn't know half of the terminology. It was all brand new.
[00:17] Deb Caregiver: You're so confused. You're so worried. You're full of fear.
[00:20] George Caregiver: Well, I think especially for new patients, you know, they're going into something they don't understand.
[00:25 – 00:47] music
[00:47-00:57] Phyliss Caregiver: Take the most important points. And take out the fluff. Tell me what I need to know to help my patient, to give them comfort, to keep them safe.
[00:58-01:13 ] Ruth Patient: Being patient friendly, you know, I [00:01:00] think it's so great that they're looking at it from a patient point of view, just being able to be on the ground level of us explaining what we think is good and what we need to know.
[01:14-01:42] music
[01:42-01:49] Cynthia Patient: I really believe you have more hope when you're an informed patient and you can make better treatment decisions when you're an informed [00:02:00] patient.
[01:49 – 02:09] music
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