Addressing Health Literacy to Improve Member Health, Outcomes

Health literacy, the ability for individuals to access and understand basic health information, has a significant impact on health outcomes, especially as the coronavirus pandemic continues to have a major impact on care access and delivery.

Low levels of health literacy are common among the aged, minority populations, medically underserved people, and populations of low economic status, according to the Health Resources & Services Administration (HRSA). And those with limited health literacy tend to have higher hospitalization rates, are more likely to suffer from chronic conditions, and often skip important preventive care that can help lower the expenses of subsequent treatments.

With already established relationships with members, payers can move swiftly to help these populations understand a complex healthcare system with resources based on unique characteristics that affect how individuals receive and process information. By targeting member engagement based on the social determinants of health and other factors facing individuals and populations, plans can improve how members interact with the healthcare system. 

"When people are informed about their health conditions and have good health literacy, they feel more empowered to make decisions about their own health. If they understand what they're managing, then they can decide how to make something work based on their own lifestyle," says Wellframe Senior Care Program Manager Courtney Sadlon, CPNP.

Health plans can avoid communication breakdowns from leading to adverse effects for members by tailoring resources in the right language, at the right reading level, and in the right format.

It would be wrong to assume that individuals are not already searching for information about their health. The internet has become a resource — both good and bad — for them to learn about their health.

"Consumers are not passive in their desire to pursue information about their own health," Sadlon explains. "They're not just waiting for somebody to provide it to them in a pamphlet. They're either getting it from friends and family or going to Dr. Google or WebMD to find more information to help fill in some of the gaps of information they may not have gotten from their provider. So they're a captive audience in terms of having a vested interest in their own health."

Payers can fill this health knowledge gap and allow members to be informed healthcare consumers with an eye to prevention and wellness.

"Payers have an opportunity to be able to actually use this channel to share verified information to members on topics related to their specific health concerns," Sadlon stresses.

Those with low health literacy stand to benefit the most from accessible, clear, and trusted health resources as a pandemic continues to negatively impact the nation's health.

"COVID impacts every single person in some way, shape, or form, and payers have the opportunity to be able to share reputable information with their members through this communication channel that's already been established," Sadlon continues. "Make content that is easily accessible and readily accessible to members where and when they want it."

So where should payers begin?

"Information must come from reputable resources, like the CDC and NIH, so that the content is backed by valid information. Another important design factor is how individuals will engage with the content, such as a mobile app. They have their mobile devices with them all the time, so payers need to be mindful of how they are sharing information on that screen," Sadlon notes.

As important as the medium, the content must be approachable for individuals of varying reading levels.

"Content must help support many of the varying degrees of health literacy among the healthcare consumers," Sadlon advises. "Members shouldn't see medical jargon, and terms should be explained to them. Those are straightforward opportunities to help support members in their health decisions.

Accessibility is another important consideration. Individuals with impaired vision, difficulty hearing, or other disabilities must be equally able to benefit from reliable and trustworthy health information.

The pandemic has proven incredibly disruptive to everyday life, especially for populations wherein social determinants of health play a significant role in their quality of life. The ability to access basic health information is crucial to individuals trying to make important health decisions. "If you can't get to your primary care visit or don't have a working telephone because you don't have stable financial security and a job, how are you actually going to access your medication or get information as to why you have to take that medication?" Sadlon observes.

Literacy helps individuals understand the world; health literacy enables individuals to understand the healthcare system. By providing their members with health resources suited to their individual needs, payers can empower them to be confident about managing their health and well-being. 

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Wellframe partners with health plans nationwide to reimagine member relationships. With solutions for care management and advocacy, the Wellframe Digital Health Management platform empowers health plans to become a trusted advocate for all their members' health needs. Learn more at wellframe.com.

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