Health Insurance and Insights from Health Literacy Helping Consumers Understand: Proceedings of a Workshop (2017) / Chapter Skim
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7 Reflections on the Day
7 Reflections on the Day
Pages 85-92
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From page 85... ...
He also called for providing rewards or incentives to the navigators and assisters who do reach out to their clients after enrollment. Marin Allen said she was impressed with the just-in-time approach to providing information that Cara James mentioned and said that approach reminded her of communication work from James McCroskey at the University of Alabama at Birmingham that could inform selection apportionment and the arrangement of materials in an assister's script, for example.
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From page 86... ...
The first is that health insurance literacy and using health care are learned behaviors. "That is very powerful for me when looking at how an organization creates services and programs," said Rush, who added that it raises a number of important questions about how understandable and usable information is to the consumer and how much cognitive burden is placed on the consumer.
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From page 87... ...
Terry Davis said the main themes of the day for her were that trusted personal health care will continue to be essential for many consumers, the reality of the boomerang effect and that situations change, and that a one-size-fits-all approach will probably not work. She then put the day's discussions in context.
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From page 88... ...
Another point Brach raised was that in addition to insurance navigators there are other kinds of navigators in the health care system, including cancer care navigators and community health workers who essentially serve as navigators for various communities. "I think there is a real danger that 2 See https://nam.edu/considerations-for-a-new-definition-of-health-literacy (accessed Janu ary 31, 2017)
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From page 89... ...
He also remarked that the ACA exemplifies the value America now embraces, which is not that health care is a right but that purchasing health care is a right, which is a big difference. The discussions at the workshop, he said, show the impact of health literacy on the transactional issues regarding getting people enrolled in a plan and then using and leveraging that coverage to improve health care.
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From page 90... ...
"Insurance is complicated because health care is complicated," said Parson. MaryLynn Ostrowski pointed out that many of the complications having to do with transparency arise from the way health plans contract for services with providers and institutions and the need to understand revenue codes and diagnostic codes.
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From page 91... ...
Taking a broader view, she said it seems that both health care and health insurance struggle to get to those who do not understand and added that many people, including policy makers, do not realize how many people do not understand health insurance and health care. "We will not have a successful health system unless all of us truly care that people understand and we make that part of the measure of what we do to look at success and quality," said Dillaha.
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From page 92... ...
In her opinion, "We need to evolve today's discussion to make it an expected competency of the deliverers of care," said Rosen. She pointed out how her field, cardiology, has done a good job developing treatment guidelines, best practices, appropriateness criteria, and even costeffectiveness criteria when possible, but when a patient asks her how much a nuclear stress test costs, she is completely unable to answer that question.
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