Facilitating State Health Exchange Communication Through the Use of Health Literate Practices Workshop Summary (2012) / Chapter Skim
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5 Current Best Practices in Developing Materials and Communicating with Consumers
5 Current Best Practices in Developing Materials and Communicating with Consumers
Pages 67-78
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From page 67... ...
It has grown to administering $50 million in basic grants in fiscal year 2011, from $10 million in 1991. The state network of SHIP programs now helps consumers understand all of the available Medicare benefits and services and, in addition, assists clients with Med icaid, long-term care insurance, and other programs such as the State Pharmacy Assistance Programs.
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From page 68... ...
Local SHIPs sponsor public and media outreach activities in conjunction with their CMS regional offices. There are 10 regional CMS offices across the country, and a number of partners at both the federal and local levels engaged with SHIPs in approximately 63,000 outreach events this past grant year compared to 55,000 the prior year.
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From page 69... ...
According to program data, beneficiaries generally learn about SHIP programs through other agencies or service providers, such as the Social Security Administration or a senior center, Maultsby said. Other beneficiaries have had previous contact with a SHIP, or learned about the program through the CMS Medicare website, a brochure, mailings, or the 1-800-MEDICARE telephone number.
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From page 70... ...
There is a SHIP Steering Committee composed of SHIP directors that meets with the CMS Division of SHIP Relations on a monthly basis to address funding and policy issues and to discuss support tools for the SHIP network. SHIP counselors rely on the CMS Plan Finder tools at the www.medicare.gov website.
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From page 71... ...
Maultsby concluded by pointing out that SHIPs are addressing some of the same issues that the state health insurance exchanges have to address. SHIP counselors, for example, help beneficiaries understand plan benefits and costs and make decisions that are suitable to their circumstances.
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From page 72... ...
Health literacy activities have also been integrated into programs directed to improve cultural and linguistic services or patient satisfaction. Companies were asked if they had in place certain components of a health literacy program.
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By 2010, almost all plans aimed to write materials in clear and plain language and aimed to meet a target reading level. Other methods reported to improve readability include avoidance of jargon and medical terms, and inclusion of materials in languages other than English.
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However, work in both areas is flourishing. DISCUSSION Cindy Brach, roundtable member, asked Maultsby how the model of using volunteer counselors within the SHIP program might be applicable to the state health insurance exchanges.
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From page 75... ...
These are primarily midlevel state employees, and they tend to advance to other positions within state government or gain employment with health plans. In terms of quality monitoring, CMS evaluated the SHIP programs using mystery shopping telephone calls or visits and identified access problems in some state programs, Maultsby said.
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From page 76... ...
Another dissemination vehicle is the Communications Subcommittee of the SHIP Steering Com mittee. The steering committee includes nine SHIP directors elected from among the SHIP network.
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From page 77... ...
and wondered if similar issues might arise for state health insurance exchanges if there are legal requirements regarding disclosure of health plan details. He asked whether any such 3 "In direct-to-consumer advertising, fair balance refers to the presentation of accurate and fair assessment of the risks as well as the benefits of the drug." Available at: http://www.
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From page 78... ...
Pisano mentioned that AHIP's model policy encourages member plans to only contract for the development of materials with vendors who have staff who are knowledgeable about health literacy. Progress will be made as private companies and government agencies require vendors to state how they are going to ensure their products will comply with principles of clear health communication.
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