For far too long, the health care industry has used way too many long
sentences and confusing words. For instance, health insurance plans often
use terms like PCP, EOB, precertification, coinsurance, deductible, and
formulary. Huh?
Here in the U.S., where on average people read at about a
7th – 8th grade reading level, that kind of language can be overwhelming. And if people can’t understand
the health communications they receive, how can they make informed
decisions? So, this is really a
health equity issue.
Health literacy is how well people understand the language used by doctors,
pharmacies, hospitals, and health insurance companies. Right now, people
with a higher level of health literacy may get better care than those with
a lower level — just because they more easily understand complex
communications. And that can add to the enormous and tragic health
disparities in our community.
That’s why it’s time for the health care industry to start using plain
language.
What is Plain Language?
Plain language
isn’t about talking down to people or leaving details out. It’s about
putting the reader first, delivering information quickly and without
confusion. When we write something, people should understand it the first
time they read it, every time.
Independence Blue Cross (Independence) is committed to using plain language
to communicate with members, clients, and the community. Independence:
• Trains the company’s communications teams to write more clearly.
• Tries to avoid using too many acronyms.
• Uses short, to-the-point sentences.
• Tries to write things at or below an 8th-grade reading level.
Independence also offers resources to help members improve their health
literacy. These include an explanation of
health insurance basics
and a helpful list of
important terms to know.
How You Can Improve Your Health Literacy
Clearly the health care industry needs to do a better job of using plain
language. But there are also things you can do to better
understand health care information. And that will make it easier for you to
make good decisions about your health.
For example, when you’re at the doctor’s office, feel free to ask questions
if you don’t understand what your doctor is telling you. Ask them to
explain your health condition, symptoms, and treatments in a way that makes
sense to you. Sometimes, it’s really helpful to take notes because it can
be hard to remember afterwards. You can also ask them to give you
information in a different way that works better for you, like in writing
or through a website.
And if Independence sends you a communication that isn’t clear, you can let them know here. You can
also always call one of their
Registered Nurse Health Coaches
to ask them to explain something. You can reach them 24/7 by calling
1-800-ASK-BLUE (1-800-275-2583) (TTY/TDD: 711) and following the prompt for
“Health Coach.”
Independence wants to make sure you know how to use your health plan. That
will help you get the care you need at the lowest possible cost.
This content was originally published on IBX
Insights.
About Matthew Jakubowski
Matthew Jakubowski is communications standards lead at Independence Blue
Cross. He manages the company’s writing standards and the quality review
process for external communications. In 2019, he launched the Clear and
Simple initiative to strengthen IBX’s commitment to plain language and
health literacy.
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