Health Literacy Study

Categories: Encourage Research on What Works

Late last year, Regence released a study about how well consumers understand the language the health insurance industry uses to explain health insurance concepts.  The results of the study demonstrated that the majority of consumers do not understand the language health plans use to communicate with them, although consumers do think of the health plan as a trusted source for information about their healthcare coverage.  To facilitate members’ understanding, Regence has instituted the following:

• Regence.com: Mouse-over industry-specific terms to get instant definitions
• myRegence.com: Live Help instant chat to advise and navigate, as well as reply to e-mail questions
• Customer service training: Emphasizes advocacy and problem-solving
• Case management nurses: Help people understand their coverage

To learn more about the study, please click here.