The Development of a Health Literacy Assessment Tool for Health Plans

Abstract

Despite growing information on the magnitude and consequences of low health literacy, there is little information about the role health plans are playing and the activities they undertake to address this problem. Our goal was to develop a health literacy organizational assessment tool for health plans that could be used as a benchmark and encourage further work. The existing tool consists of six evaluation areas: (1) information for members/navigation; (2) member services/communication; (3) web navigation; (4) forms; (5) nurse call line; and (6) nurse case/disease management. During May and June, 2009, a pilot was conducted with eight diverse health plans, including national, regional, and local plans serving commercial, Medicare, and/or Medicaid members. After incorporating feedback from the pilot, the full assessment was launched in June 2009. Feedback from the participating plans has been very positive about using this tool as a benchmark and using the results to help strengthen health literacy efforts within their health plans. The variety of health plans that have utilized this assessment tool suggests that widespread use is possible. Evaluation of health literacy efforts using this comprehensive tool can help bring attention to areas in need of improvement and help plans better engage consumers in their own health.

We would like to thank the health insurance plan professionals who enthusiastically participated in the activities resulting in the final development of the health literacy assessment tool.