Words as medicine: Creating a healthier tomorrow through literacy

The U.S. Department of Health and Human Services defines personal health literacy as “the degree to which individuals have the capacity to obtain, process and understand basic health information services needed to make appropriate health decisions.” 

With the wealth of knowledge available today, you might expect that technology has made it easier for people to understand their health information. Surprisingly, this isn’t the case. Health information often contains complex medical terms, and if you have low health literacy, technology cannot always help simplify this language effectively. Moreover, some people may lack the digital skills to use health-related technology on mobile apps and online portals. Sadly, nearly 9 out of 10 adults have difficulty understanding and using personal and public health information. It’s worth noting that this isn’t caused simply by a digital divide – 71% of adults age 60+ have difficulty using print materials, and 80% have difficulty using documents such as forms and charts. 

The role of literacy in total health

Misunderstanding health care information can lead to negative effects that can impact other aspects of your life. One study shows that low health literacy is linked to worse overall health status, more medication dosing errors, more emergency room visits, more hospitalizations and higher death rates. A lack of health literacy also contributes to health disparities in certain communities. This is particularly important for older adults, as understanding and receiving proper care can be lifesaving. 

Health literacy serves as an opportunity to empower older adults to take charge of their health. During my 20+ years serving the Medicare population, I’ve observed how health literacy can help individuals advocate for their wellbeing, understand preventive measures and seek care when needed. I’ve also seen the potential it has to decrease health disparities, making health care more accessible to all.

The key to making a meaningful positive impact begins with education and providing individuals with the right tools. There are a number of great resources that can help improve health literacy among older adults and empower them to manage their health effectively. 

Customized client education

As brokers and benefits consultants, you play a critical role in guiding your clients to the right plan for them and their health needs. When it comes to improving health literacy, it’s important for everyone involved in the process to work together. That includes health plan organizations, brokers, benefits consultants and beyond. By collaborating, we can ensure that our mutual clients have a clear understanding of their health benefits and feel comfortable with managing their conditions or asking informed questions of their providers. 

One way to work together is to provide written materials in simple language that clients and employees can refer back to during their care. This is especially important for older adults who may have multiple health concerns or medical conditions. Clear and specific written notes or printed handouts can help them review important information about their health benefits and other key points from consultations at a later time. 

Another way we can collaborate is to host workshops and seminars. These events can educate people about their health care plans and available resources, enabling them to navigate the system more effectively. By working together, we can help make sure they understand their benefits and how to access the care and services they need. 

Simplified health plan guides

Brokers and benefits consultants can play a role in increasing people’s access to resources and empowering Medicare-eligible individuals and their loved ones to navigate the process of choosing a plan with confidence.

For older adults, the Medicare Annual Enrollment Period (October 15 through December 7) is a key moment in time. As trusted resources for this group, you can support adults aged 65+ and people living with certain disabilities in enrolling in a Medicare plan. 

For older adults and their loved ones, understanding their options during this period can ensure they make informed and educated decisions and find a health plan that fits their unique needs and wants. Unfortunately, 68% of Medicare Advantage members say certain details of their plan have caused confusion. 

To help overcome this issue, you can refer clients to guides that explain how to find a health plan that fits a person’s needs, define common terms in a simple way, and provide additional guidance and support. 

Beyond individual tools

Health literacy isn’t just for individuals to figure out, whether it’s on their own or with the help of brokers and consultants. Organizations also share the responsibility of improving their websites and other materials that individuals may use as resources to understand their health care. 

The degree to which organizations help people “find, understand, and use information and services to inform health-related decisions and actions for themselves and others” is called organizational health literacy. Aetna, for example, is committed to simplifying language and helping members understand their benefits. Through our We Speak Human initiative, we’ve created user-friendly benefit guides, member videos and more to make this possible. Efforts such as these can ensure people have the tools and resources necessary. 

Health Literacy Online is an excellent example of the resources available to assist organizations in creating digital tools that patients can rely on for useful information.

Moreover, health care providers can contribute by continuously educating themselves on best practices to ensure patients understand their health information. The Institute for Healthcare Improvement provides resources, such as this guide highlighting eight ways to improve health literacy and tips to help providers better communicate with their patients.  

Overall, it’s important to keep in mind that improving health literacy requires collaboration across the full health ecosystem, bringing together health plan organizations, providers, brokers, benefits consultants and more in a consolidated effort to help individuals navigate health care. By leveraging existing resources, we can work together to foster and promote health literacy and create a brighter future for health care professionals and patients alike.

Terri Swanson  is the president of Medicare for Aetna, a CVS Health company.