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Readability:Part of Accessibility, Understandability and
Actionability
Steven Rush, Director of Health Literacy Innovationsand
Joy Higa, Vice President, Regulatory Affairs
National Association of Insurance Commissioners
Seattle, Washington
August, 2010
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Health Literacy Framework
Parker 2009
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Health Literacy
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Insurance certificates often require college-level reading skills. Consent forms and medical histories assume extensive knowledge of medical diseases and scientific procedures.
What role do health care companies play?
Health care companies unintentionally expect too much…
Health care and insurance terminology is difficult to understand.
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What is UnitedHealth Group doing?
Becoming a better communicator by providing consumers with health and wellness information that is:
1. Accessible
2. Understandable
3. Actionable
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The Bluebook- A definitive guide for creating written communications using plain language and appropriate design principles.
What is UnitedHealth Group doing?
67 guidelines-
□ Simplification of design
□ Organization of messages
□ Elimination of industry terminology
□ Specific focus on action
□ Plain Language
□ Use of icons and more…..
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Differences between skilled and unskilled readers
Skilled Readers Unskilled Readers Managing the ProblemsInterpret meaning Take words literally Explain the meaningRead with fluency Read rapidly, miss meaning Use common words, examples
Get help for uncommon word Skip over the word Use examples, reviewGrasp the context Miss the context Tell context first, use visualsPersistent reader Tire quickly Short segments, easy layout
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More than a reading level
Involve Consumer
White Space
Conversational Tone
Simple Sentences
Educate Consumer
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Show Me Guide: Medicare Made Clear
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Medicare Made Clear: Part A Coverage Examples
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Readability
A Part of Accessibility, Understandability and Actionability
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Thank you
Steven R. Rush, 952-931-5975, [email protected]
Joy Higa, 714-226-3466, [email protected]
