Presentation of the Final Report from the Center for Health Literacy
COMMUNICATION BETWEEN HCPF AND MEDICAID CLIENTS
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01:37 PM -- Presentation of the Final Report from the Center for Health Literacy
Chris Underwood, Director of the Health Information Office at the Department of Health Care Policy and Financing (HCPF) came to the table with Marivel Klueckman, Eligibility Division Director at HCPF, Rachel Reiter, External Relations Division Director at HCPF, and Kevin Patterson, Executive Director of Connect for Health Colorado. HCPF provided a copy of their presentation to the committee (Attachment A). Mr. Underwood gave introductory remarks about the final report of the Center for Health Literacy and Ms. Klueckman began her presentation. She discussed stakeholders in the process for reviewing Medicaid notices and how HCPF focused its review on four main types of eligibility correspondence. Representative Primavera asked about other types of letters beyond the four main letters and about the accuracy of notices. Ms. Klueckman discussed the accuracy of letters and various causes for actual or perceived inaccuracies. Ms. Klueckman highlighted the research phases for the plain language initiative. Ms. Reiter presented the findings of the Center for Health Literacy report, including findings from other states. She stated that no single state can claim to be the gold standard for noticing, but that there are lessons that can be learned, both good and bad, from other states. She described the usability testing conducted and revisions to the notices based on feedback. Ms. Reiter outlined key findings such as that bold headers were useful and that readers appreciated having a single combined notice for multiple agencies. She described challenges concerning health insurance literacy, use of acronyms, and the length of the notice.
Ms. Reiter presented a copy of a revised letter and several recommendations for improving the notice of action sent to Medicaid clients. These recommendations touched on items such as the use of the state seal, a visible date, a personal greeting, and the consistent location of case number and letter topic. She stated that grouping eligibility by person, rather than by program, improved understanding. She presented several documents to the committee, including the client correspondence research findings (Attachment B) and the appendix of original and revised notices (Attachment C). Senator Lundberg asked about the 11 page "short" notice and why it was that length. Representative Landgraf asked about the information included in the letter and the examples in the handout. Ms. Reiter described the types of letters in the appendix, the progress of the revisions, and the final versions of the letters.
160802 AttachB.pdf160802 AttachC.pdf
Mr. Patterson from Connect for Health Colorado began his presentation and highlighted the various types of information and communications provided by Connect for Health Colorado. He discussed the need for health insurance literacy and the organization's efforts to promote understanding of these issues. He described his organization's use of YouTube videos and social media to inform consumers. He discussed communications with persons who are eligible, but not enrolled, with a health plan through Connect for Health Colorado. Representative Landgraf asked about information provided to consumers about Medicaid enrollment and Mr. Patterson responded to this question. Representative Primavera asked about the definition of "APTC" and the statutory citations in the letter. Ms. Reiter answered that it was "advanced premium tax credit" and provided other information on the topic. Representative Primavera asked about the use of the state seal and the change of the Medicaid program name. Mr. Underwood responded by discussing the use of the different types of logos. Ms. Reiter stated that the transition to the new name for Medicaid was funded through a grant from the Colorado Health Foundation. She stated that counties will transition to the new name as part of the normal course of business as existing materials are used up. Senator Lundberg expressed surprise about the name change and stated that maybe the legislature should step in to give more direction about this issue. He ask about the rationale for the change. Mr. Underwood and Ms. Reiter discussed the reasons for the change, including consumer confusion with the federal Medicare program. Senator Lunderg asked who had the authority to make the change and Mr. Underwood responded that it was the executive team at HCPF. Representative Primavera also expressed concern about lack of involvement of the legislature. Representative Landgraf ask why "Health First Colorado" was selected. Ms. Reiter described the focus group testing used to select the name. Representative Danielson asked about the status of the transition. Ms. Reiter stated that it will be unveiled over time as material is exhausted and that a website featuring the new name is now active. Further discussion of the new branding ensued.