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Families USA Producing Great Materials for Consumers about Health Care Choices and Their Rights Francesca Mueller Policy Researcher Community Service Society.

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Presentation on theme: "Families USA Producing Great Materials for Consumers about Health Care Choices and Their Rights Francesca Mueller Policy Researcher Community Service Society."— Presentation transcript:

1 Families USA Producing Great Materials for Consumers about Health Care Choices and Their Rights Francesca Mueller Policy Researcher Community Service Society of New York Managed Care Consumer Assistance Program (NYC MCCAP) 28 January 2006

2 The preparation: Do your homework Know the vocabulary Know the vocabulary Know the context Know the context Know the issue Know the issue How does it manifest in the target community? How does it manifest in the target community?

3 The Audience Limited English proficient patients who- Limited English proficient patients who- May not be familiar with the US health care system May not be familiar with the US health care system Are confused by health plan lingo and where to find information that is reliable Are confused by health plan lingo and where to find information that is reliable May be used to a different approach to health, disease (cultural awareness) May be used to a different approach to health, disease (cultural awareness)

4 The Information Sometimes the big picture is too much Sometimes the big picture is too much Think: What pieces of information are critical for the patient to know? Think: What pieces of information are critical for the patient to know? Present information in a conceptual manner that the audience can relate to Present information in a conceptual manner that the audience can relate to Keep it simple, explain the basics Keep it simple, explain the basics If a concept is confusing, break it down into smaller, simpler pieces (steps) If a concept is confusing, break it down into smaller, simpler pieces (steps)

5 The message Too many words on a page can be overwhelming- balance white space and text Too many words on a page can be overwhelming- balance white space and text Fancy fonts, italics- although they can be visually pleasing, do not add to the content Fancy fonts, italics- although they can be visually pleasing, do not add to the content If you must, BOLD face key concepts and terms If you must, BOLD face key concepts and terms When at all possible- give ACTION directed information When at all possible- give ACTION directed information Eliminate unnecessary words Eliminate unnecessary words

6 Summary When writing materials- always think: When writing materials- always think: Who is my audience Who is my audience What is my message What is my message What do you want the audience to DO? What do you want the audience to DO? What information is absolutely essential What information is absolutely essential Give actions, not suggestions Give actions, not suggestions Keep it simple Keep it simple Test your assumptions/message Test your assumptions/message

7 Additional Information: Community Service Society (CSS) CSS Mission CSS Mission Community Service Society is an independent, non-profit organization that for more than 150 years has provided innovative solutions to help New Yorkers in need defeat the problems of poverty and strengthen community life for all Community Service Society is an independent, non-profit organization that for more than 150 years has provided innovative solutions to help New Yorkers in need defeat the problems of poverty and strengthen community life for all

8 Additional Information- New York City Managed Care Consumer Assistance Program (NYC MCCAP) NYC MCCAP Approach NYC MCCAP Approach Utilize a decentralized model to diversify the geographic reach and ethnic mix of the program and to target vulnerable communities Utilize a decentralized model to diversify the geographic reach and ethnic mix of the program and to target vulnerable communities Offer culturally and linguistically appropriate services Offer culturally and linguistically appropriate services Build capacity in 29 community based organizations to provide health advocacy services Build capacity in 29 community based organizations to provide health advocacy services Create a trusted resource in 29 local community organizations Create a trusted resource in 29 local community organizations


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