10 Ways Health Plans and Health Care Organizations can Bridge the Digital Divide

The Ohio State University published a study in November 2022 that proved internet access wasn’t the primary barrier to health plans and health care organizations connecting with consumers – specifically organized groups – it was health literacy and language access.

How do we break down the digital divide and support digital health equity? 

Internet access

Access is the baseline that ensures information equality. There has been lots of investment here, particularly emanating from the pandemic, and today about 92% of families across the country have reliable internet access.

Device access

Access to the internet is meaningless without a device. In many lower-income households, mobile phones are the only device available.

Digital accessibility

Regardless of socioeconomic status, most individuals use their mobile devices as a primary access point for the internet. Yet a huge percentage of websites and web forms are not optimized for mobile. If a user has to use their fingers anywhere on your site to enlarge text, you are DOING IT WRONG.

Plain language

The surest way to get someone not to read something is to make it too complicated. Ditch the acronyms and jargon, don’t talk about yourself, and make information easily digestible and understandable.

Translations

Lost in Translation is a 2003 movie starring Scarlett Johanssen. It is not what should happen when an ESL individual visits your website to manage their health. Google Translate is not ok.

Engaging content

We know by now that people like to consume information in short form, and video is by far the most preferred format. Don’t write 500 words when a 20-second video will do the job. It’s too complex you say? Make it simple.

Relatable content

If your target audience is a specific demographic, your content should be culturally relevant. Words, images, and representation matter.

Consistent

Consumers should receive the exact same information and resources regardless of the door they choose to enter. If three departments use three different types of resources and materials about the same thing, confusion will ensue.

Person-centered

Content should be individualized to unique behaviors and actions to ensure it is respectful, empowering, engaging, and relatable. Take your cues from the consumer – their feedback and their behaviors.

Vetted

Consumers know themselves better than you do. Test your content with your consumer advisory board. Don’t have one? Let’s talk.