Recommendation:  Create a personalized, one-stop, regional health information and referral center that will connect consumers to existing resources and services and empower them to demand high quality, affordable health care.

What we heard:

There is no single place consumers can go for information on the availability, cost and quality of health care services in our region.

What we’ve done to date to advance this recommendation:

• Researched promising programs and practices in our region and across the country

• Met with a variety of local stakeholders to explore opportunities for partnership

• Hosted focus groups in March 2007 with frontline workers from local consumer groups, churches and social service agencies. Read our report on the findings.

• Provided a grant to the National Health Law Program in September 2007 to replicate its Health Consumer Alliance program in the Metropolitan Washington DC region. The first step will be to develop resource materials on ten key topics that will help consumers navigate the health care system and understand their rights and responsibilities as they seek care. The materials will also be translated into 12 different languages.

What we’ve learned:

First and foremost, consumers rely on their family and friends for information about existing health care services. They also turn to frontline workers from community-based organizations, churches or government agencies to help them access the services they need. 

Unfortunately, many family members and frontline workers lack basic resources and tools that could be used to help consumers navigate the health care system.  A number of resource books, directories, lists and brochures have been developed to provide information on available services and programs in our region, but most are focused on a single jurisdiction and lack important, detailed information that can ensure a successful referral happens on the first try. There are also very few resources that can be used to inform consumers of their rights and responsibilities in seeking care. Those that do exist are not available in multiple languages or appropriate for consumers with low literacy.

Next steps:

In early 2008, the National Health Law Program will begin engaging consumers, frontline workers and advocates from around the region. They will work with our community to identify existing resource materials and to identify the most important topics to be covered by the brochures. Based on this information, they will develop resource materials that will be translated into 12 languages.

Resources, model programs and practices:

Health Consumer Alliance, a resource to help people obtain essential health care in California

Ask Me 3, a simple strategy for communicating with health professionals and understanding your health