Revising HMO Regulations

California has the strongest patient protection laws in the nation, but patients' rights are often explained in complex language, laden with legal terminology. This complex language is included, by law, in many patient communications, such as denial letters and the Evidence of Coverage.

HRA worked with state agencies to usability test and revise patients' rights explanations in plain language, using best practices in health literacy and health communication.

As a result of this project and our plain language recommendations, California proposed legislation to authorize revisions to the Knox-Keene California Health Care Service Plan Act of 1975.