Health literacy 101: Take control of your care.

October is Health Literacy Month, a time dedicated to recognizing the importance of making health information easy to understand and accessible for everyone. At the heart of this effort, Mass General Brigham Health Plan is empowering our members with tools and resources that help them make informed decisions about their health.

Health literacy refers to the ability of individuals to effectively engage with health information and services. Personal health literacy is the degree to which individuals can find, understand, and use health information and services to make informed decisions and take appropriate actions for themselves and others.

Health literacy aids help members understand how to navigate the healthcare system, ask the right questions, and take control of personal wellness. Low health literacy is one of the biggest barriers to achieving health equity. According to a 2022 study, “Patients with inadequate or marginal health literacy scores are more likely to revisit the emergency room within 90 days following their discharge from the hospital.” It can lead to missed diagnoses, higher emergency room use, and poorer health outcomes, especially in historically underserved communities.

To help members navigate their care and make informed decisions, Mass General Brigham Health Plan offers the following tools and support:

Member resources center

New and returning members will find a wealth of information in the member resource center. Highlights include:

• New member online transition center with tips and frequently asked questions (FAQs)
• Digital health library with interactive symptom checkers to support better health decisions
• Links to community resources and social services

Member Portal and app

With the Member Portal and mobile app, members can access important plan information from a computer or smartphone. Members can also:

• Track cost sharing and claims
• Use a cost estimator and comparison tool for key services, featuring ways to save on care
• Search for providers and hospitals
• Access a digital copy of their ID card

Educational videos and blogs

Our growing member video library features short, engaging clips that simplify health insurance topics like commonly used terms, types of insurance plans, and the difference between preventive and diagnostic services. Visual learning can make information easier to absorb and more likely to stick. Browse our videos in English and Spanish here.

The Health Column (where you’re reading this article), features an assortment of blogs on health insurance and wellness care topics. These resources are available to anyone, and individuals can subscribe to the blog by entering their email address in the “Get notified when we post” field.

24/7 nurse advice line

Members can call the customer service number on the back of their member ID card to contact a Registered Nurse 24/7 to get nursing advice on any subject. There’s no limit on calls and members can contact them as often as needed. Nurses speak English and Spanish, and translation services are available for other languages.

Language assistance and customer support

If members need help and speak a language other than English, they can call 800-462-5449 (TTY 711) to be connected to an interpreter at no cost to them. Available languages can be found here.

For questions about coverage, members can call the number on the back of their Member ID card, email HealthplanCustomerService-Members@mgb.org, or go to the Member Portal to start a live chat with a Customer Service team member. The team is available Monday through Friday, from 8 a.m. to 6 p.m. and 8 a.m. to 8 p.m. on Thursdays.

With these resources, we hope to create a community where every member has the knowledge and support they need to thrive. Interested in improving your health literacy? Check out why health literacy matters, and how to strengthen your own.