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Digital Health Literacy

Helping Members Navigate Telehealth, Wearables, and Online Portals

The healthcare landscape is evolving rapidly, and digital tools like telehealth, patient portals, and wearable devices are becoming essential for managing health. But not everyone is comfortable using technology to access care. Many people struggle with logging into online portals, scheduling virtual appointments, or understanding the data from wearable health trackers.

This is where digital health literacy comes in. Simply put, digital health literacy is the ability to find, understand, and use online health information and technology to make informed decisions. For health plans, ensuring members have the skills and confidence to use these tools can improve health outcomes, reduce costs, and enhance the overall patient experience (American Society of Clinical Oncology – Digital Health Literacy).

Why Digital Health Literacy Matters

Digital healthcare tools have many benefits, but if members don’t know how to use them, they won’t get the full advantages. Studies show that individuals with low digital health literacy are less likely to engage in preventive healthcare and are more likely to experience poorer health outcomes (PLOS Digital Health – The Role of Digital Literacy in Healthcare).

Common challenges include:

A lack of digital health literacy can lead to frustration, missed medical care, and even worse health outcomes.

How Payers Can Help Bridge the Digital Divide

Health plans and payers play a critical role in improving digital health literacy among members. Here’s how they can help:

Many members need clear, easy-to-follow instructions to use digital health tools. Payers can provide:

  • How-to guides and video tutorials on scheduling a telehealth appointment, navigating patient portals, and using wearable devices.

  • One-on-one support via phone or chat to help troubleshoot technical issues.

  • Workshops and webinars to demonstrate how digital tools work in real life (Digital Health Literacy and Engagement – Challenges and Strategies).

Not all members have the same level of experience with technology. To make digital tools more user-friendly, payers can:

  • Simplify language on websites and apps, avoiding medical jargon.

  • Ensure mobile-friendliness, since many people rely on smartphones rather than computers.

  • Provide multilingual support to serve diverse populations (Heliyon – Digital Health Technologies and Literacy).

Community organizations, libraries, and senior centers often provide digital literacy programs. Payers can collaborate with these groups to offer free training on digital health tools (PLOS Digital Health – The Role of Digital Literacy in Healthcare).

Different members have different needs. Some may prefer written guides, while others learn better through videos or interactive sessions. By offering multiple learning formats, payers can ensure members receive the support that works best for them (American Society of Clinical Oncology – Digital Health Literacy).

The Bottom Line

Digital healthcare tools have the potential to make accessing care easier and more convenient—but only if members know how to use them. By investing in digital health literacy initiatives, payers can empower their members to take control of their health, leading to better outcomes and a more efficient healthcare system.

Helping members feel confident with telehealth, online portals, and wearable devices isn’t just about technology—it’s about ensuring everyone has the opportunity to receive the care they need, when they need it.

References

  1. American Society of Clinical Oncology – Digital Health Literacy

  2. Digital Health Literacy and Engagement – Challenges and Strategies

  3. PLOS Digital Health – The Role of Digital Literacy in Healthcare

  4. Heliyon – Digital Health Technologies and Literacy

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