Form CMS-10437.GenIC#19 CMS-10437.GenIC#19. HIM pre-group workbook insured

HEALTHCARE, HEALTH COVERAGE

&

THE HEALTH INSURANCE MARKETPLACE

DISCOVERY WORKBOOK

NAME ________________________________

CITY _________________________________

GROUP DATE _________________________

GROUP TIME _________________________

PRA Disclosure Statement

According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless it displays a valid OMB control number.  The valid OMB control number for this information collection is 0938-1247.  The time required to complete this information collection is estimated to average 60 minutes, including the time to review instructions, search existing data resources, gather the data needed, and complete and review the information collection.  If you have comments concerning the accuracy of the time estimate(s) or suggestions for improving this form, please write to: CMS, 7500 Security Boulevard, Attn: PRA Reports Clearance Officer, Mail Stop C4-26-05, Baltimore, Maryland 21244-1850.  Please do not send applications, claims, payments, medical records or any documents containing sensitive information to the PRA Reports Clearance Office. Please note that any correspondence not pertaining to the information collection burden approved under the associated OMB control number listed on this form will not be reviewed, forwarded, or retained. If you have questions or concerns regarding where to submit your documents, please contact Clarese Astrin at [email protected] or 410-786-5424.

INSTRUCTIONS

We’re interested in what you think, feel, and your experiences, if any, with looking at health insurance options through the Health Insurance Marketplace and/or at HealthCare.gov.

• It will take you about an hour to complete this workbook. Please answer every question. Please don’t forget to bring the completed workbook to your session in order to participate.

SECTION I: MY HEALTH AND MY HEALTHCARE

1. [PG3] In general, how important are online resources and websites, when it comes to health and healthcare information? (Circle your response)

1 2 3 4 5

Not at all Very

Important Important

2. [MTG4] What devices do you use to get health and healthcare information? Which of those do you use most often (please check only one answer)?

Device	Use (Check all that apply)	Use Most Often (Check only one)
Mobile phone
Desktop computer
Laptop computer
Mobile tablet
Other: ___________________________
Other: ___________________________

3. [MTG3] Do you have a favorite health or healthcare related app or an app that you use most often? (Please record below)

________________________________________________________________________

[MTG3] Why is this your favorite app (or the app you use most often)? _____________________

________________________________________________________________________

SECTION II: HEALTH INSURANCE

1. [PE13A] List the words or phrases that best describe how I feel about health insurance:

___________________________	_________________________
___________________________	_________________________

2. [PE8] How important is having health insurance for you? (Please circle your response)

1 2 3 4 5

Not at all Very

Important Important

[ACT2B] What are the 2-3 main reasons that you rated it as you did?

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

These next few questions are about your health insurance.

When we talk about your health insurance, we are referring to the health insurance that you purchased from the Health Insurance Marketplace, either online at healthcare.gov, through a broker/agent/assistor, by calling the toll-free Marketplace Call Center phone number, through a certified enrollment partner’s website, or by mailing in a paper application.

1. [ATG2] The best thing about my health insurance is
   

______________________________________________________________________

______________________________________________________________________

2. [ATG3] The worst thing about my health insurance is

______________________________________________________________________

______________________________________________________________________

3. [G1] What company provides your health insurance?

______________________________________________________________________

4. [ISG1] Overall, how satisfied or dissatisfied are you with your current health insurance? (Circle one)

1 2 3 4 5

Very Very

Dissatisfied Satisfied

[ACT2B] Why did you rate it this way? _______________________________________________

_______________________________________________________________________

_______________________________________________________________________

SECTION III: SHOPPING FOR HEALTH INSURANCE

This section asks for information about the process you went through and the steps you took when you shopped for and ultimately purchased your Marketplace health insurance plan.

1. [ISG1] When some people decide to purchase health insurance from the Marketplace, sometimes it is because one specific event or situation has occurred. Other people just decide it is time to get insurance, and they are unable to identify a particular event or situation that promoted them to do so.

Please think back to the beginning when you decided to start looking at health insurance through the Health Insurance Marketplace. Did a specific event or situation motivate you to begin shopping for health insurance?

Yes No

If yes, what was it?

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

2. [ISG1] Now we would like you to think about your various steps and sources of information (for example, websites you went to, people you talked to, etc.) when you shopped for and purchased your health insurance. Please include all the steps you went through, from start to finish, including:

• Initial research or information gathering

• Identifying, considering, and evaluating plan options

• Deciding on a specific health insurance plan

• Ultimately purchasing a plan

Step #1	_____________________________________________________
Step #2	_____________________________________________________
Step #3	_____________________________________________________
Step #4	_____________________________________________________
Step #5	_____________________________________________________
Etc.	_____________________________________________________
	_____________________________________________________
	_____________________________________________________
	_____________________________________________________
	_____________________________________________________

3. [DMG3] Did anyone help you look for, select, or purchase your insurance? If so, who helped and how did they help you? If more than one person helped, who helped you the most?

_______________________________________________________________________

_______________________________________________________________________

3. [AW2C] Having been through the shopping process, what would you do differently next time you look for health insurance?

_______________________________________________________________________

SECTION IV: THE HEALTH INSURANCE MARKETPLACE

1. [ING8] There are several different ways to purchase Marketplace health insurance. How did you purchase your Marketplace health insurance: (check one response)

Online at Healthcare.gov _____

By calling the Marketplace Call Center phone number _____

Through an agent, broker, or assistor _____

Through a certified enrollment partner web site _____

By mailing in a paper application _____

2. [G1] In general, what three words would you use to describe your experience with the Health Insurance Marketplace as you shopped for and purchased your Marketplace insurance:

__________________, ___________________, and ____________________ because ________________________________________________________________________________________________________________________________________________________________________________________________________________________

2. [K3D] Overall, how would you rate how easy or difficult it was to shop for and purchase your health insurance through the Health Insurance Marketplace? (Please note that we are NOT asking how satisfied you are with your insurance itself.) (Circle your response)

1 2 3 4 5

Very Very

Difficult Easy

[ACT2B] I rated it this way because: __________________________________________________

________________________________________________________________________

________________________________________________________________________

SECTION V: HEALTHCARE.GOV WEBSITE

1. [ISG2] Have you ever been to the Health Insurance Marketplace website - www.HealthCare.gov website - before?

Yes _____ No _____ (skip to Question 2)

[BG5] When was the last time you went to HealthCare.gov?

_________________________________________________________________

2. [PG5] What do or did you expect using the HealthCare.gov website would be like. Thinking about the reasons you have visited or might visit the site, and what happens or would happen when you go to the HealthCare.gov website.

a. What words describe what you expect to find at to the HealthCare.gov website: _____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

3. You will need to go to the HealthCare.gov website on your computer, tablet, or smartphone to answer the next set of questions. This section will focus on one specific section of the website.

To answer the next set of questions, please follow these instructions:

• Go to https://www.healthcare.gov/see-plans/, the page titled “See plans and prices.”

• While there, please “window-shop” for plans and try and identify the health plan that would work best for you from the health plans listed.

• Then answer the questions on the following two pages about your experience.

A couple of very important notes about this task:

• You should not establish a healthcare.gov personal account or log into your healthcare.gov account, if you already have one. You do not need to do this to see plan options in your area. We do not want you to actually select or make any changes to your account or plan.

• You don’t need to spend more than 20-30 minutes looking at available plans for this question (unless you want to).

• If you don’t have internet access at home, you may want to use a public library computer.

3a) [PE4] From the options you see, which health plan do you think would best meet your needs?

Plan name: _______________________________________________________

[PE4] What are the two or three you think reasons that this plan would best meet your needs?

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

3b) [ATG5] How did you feel as you were exploring this section of the website and looking for the plan that would work best for you?

__________________________ ____________________________

__________________________ ____________________________

3c) [G1] Did you encounter any problems or issues as you looked at plans and tried to decide which one would hypothetically be best for you? Was anything confusing or unclear? Please describe below.

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

2. Now that you’ve finished shopping for health plans, please answer the following questions.

• [PE12] What were your overall reactions to the “See plans and prices” section of the website - https://www.healthcare.gov/see-plans/

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

• [BG5] How would you describe the “See plans and prices” section of www.HealthCare.gov:

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

• [K1] How did the experience of using the “See plans and prices” section of www.HealthCare.gov this time compare to your expectations and/or past experiences with the website?

__________________________________________________________________

________________________________________________________________­­­__

• [K1]Did anything about the experience surprise you? If so, please explain.

__________________________________________________________________

__________________________________________________________________

• [PG5] The best thing(s) about the “See plans and prices” section of website is:

__________________________________________________________________

• [ATG2] The worst thing(s) about the “See plans and prices” section of website is:

__________________________________________________________________

________________________________________________________________­­­__

5. [PR5A] What could be changed to improve the website and make your overall experience using www.HealthCare.gov and shopping for health plans on it better. Be as specific as you can.

Think about things such as how the website looks, the information it contains, how it is organized, the ease of finding information, and the “tools” or search functions it contains, etc. You can also feel free to suggest new types of tools, capabilities, or information that you wish it included.

1. ________________________________________________________________

________________________________________________________________

2. ________________________________________________________________

________________________________________________________________

3. ________________________________________________________________

________________________________________________________________

4. ________________________________________________________________

________________________________________________________________

5. ________________________________________________________________

________________________________________________________________

19