Improving Value

Office of the Consumer Advocate

While most states offer some form of assistance to help consumers navigate the health coverage landscape, efforts are often fragmented, with different resources available to consumers depending on their coverage type. Lack of a one-stop-shop can make finding help difficult – many consumers are unaware that help exists or don’t know how to access it.

A handful of few states have taken a more comprehensive approach. State-established consumer advocacy offices simplify the equation by providing assistance to all healthcare consumers, regardless of coverage type. Moreover, they can provide indirect help to consumers by keeping legislators and regulators apprised of the types of problems consumers encounter and by advocating for better policies to prevent problems from happening. This research brief profiles high-performing consumer advocacy offices and offers best practices for states looking to increase protections and strengthen representation for consumers.

State Healthcare Consumer Advocacy offices are a core component of state accountability for healthcare and key part of a systematic approach to healthcare value.