The consumer enrollment experience is being examined as California develops its Health Benefit Exchange and expands the ways people apply for health coverage. Understanding the consumer’s point of view is one piece of the system improvement puzzle.

This project documented the experiences and preferences of low-income, uninsured Californians as they applied for Medi-Cal and Healthy Families. Researchers surveyed 106 applicants in Alameda, Fresno, Humboldt, and Los Angeles Counties. Overall, these applicants value straightforward processes and clear answers. They are unsure about their ability to enroll successfully, hesitant to ask questions, sensitive to poor service, and appreciative of enrollment options. Highlights from the findings include:

Forty-four consumers surveyed applied in person at county social services offices.

• The initial experience was uncomfortable and frustrating for many, with long waits and a lack of clear information.
• Some Spanish speakers faced language barriers.
• Most appreciated one-on-one time with the eligibility worker and clarity on next steps.

Twenty-one consumers surveyed applied online.

• None were previously aware of online enrollment options.
• Most appreciated the convenience and the ability to enroll in additional public programs.
• Those who rarely use the Internet struggled with the process.
• Some were concerned about the security of their information.

The full report is available under Document Downloads.