Alternate Formats

Accessibility built into every format

Critical healthcare information needs to be accessible to the people who receive it. CQ Fluency helps health plans deliver member communications in alternate formats while managing growing regulatory and operational demands.

What happens when one communication needs five formats?

WHY IT MATTERS

Accessibility demands more from health plans

New digital accessibility standards

Under the HHS Section 504 rule, covered web content and mobile apps must meet WCAG 2.1 AA standards. With a May 2027 compliance deadline approaching for larger covered organizations, health plans need to assess the accessibility of their digital communications.

Standing requests create ongoing obligations

CMS requires Medicare Advantage plans to provide applicable materials in accessible formats on a standing basis when members request them or the plan otherwise learns of their needs. That means managing format preferences across future communications, not just fulfilling individual requests.

Growing demand adds complexity

As alternate-format needs grow, health plans must manage multiple versions of member communications while maintaining accuracy and meeting delivery deadlines. That can add significant work to already complex production processes.

What does accessibility look like in practice?

Accessible by design. Built for compliance.

From large print and braille to accessible PDFs and audio, we help healthcare organizations deliver critical information in formats that meet accessibility needs and support regulatory requirements.

Braille

Member communications produced in braille for people who rely on this format to access written information.

Large print

Member materials reformatted with larger text and adjusted layouts for people with low vision.

Audio

Audio versions of written communications for members who need information in a spoken format.

Accessible PDFs

Digital documents formatted to support accessibility requirements and use with assistive technologies.

ASL video

American Sign Language video versions of important member communications for people who use ASL.

BUILT TO SUPPORT

WCAG 2.1 AA

Section 504

Section 1557

CMS alternate-format requirements

WCAG 2.1 AA

Section 504

Section 1557

CMS alternate-format requirements

where we help

Accessible formats for the communications that matter

enrollment and benefits regulatory notices ongoing communications
enrollment and benefits

Enrollment materials

regulatory notices

Appeals and grievances letters

ongoing communications

Recurring member letters

enrollment and benefits

Benefits information

regulatory notices

Coverage determinations

ongoing communications

Standing formatting requests

enrollment and benefits

Member education

regulatory notices

Required notices

ongoing communications

Care management communications

Communication only works when people can access it

Alternate formats make essential healthcare information available to members who need it in a different format, helping health plans meet accessibility needs and fulfill their communication responsibilities.

Language access in real time

When communication happens live, interpreting helps people connect across languages.

Explore interpreting

Start a conversation

Tell us what you’re working on and which alternate formats you need. We’ll help you find the right solution.

Talk with our team