The Issue of Long-Term Care Insurance Service 'Contracts' Being Too Burdensome for Users
When starting long-term care insurance services,
the contract procedure is something that must be done.
Contracts, explanations of important matters, consent forms for personal information, etc.,
before you know it, you are surrounded by many documents.
Each individual document has
underlying laws such as the Long-Term Care Insurance Act,
and the content is almost identical.
Nevertheless,
for your own facility, for other facilities, etc.,
similar explanations appear over and over again.
Moreover, the text is
・Full of legal jargon
・In small print
・Very lengthy
To be honest,
even for us on the explaining side,
it is content that we feel is difficult to have someone read and understand completely.
The 'first contract' while in an unsettled state
Furthermore, the problem is
the timing of the contract.
Immediately after the need for long-term care arises,
neither the individual nor their family is in a calm state of mind.
・Before or after hospitalization or discharge
・A time when life changes significantly
・Amidst uncertainty about the future
In such a state,
the very act of entering into a contract for the first time,
I believe, is quite a significant burden.
Even when explained,
it is not uncommon to see expressions that suggest,
“I think I understand, but I’m not sure.”
Are contracts meant to be 'read'?
Contracts are, by nature,
documents intended to provide a legal basis.
But now,
they also serve as 'materials for understanding.'
I feel that there is an inherent strain in this.
Because we try to explain everything through the contract,
it becomes difficult to understand and burdensome.
The concept of separating 'common parts' from 'individual parts'
That is why I think.
For nursing care insurance services,
regarding matters that are determined nationwide,
• Illustrations
• Diagrams
• Short phrases
could we not use these to organize a common explanatory document?
For example,
what can and cannot be done with the service,
how money is handled,
the procedure for emergencies,
these basic parts,
do not change significantly from one provider to another.
On the other hand,
rules specific to each provider,
unique initiatives,
methods of contact,
these individual parts,
should be expressed clearly through the ingenuity of each facility.
I believe this would be a better approach.
Instead of 'explaining everything in one document',
by separating the roles,
I think it would become easier to understand.
An era where 'explaining verbally' is not enough
We are providing explanations.
We are also handing over documents.
Even so,
whether they truly understand is another matter.
Especially for,
those with declining cognitive function, or
families involved in nursing care for the first time,
being able to see and understand is more important than anything else.
What is a user-friendly contract?
A contract is,
the 'entrance' to starting a service.
If at that entrance,
we end up increasing anxiety or burden,
wouldn't that be counterproductive?
・Easy to understand
・Only necessary information is organized
・Can be reviewed later
I believe there should be
more forms of contracts like that.
Conclusion
Protecting the system is important.
But at the same time,
I feel that the perspective of operating the system to fit the individual
will become increasingly necessary from now on.
So that people who need long-term care
can start services with even a little more peace of mind.
Thinking about such things,
I face my daily contract work.
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