CASE STUDY
Bridging Cultural Gaps in Healthcare Access: Texas Children’s Health Plan & DLG Research
Texas Children’s Health Plan (TCHP), a leading provider of health coverage for families and children in Texas, partnered with DLG Research to understand the deeper cultural and practical challenges affecting healthcare utilization in minority communities. By integrating culturally sensitive qualitative research, DLG helped TCHP gain the insights needed to advance wellness and engagement among African American, Hispanic, and multicultural member segments.
Wins
- Surfaced honest, nuanced perspectives from diverse parents and caregivers, highlighting cultural attitudes surrounding mental health and preventive care.
- Uncovered key barriers—such as stigma, communication gaps, and trust issues—that influence participation in mental and physical health programs.
- Equipped TCHP leaders with actionable strategies to improve outreach, communication, and support among multicultural members.
How can Texas Children’s Health Plan build trust and foster stronger connections with minority families—ensuring mental health benefits and preventive care like well-child visits are accessible, destigmatized, and seen as valuable by all communities?
Solution
DLG Research designed a qualitative initiative featuring culturally attuned, bilingual focus groups with parents and caregivers across different backgrounds. The sessions explored generational perceptions of mental health, attitudes toward routine healthcare, and the unique challenges faced by diverse families. Moderators created a safe, open environment that allowed participants to speak candidly about trust, stigma, access, and the realities of healthcare decision-making.
Client Profile
Texas Children’s Health Plan is a Texas-based managed care organization serving children, pregnant women, and families, with a longstanding dedication to health equity and closing access gaps across culturally diverse communities.
Key Finding
For multicultural families, trust and cultural competence are just as vital as clinical expertise—when health plans listen and respond to community voices, they break down barriers to essential care.
Results
Texas Children’s Health Plan emerged with a clearer, more empathetic view of the communities it serves. Using DLG’s actionable insights, TCHP is moving forward with improved member communication, enhanced provider competency, and streamlined access to care—helping to close gaps and create a lasting foundation for health equity across Texas.
DLG Research’s Value Add
- Deep expertise in multicultural and bicultural consumer motivations and behaviors.
- Immersive, human-first qualitative research methodologies that surface “voice of the customer” insights.
- Culturally attuned, bilingual facilitation ensuring every participant feels seen, heard, and respected.
- Fast, strategic guidance tailored for healthcare market research and member engagement.
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