Understanding CLAS Standards
|
|
- Ross Banks
- 8 years ago
- Views:
Transcription
1 Understanding CLAS Standards Kaiser Permanente has adopted all fourteen Culturally and Linguistically Appropriate Services (CLAS) Standards which are aligned with and facilitate achievement of the; 1) Kaiser Permanente Promise, 2) Kaiser Permanente Mission, and 3) National Diversity Agenda Objectives. Annual CLAS Standards Training emphasizes access to Language Access Services provided at Kaiser Permanente San Francisco for our Limited English Proficient (LEP) and Hard of Hearing Members. 1. Definition: CLAS Standards - Culturally and Linguistically Appropriate Services (CLAS) Standards 2. What are CLAS Standards? CLAS Standards are federal guidelines and mandates developed by the Office of Minority Health (OMH) to improve access to health care for Limited-English proficient (LEP) individuals through the elimination of language and cultural barriers. 3. Which CLAS Standards are mandated? CLAS Standards 4 7 refer to Language Access Services; these standards are federally mandated for health care organizations that are recipients of federal funds. 4. Which CLAS Standards are mandated by Kaiser Permanente While Kaiser Permanente has adopted all 14 CLAS Standards CLAS Standards 4 7 are medical center wide policies (mandates) by providing Language Assistance Services. 5. CLAS Standards refer to which following topic areas? A. CLAS STANDARD 4 - Limited English Proficient and People with Hearing Loss B. CLAS STANDARD 5 - Language Assistance Service Rights C. CLAS STANDARD 6 - Competence of Language Services D. CLAS STANDARD 7 Signage and patient-related materials are available for Limited English Proficient (LEP) Members and People with Hearing Loss 6. Why does Kaiser Permanente conduct CLAS Standards Training? Kaiser Permanente conducts CLAS Standards training at each of its medical facilities in order to meet annual compliance standards. Annual CLAS Standards training enables LEP and Hard of Hearing members to receive equal access to care and service delivery through the use of interpreter services, language assistance, and cultural services. 2
2 Contents: 1. Understanding CLAS Standards Explanation of CLAS Review Guide and Procedure National CLAS Standards Overview and Background What are CLAS Standards What Language Assistance Services does KPSF provide How does a KPSF employee schedule an interpreter Key differences - QBS L 1, QBS L 2, and Trained Interpreters Frequently Asked Questions KPSF Facility Information Related to CLAS Language Preference Reports for KPSF Members Understanding the Importance of Health Literacy Federal Cultural and Linguistic Governing Laws State Cultural and Linguistic Governing Laws Response to Regulatory Mandates & Clinical Consequences of Miscommunication Communication Challenges in the Clinical Encounter & Health Literacy The Fourteen CLAS Standards CLAS Standards Acknowledgment Form CLAS Standards Review Form CLAS Standards Review Answers Sheet CLAS Feedback Form Purpose: The purpose of the enclosed information is to review Culturally and Linguistically Appropriate Services (CLAS) Standards and guidelines associated with accessing interpreter services at Kaiser Permanente San Francisco Objectives: To gain an overall understanding of the CLAS Standards To understand what language assistance services are provided by KPSF To understand the difference among QBS L 1, QBS L 2, and Certified Interpreters To review frequently asked questions regarding the use of interpreters To complete a CLAS Standards Review Form To provide feedback for additional CLAS training 3
3 Explanation of CLAS Review Guide and Procedure The CLAS Review Guide contains information related to federal mandates for language access services for our Limited English Proficient (LEP) members. The CLAS Review Packet contains background information regarding CLAS standards, language assistance services provided at KPSF, differences among QBS L1, QBS L 2, and certified interpreters, frequently asked questions, a CLAS Standards Acknowledgement Form, a CLAS Standards Review Form, an answer sheet, and a feedback form. Please have those in your department review the CLAS information material, be prepared to answer the CLAS Standards Review Form, and sign off on the CLAS Standards Acknowledgment Form during CLAS Review Sessions. The CLAS Review Sessions are an opportunity for our staff to receive educational information and review our CLAS Standards for KPSF. During the review session staff will have an opportunity to review the CLAS material, complete the CLAS Standards Review Form, and complete the CLAS Standards Acknowledgement Form. This will also be an opportunity for staff to ask questions regarding CLAS and to clarify questions they might have regarding the CLAS standards. You have also been provided with an answer sheet for the CLAS Standards Review Form, which shows the correct answer and page number(s) where the correct CLAS information can be found. Procedure: 1. Please share the CLAS Review Guide with Staff. 2. Have them review the CLAS Material. 3. Attend the CLAS Review Session (View Display Tables) or review the CLAS Material. 4. The CLAS Display Tables contains similar information given in your review packet. 5. While viewing the CLAS Display Tables or reviewing the CLAS Material staff will complete the CLAS Standards Review Form. 6. Once the CLAS Standards Review Form is completed staff will also; A) complete, B) sign, and C) turn in the CLAS Standards Acknowledgment Form. 7. The CLAS Acknowledgement Forms will be submitted to Human Resources for documentation in order to meet annual compliance standards. 4
4 National Standards for Culturally and Linguistically Appropriate Services (CLAS) Standards In December 2000, the Office of Minority Health (OMH), U.S. Department of Health and Human Services, issued the final recommendations on national standards for Culturally and Linguistically Appropriate Services (CLAS) Standards in health care. It serves as a blueprint for federal and state health agencies, policy makers, and national organizations to follow for building culturally competent health care organizations and workers. The 14 standards are based on an analytical review of key laws, regulations, contacts, and standards currently in use by federal and state agencies and other national organizations. The standards were developed with input from a national project advisory committee composed of individuals representing State and Federal agencies, health care organizations and professionals, consumers, unions, and health care accrediting agencies. OMH conducted a four-month public comment period and held three regional meetings in early 2000 to solicit testimony and advice for the first draft of standards. The standards are intended to correct existing inequities in the delivery of health services and to increase the responsiveness of services to meet the individual needs of patients and consumers. The standards are inclusive of all cultures; however they are especially designed to address the needs of racial, ethnic, and linguistic population groups that experience unequal access to health care services. Ultimately, the aim of the standards is to contribute to the elimination of racial and ethnic health disparities and to improve the health of all Americans. The CLAS Standards are organized by theme: 1. Culturally Competent Care (Standards 1 3) 2. Language Access Services (Standards 4-7) are federally mandated 3. Organizational Supports for Cultural Competence (Standards 8 14) Under the CLAS Standards, health care organizations are encouraged to ensure that patients receive understandable and respectful care that is compatible with their cultural beliefs, practices, and preferred language. Kaiser Permanente Kaiser Permanente has adopted and supports the implementation of the fourteen CLAS Standards. The CLAS Standards provide a comprehensive, regulatory framework through which we assess, develop, and refine critical components of care delivery and access required to address the changing service needs of our members. In this regard, the CLAS Standards are aligned with and facilitate achievement of the KP Promise, Kaiser Permanente Mission, and the National Diversity Agenda objectives. The CLAS Review Sessions are an opportunity for staff to receive educational information and annually review CLAS Standards for KPSF. CLAS Standards training enables LEP and Hard of Hearing members to receive access to care and service delivery though use of interpreter services, language assistance, and cultural services. 5
5 What are CLAS Standards? 1. CLAS Stands for Culturally and Linguistically Appropriate Services. 2. CLAS standards are federal guidelines and mandates developed by the Office of Minority Health (OMH), which is part of the U.S. Department of Health and Human Services to improve access to health care for Limited-English proficient (LEP) individuals through the elimination of language and cultural barriers. 3. There are 14 standards, organized by themes. 4. Standards 1 3 refer to Culturally Competent Care 5. Standards 4 7 refer to Language Access Services; these standards are federally mandated for health care organizations that are recipients of federal funds. Failure to comply may result in loss of federal funds. 6. Standard 8 14 refer to Organizational Supports for Cultural Competence Kaiser Permanente has adopted all 14 Culturally and Linguistically Appropriate Services (CLAS) Standards. Kaiser Permanente has mandated Standards 4-7 as medical center wide policies by providing Language Access Services for LEP and Hard of Hearing Members. CLAS STANDARD 4 (Limited English Proficient and Hard of Hearing Members) Offer and provide language assistance services, including bilingual staff and interpreter services, at no cost to each member with limited English proficiency at all points of contact, in a timely manner, during all hours of operation. CLAS STANDARD 5 (Language Assistance Service Rights) Provide to members in their preferred language both verbal offers and written notices informing them of their right to receive language assistance services. CLAS STANDARD 6 (Competence of Language Services) Assure the competence of language assistance provided to limited English proficient members by interpreters and bilingual staff. Family and friends should not be used to provide interpretation services except on request by the member. CLAS STANDARD 7 (Signage in Service Areas for the Limited English Proficient (LEP) and Hard of Hearing Members) Make available easily understood patient-related materials and post signage in the languages of the commonly encountered groups in the service area. 6
6 What Language Assistance Services does Kaiser Permanente San Francisco provide? Language Preference Field (LPF) enable KP to plan for our members needs; Spoken Language Field helps us plan for language service needs, Interpreter Required Field helps us determine the need for interpreters, Written Language Field allows us to send in-language material to our members. On-site Interpretation Services (OSI) KP provides on-site interpretation service to members for inpatient, outpatient, emergency care and other services at Kaiser Permanente San Francisco at no cost to members or their families. We provide service for ALL LANGUAGES (including ASL) either by staff interpreters, language line, or by using an outside vendor. Language Line Services in case on-site interpreters are not available, providers are encouraged to use Language Line. Information cards are available for quick reference. Chinese Interpreter Call Center (CIC) provides telephone interpretation for Chinese-speaking members in the Northern California Region to access services of the Regional Appointment and Advice Call Centers and all departments in the San Francisco Medical Center. Translation Services KP has in-house professional translators and reviewers who can translate a document from English into another language and vice-versa. To ensure accuracy and quality, every project goes through a formal process of translation and review. Qualified Bilingual Staff (QBS) Program The Labor Management Partnership (LMP) Bilingual Program was established as a Kaiser Permanente (KP) Northern California Regional Initiative. It was developed to build capacity and improve the quality of the existing and future workforce to best meet the language needs of our Limited English Proficient (LEP) patients/members. 1) QBS Level 1 A Kaiser Permanente employee of one of the partner unions whose language skills have been assessed and can provide basic language assistance to our members where a basic understanding of medical terminology is not required. Examples of assistance include making medical appointments and providing directional assistance to members. They do not interpret in the clinical setting. 2) QBS Level 2 A Kaiser Permanente employee of one of the partner unions whose language skills have been assessed and can provide basic language assistance to our members in addition to providing higher language skills where medical terminology is required. 7
7 How does a KPSF employee schedule an interpreter for a Limited English Proficient (LEP) Member? There a several choices available to KPSF employees when assisting LEP members. Remember, we provide service for ALL LANGUAGES (including American Sign Language) either by staff and on-call interpreters or by using an outside vendor. Contact Information as follows: 1. Advance or Future Requests: to SFO LCS 2. Office Hours for Linguistic & Cultural Services Office Hours: 8:00 am to 12:30 pm & 1:00 pm to 4:30 pm (Monday Friday) 3. Service Hours Cantonese/Mandarin 7:00 am to 8:00 pm Monday, Tuesday, Wednesday and Friday 7:00 am to 5:00 pm Thursdays Spanish 7:00 am to 6:30 pm Monday Thursday, 7:00 am to 5:00 pm Friday Vietnamese 8:30 am to 5:00 pm Monday, Wednesday, and Fridays Arabic, Korean, Russian and Tagalog available upon requests On-site services in other languages may be available if requested in advance. Language Line Services are available 24 hours a day, 7 days a week and can be used when on-site interpreters are unavailable. American Sign Language - Services are available 24 hours a day, 7 days a week available upon requests 4. Urgent or Same Day Service For same day requests: Call and follow the prompts 5. Language Line In case on-site interpreters are not available ACCESS: Client ID: Language Needed: Personal Code: Cost center number for your department THERE ARE NO COSTS TO INDIVIDUAL DEPARTMENTS OR COST CENTERS TO UTILIZE LANGUAGE LINE SERVICES. 6. Translation Services ACCESS: Call and follow the prompts for translation requests or to SFO LCS Translation-Services 8
8 Understanding key differences among QBS L1, QBS L2 and a trained health care interpreter? Currently, there are 5 QBS languages : Cantonese, Mandarin, Spanish, Vietnamese, and American Sign Language (ASL). QBS L1 A Kaiser Permanente employee of one of the partner unions whose language skills have been assessed and can provide basic language assistance to our members where a basic understanding of medical terminology is not required. They do not interpret in the clinical setting. Situations when QBS L1 should utilize their language assistance skills: 1. Scheduling appointments 2. Taking simple/non-complex complaints or patient/member grievances 3. Providing location-based directions 4. Providing non-medical instructions 5. Performing sight translation limited to customer service needs (directions, marketing brochures, appointment cards) QBS Level 2 A Kaiser Permanente employee of one of the partner unions whose language skills have been assessed and can provide basic language assistance to our members in addition to providing higher language skills where medical terminology is required. Trained Interpreters Are interpreters who are able to interpret complex instructions and directions, including medical terminology. Interpreting is their primary job. Kaiser Permanente s staff interpreters must be certified through a program such as the Health Care Interpreter Certificate Program of City College of San Francisco or have successfully completed a certification program within their 1 st year of employment. In addition to utilizing their language skills QBS L1, QBS 2, and Trained Interpreters utilize their cultural knowledge, skills, and backgrounds to serve as cultural ambassadors in the clinical setting. 9
9 FREQUENTLY ASKED QUESTIONS: Can I ask a member to bring an interpreter? No. A member needing interpreter services will be informed of Kaiser Permanente s language assistance services at no cost to the member when an appointment is scheduled. Can a minor interpret for a patient/member? No. Minors should only be used in an EMERGENCY SITUATION when a QUALIFIED INTERPRETER is not available. As a member, do I need to be worried about accuracy during an interpreting encounter? No. In every interpreting encounter KPSF must ensure that the interpretation is neutral, impartial, and of the highest quality. As a KP provider or employee, do I need to document when an interpreter is provided during a medical visit? Yes. All outpatient interpreter encounters must be documented in the Interpreter Services Questionnaire (ISQ). All inpatient language assistance and interpreter encounters are captured in the designated flow sheets or documented in the electronic medical record and must include the date, time, name, NUID of staff interpreter or the phone number of the interpreter. If a member declines an interpreter it must also be documented. Information related to members needs for language assistance is available in HealthConnect. How do people with hearing loss or LEP Members get informed of their rights to an interpreter? Signage is posted at key points of contact: in hospital entrances, emergency departments, waiting rooms, etc. Members may also be informed of their rights by staff. What should the Language Assistance Service Rights signage say? The signage should advise members on how to access interpreter services 24 hours a day, at no cost to the member. In addition, members will be informed on how to address/file a complaint regarding interpreter services. What is my role, as a staff/clinician, to inform a member of their rights to language services? ALL STAFF WILL BE REQUIRED TO ASSIST MEMBERS ON HOW TO ACCESS INTERPRETERS AND HOW TO ADDRESS/FILE COMPLAINTS ABOUT INTERPRETER SERVICES When and where are we required to provide language assistance services to our LEP Members We are required to ask our LEP Members if they want language assistance at every point of contact and provide the appropriate language assistance services to the LEP member every time it is requested. What type of information needs to be translated for LEP members? Vital documents (such as those documents critical to patient care i.e. patient instructions, consent forms, and medical information), signage and way finding maps as well as frequently used patient care materials will be translated into the threshold languages of LEP groups where threshold languages are required. The threshold languages for the San Francisco Medical Center are currently Chinese and Spanish. Can I assume that Hard of Hearing and Limited English Proficient (LEP) members are aware of their rights to an interpreter? No. Do not assume that Hard of Hearing and LEP members are aware of their rights to an interpreter. Information e.g. Interpreter Services pamphlets, concerning member s rights is available through Member Services and posted at key points of contact in the medical center. 10
10 KPSF Facility Information Related to CLAS Speaker Phones Available in Patient Rooms: In 2005 all phones in the patient rooms were converted to speaker phones to enhance the opportunity to utilize Language Line Services any time of the day. Medical center staff may utilize Language Line Services when staff interpreters or QBS Staff are not available in person or onsite. Services to Our Members: Remember that language assistance must always be offered to LEP members and minor children should never be used as interpreters. Always document a member s electronic medical record: If a member declines language assistance and uses their own English skills, uses an adult family member or friend to interpret Anytime an interpreter is used during the encounter Anytime the information in a document is orally transmitted to the member in his/her preferred language. Patient Communication Aid: The Patient Communication Aid is a trilingual document that can be used in the hospital setting. The Patient Communication Aid provides valuable information to members regarding patient information, access to objects in the hospital room, and communication. The Patient Communication Aid is available in English, Spanish, and Chinese in San Francisco. Using Language Assistance Services in California: The web-based training course named Using Language Assistance Services in California can be viewed on the KP Learn Website. This training course covers why, when, and how to use Kaiser Permanente language assistance services for members. Senate Bill 853 Requirements Passed in 2003, Senate Bill 853, which is a state law, required the Department of Managed Health Care to develop a set of regulations to address the needs of Limited English Proficient (LEP) Health Plan enrollees 11
11 LANGUAGE PREFERENCE REPORTS FOR KPSF MEMBERS April 2009 Language Preference Spoken Written Preference for KPSF Members English 82.36% 83.29% Cantonese (Chinese Dialect) 8.10% ******* Spanish 6.13% 5.82% Mandarin (Chinese Dialect) 1.03% ******** Other Languages 1.02%.65% Tagalog.44%.33% Vietnamese.41%.35% Russian.22%.19% Korean.15%.14% Japanese.14%.11% Chinese ****** 9.12% Total 100% 100% Understanding the Importance of Health Literacy Health Literacy - Is the degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions (Health People, 2010). Health Literacy is fundamental to quality care and service! 1) Nothing -- not age, income, employment status, educational level nor racial/ethnic group -- affects health status more than literacy skills. 2) Clear communication between patients and health care providers is crucial. 3) Good communication equals healthy patients. 12
12 Legal/Regulatory Requirements and Accreditation Federal Cultural and Linguistic Governing Laws KP is required to provide culturally and linguistically competent care under numerous statutory, regulatory, contract and accreditation authorities. Below are some examples: Federal Laws, Policies & Enforcement Presidential Executive Order Enforcing Agency All partnering regulatory & accrediting bodies Topics Referenced Improving Access to Services for Persons with Limited English Proficiency (LEP) Americans with Disabilities Act (ADA) Department of Health & Human Services (DHHS), Office of Civil Rights To provide a clear & comprehensive national mandate for the elimination of discrimination against individuals with disabilities Culturally & Linguistically Appropriate Services (CLAS) The Emergency Medical Treatment & Active Labor Act (EMTALA) DHS, CMS Dept of Minority, & Health Joint Commission on Accreditation of Healthcare Organization (JCAHO) s & DHS Culturally competent care Language access services Organizational support for cultural competence US federal law governing assessment & transfer of patients seeking emergency care For further information on these regulations/requirements, contact your local accreditation, regulatory, licensing, compliance liaisons
13 State Cultural & Linguistic Governing Laws State Cultural & Linguistic Governing Laws California Laws & Policies Senate Bill SB853 DHS, Medical Managed Care Department Policy Letters Enforcing Agency Department of Managed Health Care (DMHC) DHS* Topics Referenced Set of regulations that require Healthcare Organizations to develop a comprehensive program to improve access to health care services for LEP (Limited English Proficient) enrollees Clarification regarding Medical managed care plans & contract requirements to providing cultural & linguistic services California Code of Regulations Sections (Title 22) DHS Guidelines for two plan Medi-Cal models to provide cultural & linguistics services on a two plan model Medi-Cal Service Contracts Health & Safety Code: 1259 & Healthy Families Contract Other State Programs Contracts [Access for Infants & Mothers (AIM), Major Risk Medical Insurance Program, etc. (MRMIP)] DHS JCAHO, DHS, CMS MRMIB MRMIB Requirements for services provided to populations covered under Medi- Cal Requirements to provide access to information regarding basic health care services & to ensure adequate & speedy communication between patients & staff Contractual requirements for services provided to populations covered under Healthy Families Contractual requirements for services provided to populations covered under other state regulations 24 14
14 Response to Regulatory Mandates Language Assistance Policies & Procedures Overview In response to regulatory mandates and as the U.S. population becomes more diverse, Kaiser Permanente developed the following policies and procedures to serve the cultural and linguistic needs of our members: Language Assistance Service Rights Interpreter Services Translation Services Right to file grievance/complaint related to interpreter services Competence of Language Services Necessary Signage in Service Areas 25 Clinical Consequences of Miscommunication Breakdown In Communication: What Are The Flags & Consequences? Language barriers Breakdown Communication mismatch between what the patient/member is saying verbally and non-verbally Consequence Awkwardness during the visit/encounter Resistance or lack of adherence to care plan Retreat into silence and/or cover up/lie Dissatisfaction with care and/or does not return for care Misdiagnosis or complication with medical treatment Lower MPS Scores 15
15 Communication Challenges in the Clinical Encounter Research Tells Us That 35% 30% 25% 20% 15% Different Ethnic Groups Face Greater Difficulty in Communicating with Physicians 33% 27% 23% 19% 16% 10% 5% 0% Total Hispanic Asian American African Am erican White Base: Adults with a health care visit within a two year period ( ) Communication problems include understanding doctor, feeling doctor listened, had questions but did not ask. Source: The Commonwealth Fund 2001 Health Care Quality Survey. 16
16 The Fourteen Culturally and Linguistically Appropriate Services (CLAS) Standards in Health Care Culturally Competent Care 1. Health care organizations should ensure that patients/consumers receive from all staff members effective, understandable, and respectful care that is provided in a manner compatible with their cultural health beliefs and practices and preferred language. 2. Health care organizations should implement strategies to recruit, retain, and promote at all levels of the organization a diverse staff and leadership that are representative of the demographic characteristics of the service area. 3. Health care organizations should ensure that staff at all levels and across all disciplines receive ongoing education and training in culturally and linguistically appropriate service delivery. Language Access Services (Standards 4-7 are federally mandated) 4. Health care organizations must offer and provide language assistance services, including bilingual staff and interpreter services, at no cost to each patient/consumer with limited English proficiency at all points of contact, in a timely manner during all hours of operation. 5. Health care organizations must provide to patients/consumers in their preferred language both verbal offers and written notices informing them of their right to receive language assistance services. 6. Health care organizations must assure the competence of language assistance provided to limited English proficient patients/consumers by interpreters and bilingual staff. Family and friends should not be used to provide interpretation services (except on request by the patient/ consumer). 7. Health care organizations must make available easily understood patient-related materials and post signage in the languages of the commonly encountered groups and/or groups represented in the service area. Organizational Supports for Cultural Competence 8. Health care organizations should develop, implement, and promote a written strategic plan that outlines clear goals, policies, operational plans, and management accountability/oversight mechanisms to provide culturally and linguistically appropriate services. 9. Health care organizations should conduct initial and ongoing organizational self-assessments of CLASrelated activities and are encouraged to integrate cultural and linguistic competence-related measures into their internal audits, performance improvement programs, patient satisfaction assessments, and outcomes-based evaluations. 10. Health care organizations should ensure that data on the individual patient's/consumer's race, ethnicity, and spoken and written language are collected in health records, integrated into the organization's management information systems, and periodically updated. 17
17 11. Health care organizations should maintain a current demographic, cultural, and epidemiological profile of the community as well as a needs assessment to accurately plan for and implement services that respond to the cultural and linguistic characteristics of the service area. 12. Health care organizations should develop participatory, collaborative partnerships with communities and utilize a variety of formal and informal mechanisms to facilitate community and patient/consumer involvement in designing and implementing CLAS related activities. 13. Health care organizations should ensure that conflict and grievance resolution processes are culturally and linguistically sensitive and capable of identifying, preventing, and resolving cross-cultural conflicts or complaints by patients/consumers. 14. Health care organizations are encouraged to regularly make available to the public information about their progress and successful innovations in implementing the CLAS standards and to provide public notice in their communities about the availability of this information. 18
DRAFT DEPARTMENT OF MENTAL HEALTH & SUBSTANCE ABUSE
DRAFT DEPARTMENT OF MENTAL HEALTH & SUBSTANCE ABUSE SUBJECT: Cultural Competency REFERENCE: Interpreter P&P CLAS Standards Number: Effective Date: History: New Page: 1 of 5 APPROVED: Title: PURPOSE To
More informationGranite State Health Plan s New Hampshire Healthy Families (NHHF) 2015 Cultural Competency Plan
Granite State Health Plan s New Hampshire Healthy Families (NHHF) 2015 Cultural Competency Plan INTRODUCTION New Hampshire Healthy Families (NHHF) is committed to establishing multicultural principles
More informationCeltiCare Health Plan of Massachusetts, Inc. (CeltiCare Health) 2015 Cultural Competency Plan
CeltiCare Health Plan of Massachusetts, Inc. (CeltiCare Health) 2015 Cultural Competency Plan INTRODUCTION CeltiCare Health is committed to establishing multicultural principles and practices throughout
More informationCulturally and Linguistically Appropriate Services (CLAS) Toolkit
Culturally and Linguistically Appropriate Services (CLAS) Toolkit CLAS Toolkit Contents: Department of Health CLAS Assessment Recommendations List of the 14 CLAS Standards Definition of Terms Implementation
More informationPHC Florida 2014 Cultural Competency Program
PHC Florida Table of Contents Mission and Values... 1 Purpose. 1 Program Goals 1 Authority and Responsibility.. 2 Program Components.. 2 Principal Standard 2 Governance, Leadership and Workforce 2 Communication
More informationInterpreter Services Staff Dialects Customers HCIN/trained med interp Video/ teleconferencing NPO interpreters Illicit interpreters Global political impacts Fed/State impacts County impacts WEX workers
More informationHow To Write The National Clas Standards
Presented by Jessica Loney, RN, MSN April 30, 2014 1 Introduce the CLAS Standards Discuss the need for CLAS Standards Review the CLAS Standards Discuss how the CLAS standards are applied 2 Services that
More informationAHF MCO of Florida, Inc. Positive Healthcare Florida 2013 Cultural Competency Program
Positive Healthcare Florida Table of Contents Mission and Values... 1 Purpose. 1 Program Goals 1 Authority and Responsibility.. 2 Program Components.. 2 Principal Standard 2 Governance, Leadership and
More informationWorking with an Interpreter Online Education. Children s Hospital of Wisconsin
Working with an Interpreter Online Education Children s Hospital of Wisconsin This presentation will help you Understand the role of an interpreter Work effectively with an interpreter Access interpreter
More informationSignature Leadership Series. Becoming a Culturally Competent Health Care Organization
Signature Leadership Series Becoming a Culturally Competent Health Care Organization June 2013 Resources: For information related to equity of care, visit www.hpoe.org and www.equityofcare.org. Suggested
More informationplan s LAP services particularly a health plan s oral interpreter s services in the clinical setting.
Provider Group Frequently Asked Questions Health Plan Implementation of the Department of Managed Health Care s (DMHC) Language Assistance Program 1. What are the DMHC Language Assistance Program Regulations
More informationStandard 1: Provide Effective, Equitable, Understandable, and Respectful Quality Care and Services
Community Counseling Center of Central Florida, LLC P.O. Box 161585 Altamonte Springs, FL 32716-1585 W. 407.291.8009 F. 407.770-5503 www.ccccf.org CCCCF commits to embracing, implementing and practicing
More informationCultural and Linguistic Services Training: SFHP Provider Network
Cultural and Linguistic Services Training: SFHP Provider Network Training Goals Define terms related to language access Learn how to work with interpreters Define culture, cultural competence, and cultural
More informationSubject: Interpreter Services File Under: 1032
Tufts Medical Center Hospital-Wide Policy Subject: Interpreter Services File Under: 1032 Issuing Department Interpreter Services Latest Revision Date: August, 2014 Original Procedure Date September, 1998
More informationCOMMUNICATION ASSISTANCE
Page 1 of 8 Values Context: Practicing within the context of our core values of Dignity, Excellence, Service and Justice ensures the provision of respect for each person, accountability, commitment to
More informationLanguage Access/ Interpreter Services Policy
Language Access/ Interpreter Services Policy Purpose To ensure that all limited English proficient (LEP) and hearing-impaired patients and authorized representatives are able to understand their medical
More informationCHAPTER 91: LANGUAGE ACCESS
CHAPTER 91: LANGUAGE ACCESS Sec. 91.1. Sec. 91.2. Sec. 91.3. Sec. 91.4. Sec. 91.5. Sec. 91.6. Sec. 91.7. Sec. 91.8. Sec. 91.9. Sec. 91.10. Sec. 91.11. Sec. 91.12. Sec. 91.13. Sec. 91.14. Sec. 91.15. Sec.
More informationLimited English Proficient Enrollee Access to Health Plan Grievance Systems
P O L I C Y B R I E F December 2004 Limited English Proficient Enrollee Access to Health Plan Grievance Systems An Assessment of Health Plan Compliance with DMHC Regulations Title 28 Section 1300.68 (b)(3)
More informationPromoting Cultural Awareness and Language Assistance in Health Care
Promoting Cultural Awareness and Language Assistance in Health Care Why is this important? Millions of Americans lack quality health care because they have trouble communicating with their health care
More informationNortheast Behavioral Health Partnership, LLC. Cultural Competency Program Description and Annual Plan
Cultural Competency Program Description and Annual Plan July 1, 2010 through June 30, 2011 Table of Contents Mission Statement... 1 Cultural Competency Program Description Introduction... 2 What is Cultural
More informationDRAFT NCUA PLAN TO ASSIST PERSONS WITH LIMITED ENGLISH PROFICIENCY
DRAFT NCUA PLAN TO ASSIST PERSONS WITH LIMITED ENGLISH PROFICIENCY Purpose: The purpose of this guidance is to clarify the responsibilities of the National Credit Union Administration (NCUA) for providing
More informationPatricia Bickel. credit. Providing effective health care in your patients languages
Volume Nine Number Four Published Monthly Patricia Bickel Compliance and Privacy Officer, Director, Professional Integrity Program for University of Southern Florida Health page 14 Save the Date! Special
More informationHolding Health Plans Accountable
POLICY BRIEF March 2006 654 13TH Street Oakland, CA 94612 (510) 832-1160 TEL (510) 832-1175 FAX info@cpehn.org www.cpehn.org Holding Health Plans Accountable The Provision of Culturally and Linguistically
More informationR e p o r t - A P P E N D I X
D e l a w a r e C L A S I n i t i a t i v e F i n a l D e l a w a r e S t a n d a r d s f o r C u l t u r a l l y a n d L i n g u i s t i c a l l y A p p r o p r i a t e S e r v i c e s i n H e a l t h
More informationNational Standards for Culturally and Linguistically Appropriate Services in Health Care
U.S. Department of Health and Human Services, OPHS O ffice of Minority Health National Standards for Culturally and Linguistically Appropriate Services in Health Care FINAL REPORT March 2001 Washington,
More informationQuestions or comments regarding the LEP Plan may be submitted to Community Senior Services President/CEO:
Title VI Complaint Policy and Procedures & Limited English Proficiency Plan Notification Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of color, race or national origin.
More informationKnowledge, Skills, and Abilities Essential to Cultural Competence
Knowledge, Skills, and Abilities Essential to Cultural Competence Knowledge of the: culture, history, traditions, values, and family systems of culturally diverse customers. impact of culture on the behaviors,
More informationCultural Competency. Strategic Plan
Amerigroup 1 - Texas Cultural Competency Strategic Plan 2015 1 The use of Amerigroup pertains to both Amerigroup Texas, Inc. and Amerigroup Insurance Company activities. TABLE OF CONTENTS INTRODUCTION...
More informationSAN JOSE POLICE DEPARTMENT LANGUAGE ACCESS PLAN
SAN JOSE POLICE DEPARTMENT LANGUAGE ACCESS PLAN August 2014 I. PURPOSE The San Jose Police Department (SJPD or Department) recognizes the importance of effective and accurate communication between its
More informationWashington State Department of Social and Health Services Language Access Program Overview
Washington State Department of Social and Health Services Language Access Program Overview Background Information In the 1980 s and earlier 1990 s the Washington State Department of Social and Health Services
More informationA PATIENT-CENTERED GUIDE
A PATIENT-CENTERED GUIDE TO IMPLEMENTING LANGUAGE ACCESS SERVICES IN HEALTHCARE ORGANIZATIONS SUBMITTED TO: OFFICE OF MINORITY HEALTH U.S. DEPARTMENT OF HEALTH AND HUMAN SERVICES DEVELOPMENT OF A DRAFT
More informationLinguistic Access Study: Summary of Model Programs & Promising Practices in Linguistic Access
San Mateo County Health Department Linguistic Access Study: Summary of Model Programs & Promising Practices in Linguistic Access Prepared by Brightstar Ohlson, Gibson & Associates mc Summary of Best Practice
More informationPhysician Cultural Competency Independent Training Module for Simply Healthcare, Better Health and, Clear Health Alliance Providers
Physician Cultural Competency Independent Training Module for Simply Healthcare, Better Health and, Clear Health Alliance Providers Purpose of Training This Cultural Competency training aims to ensure
More informationEFFECTIVE COMMUNICATION IN HOSPITALS INITIATIVE
1 EFFECTIVE COMMUNICATION IN HOSPITALS INITIATIVE for Individuals Who Are LIMITED ENGLISH PROFICIENT (LEP) and Individuals Who Are DEAF OR HARD OF HEARING Tamara L. Miller Deputy Director for Civil Rights
More informationLanguage Assistance Self-Assessment and Planning Tool for Recipients of Federal Financial Assistance
Language Assistance Self-Assessment and Planning Tool for Recipients of Federal Financial Assistance Part A: Self Assessment Section I: Demography Has your organization developed a demographic profile
More informationCULTURAL COMPETENCE IN HEALTH CARE: EMERGING FRAMEWORKS AND PRACTICAL APPROACHES
CULTURAL COMPETENCE IN HEALTH CARE: EMERGING FRAMEWORKS AND PRACTICAL APPROACHES Joseph R. Betancourt Massachusetts General Hospital Harvard Medical School Alexander R. Green and J. Emilio Carrillo New
More informationA. Informing a patient and/or a patient s authorized representative of the right to file a grievance/complaint and the mechanism for doing so.
Page 1 of 13 I. PURPOSE This policy establishes a uniform process which allows patient and/or patient s authorized representative grievances/concerns and complaints from all sources to be evaluated and
More informationSerafin Colmenares Jr., Ph.D. Executive Director
Serafin Colmenares Jr., Ph.D. Executive Director Workshop on Translation of Vital Documents January 22-23, 2015 Kamehameha Auditorium Queen s Medical Center Honolulu, Hawaii I. Hawaii s LEP Profile II.
More informationDEPARTMENT OF HEALTH & HUMAN SERVICES OFFICE OF THE SECRETARY. June 27,2008
DEPARTMENT OF HEALTH & HUMAN SERVICES OFFICE OF THE SECRETARY Voice - (415) 437-8310, (800) 368-1019 Office for Civil Rights, Region IX TDD - (415) 437-8311, (800) 537-7697 90 7th Street, Suite 4-100 (FAX)
More information9. Additional Information
9. Additional Information 9.1 Subcontractors and Participating Practitioners KP defines a subcontractor as an individual participating practitioner, participating practitioner group, or any other entity
More informationImplementation of 1115 Waiver/Transition of Seniors and Persons with Disabilities. Frequently Asked Questions
Healthy San Diego Many Medi-Cal beneficiaries are mandated to enroll in a Medi-Cal Managed Care Plan. The benefit of being on a Medi-Cal Managed Care Plan is improved access to health care including specialists
More informationIssue Brief. Language Lessons: Palliative Care Training for Interpreters. Introduction. Survey of Health Care Interpreters
Language Lessons: Palliative Care Training for Interpreters Introduction Clear communication is the heart and soul of palliative care specialized medical care focused on providing patients with relief
More informationLANGUAGE ACCESS PLAN FOR LEP INDIVIDUALS
LANGUAGE ACCESS PLAN FOR LEP INDIVIDUALS State Agency: Office of Information Technology Services (ITS) Effective Date of Plan: April 15, 2016 Language Access Coordinator (LAC): Karen Kimball LAC Phone
More informationSENATE BILL No. 625 AMENDED IN SENATE APRIL 4, 2013. Introduced by Senator Beall. February 22, 2013
AMENDED IN SENATE APRIL 4, 2013 SENATE BILL No. 625 Introduced by Senator Beall February 22, 2013 An act to amend Section 10601.2 of of, and to add Section 16521.6 to, the Welfare and Institutions Code,
More informationCLAD Ô /BCLAD Ô : California Reforms in the Preparation and Credentialing of Teachers for a Linguistically and Culturally Diverse Student Population
CLAD Ô /BCLAD Ô : California Reforms in the Preparation and Credentialing of Teachers for a Linguistically and Culturally Diverse Student Population Robert Carlson Priscilla H. Walton The California Commission
More informationSummary of Recommendations Providing culturally and linguistically appropriate services is a critical component in promoting
November 9, 2015 Jocelyn Samuels Director Office for Civil Rights U.S. Department of Health and Human Services 200 Independence Avenue, SW Washington, DC 20201 Main Office 7501 Wisconsin Ave. Suite 1100W
More informationINTERPRETATION TOOLKIT
INTERPRETATION TOOLKIT TABLE OF CONTENTS INTRODUCTION Overview 3 Objectives 3 BEST PRACTICES & RECOMMENDATIONS Definitions 4 Standards 4-5 Interpretation Options 5 Step-by-step Procedures 6 Preparation
More informationMAKING THE BUSINESS CASE FOR CULTURALLY AND LINGUISTICALLY APPROPRIATE SERVICES IN HEALTH CARE: CASE STUDIES FROM THE FIELD
MAKING THE BUSINESS CASE FOR CULTURALLY AND LINGUISTICALLY APPROPRIATE SERVICES IN HEALTH CARE: CASE STUDIES FROM THE FIELD Alliance of Community Health Plans Foundation 2007 Support for this project was
More informationLimited English Proficiency (LEP)
Limited English Proficiency (LEP) Implementation Plan In the Phoenix Metropolitan Area, there are 40 different languages spoken in households where English is not the predominate language. Sixty eight
More informationLE SUEUR COUNTY HUMAN SERVICES 88 South Park Avenue Le Center, MN 56057
LE SUEUR COUNTY HUMAN SERVICES 88 South Park Avenue Le Center, MN 56057 507-357-8288 (Phone) 507-357-6122 (Fax) Limited English Proficiency (LEP) PLAN Updated February, 2012 LEP Coordinator Susan L. Rynda,
More informationNONDISCRIMINATION POLICY
NONDISCRIMINATION POLICY POLICY As a recipient of Federal financial assistance, Franciscan Health System (FHS) does not exclude, deny benefits to, or otherwise discriminate against any person on the basis
More informationMassachusetts Department of Elementary and Secondary Education
Massachusetts Department of Elementary and Secondary Education 75 Pleasant Street, Malden, Massachusetts 02148-4906 Telephone: (781) 338-3000 TTY: N.E.T. Relay 1-800-439-2370 Mitchell D. Chester, Ed.D.
More informationCITY AND COUNTY OF SAN FRANCISCO BOARD OF SUPERVISORS
CITY AND COUNTY OF SAN FRANCISCO BOARD OF SUPERVISORS BUDGET AND LEGISLATIVE ANALYST 1390 Market Street, Suite 1150, San Francisco, CA 94102 (415) 552-9292 FAX (415) 252-0461 To: Supervisor Tang Policy
More informationThe webinar will be starting shortly. Thank you!
The webinar will be starting shortly. Thank you! Welcome to the Disparities Solutions Center s Web Seminar Series Hearing All Voices: Race, Ethnicity, Language, and the Patient Experience Thursday, October
More informationOmnitrans Title VI Limited English Proficiency (LEP) Policy and Language Assistance Plan
Omnitrans Title VI Limited English Proficiency (LEP) Policy and Language Assistance Plan Introduction As a recipient of federal funding under the Federal Transit Administration s (FTA s) guidelines, Omnitrans
More informationLEGAL. Laws Affecting Equal Employment Opportunity. Certificate in Diversity Management
LEGAL Laws Affecting Equal Employment Opportunity 1 Legal Considerations Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall Federal, state, and local legislation Court decisions Presidential
More informationCertifying Medical Interpreters; Need for Public Policy
Marquette University e-publications@marquette College of Professional Studies Professional Projects Dissertations, Theses, and Professional Projects Fall 2011 Certifying Medical Interpreters; Need for
More informationLanguage Assistance Plan
Language Assistance Plan Interpretation and Translation Services for Limited English Proficient Parents/Guardians TULSA PUBLIC SCHOOLS 2013-2014 SCHOOL YEAR Language Assistance Plan Interpretation and
More informationLIMITED ENGLISH PROFICIENCY LEP TRAINING. Neighborhood Service Organization Performance Improvement Department
LIMITED ENGLISH PROFICIENCY LEP TRAINING Neighborhood Service Organization Performance Improvement Department Limited English Proficiency (LEP) What is it? What does it mean to you? How do you implement
More informationNational Standards for Culturally and Linguistically Appropriate Services (CLAS) in Health and Health Care
National Standards for Culturally and Linguistically Appropriate Services (CLAS) in Health and Health Care A Condensed Blueprint for Advancing and Sustaining CLAS Policy and Practice New Jersey Department
More informationD e p a r t m e n t o f H u m a n S e r v i c e s M o n r o e C o u n t y, N e w Y o r k
D e p a r t m e n t o f H u m a n S e r v i c e s M o n r o e C o u n t y, N e w Y o r k Maggie Brooks County Executive Kelly A. Reed Commissioner Monroe County Division Of Social Services 111 Westfall
More informationUTILIZATION OF INTERPRETERS
1. INTRODUCTION UTILIZATION OF INTERPRETERS People with limited English proficiency (LEP) and people who are deaf or hard of hearing face many barriers to health and mental health care. When communication
More informationHPSM Medi-Cal Benefits
HPSM Medi-Cal Benefits A Guide on How to Get Your Health Care Health care and insurance benefits can be difficult to understand. This guide introduces you to your basic Medi-Cal benefits, to the Health
More informationOffice guide to. Limited English Proficiency (LEP) patient care
Office guide to Limited English Proficiency (LEP) patient care About this guide: This is a resource guide for physicians and health care staff to aid them in the outpatient care of patients with limited
More informationLanguage Services: The Why and the How January 2015
Language Services: The Why and the How January 2015 0 Objectives When this course is complete, you should be able to: Recognize the importance of providing culturally and linguistically appropriate services
More information*OUSPEVDUJPO "O "TTFTTNFOU PG )PTQJUBMT JO "MBNFEB $PVOUZ
In health care, life and death decisions can depend on clear communication. Communicating in a culturally and linguistically diverse setting such as Alameda County, where residents speak over 40 different
More informationHEALTH EQUITY and LANGUAGE ACCESS
ACHIEVING ACCESS TO HEALTH FOR ALL COLORADANS JANUARY JULY 2013 2013 HEALTH EQUITY and LANGUAGE ACCESS How Language Access Issues Affect Patients, Policymakers and Health Care Providers Prepared for The
More informationLanguage Access Plan (LAP)
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 Pinal County Superior Court Pinal County Limited Jurisdiction Courts Language
More informationLanguage Access Assessment and Planning Tool for Federally Conducted and Federally Assisted Programs
Language Access Assessment and Planning Tool for Federally Conducted and Federally Assisted Programs Federal Coordination and Compliance Section Civil Rights Division U.S. Department of Justice May 2011
More informationChapter 15: Linguistically Appropriate and Culturally Competent Services. Limited English Proficiency and Language Rights Overview
Chapter 15: Linguistically Appropriate and Culturally Competent Services W ith a large percentage of Medi-Cal beneficiaries limited in their ability to understand spoken and written English, access to
More informationDepartment of Justice Language Access Plan
Department of Justice Language Access Plan March 2012 1. GENERAL LANGUAGE ACCESS POLICY a. Policy Statement 1. It is the policy of the Department of Justice that Department staff shall take reasonable
More informationOklahoma City Public Schools. Lau Plan
Oklahoma City Public Schools Lau Plan Named after the landmark Lau vs Nichols U.S. Supreme Court Decision of 1974, this document describes how OKCPS ensures an equitable education for English Language
More informationRelease #2448 Embargoed for Print Publication: Monday, August 19, 2013
THE FIELD POLL THE INDEPENDENT AND NON-PARTISAN SURVEY OF PUBLIC OPINION ESTABLISHED IN 1947 AS THE CALIFORNIA POLL BY MERVIN FIELD Field Research Corporation 601 California Street, Suite 900 San Francisco,
More informationCULTURAL COMPETENCY ANNUAL PLAN 11/2008 11/2009 CULTURAL COMPETENCY PLAN 2008
1. SUMMARY: Evercare Florida plans recognize each Evercare health plan must have a Cultural Competency Plan (CCP) that describes how care and services will be delivered in a culturally competent manner.
More informationSECTION 18 1 FRAUD, WASTE AND ABUSE
SECTION 18 1 FRAUD, WASTE AND ABUSE Annual FW&A Training Required for Providers and Office Staff 1 Examples of Fraud, Waste and Abuse 2 Fraud, Waste and Abuse Program Policy 3 Suspected Non-Compliance
More informationHow to Successfully Use San Francisco YouthWorks
SUMMER 2015 APPLICATION Thank you for your interest in applying to San Francisco YouthWorks. Please contact us at 415-202-7911 or info@sfyouthworks.org with any questions. APPLICATION DEADLINE: Friday,
More informationCOMPETENCE ASSESSMENT TOOL
Leadership,Staffing,and C o m m u n i t y InvolvementDefinitionof Community Diversity of Staff andleadershipboard Membership Human Resource ActivitiesHandlingRacial ConflictDiscriminationBias CULTURAL
More informationProviding Quality Health Care to a Multicultural America
Providing Quality Health Care to a Multicultural America Kern Health Systems commitment is to provide quality health care to our culturally and linguistically diverse member population. Cultural and Linguistic
More informationThe Oregon Health Care Interpreter Program and Health System Transformation
The Oregon Health Care Interpreter Program and Health System Transformation 6 th Annual Hawaii Conference on Language Access Dr. David Cardona, MD, MPH Overview What are HCIs and why are they important
More informationMT. SAN JACINTO COLLEGE ASSOCIATE DEGREE IN NURSING PROGRAM APPLICATION www.msjc.edu/alliedhealth
Fall Filing Period: February 1 st February 28 th It is the student s responsibility to request and ensure that all documents are in the Nursing & Allied Health Office by the application deadline. Office
More informationSTRATEGIC LANGUAGE ACCESS PLAN (LAP)
2014 Updates STRATEGIC LANGUAGE ACCESS PLAN (LAP) TO IMPROVE ACCESS TO CMS FEDERALLY CONDUCTED ACTIVITIES BY PERSONS WITH LIMITED ENGLISH PROFICIENCY (LEP) DEPARTMENT OF HEALTH & HUMAN SERVICES Centers
More informationCategory: PHSA CORPORATE. Subject/Title: LANGUAGE ACCESS POLICY. Effective Date: 1, March 2007. Approved by: PHSA EXECUTIVE LEADERSHIP COUNCIL
Category: PHSA CORPORATE Subject/Title: LANGUAGE ACCESS POLICY Reference Number: Effective Date: 1, March 2007 Approved by: PHSA EXECUTIVE LEADERSHIP COUNCIL Revision Number: 1. PREAMBLE The Provincial
More informationCoverage of Interpreter and Translation Services for Fee-For-Service Medicaid Recipients Progress Report
REPORT OF THE VIRGINIA DEPARTMENT OF MEDICAL ASSISTANCE SERVICES Coverage of Interpreter and Translation Services for Fee-For-Service Medicaid Recipients Progress Report TO THE GOVERNOR AND THE GENERAL
More informationMedical/Healthcare Interpreters in California
RESEARCH BRIEF Medical/Healthcare Interpreters in California MARCH 2012 Table of Contents Introduction... 3 Employment Trends... 3 Job Postings in California... 3 Employment Concentration... 5 Largest
More informationLinguistic Diversity of Public Mental Health Care in Jackson County, Missouri March 2009
Linguistic Diversity of Public Mental Health Care in Jackson County, Missouri March 2009 Background Like much of the United States, the population of Jackson County is increasingly diverse. Reducing disparities
More informationGUIDANCE AND STANDARDS ON LANGUAGE ACCESS SERVICES: MEDICARE PROVIDERS
Department of Health & Human Services OFFICE OF INSPECTOR GENERAL GUIDANCE AND STANDARDS ON LANGUAGE ACCESS SERVICES: MEDICARE PROVIDERS Daniel R. Levinson Inspector General July 2010 E X E C U T I V E
More informationPROVIDING TRANSLATION SERVICES FOR CUSTODIAL PARENTS WITH LIMITED ENGLISH SPEAKING ABILITY
PROVIDING TRANSLATION SERVICES FOR CUSTODIAL PARENTS WITH LIMITED ENGLISH SPEAKING ABILITY OVERVIEW In order to provide equal access to benefits for custodial parents (CPs) who have limited English speaking
More informationWA HEALTH LANGUAGE SERVICES POLICY September 2011
WA HEALTH LANGUAGE SERVICES POLICY September 2011 CULTURAL DIVERSITY UNIT PUBLIC HEALTH DIVISION . WA HEALTH LANGUAGE SERVICES POLICY WA HEALTH LANGUAGE SERVICES POLICY... 2 Foreword... 3 1 CONTEXT...
More informationHEALTHCARE INTERPRETING IN THE USA
HEALTHCARE INTERPRETING IN THE USA On the rise: interpreting services in healthcare settings Lourdes Sanchez, MS, CMI New York, NY The Beginning Migration Groups that influenced healthcare interpreting
More informationMODEL PROTOCOL. On Services for Limited English Proficient Immigrant and Refugee Victims of Domestic Violence
MODEL PROTOCOL On Services for Limited English Proficient Immigrant and Refugee Victims of Domestic Violence Prepared by Lupita Patterson for the Washington State Coalition Against Domestic Violence November
More informationDEPARTMENT OF MANAGED HEALTH CARE HELP CENTER DIVISION OF PLAN SURVEYS TECHNICAL ASSISTANCE GUIDE LANGUAGE ASSISTANCE PROGRAM SURVEY
DEPARTMENT OF MANAGED HEALTH CARE HELP CENTER DIVISION OF PLAN SURVEYS TECHNICAL ASSISTANCE GUIDE LANGUAGE ASSISTANCE PROGRAM SURVEY OF DATE OF SURVEY: PLAN COPY Issuance of this April 28, 2014 Technical
More informationCommunity Engagement and Partnerships Improve Access to Medical Homes
NatioNal CeNter for Cultural CompeteNCe GEORGETOWN UNIVERSITY CENTER FOR CHILD AND HUMAN DEVELOPMENT P R O M I S I N G P R A C T I C E S Community Engagement and Partnerships Improve Access to Medical
More informationMINNEAPOLIS PARK AND RECREATION BOARD invites applications for the position of: Business Solutions Architect (Project Manager)
MINNEAPOLIS PARK AND RECREATION BOARD invites applications for the position of: Business Solutions Architect (Project Manager) SALARY: $62,004.80 - $79,268.80 Annually OPENING DATE: 04/29/13 CLOSING DATE:
More informationLOS ANGELES ACCESS TO HEALTH COVERAGE COALITION
LOS ANGELES ACCESS TO HEALTH COVERAGE COALITION Standards and Guidelines for Outreach, Enrollment, Retention and Utilization Committing to Excellence October 2008 (Edition 2) Los Angeles Access to Health
More informationBoston Housing Authority The Four Factor Analysis for the Limited English Proficiency Policy (10/2015)
A. Mission Statement BHA Center for Community Engagement and Civil Rights Boston Housing Authority The Four Factor Analysis for the Limited English Proficiency Policy (10/2015) The goal of the Boston Housing
More informationLimited English Proficiency (LEP) Plan
CASS COUNTY HEALTH AND HUMAN SERVICES 400 Michigan Avenue PO Box 519 Walker, MN 56484 Limited English Proficiency (LEP) Plan LEP Coordinator: Kim Minton, Support Services Supervisor 218-547-1340 Financial
More informationDELAWARE DEPARTMENT OF JUSTICE LIMITED ENGLISH PROFICIENCY POLICY
DELAWARE DEPARTMENT OF JUSTICE LIMITED ENGLISH PROFICIENCY POLICY I. POLICY It is the policy of the Delaware Department of Justice (the DDOJ ) to take reasonable steps to provide timely, meaningful access
More informationImplementing Multicultural Health Care Standards: Ideas and Examples
Implementing Multicultural Health Care Standards: Ideas and Examples Implementing Multicultural Health Care Standards: Ideas and Examples The NCQA Multicultural Health Care (MHC) standards were developed
More informationA Physician s Guide to Language Interpreter Services Including an Overview of Regulations, Reimbursement Issues and Sample Forms
A Physician s Guide to Language Interpreter Services Including an Overview of Regulations, Reimbursement Issues and Sample Forms Copyright, 2004 Minnesota Medical Association Contents I. Introduction II.
More informationMT. SAN JACINTO COLLEGE ASSOCIATE DEGREE IN NURSING (LVN-RN) APPLICATION www.msjc.edu/alliedhealth
www.msjc.edu/alliedhealth Filing Period: September 1 st September 15 th Office Hours: Monday Thursday 8:00am to 5:00pm and Friday 8:00am to 11:00am It is the student s responsibility to request and ensure
More information