Language Assistance Program
Cultural and linguistic services
San Diego is a multicultural, multi-lingual community with residents from all over the world. In recognition of this fact, Sharp Health Plan offers several services for members with limited English proficiency (LEP) at no cost to the member.
Effective January 1, 2009, California law (Section 1367.04 of the California Knox-Keene Act and Section 1300.67.04, Title 28, California Code of Regulations) requires that health plans establish a Language Assistance Program (LAP) for LEP enrollees. Under this law, contracted providers are required to cooperate and comply with Sharp Health Plan’s LAP by facilitating an LEP enrollee’s access to LAP services. Sharp Health Plan provides the following language assistance services.
Linguistic matching
Members who do not select a primary care provider (PCP) are automatically assigned to a PCP based on identified language need and geography.
24-hour access to interpreters
Providers may request interpreters for members whose primary language is not English by calling Sharp Health Plan at (619) 228-2300 or 1-800-359-2002. The call center representative will request the following information:
| • | Member name, identification number, age, sex, language and country of origin (to determine the appropriate version of the requested language). |
| • | Provider information, including appointment date and time, office location, name, physician's phone number and type of appointment (e.g., ob/gyn, well-care, etc.) |
For face-to-face interpreting services, requests must be made at least three days prior to the appointment date. However, even with advance notice, some languages may not be available. In the event that an interpreter is not available for face-to-face interpreting, Sharp Health Plan can make arrangements for telephone interpreting services. Please call Sharp Health Plan at (619) 228-2300 or 1-800-359-2002 to arrange for timely language assistance services for your patient.
Translation of written material
Written information, including the member handbook, form letters, member newsletters and medical care reminders, are translated into Spanish and other languages as requested at no cost to the member. Please inform your patients that they may request translated materials by calling Sharp Health Plan at (619) 228-2300 or 1-800-359-2002.
Notices available from the Department of Managed Health Care
Informational notices explaining how members can contact Sharp Health Plan, file a complaint with the Plan, obtain assistance from the Department of Managed Health Care and seek an independent medical review are available in non-English languages through the department’s Web site. The notice and translations can be downloaded and printed from www.hmohelp.ca.gov. In addition, hard copies may be requested by writing to: Department of Managed Health Care, Attention: HMO Help Notices, 980 9th St., Suite 500, Sacramento, CA 95814.
Provider responsibilities for cultural and linguistic services
Health care providers are responsible for ensuring that patients fully understand their diagnoses and treatment guidelines regardless of their preferred language. In order to ensure that all LEP members receive access to covered benefits, Plan providers are expected to comply with federal and state requirements regarding cultural and linguistic services. It is not permissible to turn a member away or limit participation because of language barriers; to subject a member to unreasonable delays due to language barriers; nor to provide services to LEP members that are lower in quality than those offered in English.
Following the tips below will help providers and their staff communicate effectively with LEP patients and ensure compliance with federal regulations.
| • | Call Sharp Health Plan if you need help in providing language assistance services (interpretation, translated documents, etc.) for any of your Sharp Health Plan patients. |
| • | Document all requests and refusals in patients’ medical charts. |
| • | Document language requirements in patients' medical charts. |
| • | Inform patients of their right to interpreter services, at no cost to the patient, even when a patient is accompanied by a family member or friend who can provide interpretation services. |
| • | Inform patients that they may call Sharp Health Plan to request translated documents at no cost them and register their preferred languages with the plan. |
| • | Post signs in appropriate languages informing Sharp Health Plan patients of the availability of free interpreter services. |
| • | Prior to meeting with a patient, look to see if his or her language needs information has been documented in the file. |
| • | Provide periodic training to office staff on cultural competency and use of interpreters. |
| • | Remember that a patient should never be required to bring his or her own interpreter, and that a patient’s family members should not be encouraged to serve as interpreters. In addition, minors should not be used as interpreters. |
| • | To decrease the wait time and to provide timely access to care, arrange for interpreting services at the time appointments are made. |
| • | To get additional information or resources on serving patients with limited English proficiency, contact Sharp Health Plan at (619) 228-2300 or 1-800-359-2002, or at provider.relations@sharp.com. |
Additional language assistance program information for providers
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