Back to Chapter 6 Table of Contents
Please email, fax, or mail the completed form to: Valley Health Plan Attention: Language Assistance Program 2480 N. First Street, Suite #160 San Jose, CA 95131 Email: memberservices@vhp.sccgov.org Fax: 1.408.885.4425
Training and Education Providers are expected to ensure that all employed or contracted providers and their staff receive appropriate education and training regarding VHP’s LAP through a formal process. Regulations require that any provider who utilizes bilingual office staff as translators must ensure that the translator demonstrates proficiency at the minimum standards set forth below: • A demonstrated and properly documented proficiency in both English and the other language. • A fundamental knowledge in both languages of health care terminology and concepts relevant to health care delivery systems. • Education and training in interpreting ethics, conduct, and confidentiality.
Monitoring LAP Compliance VHP’s LAP annual compliance audit includes: 1. Monitoring VHP’s internal organization, vendors, and contracted providers for compliance with regulatory standards for the LAP, including the availability, quality, and utilization of language assistance services; 2. Tracking grievances and complaints related to its LAP; 3. Tracking language attestations and/or language capability disclosure forms; and 4. Documenting actions taken to correct problems.
Inclusion and Culturally Responsive Health Care VHP considers inclusion an important part of the delivery of care. Therefore, VHP expects all of its network providers to treat members equally regardless of race, color, creed, sex, religion, age, national origin, ancestry, marital status, sexual preference, health status, income status, program membership or physical or behavioral disabilities except where medically required. VHP acknowledges the impact of culture, diversity, and language preference on providing culturally responsive health care. VHP encourages providers to recognize and address a LEP member’s needs alongside VHP’s efforts to assist LEP members. It is the goal of VHP to recognize and address concerns when a communication breakdown occurs, whether due to an existing language barrier, or differences in cultural expectations such as health beliefs and practices that may affect member engagement or adherence to treatment plans. It is the policy of VHP to continue to enhance and implement policies and initiatives that improve access and eliminate disparities for individuals with limited English proficiency and non-English speaking individuals and to comply with Senate Bill (SB) 835 LAP regulations.
p.49
2021 / Provider Manual
CH 6: Cultural, Linguistics, & Disability Access Requirements & Services
