Language Access Resources

The Cultural & Linguistic Services department of Health Plan would like to ensure our Limited English Proficiency (LEP) and/or Deaf/Hard of Hearing members have access to interpreting and translation services. We want to emphasize that being bilingual is not the same as being a qualified interpreter with specialized skills, training, and professional impartiality. For this reason, we encourage you to rely on qualified interpreters over friends or family members – especially children. Qualified interpreters improve patient outcomes and comply with federal and state regulations.

Health Plan strives to lift up our diverse community through education, collaboration, respect, and honesty. Learn more on our Culture page.

Importance of understanding equality vs equity in healthcare

Equality is not the same as equity. In terms of healthcare information, equality is fairness though uniformity providing the same resources and treatment, while equity acknowledges individual needs and providing services to overcome obstacles for access and understanding. With Limited English Proficient members(LEP) making up 36%+ of our membership, our members have diverse needs. Whether they need an interpreter during their appointment, or they need their information translated into a different language, or in a different format (i.e., braille), Cultural & Linguistic Services can help!

An example of equality vs equity in healthcare.

A healthcare professional communicating with a patient using sign language.

Choosing the best interpreting modality

Onsite Interpreting: Deaf/Hard of Hearing Patients (D/HH) or situations where it would be impractical to use a phone or VRI device (i.e., physical therapy). Longer encounters. Click Here to schedule an onsite interpreter. (insert Customer Service – HPSJ/MVHP)
Video Remote Interpreting (VRI): A secondary option for Deaf/HH patients, or encounters where facial expression, body language, and visual cues are essential (i.e., behavioral health). If your practice does not yet have existing devices, and you would like to learn more, please contact the Cultural & Linguistic Services team at CLServices@hpsj.com.
Over the Phone (OPI) Interpreting: Encounters that are quick follow-ups/check-ups and when a spoken language is needed. Please contact Provider Services at ProviderServices@hpsj.com if you are unsure of what number is the most appropriate for your practice.

Find additional information on interpreting and translation services here.

Language assistance services

All Health Plan members who speak languages other than English can ask for help. You have the right to no-cost interpreting, as well as American Sign Language. You do not have to use a friend or children to interpret for you.

An interpreter can help you:

Listen to your doctor and tell you what he/she is saying in your language
Tell your doctor what you are saying

Need help getting an interpreter in your language? Call our Customer Service Department.

NOTE: If you want a person who speaks your language to help in person at your doctor’s visit, call Customer Service at least 5 (five) working days before your scheduled appointment, or 10 (ten) working days for ASL.

Request an Interpreter