Central California Alliance For Health


Cultural and Linguistic Services Program

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The Alliance Cultural and Linguistic (C&L) Services Program strives to provide culturally and linguistically appropriate health care and services for our members regardless of race, color, national origin, creed, ancestry, religion, language, age, marital status, sex, sexual orientation, gender identity, health status, physical or mental disability, or identification with any other persons or groups.

Additionally, C&L Services ensures that all members have access to health care providers and services in their language of choice.

We accomplish this in the following ways:

• Providing Language Assistance Services for members with Limited English
   Proficiency (LEP) or who are deaf or hard of hearing

• Conducting a Group Needs Assessment (GNA) every five years

• Providing Cultural Competency and Health Literacy tools to our contracted
   providers to improve provider-patient communication

For information about our Cultural and Linguistic Services Program, please call the Alliance Health Education line at (800) 700-3874 ext. 5580 or email us at Cultural & Linguistics Services Program.

Alliance Services

Language Assistance Services

Please see our Interpreter Services Provider Quick Reference Guide for more information on our telephonic and face-to-face interpreting services, including the access code and request process.

The Alliance offers interpreter services for eligible Alliance members with Limited English Proficiency (LEP) or who are Deaf
or Hard of Hearing.

All services are free of charge to providers and members.

Telephonic: Providers may access a telephonic interpreter directly 24 hours a day, 7 days a week.

Call Pacific Interpreters at (855) 469-5222 to connect with a telephonic interpreter and provide the Alliance provider access code: 844038.

To see a complete list of languages offered by Pacific Interpreters, see the Over-the-Phone Interpreting Language list.

Face-to-Face: Prior approval is required to access all face-to-face interpreter services.

To request a face-to-face interpreter, please call the Alliance Health Education Line at (800) 700-3874, ext. 5580 or submit a Face-to-Face Interpreter Request form via fax to (831) 430-5850.

Face-to-face interpreter requests should be made within 5-7 business days for all American Sign Language (ASL) requests and 7-10 business days for all non-ASL requests.

Note: All non-ASL requests require additional medical documentation in order to establish eligibility.

Alliance Interpreter Services Quick Reference Guide
Tips for working with interpreters

Summary of Language Assistance Services Requirements

Federal and State laws require medical providers to offer qualified interpreters when needed. Using an untrained interpreter may result in miscommunication of medical information and compromise quality of care. The Alliance discourages providers from using family members or any unqualified personnel as interpreters.

Per Federal and State regulations and Alliance contracts, Alliance medical providers must:

• Offer LEP and hearing-impaired patients a qualified interpreter at no cost to the patient.

• Not require patients to bring their own interpreters or suggest that they use a friend or family member to interpret. Using an untrained interpreter may result in miscommunication of medical information and compromise quality of care.

• Document every patient’s language in the medical record.

• Document in the medical record if the patient refuses an interpreter and prefers to use a family member or friend.

For more information, please visit California Department of Health Care Services and U.S. Department of Health & Human Services.

Additional Information

Documentation of Preferred Language

Provider offices must document member’s preferred language (if other than English) in the medical record. Provider offices must also document the request and refusal of language/interpretation services in the member’s medical records.

Providers may use this label template to document a patients’ preferred language and/or refusal of interpreter services.

Provider Services Department

To request language assistance materials, please contact a Provider Services Representative at (800) 700-3874, ext. 5504.

How to Report a Concern or Suggestion

The Alliance would like to hear from our providers with ideas on how we can improve our Cultural and Linguistic Services Program. Please send your suggestions to Cultural & Linguistics Services Program or contact a Provider Services Representative at (800) 700-3874, ext. 5504.

To report any concerns or issues you may be experiencing with our language assistance services, please use the form below.

Interpreter Services Quality Assurance Form

Cultural and Linguistic Group Needs Assessments

The Alliance conducts a comprehensive Group Needs Assessment (GNA) of our membership every five years to identify the cultural and linguistic needs of our members, as well as gaps in services.

The GNA also addresses the special needs of Seniors and Persons with Disabilities (SPDs), children with special health care needs, and members with Limited English Proficiency. We use the GNA to help us improve services for both members and providers.

2011 GNA Report

• 2016 GNA Report
  – Santa Cruz and Monterey counties
  – Merced County

Cultural Competency and Health Literacy Tools for Providers


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