To ensure compliance with all applicable federal and state Federal civil rights laws.
VORI HEALTH MEDICAL GROUP, PLLC, a Tennessee professional limited liability company and its affiliated professional entities (collectively, “VHMG”), will take reasonable steps to ensure that persons with Limited English Proficiency (“LEP”) have meaningful access and an equal opportunity to participate in our services, activities, programs and other benefits. The policy of VHMG is to ensure meaningful communication with LEP patients/clients and their authorized representatives involving their medical conditions and treatment. The policy also provides for communication of information contained in vital documents, including but not limited to, waivers of rights, consent to treatment forms, financial and insurance benefit forms, etc. All interpreters, translators and other aids needed to comply with this policy shall be provided without cost to the person being served, and patients/clients and their families will be informed of the availability of such assistance free of charge.
Language assistance will be provided through use of competent bilingual staff, staff interpreters, contracts or formal arrangements with local organizations providing interpretation or translation services, or technology and telephonic interpretation services. All staff will be provided notice of this policy and procedure, and staff that may have direct contact with LEP individuals will be trained in effective communication techniques, including the effective use of an interpreter.
VHMG will conduct a regular review of the language access needs of our patient population, as well as update and monitor the implementation of this policy and these procedures, as necessary.
1. IDENTIFYING LEP PERSONS AND THEIR LANGUAGE
VHMG will promptly identify the language and communication needs of the LEP person. Patients can contact VHMG at hello@vorihealth.com or customer support 1-866-719-9611 to identify as LEP person in need of a qualified interpreter when scheduling an appointment. If a patient is scheduling an appointment in person, if necessary, staff will use a language identification card (or “I speak cards,” available online at www.lep.gov). In addition, when records are kept of past interactions with patients (clients/residents) or family members, the language used to communicate with the LEP person will be included as part of the record.
2. OBTAINING A QUALIFIED INTERPRETER
The Vori Health Operations Team at serviceops@vorihealth.com is responsible for:
(a) Maintaining an accurate and current list showing the name, language, phone number and hours of availability of bilingual staff;
(b) Contacting the appropriate bilingual staff member to interpret, in the event that an interpreter is needed, if an employee who speaks the needed language is available and is qualified to interpret;
(c) Obtaining an outside interpreter if a bilingual staff or staff interpreter is not available or does not speak the needed language.
Lionbridge Technologies, Inc. has agreed to provide qualified interpreter services. The agency’s telephone number is 1-866-267-0437 and the hours of availability are 24 hours a day, 365 days a year.
Some LEP persons may prefer or request to use a family member or friend as an interpreter. However, family members or friends of the LEP person will not be used as interpreters unless specifically requested by that individual and after the LEP person has understood that an offer of an interpreter at no charge to the person has been made by the facility. Such an offer and the response will be documented in the person’s file. If the LEP person chooses to use a family member or friend as an interpreter, issues of competency of interpretation, confidentiality, privacy, and conflict of interest will be considered. If the family member or friend is not competent or appropriate for any of these reasons, competent interpreter services will be provided to the LEP person.
Children and other clients/patients/residents will not be used to interpret, in order to ensure confidentiality of information and accurate communication.
3. PROVIDING WRITTEN TRANSLATIONS
(a) When translation of vital documents is needed, each unit in VHMG will submit documents for translation into frequently encountered languages to serviceops@vorihealth.com. Original documents being submitted for translation will be in final, approved form with updated and accurate legal and medical information.
(b) VHMG will provide translation of other written materials, if needed, as well as written notice on the Vori Health website or app of the availability of translation, free of charge, for LEP individuals.
(c) VHMG will set benchmarks for translation of vital documents into additional languages over time.
4. PROVIDING NOTICE TO LEP PERSONS
VHMG will inform LEP persons of the availability of language assistance, free of charge. At a minimum, notices and signs will be posted and provided in intake areas and other points of entry, including, but not limited to the Vori Health website and digital app, etc.
5. MONITORING LANGUAGE NEEDS AND IMPLEMENTATION
On an ongoing basis, VHMG will assess changes in demographics, types of services or other needs that may require reevaluation of this policy and its procedures. In addition, VHMG will regularly assess the efficacy of these procedures, including but not limited to mechanisms for securing interpreter services, equipment used for the delivery of language assistance, complaints filed by LEP persons, feedback from patients and community organizations, etc.
Approved by: Mary I. O’Connor, MD, Chief Compliance Officer and Chief Medical Officer
