Help In Another Language And For People With Disabilities: How Can I Get Help?

Healthy Way LA » Member Handbook » Help – Languages & Disabilities

(Source: HWLA Member Handbook 2011 – 2012)

Information In Other Languages
You have the right to receive all member materials in one of the following six languages: English, Spanish, Armenian, Chinese, Korean and Tagalog. Call Member Services if you need any member materials to be translated to you over the phone in a language other than those six listed above.

Interpreters For Members Who Don’t Speak English Or Are Hearing Or Speech Impaired

We know doctors and other providers must understand you so that you can get the health care services you need. Laws like the Civil Rights Act of 1964 and the Americans with Disabilities Act (ADA) of 1990 protect you if you do not speak English or have a disability and need help communicating with your doctor. Your medical home or hospital can’t deny services to you because you do not speak English or have a disability. You have the right to free interpreting services including American Sign Language interpreters when getting health care services. An interpreter is a person who helps you understand what is being said by the person who is giving you care by repeating or restating what was said in your language or in a way that you can understand. An interpreter also tells the other person what you said, but in the language that person understands. This allows people who speak different languages or who use sign language to talk with and understand each other. This is also more private because you are not using your child, family member or friend to interpret for you. If you need interpreting services Interpreting services in your language, including American Sign Language, are free – 24 hours a day, seven (7) days a week. Call HWLA Member Services at 1-877-333-4952 if you need interpreting services. We will work with you and your medical home to make sure you can have services in a language you understand. California Relay Service – The California Relay Service (CRS) helps a person using a TTY to communicate by phone with a person who does not use a TTY. CRS can also help a non-TTY user call a TTY user. Trained operators take phone calls and help hearing people and non-hearing people communicate. Free statewide access for voice or TTY/TDD is 1-888-877-5379 voice (SPRINT) or 1-800-735-2922 voice (MCI). Members and providers can also dial 711 on their phones to call the California Relay Service directly.

We know doctors and other providers must understand you so that you can get the health care services you need. Laws like the Civil Rights Act of 1964 and the Americans with Disabilities Act (ADA) of 1990 protect you if you do not speak English or have a disability and need help communicating with your doctor.

Your medical home or hospital can’t deny services to you because you do not speak English or have a disability. You have the right to free interpreting services including American Sign Language interpreters when getting health care services. An interpreter is a person who helps you understand what is being said by the person who is giving you care by repeating or restating what was said in your language or in a way that you can understand. An interpreter also tells the other person what you said, but in the language that person understands. This allows people who speak different languages or who use sign language to talk with and understand each other. This is also more private because you are not using your child, family member or friend to interpret for you.

If you need interpreting services Interpreting services in your language, including American Sign Language, are free – 24 hours a day, seven (7) days a week.

Call HWLA Member Services at 1-877-333-4952 if you need interpreting services. We will work with you and your medical home to make sure you can have services in a language you understand.

California Relay Service – The California Relay Service (CRS) helps a person using a TTY to communicate by phone with a person who does not use a TTY. CRS can also help a non-TTY user call a TTY user. Trained operators take phone calls and help hearing people and non-hearing people communicate.

Free statewide access for voice or TTY/TDD is 1-888-877-5379 voice (SPRINT) or 1-800-735-2922 voice (MCI). Members and providers can also dial 711 on their phones to call the California Relay Service directly.

Protection For People With Disabilities
The Americans with Disabilities Act (ADA) of 1990 is a law that protects people with disabilities from being treated unfairly. A disability is a physical or mental condition that totally or seriously limits a person’s ability in at least one major life activity. This law protects people who: Are any age, who have disabilities Have disabilities such as hearing, speech or vision loss, developmental disabilities, and other types of disabilities May not look like they have a disability or had a disability in the past The ADA makes sure there are equal chances for people with disabilities in employment and in state and local government services, including health care. A medical home or hospital can’t deny you services because you cannot hear well, cannot see well, or have other disabilities. Call Member Services right away if you don’t get the services you need or if services are hard to get. Here are some telephone numbers that can help you if you have a disability or want more information about the Americans with Disabilities Act (ADA): ADA Information Line: 1-800-514-0301 (Voice) or 1-800-514-0383 (TDD) Remember: Tell your medical home if you need an interpreter, require extra time during your visit, or need help because of a disability.

Protection For People With Disabilities

The Americans with Disabilities Act (ADA) of 1990 is a law that protects people with disabilities from being treated unfairly. A disability is a physical or mental condition that totally or seriously limits a person’s ability in at least one major life activity. This law protects people who:

Are any age, who have disabilities
Have disabilities such as hearing, speech or vision loss, developmental disabilities, and other types of disabilities
May not look like they have a disability or had a disability in the past

The ADA makes sure there are equal chances for people with disabilities in employment and in state and local government services, including health care.

A medical home or hospital can’t deny you services because you cannot hear well, cannot see well, or have other disabilities. Call Member Services right away if you don’t get the services you need or if services are hard to get.

Here are some telephone numbers that can help you if you have a disability or want more information about the Americans with Disabilities Act (ADA):

ADA Information Line:
1-800-514-0301 (Voice) or
1-800-514-0383 (TDD)

Remember: Tell your medical home if you need an interpreter, require extra time during your visit, or need help because of a disability.

Complaints
You can also file a complaint if: You can’t get an interpreter You couldn’t get information in your language You feel that you were denied services because of a disability You can learn more about this in the “Complaints: What should I do if I am unhappy?” section of this handbook.

Complaints

You can also file a complaint if:

You can’t get an interpreter
You couldn’t get information in your language
You feel that you were denied services because of a disability
You can learn more about this in the “Complaints: What should I do if I am unhappy?” section of this handbook.

Help In Another Language And For People With Disabilities: How Can I Get Help?

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