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Language Access, Accessibility, and Effective Communication

Sets out how the Agency gives information to patients in plain language and in a way that is accessible and timely: free qualified interpreters and written translations for people with limited English proficiency, free auxiliary aids and services for people with disabilities, the limits on using family members and children to interpret, Relay Missouri, and how the need is identified, recorded and met at every visit.

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About this policy
Policy number
MO-HH-PR-04
Version
1.0
Main rule
42 CFR §484.50(f) (adopted by 19 CSR 30-26.010(1)(A))
Library
Missouri home health · 57 policies
Category
Client rights
Sections
20

In short

  • Ask about language and communication needs at referral, and arrange help before the first visit.
  • Use a qualified interpreter, in person, by video or by phone. It is always free for the patient.
  • Never use a child to interpret, except for a moment in an emergency while you get an interpreter.
  • Do not use family members to interpret unless the patient asks in private and it is documented.
  • Use Relay Missouri or 711 for patients who are deaf or hard of hearing.
  • Record the interpreter or aid used on Form MO-HH-PR-04-A.

What's inside

20 sections. The full text comes with the One-time Policy Pack.

Full text with a package
  • Terms of Reference
  • 1. Purpose
  • 2. Scope
  • 3. Definitions
  • 4. Policy Statement (42 CFR §484.50(a)(1)(i), (c)(12), (f); 45 CFR Part 92)
  • 5. Identifying Language and Communication Needs
  • 6. Interpreters
  • 6.1 Remote Interpreting Quality
  • 7. Written Translations and Alternative Formats
  • 8. Patients With Disabilities
  • 9. Telling Patients About These Services
  • 10. Recording What Was Provided
  • 11. Concerns and Complaints
  • 12. Responsibilities
  • 13. Records and Compliance Monitoring
  • 14. Staff Training
  • 15. References
  • 16. Related Policies and Forms
  • 17. Approval
  • 18. Revision History

An inspector may ask

  • How do you identify a patient's preferred language and communication needs?
  • This patient speaks limited English. Who interpreted at the admission visit, and is that person qualified?

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