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California Health & Wellness is no longer a Medi-Cal plan starting January 1, 2024. Regardless of the county you live in, your Medi-Cal service and benefits will not be impacted by the health plan changes since you will be assigned to a new health plan. The county you live in determines your new health plan. Learn more
California Health & Wellness is no longer a Medi-Cal plan starting January 1, 2024. Regardless of the county you live in, your Medi-Cal service and benefits will not be impacted by the health plan changes since you will be assigned to a new health plan. The county you live in determines your new health plan. Learn more

21-506 Meet Members Language Needs with the Language Assistance Program

Date: 07/22/21

The Language Assistance Program (LAP) makes it easy for hospitals to help members who need interpreter services

Language assistance regulations (28 CCR 1300.67.04, CIC 10133.8.11) require all California managed care plans and health insurers to provide language assistance to members. This service must be provided to those who have:

  • Limited English proficiency (LEP).
  • Limited reading skills.
  • Hearing impairments or are deaf.
  • Diverse cultural and ethnic backgrounds.

To comply with this requirement, California Health & Wellness Plan (CHWP) created the Language Assistance Program (LAP). CHWP does not assign LAP responsibilities to hospitals. If a hospital cannot provide interpreter support for members, please contact CHWP at the number on the member’s identification (ID) card.

Members have the right to file a grievance with CHWP and to file a discrimination complaint with the Office of Civil Rights if their language needs are not met.

Hospitals cannot:

  • Ask or require members to bring their own interpreter.
  • Rely on staff, other than qualified bilingual staff, to communicate directly with members.
  • Use a minor or attending adult to interpret or help with communication, except:
    • In an emergency where a qualified interpreter is not available. Note the emergency in the member’s medical record. A parent cannot give permission for a minor child to interpret in any circumstances.
    • If the member asks for the attending adult to interpret, that adult must agree to assist and the reliance on that adult is fitting. Note in the member’s medical record the reason for the use of an attending adult as an interpreter.

Take cultural competency training

We urge all providers to take cultural competency trainings offered by the Office of Minority Health (OMH). OMH offers no-cost computer-based trainings to help providers better serve a diverse population. OMH also has a no-cost, accredited maternal health care training. CHWP does not sponsor the OMH trainings.

If you have questions about interpreter services, or for more information about cross-cultural communication, health literacy or to schedule training, contact Cultural and Linguistic Services by email or by phone at 800-977-6750.