California Leads the Nation in Patient Health Rights

In-language services now available for all Californian’s with health insurance

Monterey, CA – April 2, 2009 – In an unprecedented effort to improve health care quality for millions of Californians with Limited English Proficiency (LEP) the California Language Assistance Program (SB 853), the first law of its kind in the country, requires that all health insurers provide interpreters and translated materials at no charge to help patients better navigate the health care system and effectively communicate with their doctors and other health care providers in their own native languages.

This initiative marks the second and final phase of the California Language Assistance Program (SB 853), which required health plan compliance for HMO’s beginning January 1. Effective April 1, these requirements extend to Preferred Provider Organizations (PPO’s) and other health insurance organizations. According to the state’s Managed Health Care Department, an estimated one-third of the 21 million HMO and PPO members in California could benefit from the law.

According to U.S. Census Bureau data, 43 percent of California residents do not speak English at home, a proportion far higher than in any other state in the country. Latinos account for 19 percent of total HMO enrollment, followed by Asians (12%), African Americans (7%), and Native Americans and others (3%).

“We are very proud to be part of this groundbreaking effort and assist millions of Californians who do not speak English with interpretation and translation materials to effectively communicate with their doctors,” said Louis Provenzano, President and Chief Operating Officer of Language Line Services, the leading provider of over-the-phone and video interpretation services that is working with some of the state’s top health care plans such as Anthem Blue Cross in providing these services.

“This landmark law will significantly improve the quality of care received by patients and is an important step in reducing language and cultural barriers that get in the way of good medicine”, said Provenzano.

The absence of language services restricts access to and decreases the quality of health care for limited-English speaking individuals. One study found that over 25 percent of limited-English speaking patients who needed, but did not get, interpreter services could not understand their medication instructions.

“Now every Californian with private health coverage will receive care in the language that they speak and can understand,” said Marty Martinez, Policy Director for the California Pan-Ethnic Health Network (CPEHN), which sponsored Senate Bill 853, the law establishing the language access requirement.

“In today’s complex medical world, it is crucial to improve the communications between patients and doctors. California is making history through the implementation of this language access law, which will end the unnecessary distress and confusion many LEP health plan members have when attempting to communicate with their health care providers.”

Health care plans are responsible for ensuring that qualified interpretation services are offered to and/or arranged for LEP enrollees in a timely manner, at no cost, and at all points of contact.

“We started notifying the contracted physicians, medical groups and hospitals who participate in our health plans late last year in preparation for Senate Bill 853 so we could be in compliance with the new regulation,” said Laura Reno, Regulatory Compliance Director for Anthem Blue Cross. 

“Helping our members get important interpretation services can lead to better, more effective communication and ultimately better health care. We now have the capability to help our members communicate with plan representatives, their doctors and other health care staff in more than 100 different languages.  We are a company that champions diversity, and having such a capability allows us to simplify the connection between health, care and value for our members.”

In addition to health plan providers such as Anthem Blue Cross, advocates and consumer groups in California are working with communities to ensure that patients know their new rights, demand them from their providers, and know the process for filing a complaint if they are denied their rights.

Limited English Proficient health plan members should tell their plans, doctors, or other providers that they need language assistance when they make an appointment. Many hospitals already provide this type of assistance for emergency services. Patients can call the California Department of Managed Health Care (DMHC) Help Center at 1-888-466-2219, or visit www.healthhelp.ca.gov, if they have questions about the program.   

About Language Lines Services

Language Line Services, the global leader in telephone interpreting and language solutions, serves clients in government, health care, telecom, financial services, insurance and many other industries by quickly connecting them to their customers, patients and sales prospects in over 170 spoken languages and American sign language.

Growth of the language interpreting industry has soared with increased immigration and government regulatory policies mandating that organizations provide services to limited English speakers in their own languages.

Language Line Services is recognized as a trusted partner to thousands of clients throughout the United States, Canada and the United Kingdom, providing access to the industry's fastest language interpreting service at highly competitive rates.

For more information about Language Line Services' suite of telephone and video interpreting, document translation, interactive software-based translation, interpreter training and certification programs, please call 1 (800) 752-6096.