providers

Provider Language Documentation Requirements

HPSM has two language documentation requirements for providers around informing HPSM about members’ language preferences and your staff's language capabilities.

1. For members with limited English proficiency

Document their language preferences and the language services you offered (other than English)

  • Document the member’s primary language in their medical record. 
  • At every point of care (onsite or virtual), inform the member that they have access to phone and video interpreters at no cost and offer to get an interpreter.
  • Document the date that you offered interpreter services and indicate whether the member agreed or declined assistance.

You can update your Provider Directory listing in the Provider Portal. 

Providers are prohibited from suggesting that HPSM members use family members (including minors) or friends as informal interpreters. If a member refuses professional interpreter services and insists on using a family member or friend, you must document the member’s preference in their medical record. Learn why it is better to use a professional interpreter.

2. For your staff

Document your staff's bilingual capabilities and keep HPSM informed of changes.

Because we publish the language capabilities of all network providers in our Provider Directory, providers must inform Provider Services about:

  • The availability of practitioners and staff who are fluent in the preferred languages of assigned members, including:
    • Demonstration of proficiency in preferred languages.
    • Self-assessment of language proficiency.
    • Number of years’ experience working as a qualified medical interpreter (if any).
  • Changes to staffs' language proficiencies – for example:
    • If a staff member who speaks a preferred language no longer works for the practice.
    • If a staff member is hired who is fluent in a preferred language.

For more details, see the Provider Language Assistance Checklist.