Cultural Competency Corner - Fall 2002

As a regular feature of Messenger, the Cultural Competency Corner strives to remind all participating practitioners of the critical nature of communicating with all Keystone Mercy members, including those with limited English proficiency, low literacy proficiency and/or sensory impairments. One key to assure that all members are receiving proper health care services is the ability of the member and practitioners to communicate effectively.

To support this communication effort, Keystone Mercy maintains dedicated telephone lines for members who speak English, Spanish and Russian. These lines are staffed by English, Spanish and Russian speaking Member Services Representatives. If a member speaks a language other than English, Spanish or Russian, the Keystone Mercy Member Services Representative uses the services of Language Line Services, a telephone interpretation service available 24hours/day, 7 days per week, to communicate with the member.

Section 601 of Title VI of the Civil rights Act of 1964 requires Keystone Mercy, as well as our contracted providers, take responsible steps to provide services and information in appropriate languages other than English, and for the sensory impaired. If practitioners cannot provide the interpreter services, Keystone Mercy will assist the coordination of qualified interpreters to accompany members, who are hearing impaired or who have limited English proficiency, to health care appointments.

If you have further questions pertaining to the provision of services to members with limited English proficiency, low literacy proficiency and/or sensory impairments, please contact our Member Services Department at 1-800-521-6860.