PARKLAND HEALTHfirst - Parkland Community Health Plan, Inc.

• Have the Provider Relations Staff educate providers (doctors, nurses, social workers, and other providers)
about WIC services and urge them to promote WIC services through appropriate education materials and
outreach whenever appropriate.
Special Needs of Member Populations
Transportation
PCHP is committed to minimizing this barrier by identifying members with transportation needs and
coordinating services with other community based transportation program. Providers and their staff will be
urged to help members identify and address their transportation needs. The availability of these services will be
discussed during your Provider Orientation.
Cultural Sensitivity
It is critical that PCHP and its participating providers be sensitive to the vast cultural differences that span the
PCHP population. To that end, it is critical that we, as partners, develop a culturally competent system of care –
one that acknowledges and incorporates at all levels the importance of culture, the assessment of cross-cultural
relations, vigilance towards the dynamics that result from cultural differences, the expansion of cultural
knowledge, and the adaptation of services to meet culturally-unique needs.
PCHP recipients will vary in language and culture (e.g., customs, religion, backgrounds, etc.). Our goal is to
effectively serve members of all cultures, races, ethnic backgrounds and religions in a manner that recognizes,
values, affirms, and respects the worth of the individuals and protects and preserves the dignity of each. We
must operate at a level in which cultural knowledge is high, and policies and practices are in place that produce
positive results and satisfaction from the viewpoint of the culturally diverse client.
Adhering to the policies and procedures set by CHIP, any literature that is published for informational use by
PCHP members needs to be written on a 6 th grade reading level. This will help to enhance the communication
between the CHIP population, providers, and PCHP.
Language/Interpreter Services
PCHP offers language interpretation services to translate multiple languages. PCHP does this through The
Language Line, which can be accessed by calling 1-888-814-2352. For persons that are deaf or hard of hearing,
please call TTY line at 1-800-735-2989 and ask them to call the PCHP Member Services Line at 1-888-814-
2352.
PCHP also maintains a current list of interpreters who remain available to provide interpreter services for
providers. We will arrange, with 72-hour notice, to have someone that speaks the patient’s language meet the
patient at the provider’s office when they come for their appointment. For members in need of a sign language
interpreter, PCHP will provide an approved interpreter from the American Sign Language Association.
Trained interpreters must be used when technical, medical, or treatment information is to be discussed, or where
the use of a family member or friend is inappropriate. Family members, especially children, should not be used
as interpreters in assessments, therapy and other situations where impartiality or confidentiality is critical unless
specifically requested by the member.
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