Provider Language Documentation Requirements
HPSM has two documentation requirements for providers regarding language assistance services:
1. Document the member's language preferences and language services that were offered (other than English)
- For members with limited English proficiency, document their primary language in their medical record
- At every point of care (onsite or virtual) inform members that they have access to phone and video interpreters free of charge and offer to get an interpreter
- Document the date that interpreter services were offered and indicate whether member agreed or declined assistance
You can update your provider directory listing in the provider portal.
Providers cannot suggest that HPSM members use family members (including children) or friends as informal interpreters If a member refuses professional interpreter services and insists on using a family member or friend, the provider must document the
member’s preference in their medical record. Learn why it is better to use a professional interpreter.
2. Document your staff's bilingual capabilities and keep HPSM informed of changes
Because HPSM publishes the language capabilities of all network providers in its provider directories, 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 staff’s language proficiencies (e.g., if a staff member who speaks a preferred language no longer works for the practice)