Search Frequenty Asked Questions

The Medicare Advantage Organization National QAPI Project for 2003

From this page you can access a number of documents that will assist you in designing, conducting, and implementing the 2003 national quality assessment performance improvement (QAPI) project on clinical health care disparities or culturally and linguistically appropriate services. If you have questions, please contact Trisha Kurtz at pkurtz@cms.hhs.gov.

1.  Providing Oral Linguistic Services: A Guide for Managed Care Plans.

• This link provides a copy of the Guide with pictures.  The 108- page document includes the cover page, table of contents, acronym list, executive summary, acknowledgements, a step by step process for providing oral linguistics services that includes case study examples, and resources. download zipped *.pdf (241k)  You can obtain a hard copy of the Guide from the Agency for Healthcare Research and Quality.   Information on ordering the Guide can be found at:  http://www.ahrq.gov/about/cods/cultcomp.htm
  
  
• A copy of the Guide without pictures.  To assist those that might want to download a copy of the guide that does not contain pictures, we have provided this link. download zipped *.pdf (202k)
  
  
• Table of Contents for all the appendices, as well as a Table of Contents for each appendix (A through J). download zipped *.pdf (36k)
  
  
• Table 1: Levels and Sources of Language Data. Insert this table on page 27 of the Guide. download zipped *.pdf (70k)
  
  
• Table 2: Oral Linguistic Points of Contact. Insert this table on page 56 of the Guide. Table_2 download zipped *.pdf (80k)
  
  
• Table 3: Analysis of Interpreter Strategies. Insert this table on page 70 of the Guide. download zipped *.pdf (128k)
  
  
• Table 4: Advantages and Disadvantages of Different Types of Face-to-Face Interpreter Services. Insert this table on page 71 of the Guide. download zipped *.pdf (50k)

• Appendix A contains two distinct components: (A-I) Linguistic Assessment Tools for Health Care Organizations, and (A-II) Oral Linguistic Self Assessment Tools for Staff and Providers.  The following tools are available in A-I:
  
  
  • Checklist to Facilitate the Development of Linguistic Competence within Primary Health Care Organizations. download zipped *.pdf (115k)
    
    
  • Cultural Competency Self-Assessment Tool. download zipped *.pdf (330k)
    
    
  • Cultural Competency Self-Assessment Protocol Code Book. download zipped *.pdf (139k)
    
    
  • CLAS Standards Assessment Tool. download zipped *.pdf (110k)
    
    
  • Language Access Questionnaire for Managed Care Contractors that Receive Federal Funding. download zipped *.pdf (244k)
    
    
  The following tools are available in A-II.
  • 
    
    
  • Promoting Cultural and Linguistic Competence: Self-Assessment Checklist for Personnel Providing Primary Health Care Services. download zipped *.pdf (134k)
    
    
  • Patient Satisfaction Survey. download zipped *.pdf (157k)
    
    
  • Provider Self-Assessment Survey. download zipped *.pdf (144k)
    
    
  
  Appendix B.
  
  
• Criteria for Selecting an Interpreter Service. download zipped *.pdf (70k)
  
  
• Appendix C.
  
  
• Top 10 Myths About Language and About People Who Speak Other Languages. download zipped *.pdf (88k)
  
  
• Appendix D.
  
  
• Guidelines for Working with Spoken Language Interpreters. download zipped *.pdf (82k)
  
  
• Appendix E.
  
  
• "I Speak" Card (Language Identification Flashcard). download zipped *.pdf (113k)
  
  
• Appendix F.
  
  
• Interpreter Standards. Standards download zipped *.pdf (80k)
  
  
• Code of Ethics. download zipped *.pdf (84k)
  
  
• Appendix G.
  
  
• Employee Language Skills Survey. download zipped *.pdf (82k)
  
  
• Appendix H.
  
  
• Physician and Staff Language Survey Form. download zipped *.pdf (108k)
  
  
• Appendix I.
  
  
• Interpreter Satisfaction Survey. download zipped *.pdf (87k)
  
  
• Provider Satisfaction Survey of Interpretation Services. download zipped *.pdf (71k)
  
  
• Appendix J.
  
  
• List of Managed Care Plans Interviewed for this Guide. download zipped *.pdf (76k)
  
  

2. Planning Culturally and Linguistically Appropriate Services: A Guide For Managed Care Plans

• This link provides a copy of the Guide with pictures. The 114- page document includes the cover page, table of contents, acronym list, executive summary, acknowledgements, background, information on how to conduct a CLAS assessment, information on three broad areas of focus for improving CLAS, references, case study examples, and resources. download zipped *.pdf (261k)   You can obtain a hard copy of the Guide from the Agency for Healthcare Research and Quality. Information on ordering the Guide can be found at:  http://www.ahrq.gov/about/cods/cultcomp.htm
  
  
• A copy of the Guide without pictures. To assist those that might want to download a copy of the guide that does not contain pictures, we have provided this link. download zipped*.pdf (219k)
  
  
• Table of Contents for all the appendices, as well as a Table of Contents for each appendix (A through D) download zipped*.pdf (15k)
  
  
Appendix A.


• Developing a Partnership with the Ethnic Community. download zipped*.pdf (79k)
  
  
Appendix B. (contains three distinct sections)

Section B-I contains the following:

Checklist to Facilitate the Development of Culturally and Linguistically Competent Primary Health Care Policies and Structures. download zipped*.pdf (79k)


• CLAS Standards Assessment Tool. download zipped*.pdf (131k)
  
  
• A Practical Guide for Implementing the Recommended National Standards for Culturally and Linguistically Appropriate Services in Health Care. download zipped*.pdf (129k)
  
  
• Institutional Audit Checklist #1: Present and Future Patient Demographics. download zipped*.pdf (7k)
  
  
• Institutional Audit Checklist #2: Present Staff Demographics. download zipped*.pdf (7k)
  
  
• Institutional Audit Checklist #3: Assessment by Leadership. download zipped*.pdf (5k)
  
  
• Institutional Audit Checklist #4: Evaluation of Current Actions to Enhance Cultural & Linguistic Competence. download zipped*.pdf (7k)
  
  
• Institutional Audit Checklist #5: Patient/Community Access to Culturally and Linguistically Appropriate Care. download zipped*.pdf (11k)
  
  
• Institutional Audit Checklist #6: Community Involvement, Input and Support. download zipped*.pdf (6k)
  
  
Health Plan CLAS Survey Summary. download zipped *.pdf (52k)


• Health Plan CLAS Survey-Quality. download zipped*.doc (51k)
  
  
• Health Plan CLAS Survey-Membership. download zipped*.doc (46k)
  
  
• Health Plan CLAS Survey-Providers. download zipped*.doc (47k)
  
  
• Health Plan CLAS Survey-Administration. download zipped*.doc (35k)
  
  
• Cultural Competency Self-Assessment Tool. download zipped*.pdf (309k)
  
  
• Cultural Competency Self-Assessment Protocol Code Book. download zipped*.pdf (127k)
  
  
Section B-II contains the following:

• Checklist to Facilitate the Development of Linguistic Competence within Primary Health Care Organizations. download zipped*.pdf (101k)
  
  
• Language Access Questionnaire for Managed Care Contractors that Receive Federal Funding. download zipped*.pdf (236k)
  
  
Section B-III contains the following:


• Promoting Cultural and Linguistic Competency: Self-Assessment Checklist for Personnel Providing Primary Health Care Services. download zipped*. Pdf (122k)
  
  
• Patient Satisfaction Survey. download zipped*.pdf (144k)
  
  
Provider Self-Assessment Survey. download zipped*.pdf (134k)

Appendix C.

• UCare Provider Manual_Chapter 11. download zipped*.pdf (203k)
  
  
Appendix D.


• List of Managed Care Plans Interviewed for the Guide. download zipped*.pdf (76k)
  
  

3. Best Practices for Culturally and Linguistically Appropriate Services in Managed Care Conference: June 3 and 4, 2002 in Research Triangle Park, North Carolina.   The following files represent a compilation of the sessions presented at the conference.

• The Conference Binder Cover download zipped *.pdf (619k)
  
  
• August 5, 2002, Letter to Medicare Advantages Organizations from Robert Donnelly download zipped *.doc (7k)
  
  
• One page description and overview of the conference download zipped *.doc (4k)
  
  
• The two-day conference agenda download zipped *.pdf (1.5mb)
  
  
• A six page executive summary that discusses the structure and purpose of the conference, state and federal CLAS requirements, CMS QAPI requirements, demographics and the rationale for CLAS, alternative approaches and plan experience, operational issues and concerns, and technical assistance and resources download zipped *.doc (11k)
  
  
• Presentation by Patricia Kurtz of the Centers for Medicare & Medicaid Services on "The Year 2003 National Project Requirements for Medicare Advantage Organizations: Goals and Data Issues." download zipped *.ppt (16k)
  
  
• Presentation by Beatriz Soliz of LACare Health Plan on "CLAS Requirements for Medicaid Managed Care Plans: One States's Perspective." download zipped *.ppt (75k)
  
  
• Presentation by Margaret Gunter of Lovelace Clinic on "Health Plan Guides to CLAS Projects: Interpreter Services and CLAS Strategic Plan Development." download zipped *.ppt (848k)
  
  
• Presentation by Dennis Andrulis of State University of New York, Downstate Medical Center, Brooklyn, NY on "The Importance of Providing Oral Language Interpretation Assistance to Enrollees with Limited English Proficiency." download zipped *.ppt (139k)
  
  
• Presentation by Hao Duong of CALOptima on "Meeting LEP Members' Language Needs in a Provider Network." download zipped *.ppt (628k)
  
  
• Presentation by Geoffrey Vitrano of United Healthcare on "United Healthcare's Approach for Providing Oral Assistance to Enrollees with LEP." download zipped *.ppt (3mb)
  
  
• Presentation by Patricia Walker of Health Partners on "Our Approach to Cultural Competence in Health Care." download zipped *.ppt (30.2mb)
  
  
• Presentation by Kelvin Quan of Alameda Alliance for Health on "Cultural Competency Assessment & Benefits." download zipped *.ppt (1.4mb)
  
  
• Presentation by Kim Green of UCare Minnesota on "Realities of Organizational Assessment: Steps in a Cultural Competence Journey." download zipped *.ppt (55k)
  
  
• Presentation by Robert Berenson on "The Business Case for CLAS." download zipped *.ppt (8k)
  
  
• Presentation by Jack Ebeler of the Alliance of Community Health Plans on "Challenges and Opportunities for Addressing CLAS in Managed Care." download zipped *.ppt (1mb)
  
  
• Presentation by Shani Dowd of Harvard Pilgrim Health Plan on "Improving Cultural Competence: A Systems Perspective." download zipped *.ppt (352k)
  
  
• Presentation by Priscilla Mendenhall of Northern Virginia Area Health Education Center on "Planning and Implementing Interpreter Services." download zipped *.ppt (14k)
  
  
• Presentation by Victoria Clark of Scott & White Health Plan on "Language Listing Team." download zipped *.ppt (237k)
  
  
• Presentation by Beatriz Soliz of LACare Health Plan on "Addressing the Need of Interpreter Services in a Complex Setting: Medicaid Managed Care." download zipped *.ppt (1.7mb)
  
  
• Presentation by Chis Law of Oxford Health Plan on "Building Workforce Diversity." download zipped *.ppt (177k)
  
  
• Presentation by Vivian Tate of Humana Health Plan on "Diversity Training and Education Initiative." download zipped *.ppt (93k)
  
  
• Presentation by Shelley Roth of Kaiser Permanente on "Balancing the Scales of Opportunity: Ensuring Racial and Ethnic Diversity in the Health Care Work Force." download zipped *.ppt (1mb)
  
  
• Presentation by Linda Sawyer of California Medical Review, Inc. on "Preparing for 2003: QAPI Strategies." download zipped *.ppt (537k)
  
  
• Presentation by Lucy Ricketts of Passport Health Plan on "Moving Towards Cultural Proficiency." download zipped *.ppt (5mb)
  
  
• Presentation by Mary Beth East of Wellpoint on "Cultural Competency Makes A Difference." download zipped *.ppt (100k)
  
  
• List of Conference Participants download zipped *.pdf (17k)