Supporting Cultural Competency and Language Access Services
Cultural competency in health care describes the ability of systems to provide care to patients with diverse values, beliefs, and behaviors, including the tailoring of health care delivery to meet patients’ social, cultural, and linguistic needs. A culturally competent health care system acknowledges the importance of culture, incorporates the assessment of cross-cultural relations, recognizes the potential impact of cultural differences, expands cultural knowledge, and adapts services to meet culturally unique needs. Ultimately, cultural competency is recognized as an essential means of reducing racial and ethnic disparities in health care.
Purpose of Cultural Competence
Blue Cross Blue Shield of Arizona Health Choice has a Cultural Competency Program, which includes a Cultural Competency Plan (CCP). The vision of the cultural program is to ensure all members have access to quality health care and can achieve their potential for health and well-being. The program is managed on a set of principles that guide our decision-making and practices for collaboration.
Our plans are designed to guarantee a member’s right to be treated fairly and with respect without regard to age, ethnicity, race, sex (gender), religion, national origin, creed, tribal affiliation, ancestry, gender identity, sexual orientation, marital status, genetic information, socio-economic status, physical or intellectual disability, ability to pay, mental/physical diagnosis and/or cultural and linguistic need. We ensure delivery of services in consideration of the member’s preferred language, English proficiency, literacy, and visual and auditory abilities.
Our approach to honoring diversity is by understanding the core needs of those in our service areas and designing services and materials to meet those unique needs strategically. We oversee and manage the delivery of services with the understanding that these needs must be met within the context of varying human behavior, which includes but is not limited to thought, communication, actions, customs, beliefs, and values. With these key elements in mind, our CCP aims to ensure:
- We meet the unique, diverse needs of the populations we serve,
- Our staff value, foster, and embrace diversity within the organization,
- Services are provided in a culturally and linguistically competent manner to all enrollees, including those with Limited English Proficiency (LEP),
- Members with LEP have their communication needs met, and
- Our provider partners fully recognize and are sensitive to the cultural and linguistic differences of the populations we serve.
The delivery of culturally and linguistically competent health care and services requires health care providers and/or employees to possess a set of attitudes, skills, behaviors, and policies which enable the organization and staff to work effectively in cross-cultural situations. It reflects an understanding of the need for acquiring and using knowledge of the unique health-related beliefs, attitudes, practices, and communication patterns to improve services, strengthen programs, increase community participation, and eliminate disparities in health status among diverse population groups.
Jeanette Mallery, M.A.
Culture and Diversity Council, Chair
Jeanette.Mallery@AZBlue.com
The purpose of language services is to ensure meaningful and effective communication between members, internal staff, and provider staff by meeting the needs of individuals with limited English proficiency.
Our plan and our subcontracted providers must make oral interpretation services and translation services available to persons and/or their families with Limited English Proficiency (LEP) at all points of contact. This is to ensure appropriate delivery of mental health and physical health services for individuals. Oral interpretation and sign language (ASL) services are provided at no charge to the member and/or the member’s family. These services ensure access to qualified interpreters who are trained in healthcare terminology. Oral interpretive services must be provided by qualified interpreter staff, qualified bilingual staff, contracted qualified interpreters, telephone interpretation services, video remote interpretation services, or from a qualified individual provider office, agency, or facility. Sign language services are to be provided by licensed interpreters for the deaf and the hard of hearing pursuant to A.R.S. § 36-1946. We provide these services to our members when communication occurs with our staff.
Provider Responsibility: Our providers are to deliver interpretation and translation services in accordance with Federal and State requirements when communicating with our members. Providers must notify patients of their rights to language services at all points of contact and ensure interpretation services are available during all hours of operation. Providers must coordinate and pay for members' language needs, either by hiring qualified staff or contracting with language service vendors.
The BCBSAZ Health Choice Cultural Competency Program (CCP) and Language Access Program (LAP) addresses the cultural and linguistic needs of the individuals our organization serves. The program is designed to assess, monitor, and evaluate cultural competency and language access services. Initiatives are developed monitored and evaluated throughout the year.
After the review of the CCP through internal process and approval from AHCCCS, information about our CCP is shared via the website, through provider forums, the Culture and Language Advisory Committee, and the Member Advocacy Council.
The Cultural Competency Administrator (CCA), Jeanette Mallery, under the guidance of the Community Affairs and Health Equity Senior Manager, is responsible for managing the CCP.
Cultural Competency Plan
Increase access to culturally responsive member-focused health education
- Offer and deliver at least two training courses on health literacy to members.
- Co-host at least two health education events for underserved populations with a local partner.
Cultural Competency Plan and Plan-Specific Resources
SAMHSA has published a guide for professional care providers and administrators to help understand the role of culture in the delivery of mental health and substance use services. It describes cultural competence and discusses racial, ethnic, and cultural considerations.
The following are resources for understanding basic cultural competence principles.
- National Standards on Culturally and Linguistically Appropriate Services(HHS, Office of Minority Health)
- Oral, Linguistic and Culturally Competent Services
The following are resources to provide guidance for cultural competency in specific settings.
- A Physician’s Practical Guide to Culturally Competent Care (HHS, Office of Minority Health)
- Culturally Competent Nursing Care: A Cornerstone of Caring (HHS, Office of Minority Health)
2SLGBTQIA+ (Two Spirit, Lesbian, Gay, Bisexual, Transgender, Queer/Questioning, Intersex, Asexual/Aromantic/Agender) Resources and Tools
Our organization recognizes that 2SLGBTQIA+ members may face unique challenges and barriers when accessing healthcare and related services. As part of our commitment to cultural competency and health equity, we strive to ensure that all staff have access to the knowledge, tools, and supports necessary to provide respectful, affirming, and inclusive care for those 2SLGBTQIA individuals.
This section highlights the key resources available to support the delivery of that 2SLGBTQIA responsive services. These resources are designed to enhance understanding, strengthen communication, and promote equitable access to care. Providers, members, and staff are encouraged to use these materials, request additional support when needed, and engage with ongoing learning opportunities to ensure every member receives compassionate, person‑centered care.
- LGBT Field Guide
- LGBTQ Resources (azdhs.gov)
- Northern Arizona LGBT Community Resources – Gay Arizona
- GLAAD
- Transgender Resources | Educational Outreach and Student Services (asu.edu)
- Social Determinants of Health: Know What Affects Health (HHS, Centers for Disease Control and Prevention)