Language Access Services

Wellspring Care Portal is committed to making healthcare information accessible to every person, regardless of the language they speak or whether they are deaf or hard of hearing. Language assistance services, including qualified interpreters and translated written materials, are available to you at no cost.

Our Commitment

Wellspring Care Portal believes that language should never be a barrier to understanding your health, navigating care options, or communicating with a healthcare team. We are dedicated to providing meaningful access to all of our programs, services, and activities for individuals with limited English proficiency (LEP) and individuals who are deaf, hard of hearing, or deafblind.

In accordance with applicable federal and state civil rights laws, including Section 1557 of the Affordable Care Act, Title VI of the Civil Rights Act of 1964, and the Americans with Disabilities Act (ADA), we take reasonable steps to ensure that persons with limited English proficiency and persons with disabilities have meaningful access to our services.

Free Language Assistance

If you speak a language other than English, language assistance services are available to you free of charge. These services include:

• Qualified interpreters — Available for in-person appointments, telephone consultations, and video visits. Interpreters are trained in medical terminology and bound by strict confidentiality requirements.
• Written translation — Key documents, forms, consent materials, discharge instructions, and educational resources can be provided in your preferred language upon request.
• Bilingual staff — Where available, bilingual staff members may assist with routine communications. For clinical discussions, a qualified interpreter is always provided.
• Telephonic interpretation — On-demand telephone interpretation is available in more than 200 languages, 24 hours a day, 7 days a week, through our contracted language services partner.
• Video remote interpretation (VRI) — High-quality video interpretation is available at select locations for both spoken languages and American Sign Language (ASL).

Services for Individuals Who Are Deaf or Hard of Hearing

Wellspring Care Portal provides auxiliary aids and services to ensure effective communication with individuals who are deaf, hard of hearing, or deafblind. These services are provided at no cost and include:

• American Sign Language (ASL) interpreters — Available upon request for appointments and consultations. We recommend requesting an interpreter at least 48 hours in advance when possible, though we will make every effort to accommodate same-day requests.
• TTY/TDD services — Telecommunications device for the deaf services are available. Contact our TTY line at (555) 555-0199.
• Relay services — We accept calls made through state and national relay services, including 711 relay.
• Written communication — Written notes, printed materials, and electronic text communication are available as alternative communication methods.
• Assistive listening devices — Personal amplification devices and hearing loops are available at select locations upon request.

How to Request Language Assistance

You can request language assistance at any time through the following methods:

1. Before your visit: When scheduling an appointment, let us know your preferred language or if you need an ASL interpreter. We will arrange services in advance so they are ready when you arrive.
2. At the front desk: Point to your language on the multilingual "I Speak" card displayed at every registration area. Staff will immediately connect you with an interpreter.
3. By phone: Call our main line at (555) 555-0100 and press 9 for language assistance. An interpreter will be connected to the call within minutes.
4. Online: Visit our Contact page and select "Language Services" as the topic. Include your preferred language and the nature of your request.

Translated Materials

Wellspring Care Portal provides vital documents in the top languages spoken by the communities we serve. Currently, translated materials are available in Spanish, Mandarin Chinese, Vietnamese, Korean, Tagalog, Russian, Arabic, Haitian Creole, Portuguese, and French. If you need a document translated into a language not listed, please contact us and we will work to accommodate your request within a reasonable timeframe.

Translated materials include, but are not limited to:

• Patient rights and responsibilities
• Consent and authorization forms
• Financial assistance and billing information
• Discharge instructions and care plans
• Health education materials
• Nondiscrimination and privacy notices

Filing a Complaint

If you believe that Wellspring Care Portal has failed to provide language assistance services or has discriminated against you on the basis of language, national origin, or disability, you may file a complaint. For information on how to file a complaint, please see our Nondiscrimination Notice or contact our Patient Relations office at (555) 555-0100.

Multilingual Tagline

The following statement is provided in multiple languages to inform individuals of the availability of free language assistance: