The mission of South Atlantic Medical Group’s Health Education Program is to improve and maintain the health and wellness of members through health education and health promotion that is provided in a culturally and linguistically appropriate manner.

South Atlantic Medical Group’s Health Education Program (in partnership with contracted Health Plans’ Health Education Program) is committed to ensuring its member population quality health education services that are appropriate to their cultural and linguistic needs.

The Health Education Program promotes knowledge and skills for self-management and maintains optimum health for members and their families. The overall goals for the program are to:

• Promote appropriate health services
• Encourage member involvement with their Primary Care Physician in the management of their personal health
• Increase patient knowledge on preventive health care services and screenings
• Encourage risk reduction and behavior modification
• Increase early detection of disease according to age and gender specific needs
• Increase member’s knowledge in coping with chronic conditions

Many of the health education activities will be delivered directly by the member’s Primary Care Provider (PCP). Health education services delivered during the member’s doctor’s visit will guarantee initial education at the point the patient is most receptive to teaching and instruction. It is also the responsibility of the Primary Care Provider (PCP) to provide one-to-one education and continually reinforce positive health behavior change in their patients.

Research literature clearly makes evident that physician advice and counsel is one of the most important indicators in promoting change. Trust, credibility, and the patient-doctor relationship also play a critical role in the complex process of behavior change. In addition, nursing and office staff assist in the delivery of the physician’s message through reinforcement, repetition, and follow-up.

South Atlantic Medical Group (SAMG) is committed to promote access and delivery of services in a culturally and linguistically manner for limited English proficient (LEP) members to ensure members have access to covered services that are delivered in a manner that meets their unique needs. The Program is aligned with the health plan requirements. The requirements stem from the State Department of Health Services, Medi-Cal Managed Care Division (MMCD), and policy letters governing specific cultural competency elements for Medi-Cal Managed Care members.

Enrollees are not discriminated against in the delivery of health care services, consistent with the benefits covered in their policy, based on race, ethnicity, national origin, religion, gender, age, mental or physical disability, sexual orientation, genetic information, or source of payment. Ensure that all services, both clinical and non-clinical, are provided in a culturally competent manner and are accessible to all enrollees, including those with limited English proficiency, limited reading skills, hearing incapacity, or those with diverse cultural and ethnic backgrounds 42CFR438.206 (c)(2).

1. Interpretation Services
   1. Ensure that interpreters for medical and non-medical sites are proficient in the LEP threshold language.
   2. Provide timely and free interpretation services to LEP members on a 24-hour basis.
   3. Interpretation services should be provided in the following order: 1) face-to-face interpretation services utilizing on-site interpreters/bilingual staff; 2) Language Line as per South Atlantic Medical Group’s 24-hour contract; and 3) Health Plan specific 24-hour contracted interpreter services.
   4. Facilitate posting of multilingual signs at key medical and non-medical points of contact to inform members, their family members or representatives of the right to free interpreter services for LEP members.
   5. Our Member Services department can be reached on weekdays only by calling (323)725-0167 between the hours of 9:00am-6:00pm.
   6. South Atlantic Medical Group has an exchange service to handle calls during non-business hours. Service has been instructed to accept collect calls regarding UM issues during normal business hours. South Atlantic Medical Group has an on-call nurse to accept calls from members and providers coordinate any issues requiring immediate attention.
2. Translation of Written Member Informing Materials
   1. Written member informing materials are member educational materials and information essential to access to, and usage of SAMG services for distribution to members. The written member information materials include but are not limited to:
      • Denial letters and appeal processes
      • Authorization and modification letters
      • Preventive health reminders
      • Member satisfaction surveys
      • New member letters
3. Upon request, provide educational materials in alternative formats to members, prospective members, and/or their authorized representative including but not limited to:
   • Large Print (Arial 20-point font)
   • Audio CD
   • Data CD
   • Braille
   • Encrypted Audio CD
   • Encrypted Data CD
   • Auxiliary Aids
4. South Atlantic utilizes the following translation services for member informing communications in the member’s alternative format selection:
   • Anthem: CQ fluency
   • Molina/Health Net: Akorbi
   • Interpreting International Inc- all other plans