25-676 Use Language Assistance Program to Meet Members' Language Needs
Date: 07/11/25
Access the Language Assistance Program (LAP) to help members who need interpreter services
Language assistance regulations (28 CCR 1300.67.04, CIC 10133.8.11) require all California managed care plans and health insurers to provide language assistance to members. This service must be provided to those who have:
- Limited English proficiency (LEP).
- Limited reading skills.
- Hearing impairments or are deaf.
- Diverse cultural and ethnic backgrounds.
To comply with this requirement, Health Net offers the Language Assistance Program (LAP). Health Net does not assign LAP responsibilities to hospitals. If a hospital cannot provide interpreter support for members, please contact the number on the member’s identification (ID) card.
Members have the right to file a grievance with Health Net and to file a discrimination complaint with the Office of Civil Rights if their language needs are not met.
Hospitals cannot:
- Ask or require members to bring their own interpreter.
- Rely on staff, other than qualified bilingual staff, to communicate directly with members with LEP.
- Use a minor or attending adult to interpret or help with communication, except:
- In an emergency where a qualified interpreter is not available. Note the emergency in the member’s medical record. A parent cannot give permission for a minor child to interpret in any circumstance.
- If the member asks for the attending adult to interpret, that adult must agree to assist and the reliance on that adult is fitting. Note in the member’s medical record the reason for the use of an attending adult as an interpreter.
Take a cultural competency training
We urge all providers to take cultural competency trainings offered by the Office of Minority Health (OMH). OMH offers no-cost computer-based trainings to help providers better serve a diverse population. The training programs are available at Think Cultural Health. OMH also has a no-cost, accredited maternal health care training available at Culturally and Linguistically Appropriate Services (CLAS) in Maternal Health Care. Health Net does not sponsor the OMH trainings.
The Institute for Healthcare Improvement has material and resources to improve language communication with patients. These are free for download at Ask Me 3: Good Questions for Your Good Health.
You can also access Health Net’s cultural competency training for providers at Cultural Competency Training. For information about interpreter services, cross-cultural communication and health literacy, contact the Health Equity Department by email or by phone at 800-977-6750.
Additional information
If you have questions regarding the information contained in this update, contact the Health Net Provider Services Center by email, by telephone or through the Health Net provider portal.
Provider services
Line of business | Phone number |
|---|---|
Ambetter from Health Net IFP Ambetter PPO | |
Ambetter HMO | |
Health Net Employer Group HMO, POS, & PPO | |
Medicare (Individual & Employer Group) (Wellcare By Health Net) | |
Medicare Supplement | |
Medi-Cal (including CS and ECM providers) |
This information applies to Hospitals.
For Medi-Cal, this information applies to Amador, Calaveras, Inyo, Los Angeles, Molina, Mono, Sacramento, San Joaquin, Stanislaus, Tulare and Tuolumne counties.