Health First, Inc. NON-DISCRIMINATION POLICY
As a recipient of Federal financial assistance, Health First, including Health First Aging Institute, Memory Disorder Clinic, Hospice of Health First, Health First Home Care, Health First Medical Equipment, Health First Insurance, and Health First Health Plan (“Facility”), does not exclude, deny benefits to, or otherwise discriminate against any person on the basis of race, gender, religion, color, national origin, disability, age or any unlawful reason in admission to, participation in, or receipt of the services and benefits under any of its programs and activities, whether carried out by the Facility directly or through a contractor or any other entity with which the Facility arranges to carry out its programs and activities.
This statement is in accordance with the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Regulations of the U.S. Department of Health and Human Services issued pursuant to these statutes at Title 45 Code of Federal Regulations Parts 80, 84, and 91.
In case of questions, please contact:
Provider Name: Health First, Health Plan / Health First Insurance
Contact Person: ADA/Section 504 Coordinator: Sherri Wynn
Telephone number: 321-434-4521
Provider Name: Health First Aging Institute (Melbourne Office)
Contact Person: ADA / Section 504 Coordinator: Cheryl Tasker
Telephone number: 321-434-7611
Provider Name: Health First Aging Institute (Solutions for Seniors)
Contact Person: ADA / Section 504 Coordinator: J. Renee Dickson
Telephone number: 321-434-7604
Provider Name: Health First Aging Institute (Merritt Island Office)
Contact Person: ADA / Section 504 Coordinator: Patti Thibault
Telephone number: 321-868-5815
Provider Name: Memory Disorder Clinic
Contact Person: ADA / Section 504 Coordinator: Marcia Phillips
Telephone number: 321-434-3566
Provider Name: Hospice of Health First, Health First Home Care, Health First Medical Equipment
Contact Person: ADA / Section 504 Coordinator: Valerie Kenworthy
Telephone number: 321-434-1744
State Relay Numbers: 1-800-955-8771 (TTY)
or dial 711
FACILITY POLICY SUMMARY FOR COMMUNICATION WITH PERSONS WITH LIMITED ENGLISH PROFICIENCY
The Facility will take reasonable steps to ensure that persons with Limited English Proficiency (LEP) have meaningful access and an equal opportunity to participate in our services, activities, programs and other benefits. The policy of the Facility is to promote meaningful communication with LEP patients/clients and their authorized representatives involving their medical conditions and treatment. The policy also provides for communication of information contained in vital documents, including but not limited to, waivers of rights, consent to treatment forms, financial and insurance benefit forms and registration forms. All interpreters, translators and other aids needed to comply with this policy shall be provided without cost to the person being served, and patients/clients and their families will be informed of the availability of such assistance free of charge.
Language assistance will be provided through use of competent bilingual staff, staff interpreters, contracts or formal arrangements with local organizations providing interpretation or translation services, or technology and telephonic interpretation services. All staff will be provided notice of this policy and procedure, and staff that may have direct contact with LEP individuals will be trained in effective communication techniques, including the effective use of an interpreter.
The Facility will conduct a regular review of the language access needs of our patient population, as well as update and monitor the implementation of this policy and these procedures, as necessary.
Facility POLICY SUMMARY FOR AUXILIARY AIDS AND SERVICES FOR PERSONS WITH DISABILITIES
The Facility will take appropriate steps to assist persons with disabilities, including persons who are deaf, hard of hearing, or blind, or who have other sensory or manual impairments, have an equal opportunity to participate in our services, activities, programs and other benefits. The procedures outlined below are intended to promote effective communication with patients/clients involving their medical conditions, treatment, services and benefits. The procedures also apply to, among other types of communication, communication of vital information contained in important documents, including waivers of rights, consent to treatment forms, financial and insurance benefits forms and registration forms. All necessary auxiliary aids and services shall be provided without cost to the person being served.
All staff will be provided written notice of this policy and procedure, and staff that may have direct contact with individuals with disabilities will be trained in effective communication techniques, including the effective use of interpreters.
FACILITY SECTION 504 NOTICE OF PROGRAM ACCESSIBILITY
The regulation implementing Section 504 requires that an agency/facility "…adopt and implement procedures to ensure that interested persons, including persons with impaired vision or hearing, can obtain information as to the existence and location of services, activities, and facilities that are accessible to and usable by disabled persons." (45 C.F.R. §84.22(f))
The Facility and all of its programs and activities are accessible to and useable by disabled persons, including persons who are deaf, hard of hearing, or blind, or who have other sensory impairments. Access features may include:
- Convenient off-street parking designated specifically for disabled persons or valet services.
- Curb cuts and ramps between parking areas and buildings.
- Access into first floor level with elevator access to all other floors.
- Accessible offices, meeting rooms, bathrooms, public waiting areas, cafeteria, patient treatment areas, including examining rooms and patient areas.
- Assistive and communication aids provided to persons who are deaf, hard of hearing, or blind, or with other sensory impairments. There is no additional charge for such aids. Some of these aids may include:
- Qualified sign language interpreters for persons who are deaf or hard of hearing.
- A twenty-four hour (24) telecommunication device (TTY/TDD) which can connect the caller to all extensions within the facility and/or portable (TTY/TDD) units, for use by persons who are deaf, hard of hearing, or speech impaired.
- Readers or taped material for the blind and large print materials for the visually impaired.
- Flash cards, alphabet boards or other communication boards.
- Assistance for persons with impaired manual skills.
If you require any of the aids listed above, please let the receptionist or your nurse know.
FACILITYSECTION 504 GRIEVANCE PROCEDURE
It is the policy of the Facility not to discriminate on the basis of disability. The Facility has adopted this internal grievance procedure providing for prompt and equitable resolution of complaints alleging any action prohibited by the ADA or Section 504 of the Rehabilitation Act of 1973 (29 U.S.C. 794) of the U.S. Department of Health and Human Services regulations implementing the Act. Section 504 prohibits discrimination on the basis of disability in any program or activity receiving Federal financial assistance; similarly, the ADA prohibits discrimination on the basis of an individual’s disability. The Law and Regulations may be examined in the office of, the ADA/Section 504 Coordinator, who has been designated to coordinate the efforts of the Facility to comply with ADA/Section 504.
Any person who believes she or he has been subjected to discrimination on the basis of disability may file a grievance under this procedure. The Facility shall not retaliate against anyone who files a grievance or cooperates in the investigation of a grievance.
- Matters involving a patient’s or companion’s denial of effective communication by staff may be submitted immediately to the ADA/Section 504 Coordinator by calling 321-434-3566. The Facility shall work to resolve these matters quickly and effectively.
- Grievances must be submitted to the ADA/Section 504 Coordinator within thirty days of the date the person filing the grievance becomes aware of the alleged discriminatory action.
- A complaint must be in writing, containing the name and address of the person filing it. The complaint must state the problem or action alleged to be discriminatory and the remedy or relief sought.
- The ADA/Section 504 Coordinator (or her/his designee) shall conduct an investigation of the complaint. This investigation may be informal, but it must be thorough, affording all interested persons an opportunity to submit evidence relevant to the complaint. The ADA/Section 504 Coordinator will maintain the files and records of the Facility relating to such grievances.
- The ADA/Section 504 Coordinator will issue a written decision on the grievance no later than 30 days after its filing.
- The person filing the grievance may appeal the decision of the ADA/Section 504 Coordinator by writing to the Vice President/Corporate Operations Officer within 15 days of receiving the ADA/Section 504 Coordinator’s decision. The Vice President/COO shall issue a written decision in response to the appeal no later than 30 days after its filing.
- The availability and use of this grievance procedure does not prevent a person from filing a complaint of discrimination on the basis of disability with the U. S. Department of Health and Human Services, Office for Civil Rights.
- This procedure shall be published on Health First website and made available to Facility patients upon admission.
The Facility will make appropriate arrangements to ensure that disabled persons are provided other reasonable accommodations, if needed, to participate in this grievance process. Such arrangements may include, but are not limited to, providing interpreters for the deaf, providing taped cassettes of material for the blind, or assuring a barrier-free location for the proceedings. The ADA/Section 504 Coordinator will be responsible for such arrangements.
Health First, Health Plan, Health First Insurance – ADA/Section 504 Coordinator is noted above 321-434-4521.Vice President/COO is Michael Keeler – 321-434-5600.
Health First Aging Institute (Melbourne Office) - ADA/Section 504 Coordinator is noted above 321-434-7611. Vice President/COO is Randy Currin 321-434-5600.
Health First Aging Institute (Solutions for Seniors) - ADA/Section 504 Coordinator is noted above 321-434-7604. Vice President/COO is Randy Currin 321-434-5600.
Health First Aging Institute (Merritt Island Office) - ADA/Section 504 Coordinator is noted above 321-868-5815. Vice President/COO is Randy Currin 321-434-5600.
Memory Disorder Clinic - ADA/Section 504 Coordinator is noted above 321-434-3566.
Vice President/COO is Matt Troup 321-434-7000
Hospice of Health First, Health First Home Care, and Health First Medical Equipment - ADA/Section 504 Coordinator is noted above 321-434-1744.