Important Cultural Competency, Health Equity and NMDOH Resources
Date: 07/15/24
A major component of delivering quality health care is treating the whole patient and not just the medical condition. Superior HealthPlan and its providers must understand a member’s level of health literacy and language skills, as well as demonstrate sensitivity to differing cultural influences, beliefs and backgrounds to effectively communicate with members and establish a relationship. This promotes positive health outcomes and encourages member participation with their doctor by increasing trust and understanding, and decreasing anxiety associated with health care. In order to ensure the whole health of our members is considered, please review the following information regarding:
- Superior Language Services
- Cultural Competency Trainings
- Health Equity and Non-medical Drivers of Health (NMDOH)
Superior Language Services
Better cross-cultural and linguistic communications can play a role in reducing health disparities prevalent throughout Texas. Superior annually assesses the language profile of our members using state-level census data to determine the languages spoken in Superior’s service delivery areas. Evaluating the population language profile of Texas helps Superior anticipate and plan for changes in the language services Superior provides.
Source: U.S. Census Bureau, American Community Survey 2022
According to the 2022 U.S. Census Bureau American Community Survey Data 5-year population data, 64.9% of Texas residents speak English at home and 35.1% of Texas residents speak languages other than English. Languages spoken at home are represented in the graph above. Spanish is currently the most prominent non-English language spoken by Texas residents at 28.3%. Superior supports members and practitioners by providing language assistance services at no cost, including but not limited to:
- Telephonic interpreter assistance
- Face-to-face interpreter assistance
- Translations of member materials (Note: Superior provides all member materials in English and Spanish. Translations for all other languages are available upon request).
To request interpreter assistance, translated materials or inquire about a member's preferred language, please contact our Member Services department through Superior’s Phone Directory.
Cultural Competency
Superior implements the 15 principles of the National Cultural and Linguistically Appropriate Services (CLAS) standards to improve the quality of care provided to all members. CLAS standards assist in promoting and sustaining cultural and linguistic appropriate services to members regardless of socio-cultural or socio-economic status, ethnic background, age, gender, religion, health status, physical and intellectual ability and communication vulnerability. Superior’s Quality Improvement Committees assist in ensuring compliance with CLAS standards by working with providers to implement strategies for improving cultural competency. Providers are encouraged to review the CLAS-related resources below:
- U.S. Department of Health and Human Services (HHS) CLAS Standards webpage
- Superior's Quality Improvement Program webpage (see “Quality Assessment and Performance Improvement Program” section)
Providers can participate in Superior’s Cultural Competency Health Literacy Training conducted through monthly webinars, as well as participate in training opportunities administered by the state or nationally recognized organizations. For additional information regarding resources and trainings visit:
- Superior’s Quality Improvement Program webpage (see “Cultural Competency and Health Literacy Plan and Resources” section)
- Superior’s Provider Training Calendar (see “Webinar - Cultural Competency and Disability Sensitivity Training”)
- Texas Health and Human Services Commission (HHSC): Culturally Effective Health Care Course (free physician CME training course from [HHSC] and the Texas Department of Health Services)
- HHS: A Physician's Practical Guide to Culturally Competent Care webpage (self-directed training course developed by the HHS, Office of Minority Health)
- Health Resources and Services Administration - HRSA Health Literacy webpage (personal health literacy and organizational health literacy resources)
Superior also encourages providers to list their race and ethnicity on Superior’s Individual and Group Provider Credentialing Application (PDF), found under the Credentialing section on Superior’s Provider Forms webpage. With this information, Superior can match a member’s cultural needs with a provider of the same cultural or ethnic background to help improve health outcomes.
Health Equity and NMDOH
Superior works to enhance quality of life for members by striving to address health equity and NMDOH. These are factors that may influence a member’s health and well-being, including access to health care and/or basic services, such as housing, food, exercise and medications. To learn more about NMDOH, please visit the HHSC Non-Medical Drivers of Health webpage.
Superior utilizes a variety of methods to address health equity, NMDOH and their barriers, such as:
- findhelp – This resource helps providers and members quickly and easily search for free or reduced cost services like medical care, food and job training.
- This tool can be accessed on Superior's Member Resources webpage, or by visiting Superior's findhelp webpage.
- 2-1-1 Texas – This resource is an anonymous social service hotline available at no cost, 24 hours a day, 7 days a week, 365 days a year. This program, provided by HHSC, is committed to helping Texas residents connect with the services they need.
- Providers and members can access services by dialing 2-1-1 or 1-877-541-7905 or by visiting the HHSC 2-1-1 Texas website.
- Community Health Workers (CHW) – Superior CHW staff help members successfully navigate through the health care system, by establishing ongoing outpatient services with primary care providers, addressing all access to care, social barriers, and following up after hospital discharge for a time period of up to 90 days. This leads to better health outcomes and reduction in potentially preventable ER visits, inpatient admissions and readmissions.
- To refer a member, please contact our Member Services department through Superior’s Phone Directory, and ask to speak to a CHW.
- Sponsorship and Grant Programs – Each year, Superior works with community-based organizations, schools, Head Start programs and our providers, awarding sponsorships and grants aimed at reducing some of the barriers our members face each day. Some of the programs include hygiene closets, workforce development and flu & vaccine events. To learn more about these programs and grants:
Superior’s commitment to CLAS and addressing health equity and NMDOH is demonstrated through various initiatives, such as provider and staff trainings, interventions and complaint tracking.
For more information on CLAS standards and addressing health equity and NMDOH, or to obtain a copy of Superior's Health Equity Plan, please email Superior using Health Equity in your subject line at: SHP.HEDIS@SuperiorHealthPlan.com.