Non-Discrimination Policy:

Monument Avenue Pediatrics (MAP) does not discriminate against any person on the basis of race, color, national origin, disability, age, language, sexual orientation or other non-medically relevant factors in determining admission to, participation in, or receipt of the services and benefits of any of its programs and activities or in its employment, whether carried out by MAP directly or through a contractor or any other entity with whom MAP 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 the Acts, Title 45 Code of Federal Regulations Part 80, 84, and 91. (Other Federal Laws and Regulations provide similar protection against discrimination on grounds of sex and creed). Monument Avenue Pediatrics (MAP) does not discriminate against any person on the basis of sexual orientation, gender identity or expression, or marital status.

Monument Avenue Pediatrics Policy for Communicating effectively with LEP (Limited English Proficiency) individuals 
1. MAP assesses each family individually and identifies if the family or children are LEP.
2. If medical providers cannot obtain adequate information and medical history from the patient or the patient’s parents, the office provides translation services. Ideal translation services would be live face-to-face translators. If not available, translation lines are used.
3. The nurse manager determines if the family has been sponsored by an agency, and if so contacts that agency to see if there is a translator working with that family who is available to translate during medical appointments.
4. If not, she contacts the health department working with this family and translates using the health department translators if available, and, if not, the Propio Language Services health department language lines.
5. If unable to translate through the Proprio language line, the providers use Cyracom, an over-the-phone interpretation system providing 200 different languages.
6. If the child is here for a well-child check and is not acutely ill, office assesses the adequacy of live translation services. If unable to confirm these services, the office reschedules the appointment for a time when appropriate live translation services are confirmed.
7. If the child is acutely ill and in need of immediate medical care, care is provided with Cyracom translation services until patient is stabilized or transported to appropriate medical facility (ER).

Procedure for securing interpreter services
1. Well child care: identify the day prior to scheduled visit if interpreter is coming with patient, if not, contact agency or health department working with family and confirm availability of interpreter services during visit. If not available, contact other translation resources in the area. If still unavailable, will reschedule well care visit when live interpreters are available.
2. Sick visits: if no live translator acutely available will use Proprio Language services through the health departments, or if unavailable, Cyracom language lines through our office.

Patient Grievance Policy 
Whenever possible, Monument Avenue Pediatrics attempts to resolve patient questions or concerns quickly and informally. If this is not possible, patients are afforded the opportunity to file a formal grievance. Because physicians and staff members are usually the first point of contact for patients, all MAP employees have an understanding of the organization’s grievance procedures.

The following is the formal method used to seek answers or resolutions of grievances. All grievances are followed by the Performance and Quality Systems staff, made up of the Nurse Manager, the Billing Manager, and the corporation’s Partners.

Address grievance about quality of care to the Nurse Manager at 804-358-4904.

Address grievance about a bill to the Billing Manager, at 804-358-3027.

If grievance involves quality of care, the Nurse Manager will refer the grievance to the appropriate utilization and quality control peer review organization at the next regularly scheduled meeting. The Director will provide a written notice of the practice’s decision within 10 days. The peer review organization consists of the doctors in the practice.

If grievance involves billing information, the Billing Manager will investigate and will provide a written notice of the practice’s decision within 10 days.

If a patient is not satisfied with the response of the Nurse Manager or the Billing Manager, he or she may submit a grievance in writing to MAP Partners. The Partners will provide a written notice of their decision within 30 days after their regularly scheduled meeting that occurs at least 10 days after receipt of the complaint.

Address all written correspondence to the attention of the appropriate person, Nurse Manager, Billing Manager, or MAP Partners at:
Monument Avenue Pediatrics, PC
3602 Monument Avenue
Richmond, VA 23230

Please fully explain the essential facts of this complaint. What health plan services were not received? What was wrong with the service received? What billing issues are there? Explain who, what, where, when, and how. Please attach photocopies of any correspondence received from the plan, and any other documents that support the complaint. Attach additional paper, if more space is needed. Dates of service and provider information are required.