Non-Discrimination and Accessibility Policy

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Northbay Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex (including pregnancy, sexual orientation, and gender identity or expression). Northbay Health also does not exclude or treat anyone differently based on race, color, ethnicity, religion, marital status, culture, national origin, age, physical or mental disability, or socioeconomic status.

Northbay Health provides the following language/communication assistance:

1. Language resources:

• Northbay Health contracts with Cyracom International Inc. for 24 hour a day telephone interpreting services.
• Cyracom Blue Phones, or hand-held phones are available on inpatient units and throughout outpatient service areas.
  • For internal callers, pick up the handset, press the blue button and say the language that needs to be accessed. Cyracom phones are programmed with unit/department pin numbers. Or dial 1414 or 1-866-745-5010 from any Northbay Health phone. Hand-held phones are programmed with the Cyracom application.
  • For external callers, dial (707) 641-2246 or (707) 514-3139. The hospital operator will dial 1414 to connect to the Cyracom system for an appropriate interpreter.
  • Video Remote Interpreting (VRI), through Cyracom, is available for voice and face-to-face interpreting. VRI is available on the inpatient/EDs; and outpatient settings equipped with IPads with the Cyracom application.

2. Hearing/speaking resources:

• Video Remote Interpreting (VRI), through Cyracom, is available for the deaf, or hard of hearing individuals who require interpreting services (ie: American Sign Language). VRI is available on the inpatient units/EDs/outpatient settings equipped with iPads with the Cyracom application.
• California Relay Service (CRS) is available for the deaf, hard of hearing, or difficulty speaking.
  • To connect with a Relay Communication Assistant (CA), from TTY/TDD dial 711, or (800)735-2929.
  • From voice telephone dial (800) 735-2922.
  • For all callers (internal and external), provide the CA with the number you are calling. The CA will communicate information through typing and verbalization.

*NOTE: for face-to-face ASL interpreting, the VRI services noted above are available.

3. Visual resources:

• For visually impaired patients, the health care staff will read materials to them, as appropriate, and/or, with the patient's permission, will engage patient's family and friends to participate in communication and education no differently than done with patients who have vision capabilities.

File a grievance

If you believe that Northbay Health has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex (including pregnancy, sexual orientation, and gender identity), you can file a grievance. Please include the following information:

• Your name
• Your date of birth
• Full address
• Telephone numbers (include area code)
• E-mail address (if available)
• Name, full address and telephone number of the person, hospital, or practice you believe discriminated against you
• A brief description of what happened, including how, why, and when you believe your (or someone else's) civil rights were violated
• Any other relevant information
• Your signature and date of complaint
• The name of the person on whose behalf you are filing if you are filing a complaint for someone else

You may also include:

• Any special accommodations for us to communicate with you about this complaint
• Contact information for someone who can help us reach you if we cannot reach you directly
• If you have filed your complaint somewhere else and where you've filed

YOU CAN FILE A GRIEVANCE WITH ANY OR ALL OF THE FOLLOWING:

Northbay Health, Grievance Department
Telephone: (707) 646-4282
Email: feedback@northbay.org

California Department of Public Health
Field Operations - North Division
Sacramento District Office
3901 Lennane Drive, Suite 210

Sacramento, CA 95834
(916) 263-5800/Fax: (916) 263-5840
Email: CDPH-LNC-Sacramento@cdph.ca.gov

U.S. Department of Health and Human Services Office for Civil Rights
200 Independence Avenue, SW
Room 509F, HHH BuildingWashington, D.C. 20201
1-800-368-1019, 800-537-7697 (TDD)
Complaint forms are available at https://www.hhs.gov/ocr/complaints/index.html