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Attention Providers Affected by Hurricane Helene: If your organization is facing challenges due to Hurricane Helene and need assistance with medical, personal care, or specialized supplies, we are here to support you.  Please reach out to Carolina Complete Health as we are coordinating relief efforts for providers in the affected areas of Western North Carolina.  Click Here for More Information.

Provider Disability Access Overview

Carolina Complete Health is committed to providing equal access to quality health care and services that are physically and programmatically accessible for our members with disabilities and their companions. With this in mind Carolina Complete Health has initiated the Provider Accessibility Initiative (PAI).

Carolina Complete Health has established minimum standards for disability access that draw upon access requirements found in both the 1991 Americans with Disabilities Act Accessibility Guidelines (ADAAG) and the 2010 ADA Standards.

Carolina Complete Health providers are labeled in the Provider Directory as having:

  • "All Criteria Met" if the provider meets all (49) Critical Elements (CE) for disability access in four (4) main areas: Parking, Exterior Building, Interior Building, and Programmatic Access.

  • "Some Criteria Met" if the provider does not meet 1 or more of the CEs.

  • "Details Pending" if there is no data to support any of the 4 main areas.

  • "No Criteria Met" if provider reports having no disability access for all of the CEs.

For some providers, the accessibility information is “self-reported”. This means that the provider has reported their own disability access information. Some providers are listed as “verified”. This means that the health plan has gone to the provider’s location to make sure that the information is correct. Some providers are listed as “details pending”. This means that the health plan does not have any accessibility details from this provider.
 

4 Main Areas

  • Parking (P): Parking spaces and van-accessible space(s), are accessible. Curbs to on-site parking, public transportation, and the side walk at the site entrance have curb ramps.

  • Exterior Building (EB): There is an accessible ramp to the building. Curb ramps and other ramps to the building are wide enough for a wheelchair/scooter. There are handrails on both sides of the ramp. Doors are wide enough for wheelchair/scooter to enter and the doors have handles that are easily opened.

  • Interior Building (IB): Doors are wide enough for a wheelchair/scooter and have handles that are easily opened. There are interior ramps that have handrails. If an elevator is present, it must be free for public use. The elevator has easy-to-hear sounds and Braille buttons within reach. The elevator is large enough for a wheelchair/scooter to turn around. The restroom is accessible, has doors wide enough for wheelchair/scooter and are easy to open. Offices have accessible equipment and clear for space where the equipment is for side transfers by wheelchair or scooter users. Lift equipment exists when needed. If office has a chair lift, it can be used without help.

  • Programmatic Access (PA): Programmatic access includes, but is not limited to: accessible communication and materials in other formats given in a timely manner, staff help with follow-up visit planning, and other disability-related support (people with disabilities who cannot wait in waiting room are seen right away).

49 Critical Elements (CE)

Parking Criteria

  • CE3: The right number of accessible parking spaces are given.
  • CE7: Curbs between off street parking and site have curb ramps.
  • CE8: Curbs between off street drop off locations and site have curb ramps.
  • CE11: Has van accessible parking.

Exterior Building Criteria

  • CE16a: Curbs between on-site parking and the site entrance have curb ramps.
  • CE16b: Curbs between public transportation and the site entrance have curb ramps.
  • CE16c: Curbs between the sidewalk and the site entrance have curb ramps.
  • CE22: Each part of the ramp is no longer than 30 feet.
  • CE24: If ramp is longer than 6 feet, there are rails on both sides of the ramp. Rails are at least 34 to 38 inches above the ground.
  • CE25: All ramps are at least 36 inches wide.
  • CE27: There are other accessible entrances if main entrance is not.
  • CE28: There are signs that show you where to go if the main entrance is not accessible.
  • CE29: Door openings are at least 32 inches wide.
  • CE30: If you are in a wheelchair, you can roll up to the door and open it.
  • CE33: Doors can be opened without grasping or twisting of wrist.

Interior Building Criteria

  • CE36: All hallways are at least 36 inches wide.
  • CE39: Stairs on the accessible route have handrails on each side.
  • CE42: A platform lift can be used without help.
  • CE55: The elevator is free for public use when the office is open.
  • CE56: If you can’t see or hear, you will know when an elevator door is opened, or on a certain floor.
  • CE57: There is a raised letter and Braille sign on each side of the elevator.
  • CE58: The buttons for the elevator in the hall are no higher than 48 inches from the floor.
  • CE59: There is room in the elevator for a wheelchair or scooter user to enter, push buttons and exit.
  • CE60: The buttons in the elevator have Braille and raised characters/symbols.
  • CE67: Bathroom entrance is at least 32 inches wide.
  • CE69: Wheelchair and scooter users can turn around in toilet room and stalls.
  • CE70: Grab bars are provided in bathroom stalls. Grab bars are behind toilet and on wall next to toilet.
  • CE72: The toilet paper roll is below the side grab bar. Toilet paper roll is at least 7 inches and 9 inches from toilet and 15 inches off the ground.
  • CE73: Wheelchair users can park in front of the sink. The space is at least 30 inches wide and 48 inches deep.
  • CE76: Sink handles can be used with one hand without grasping, pinching, or twisting.
  • CE82: Exam/treatment room entrances are at least 32 inches wide.
  • CE83: Exam table can move down to 17 to 19 inches from the ground.
  • CE84: There is space for person to roll up, park, and transfer to exam table.
  • CE86: There is lift equipment to assist with transfers.
  • CE87: Staff are trained at least yearly on safe transfer techniques.
  • CE88: Wheelchair and scooter users can turn around in the exam room.
  • CE89: Wheelchair or scooter users have an accessible weight scale.
  • CE90: Common room entrances are at least 32 inches wide.
  • CE91a: Wheelchair and scooter users can use the quiet room and equipment.
  • CE91b: Wheelchair and scooter users can use the physical therapy room and equipment.
  • CE91c: Wheelchair and scooter users can use the occupational therapy room and equipment.
  • CE91d: Wheelchair and scooter users can use the activity area and equipment.
  • CE96a: MRI equipment can move down to 17 to 19 inches from the ground.
  • CE96b: CT equipment can move down to 17 to 19 inches from the ground.
  • CE96c: Fluoroscopy equipment can move down to 17 to 19 inches from the ground.
  • CE96d: PET equipment can move down to 17 to 19 inches from the ground.
  • CE96e: Bone Density/Dexa SCAN equipment can move down to 17 to 19 inches from the ground.
  • CE96f: Ultrasound equipment can move down to 17 to 19 inches from the ground.
  • CE96g: Nuclear Medicine equipment can move down to 17 to 19 inches from the ground.
  • CE96h: X-ray equipment can move down to 17 to 19 inches from the ground.
  • CE96i: Physical Therapy table can move down to 17 to 19 inches from the ground.
  • CE96j: Dialysis chair can move down to 17 to 19 inches from the ground.
  • CE96k: Other equipment can move down to 17 to 19 inches from the ground.
  • CE96l: Other equipment can move down to 17 to 19 inches from the ground.
  • CE97: Wheelchair users can use mammography machine.
  • CE98: A mammography chair is used for people who must be seated.
  • CE100: Staff are trained to answer questions about accessibility of equipment.
  • CE101: Staff can assist people on and off equipment.

Programmatic Access Criteria

  • CE102: If you ask for materials in other formats, you will get them. Examples: Braille, large print, audio, pictures, etc.
  • CE103: You can ask and get accessible communication in a timely manner. Examples: American Sign Language interpreters, oral interpreters, letter/word/picture/translator boards, assistive listening devices, etc.
  • CE106: People with disabilities who cannot wait in waiting room are seen right away.
  • CE108: You can have service animals with you at all times.
  • CE113: Staff will help you plan follow-up visits that are accessible. Examples: specialists, labs, ancillary services
  • CE114: Staff asks you and person with you about help you may need.
  • CE115: Your disability needs are listed in your Electronic Health Record (EHR).

*Please contact the provider before your visit to make sure your specific access needs are met. We recommend this step no matter what is stated in the provider directory, or on the Find a Provider site.

**When a provider reports their own disability access information, they are listed as “self-reported”. In this case, the health plan cannot guarantee that this information is correct. This is because the information has not been verified yet by the health plan. The health plan verifies this information with an in-person Accessibility Site Review (ASR). It is a good idea to contact the provider before your visit to ask about disability access. If the self-reported information is not correct, please contact the health plan right away.

***Centene's expectation, as communicated through the provider contract, is full compliance with all federal and state disability access laws and regulations (including, but not limited to, the Medicaid/CHIP Managed Care final rule provisions noted above, the Americans with Disabilities Act, Section 504 of the Rehabilitation Act, and Section 1557 of the Affordable Care Act). "Minimum accessibility," as defined by Centene in the Corporate ASR Tool, is not to be confused with, nor is intended to replace, the obligation of full compliance with all federal and state disability access laws and regulations, which remains the legal responsibility of Carolina Complete Health providers.