• Applicable to all states except NC

Civil Rights - Chapter 2, 2020 UnitedHealthcare Administrative Guide

Civil Rights


Do not discriminate against any patient on the quality of service or accessibility of services. You must keep policies and procedures to show your compliance. This includes discrimination based on:

  • Type of health insurance
  • Race
  • Ethnicity
  • National origin
  • Religion
  • Sex
  • Age
  • Mental or physical disability or medical condition
  • Sexual orientation
  • Claims experience
  • Medical history
  • Genetic information
  • Type of payment

You must maintain policies and procedures to demonstrate you do not discriminate in the delivery of service and accept for treatment any members in need of your service.

Americans with Disabilities Act (ADA) Guidelines

Participating care providers must have practice policies showing they accept any patient in need of the health care they provide. The organization and its care providers must make public declarations (i.e., through posters or mission statements) of their commitment to non-discriminatory behavior in conducting business with all members. These documents should explain that this expectation applies to all personnel, clinical and non-clinical, in their dealings with each member.

In this regard, you must undertake new construction and renovations, as well as barrier reductions required to achieve program accessibility, following the established accessibility standards of the ADA guidelines. For complete details go to ADA.gov > Featured Topics > A Guide to Disability Rights Law

We may request any of the following ADA-related descriptions of:

  • Accessibility to your office or facility
  • The methods you or your staff use to communicate with members who have visual or hearing impairments
  • The training your staff receive to learn and implement these guidelines

Care for Members Who Are Hearing-Impaired

Refusing to provide care or interpreter services for a person with a qualifying disability is an ADA violation. Members who are hearing-impaired have the right to use sign-language interpreters to help them at their care provider visits.