Civil rights - Chapter 2, 2022 UnitedHealthcare Administrative Guide


You must not discriminate against any patient with regard to quality of service or accessibility of services because they are our member. You must not discriminate against any patient on the basis of any of the following:

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

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

Complying with laws and regulations for individuals with disabilities

You must comply with applicable laws which include, but are not limited to, the Americans with Disabilities Act (ADA) and Section 504 or 508 of the Rehabilitation Act.

Participating health care providers must have practice policies showing they accept any patient in need of the health care they provide. The organization and its health 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 > Featured Topics > A Guide to Disability Rights Laws.

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 with disabilities. This may also include any electronic communications.
  • The training your staff receives to learn and implement these guidelines.

Care for members who are deaf or hard of hearing

You must provide a sign language interpreter if a member requests one. You must also have written office procedures for taking phone calls or providing Virtual Visits to members who are deaf or hard of hearing.