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Essential Tools and Resources for Comprehensive, Patient-Centered Care

Date: 07/15/25

Delivering high-quality health care involves treating the whole person, not just their medical condition. For providers within the Superior HealthPlan network, this includes understanding the factors that influence how patients access care, manage their health and interact with the healthcare system. These include language preferences, communication needs and other practical challenges that can affect outcomes and engagement. To support this approach, Superior encourages providers to take advantage of the following resources focused on:

  • Language Access Services
  • Communication and Patient Engagement Tools and Trainings
  • Health Equity and Non-medical Drivers of Health (NMDOH)

Language Access Services: Enhance Communication, Improve Outcomes

Clear, effective communication is essential to safe, informed and coordinated care. Superior annually evaluates member language data using stat-level census resources to understand the language needs within its service areas. According to the 2023 U.S. Census Bureau American Community Survey, 64.6% of Texas residents speak English at home, while 35.4% speak a language other than English. Spanish remains the most widely spoken non-English language, accounting for 28.2% of the population.

To ensure compliance with federal and state requirements, Superior identifies and monitors threshold languages, languages spoken by a significant portion of the population in a given service area. A threshold language is typically defined as a language spoken by either 5% of the population or 1,000 beneficiaries, whichever is lower, in a managed care service area. These thresholds help guide Superior’s language access planning and resource allocation. Superior provides free language assistance at no cost to providers or members, including:

  • Telephonic interpreter services
  • In-person interpreter
  • Written translations of member materials in threshold languages
    • Standard member materials available in English and Spanish
    • Translation of materials into additional languages upon request

To inquire about a member’s preferred language or to request interpreter or translation services, contact the Member Services Department through Superior’s Phone Directory.

Improving Communication and Member Engagement

Superior adheres to the 15 principles outlined in the National Culturally and Linguistically Appropriate Services (CLAS) Standards to promote respectful, effective care that meets each member’s communication needs. These standards guide providers in offering services that are responsive to the diverse populations they serve. Superior’s Quality Improvement Committees work with providers to incorporate these best practices into day-to-day interactions with patients. Training resources and tools include:

Providers are encouraged to participate in Superior’s ongoing training initiatives related to health literacy, effective patient communication and cultural competency. Superior also encourages providers to voluntarily include their demographics on the Superior’s Individual and Group Provider Credentialing Application (PDF), available under the Credentialing section on Superior’s Provider Forms webpage. This information helps Superior better align members with providers who share similar backgrounds, an approach shown to support stronger patient-provider relationships and improve health outcomes.

Non-Medical Drivers of Health (NMDOH): Addressing Barriers Beyond the Clinic

Health outcomes are shaped by more than clinical care. Factors such as access to housing, food, transportation, and medications play a critical role in a patient’s ability to stay healthy. To learn more about NMDOH, please visit the HHSC Non-Medical Drivers of Health webpage. Superior supports members and providers in navigating these challenges through several initiatives:

  • findhelp – A free online tool that helps users search for local services such as housing support, food pantries, medical care and employment resources. This tool can be accessed on Superior's Member Resources webpage or directly through the findhelp tool.
  • 2-1-1 Texas – Operated by HHSC, this anonymous social service hotline is available 24 hours a day, 7 days a week andconnects individuals to local services across Texas. Providers and members can access services by dialing 2-1-1 or 1-877-541-7905 or by visiting the HHSC 2-1-1 Texas website.
  • Community Health Workers (CHWs) – CHWs provide short-term, non-clinical support to help members transition from hospital care to outpatient services, navigate the healthcare system, and address access barriers. To refer a member, please contact Member Services through Superior’s Phone Directory, and ask to speak to a CHW.
  • Sponsorship and Grant Programs – Superior partners with schools, community organizations and providers to fund programs that address practical needs, such as hygiene product access, workforce training, and health education events. To learn more about these programs and grants, visit Superior’s Provider Grants Program webpage.

Superior’s effort to support communication, reduce care barriers, and provide helpful tools are part of a broader commitment to delivering high-quality, patient-centered care across Texas. To learn more information on CLAS standards and addressing health equity and NMDOH, or to obtain a copy of Superior's Health Equity Plan, please email SHP.HEDIS@SuperiorHealthPlan.com and use Health Equity in your subject line.