HealthTap is committed to ensuring effective communication for all patients, including those with disabilities and Limited English Proficiency (LEP). All auxiliary aids and language services are provided to you entirely free of charge. Supported Visits are conducted in the HealthTap Primary Care clinic only.
How to Request an Accommodation
To request any accommodation for your scheduled appointment, please:
- Email: Contact our accessibility team at accessibility@healthtap.com.
- Notice: Please submit your request at least 48 hours in advance of your appointment time to secure interpretation services. HealthTap will make every reasonable effort to accommodate requests made with less notice.
Types of Available Support
We offer support for various needs, including:
- Interpretation: Qualified American Sign Language (ASL) interpreters or spoken-language interpreters for patients with Limited English Proficiency (LEP).
- Hearing Aids: Live captions and instructions for enabling Google Meet's automated captions.
- Visual/Non-Verbal Support: Technical support for screen-reading software, audio-only navigation, and use of Google Meet chat or AAC (Augmentative and Alternative Communication) tools.
- Reasonable Modifications: Extended appointment times for those who need more time to communicate, and explicit permission for a support person (family, caregiver, or advocate) to attend the visit, even from a third location.
- Facilitator: A HealthTap team member may join the start of the visit to help with technical setup.
Additional Accessibility Features and Accommodations
Our platform may support the following accessibility-related features and accommodations, when clinically appropriate:
- Audio-only fallback during video visits.
- Live text communication during a visit when video or audio is not available (limited situations only).
- Ability to select a doctor based on spoken language.
- Messaging with a Primary Care Provider (PCP) after the initial visit.
- Accessibility considerations aligned with WCAG AA standards.
Text-only communication during a visit is not a standard visit format. However, in limited cases involving accessibility-related needs, a doctor may use their clinical judgment to determine whether limited text-based communication can be supported.
- Availability of these accommodations may vary based on clinical appropriateness and doctor discretion.
- Care delivered via text alone may be limited due to the inability to see or hear the patient.
- These accommodations are intended to support accessibility needs and do not extend beyond the current capabilities of the platform.
Technical Instructions
When using Google Meet for an accommodated visit:
- Pinning: Patients may "pin" the interpreter’s video tile to ensure they remain large and visible throughout the call.
- Captions: To turn on captions, click the CC icon at the bottom of the Google Meet window.