Commonwealth Care Alliance

Provider Access, Availability and ADA Assessment Survey

As a participating plan of One Care: MassHealth plus Medicare, we are required to provide our One Care plan members with meaningful access, ensuring that all of our programs and services are delivered in ways that do not create barriers that exclude persons with disabilities from obtaining access to care. To evaluate their networks’ ability to provide members with physical, communication, and programmatic access, One Care plans must conduct an independent survey or site review of their network providers.

Please complete your survey

We are conducting this assessment based upon the designated standards of the Americans with Disabilities Act (ADA). The assessment was developed in collaboration with the two original One Care plans. We are asking you to complete a web-based self-assessment tool*, and submit it to the One Care plan(s) you are contracted with through the survey tool. If you participate in more than one One Care plan, you will only need to complete the survey once.

Next Steps

Based on responses to the survey, each One Care plan’s website will include a searchable provider directory with a system of icons that will enable prospective enrollees and members to recognize providers’ ability to accommodate their special needs. The icons represent the following areas of access: physical access to provider offices and sites; physical access to equipment; and communication and programmatic access to persons with developmental, cognitive, visual and hearing impairments.

If you have any questions about completing your survey, please use the contact information below:

ADA Compliance Contact:
Lisa Fleming
617-426-0600 Ext.1309

Contact Information:
Commonwealth Care Alliance
30 Winter Street
Boston, MA 02188
1-866-610-2273 (TTY 711)

Scoring Methodology

The survey tool uses a scoring methodology that has been established collaboratively through comprehensive deliberation and expansive analysis by all the current One Care plans. The scoring justification for the survey tool reflects the One Care Plan’s interpretation of the One Care contracts with Center for Medicare & Medicaid Services (CMS)* and the Executive Office of Health and Human Services (EOHHS)*,  Americans with Disabilities Act (ADA)*, Massachusetts State Regulations, and the Unites States Access Board’s Accessibility Standards Advisory Committee*. This assessment is not meant to define a legal standard for compliance with the aforementioned regulations.

  • I. General Physical Accessibility Icon

    This section contains a total of twenty-five (25) questions. In order for your practice to have this icon displayed on our online and print directory, you must answer “YES” or “N/A” to all of the following fifteen (15) specific questions.

    Requirements for “General Physical Accessibility” Icon:  



    Is the correct number of accessible parking spaces available?


    Is the space(s) clearly marked by the International Symbol of Accessibility?


    Is the accessible route to the building entrance consistently at least 36 inches wide?


    Are handrails provided on the ramp? And is the ramp at least 36 inches wide?

    Yes or N/A

    Are automatically opening doors present? If automatically opening doors are not present: Is space available for aIs the elevator car large enough for a wheelchair or scooter user to enter and turn to reach controls? wheelchair user to approach and open the door? And does the entrance door contain handles that can be opened without grasping, pinching, or twisting of the wrist?


    Is the elevator car large enough for a wheelchair or scooter user to enter and turn to reach controls?

    Yes or N/A

    Do the elevators provide audible signal indicators and/ or Braille signage?

    Yes or N/A

    N/A Is there space in the waiting area to accommodate a wheelchair?


    Is access permitted for service animals to accompany people with disabilities in all areas of the facility where the public is normally allowed to go?


    Is there adequate space in a bathroom stall for a mobility device to make a 180° turn?


    Are grab bars provided, one on the wall behind the toilet and one next to the toilet?


    Is the toilet paper dispenser mounted below the side grab bar in a reachable location?


    Is there at least one accessible sink?


    Is the entry door to the exam room an adequate width?


    Are the exam rooms large enough to fit the patient, caregiver, and physician? And is there adequate space for a mobility device to make a 180° turn?


  • II. Physical Accessibility to Equipment Icon

    This section contains a total of four (4) questions. Of these four (4) questions, in order to receive this icon, you must answer “YES” or “N/A” to all of the four (4) questions. The four (4) questions that you must answer “YES” or “N/A” are listed below.

    Requirements to Receive “Compliance for the Physically Disabled: Equipment” Icon:   



    If you have a weight scale, is the scale available with a platform to accommodate people in a wheelchair or who are unable to stand without assistance?

    Yes or N/A

    Do you have or can you adapt an exam table for accessible transfers for people who use a wheelchair or are unable without assistance?


    Is the staff trained to help a person with a disability transfer onto the exam table and to operate other accessible equipment?


    If the facility provides a specialized diagnostic service, is the device used accessible to persons with disabilities?

    Yes or N/A

  • III. Accessible to Persons with Cognitive Disabilities Icon

    This section contains one (1) question. In order to receive this icon you must answer “YES” to this question, as listed below.

    Requirements to Receive “Accommodations for Intellectuallyand/or Cognitively Disabled” Icon: 



    Do you accommodate services, teaching materials, and documents for individuals with learning, intellectual and/or cognitive disabilities?


  • IV. Accessible to Persons who are Blind and/or Visually Impaired Icon

    This section contains a total of two (2) questions. In order to receive this icon; you must answer “YES” to these two (2) questions; as listed below.

    Requirements to Receive “Accommodations for the Blind or Visually Impaired” Icon: 



    Are all printed materials made available in alternative formats?


    Do you have staff members available to assist with these services?


  • V. Accessible to Persons who are Deaf and/or Hearing Impaired Icon

    This section contains a total of two (2) questions. In order to receive this icon; you must answer YES to these two (2) questions; as listed below.

    Requirements to Receive “Accommodations for the Deaf or Hard-of-Hearing” Icon: 



    Are proper accommodations made in order to ensure effective communication to and from individuals who are deaf and/or with hearing impairments?


    Does the fire alarm system provide visual signals in all public spaces (waiting rooms, exam rooms, bathrooms)? Are evacuation procedures clearly marked?


Questions and Answers

One Care Provider Acess, Availability & ADA Assessment

  • Do I need to complete a survey for each site if my organization has multiple sites?

    Yes, we recommend that one survey is completed per site.

    If your facility includes multiple practices that operate out of one building, we recommend you complete one survey per practice. The reason is that each provider may have their own medical equipment, parking accessibility, programs and services that are unique to each provider and each site.

  • How long does it take to complete the survey?

    The amount of time it takes to walk through and complete the survey depends on the size of your facility and the number of providers you have. To save time we suggest that you print a hard copy of the survey and walk through your facility to complete the answers. If you do this, completing the survey online will take approximately 30 to 45 minutes.

  • How many questions are in the survey? Do I have to answer them all?

    There are 48 questions in the survey and you are required to complete all 48 questions. If you do not answer all 48 questions, the survey will not be considered complete and it will not be possible to calculate the accessibility results.

  • What if I do not know the answer to a question?

    Most questions have a ‘yes’ or ’no’ response. Some questions include a ‘not applicable’ response. In order to complete the survey you are required to identify the most accurate response for each question. We do recommend that you identify individuals in your organization, such as the Facilities Director or Director of Operations, to provide input as needed.

  • What happens if a member files a complaint about my provider or facilities access?

    Commonwealth Care Alliance has a responsibility to investigate any complaint made by a member. If the survey results contradict the accessibility issue reported in the complaint, CCA will conduct a site visit to independently verify the survey results and reassess the providers’ or facilities’ accessibility and ADA compliance.

  • What happens if I choose not to participate in the survey?

    By offering One Care, Commonwealth Care Alliance (CCA) and its network providers are required through its contract with Executive Office of Health and Human Services (EOHHS) and Centers of Medicare and Medicaid Services (CMS) to comply with the Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act of 1973. Commonwealth Care Alliance must reasonably accommodate persons with disabilities and ensure that programs and services are equally as accessible to a person with disabilities as they are to persons without disabilities. Commonwealth Care Alliance is required to conduct this survey, document any deficiencies and monitor any corrections providers make to these deficiencies. Therefore, we have asked our contracted providers to complete this survey to allow Commonwealth Care Alliance to display icons correlating to a provider’s ability to accommodate the specific needs and disabilities in CCA’s provider directory.  By not participating in the survey, it will appear on CCA’s publically accessible provider directory that your facility and personnel are not equipped or prepared to accommodate persons with disabilities or special needs.

  • Will I be able to see the results of the survey?

    Depending on the answers to the survey questions, icons denoting accessibility will be assigned to providers and displayed in the provider directory. These icons can be seen in the table below.


    Accomondations Indicator

    Physical Accessibility

    Physical Accessibility fo Medical Equipment

    Intellectually and/or Cognitively Disabled

    Blind or Visually Impaired

    Deaf or Hard-of-Hearing

    If you would like to request a copy of your completed survey, we can supply that for you. Please call or email, the Commonwealth Care Alliance ADA Compliance Officer: 

  • How is the survey scored?

    Review above Scoring Methodology for detail information on how the survey is scored, for each of the 5 categories. In order to have an ‘accommodation indicator’ icon as displayed above, providers must attain the required score. This document explains the scoring methodology and outlines for each question whether a ‘yes’ response is required to obtain an ‘accommodation indicator’ for each category.

  • Will I be required to fulfill any ADA standards that are not currently met by my facility?

    According to the contract with CMS and the state, Commonwealth Care Alliance has a responsibility to ensure that network providers are aware of and comply with Federal and State laws for persons with disabilities (Americans with Disabilities Act and Section 504 of the Rehabilitation Act of 1973).

    Commonwealth Care Alliance cannot legally require any contracted provider to fulfill ADA standards or state standards. CCA encourages all of its contracted providers to make efforts to train staff and renovate facilities to accommodate persons with disabilities and special needs. CCA is obligated by its contract with EOHHS and CMS to require its contracted providers to meet ADA standards.

  • When does the survey need to be completed by?

    We ask that you complete the survey at your earliest convenience. Going forward, all new providers will be required to complete this survey as part of the contract and onboarding process.We ask that you complete the survey at your earliest convenience. Going forward, all new providers will be required to complete this survey as part of the contract and onboarding process.

  • Will I be able to update the assessment/survey should the facility/provider make any changes to their accessibility?

    Yes, we strongly encourage you to send us an update should you make any changes that affect the accessibility of your programs or services. Please notify CCA’s Provider Network Management Department or the ADA Compliance Officer at that you have updated the survey.

*When you click this link, you will leave Commonwealth Care Alliance’s website.
On this page
Complete Survey*