KP i-Library: MLP Patient Legal Journey

A Patient's MLP Legal Journey

Step 5 Resolution

Step 4 Legal Care

Step 3 Intake

Step 2 Triage

Step 1 Conflict Check

Step 1: Conflict Check

Done immediately

• Check if legal aid already represents someone else that prevents the MLP legal team from working with this patient
• If there is a conflict, MLP legal team will refer them elsewhere

Step 3: Intake

45 – 60-minute meeting (if eligible for services)

• Ask patient to share problems in their own words
• Gather demographic information
• Ask follow-up questions about referral issue & screen for other I-HELP issues
• Let patient know what MLP legal team can help with and how
• Discuss consent and what can be shared with healthcare team
• Mail or e-mail the patient an application for services (copy of intake info) so they can attest that info provided is true and verify their immigration status
• Let patient know legal aid will send a retainer for each issue (for extended services)

MLP legal team will close the referral if they can’t get ahold of the patient after reaching out 2-3 times over the course of two weeks at different times of the day.

Step 2: Triage

15-minute phone call1 - 3 days after referral

• Make introductions
• Determine if problem is within scope of MLP services
• Assess level of urgency (e.g., Does the patient have a hearing soon?)
• Schedule intake (if they are eligible for services)

A patient is ineligible for services if:

• Legal aid has a conflict with another client.
• They reside outside service area or don’t meet other eligibility criteria.
• The problem is outside scope of project (e.g., criminal matter).
• They’re already represented by an attorney in this matter.

Step 4: Legal Care

Can take anywhere from a day to many months to over a year (depends on complexity)Provide services to try and resolve the patient’s legal problem. If MLP legal team discovers an additional issue they can help with, timeline starts over.

Step 5: Resolution

Whenever issue has run its course

• Let patient know relationship is ending
• Send a case closed letter. Tell them to reach back out via health care team if they have future issues
• Collect outcomes data
• With patient permission, update the health care team about the outcome of the case

If a patient falls off at any point, MLP legal team will:

• Try to contact them several times
• Send the patient a letter asking them to get in touch with MLP legal team
• Close the case