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Quality Improvement Programs

Heritage Victor Valley Medical Group composes an annual Quality Improvement Program (QIP) and work plan. The Quality Improvement Program specifies the programs goals, objectives, scope, and organization structure as well as performance standards.

The QIP will monitor and evaluate medical care and services throughout the organization to increase cost-effectiveness. Medical Services, Inpatient Services, Clinical Compliance, Quality Management and contracted Behavioral Health Providers all play an equally important role in accomplishing this goal. Each department at HVVMG is responsible for meeting set performance standards, reviewing processes and procedures, to ensure we provide excellent service to our members and providers.

Provider Resources

SCAN December Provider Today Newsletter
2022 December Provider Update
2023 HVVMG Utilization Management (UM) Program
2023 HVVMG Language Assistance by Health Plan
2022 Affirmative Statement
2023 Medical Provider Manual
2023 HVVMG Grievance Program

Attestations and Training

Compliance Training

Click this link to access the following training modules 2022 Mandated Compliance Training Modules (6)

  • Compliance/Codes of Conduct

  • Fraud, Waste, and Abuse

  • HIPAA Privacy

  • Cyber Security

  • Model of Care

  • Cultural & Linguistics / Disability Sensitivity


Heritage Provider Network and Heritage Victor Valley Medical Group are committed to correcting, detecting, and preventing any violation of law, company policy or Code of Conduct, including incidents related to patient privacy breaches, fraud, waste, and abuse, and other issues of non-compliance. Reports of suspected violations may be made to:

Hotline(855) 625-7894 (toll-free)
Fax(661) 480-2099
Attn: Corporate Compliance Officer
Heritage Provider Network
44469 10th Street West
Lancaster, CA 93534

Non-retaliation statement: Heritage Provider Network and Heritage Victor Valley Medical Group’s code of conduct prohibits any retaliation against any individual for reporting in good-faith a compliance concern.

Corporate Compliance

Heritage Provider Network (HPN) has a tradition of caring for our patients and communities. We must demonstrate consistently that we have a commitment to act with absolute integrity. Unwritten, but certainly understood in our mission statement, is our continual pledge to comply with all federal, state and local regulations. Heritage Victor Valley Medical Group Compliance.

In further demonstration of our commitment, HPN has created a dedicated compliance portal

CMS Publications

Patient Rights

Heritage Victor Valley Medical Group Patients Have the Right:

  • To the highest quality healthcare possible.
  • To receive appropriate care, treatment, and consideration.
  • To be treated with dignity, courtesy and respect.
  • To participate actively in decisions regarding healthcare including refusingtreatment, if desired (to the extent permitted by law).
  • To receive full consideration of privacy and confidentiality during healthcare
    consultation, examination and treatment.
  • To confidential treatment of all communications and records pertaining to medical
  • To receive complete information about their health condition, to have input into
    proposed treatment plans and alternatives, including non-treatment, or second
    opinion, in order to give “informed consent” or to refuse treatment.
  • To reasonable responses to any reasonable requests they may make for service.
  • To leave the physician’s office or facility at any time, even against medical advice.
  • To be informed of continuing healthcare requirements following discharge from the physician’s office or hospital.
  • To know the cost of care and treatment and receive an explanation when required.
  • To receive information about the PMG/IPA services, its practitioners, providers and member’s rights and
  • To voice a complaint or appeal about the PMG/IPA or care that was provided.
  • To be represented by parents, guardians, family members or other conservators if members are unable to fully
  • participate in their treatment plan.

Heritage Victor Valley Medical Group Patients Have the Responsibility:

  • To keep scheduled appointments.
  • To provide complete information about past health.
  • To let us know if they don’t understand, or can’t follow, our healthcare instructions.
  • To participate fully in the treatment program they and their physician have agreed to.
  • To provide information about current medications or treatment being rendered by other physicians.
  • To know how to access healthcare services in routine, urgent and emergency situations.
  • To know the benefits and exclusions of their insurance coverage.

Non-Discrimination and Language Assistance

Heritage Provider Network and its affiliates are committed to establishing multicultural principles and practices throughout our organizational systems, services, and programs. We strive to reduce healthcare disparities and increase access by providing high quality, culturally competent healthcare. A key component of this goal is our desire to provide high quality healthcare to our members irrespective of their ethnicity, culture, religious beliefs, or language.

Non-Discrimination and Accessibility Notice

Heritage Victor Valley Medical Group, Inc. complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, disability, or sex. Heritage Victor Valley Medical Group, Inc. does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.

Heritage Victor Valley Medical Group, Inc.:
  • Provides aids and services at no cost to people with disabilities to communicate effectively with us, such as:
      • Qualified sign language interpreters
      • Written information in other formats (large print, audio, accessible electronic formats, other formats)
  • Provides free language services to people whose primary language is not English, such as:
      • Qualified interpreters
      • Information written in other languages

We offer at no cost to our members the following interpreter services:

1. Over-the-Phone Interpreter
2. Face-to-Face Interpreter
3. Hearing Impaired Services

If you need these services:

Contact our Customer Service Department

(800) 655-9999 
8:00 a.m. to 5:00 p.m. from Monday thru Friday

TDD/TTY: (800) 735-2922
8:00 a.m. to 5:00 p.m. from Monday thru Friday

For help after business hours or during the weekend please contact your health plan by calling the phone number listed on the back of your ID card.

If you believe that Heritage Victor Valley Medical Group, Inc. has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with:

Heritage Victor Valley Medical Group Member Services
(800) 655-9999

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil rights, electronically through the Office for Civil Rights Complaint Portal, which is available at:, or by mail or phone at:

U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C. 20201
1-800-368-1019, 800-537-7697 (TDD)

Complaint forms are available at: Such complaints must be filed within 180 days of the date of the alleged discrimination.

Getting Help in Your Language

Language Assistance Services

ATTENTION: If you speak another language, language assistance services, free of charge, are available to you. Call (866) 654-3471 (TTY: 818-654-3485).

Español (Spanish)
ATENCIÓN: Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al (866) 654-3471 (TTY: 818-654-3485).

Tiếng Việt (Vietnamese)
CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn. Gọi số (866) 654-3471 (TTY: 818-654-3485).

Tagalog (Tagalog ̶ Filipino)
PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa (866) 654-3471 (TTY: 818-654-3485).

한국어 (Korean)
주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다. (866) 654-3471 (TTY: 818-654-3485)번으로 전화해 주십시오.

注意:如果您使用繁體中文,您可以免費獲得語言援助服務。請致電 (866) 654-3471 (TTY: 818-654-3485)。

Հայերեն (Armenian)
ՈՒՇԱԴՐՈՒԹՅՈՒՆ՝ Եթե խոսում եք հայերեն, ապա ձեզ անվճար կարող են տրամադրվել լեզվական աջակցության ծառայություններ: Զանգահարեք (866) 654-3471 (TTY (հեռատիպ)՝ 818-654-3485):

Русский (Russian)
ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода. Звоните (866) 654-3471 (телетайп: 818-654-3485).

فارسی (Farsi)
توجه: اگر به زبان فارسی گفتگو می کنید، تسهیلات زبانی بصورت رایگان برای شما فتماس بگیرید. (866) 654-3471 (TTY: 818-654-3485) فراهم می باشد. با

日本語 (Japanese)
注意事項:日本語を話される場合、無料の言語支援をご利用いただけます。(866) 654-3471 (телетайп: 818-654-3485) まで、お電話にてご連絡ください。

Hmoob (Hmong)
LUS CEEV: Yog tias koj hais lus Hmoob, cov kev pab txog lus, muaj kev pab dawb rau koj. Hu rau (866) 654-3471 (TTY: 818-654-3485).

ਪੰਜਾਬੀ (Punjabi)
ਧਿਆਨ ਧਿਓ: ਜੇ ਤੁਸ ੀਂ ਪੰਜਾਬ ਬੋਲਿੇ ਹੋ, ਤਾੀਂ ਭਾਸ਼ਾ ਧ ਿੱਚ ਸਹਾਇਤਾ ਸੇ ਾ ਤੁਹਾਡੇ ਲਈ ਮੁਫਤ ਉਪਲਬਿ ਹੈ। (866) 654-3471 (TTY: 818-654-3485) 'ਤੇ ਕਾਲ ਕਰੋ।

العربية (Arabic)
ملحوظة: إذا كنت تتحدث اذكر اللغة، فإن خدمات المساعدة اللغوية تتوافر لك بالمجان. اتصل برقم (866) 654-3471
رقم هاتف الصم والبكم: (818-654-3485)

हिंदी (Hindi)
ध्यान दें: यदि आप हिंदी बोलते हैं तो आपके लिए मुफ्त में भाषा सहायता सेवाएं उपलब्ध हैं। (866) 654-3471 (TTY: 818-654-3485) पर कॉल करें।
ภาษาไทย (Thai)
เรียน: ถ้าคุณพูดภาษาไทยคุณสามารถใช้บริการช่วยเหลือทางภาษาได้ฟรี โทร (866) 654-3471 (TTY: 818-654-3485)

ខ្មែរ (Cambodian)
ប្រយ័ត្ន៖ ររ ើសិនជាអ្នកនិយាយ ភាសាខ្មែ , រសវាជំនួយមននកភាសា រោយមិនគិត្្នួល គឺអាចមានសំរា ់ ំររ ើអ្នក។ ចូ ទូ ស័ព្ទ (866) 654-3471 (TTY: 818-654-3485)។

ພາສາລາວ (Lao)
ໂປດຊາບ: ຖ້າວ່າ ທ່ານເວົ້າພາສາ ລາວ, ການບໍລິການຊ່ວຍເຫຼືອດ້ານພາສາ, ໂດຍບໍ່ເສັຽຄ່າ, ແມ່ນມີພ້ອມໃຫ້ທ່ານ. ໂທຣ (866) 654-3471 (TTY: 818-654-3485).
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