Lois Wessel - Communicating with your Clients
Post on 04-Dec-2014
601 Views
Preview:
DESCRIPTION
Transcript
Communicating with your Clients:
Tools for Health and Social Service Providers
Lois Wessel, FNP-Associate Director for Programs, ACU
Center for Health Literacy
www.clinicians.org
Goal 1
Explain how language, culture and communication affect access to services and appropriate use of community resources
www.clinicians.org
Poor use of services
How are you taking it?
www.clinicians.org
Tip of the Iceberg
www.clinicians.org
Clients Bring…
6
LANGUAGE AND
LITERACY
RELIGION AND SPIRITUALITY
COMMUNITY VALUES
POLITICAL SITUATION
ECONOMIC SITUATION
INSURANCE STATUS
HEALTH CARE SYSTEM
FAMILY BELIEFS AND
HISTORY
Cultural Norms
7
Internal Factors
www.clinicians.org
External Factors
www.clinicians.org
Health Literacy
53%
12% 14%
22%
National Center for Education Statistics, 2006
www.clinicians.org
www.clinicians.org
Goal 2
• Describe federal civil rights legislation and how it pertains to consumers with Limited English Proficiency
www.clinicians.org
Civil Rights Legislation
• Title VI of the Civil Rights Act of 1964
• President Clinton's 2000 LEP Executive Order (Executive Order 13166)
• Mandates compliance for agencies receiving federal funds
Who Is Covered by Title VI?
DHHS Guidance and Requirements
Culturally and Linguistically Appropriate Services
(CLAS) Standards • Directed at Health
Care organizations• Guidelines • Culturally
Competent Care• Language Access• Organizational
Supports
Additional Legislation
www.clinicians.org
Goal 3
• Assess the barriers your organization has to communication based on language, culture and literacy
www.clinicians.org
Barriers
FORMSINTERPRE-
TATION
LITERACY LEVEL
DIRECTIONSLOCATION
FRONT DESK
www.clinicians.org
Walk Through Office
www.clinicians.org
Welcoming
www.clinicians.org
Pay Attention to Signs
www.clinicians.org
Listen to Another Language
www.clinicians.org
Assessment Tools
• National Center for Cultural Competence• Cross Cultural Healthcare Program• HRSA• American Speech Language and Hearing
Association
www.clinicians.org
Goal 4
• Demonstrate how health and other social service agencies can create consumer friendly environments that address language, culture and literacy
www.clinicians.org
The Culture of Your Organization
26
Organizational Commitment
Organizational Practice
www.clinicians.org
Example: LEP
• Purpose: MobileMed serves a diverse population of patients who speak a language other than English. MobileMed is committed to providing culturally-sensitive and language-appropriate care for each patient. High-quality interpretation services enhance the quality of clinical care provided by MobileMed. There are several ways in which interpretation services are provided at MobileMed.
• Guidelines and Procedures….
• Source: Mobile Medical Care, Inc. Bethesda MD
www.clinicians.org
I Speak Cards
30
Appropriate Interpretation Services
http://www.access2interpreters.com/images/Interpreters.jpg
Linguistic Competence
• Language Access Services• Linguistically/culturally
competent Staff• Signs, brochures, posters
culturally and linguistically appropriate
• Health education materials culturally and linguistically appropriate
32
Organizational Demands
• Intake Protocols• Dissemination of
Information• Use of community
partners• Office Flow• Office
Communication
www.clinicians.org
Staff
• Diversity• Staff Training• Performance
Review• Support for
Training• Self Assessment
www.clinicians.org
Goal 5
• Identify ways to incorporate low-cost consumer friendly tools into your office setting to reduce barriers to communication
www.clinicians.org
Universal Precautions Approach
Simple Signs
www.clinicians.org
Arlington Free Clinic
Appropriate Education
www.clinicians.org
Consumer Friendly Materials
• Simple font (12 pt)• Layout• Writing level• Appearance• Cultural context• Limit message to one or
two key points• Supplement with visuals• Plain Language
http://www.dshs.state.tx.us/diabetes/patient.shtm
Words Count
www.clinicians.org
Use of Community Workers
www.clinicians.org
Slide Idea: Tawara Goode, National Center for Cultural Competence, 2009
Pieces All Need to Fit Together
For More Information
Association of Clinicians for the Underserved (ACU)www.clinicians.orglwessel@clinicians.org
www.facebook.com/CliniciansfortheUnderserved
www.clinicians.org
@ACUnderserved
top related