Cultural and Linguistic Services Training: SFHP Provider Network

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Cultural and Linguistic Services Training: SFHP Provider Network"

Transcription

1 Cultural and Linguistic Services Training: SFHP Provider Network

2 Training Goals Define terms related to language access Learn how to work with interpreters Define culture, cultural competence, and cultural humility Learn how to address LGBT (lesbian, gay, bisexual, and transgender) communities Reflect on strategies for working with seniors and persons with disability

3 Terminology: What and Whom are We Discussing? Limited English Proficient (LEP) The term Limited English Proficient means that an individual cannot speak, read, write, or understand the English language at a level that permits him or her to interact effectively with clinical or non clinical staff in a health care setting. Language Access Services Language access services is the collective name for any service that helps an LEP patient obtain the same access to and understanding of health care as an English speaker would have. Language access services can include the use of bilingual staff and interpreters, as well as the provision of translated documents.

4 Terminology Interpreting* The process of understanding and analyzing a spoken or signed message and re expressing that message faithfully, accurately and objectively in another language, taking the cultural and social context into account. Translation* The conversion of a written text into a corresponding written text in a different language. NOTE: Interpreting and translation, when done well, both accurately capture the meaning of the original message. One is not more accurate than the other, or more faithful to the message. The primary difference is the source of that original message. *Excerpted from The Terminology of Health Care Interpreting: A Glossary of Terms published by The National Council on Interpreting in Health Care, downloadable FREE from their website at

5 Why is Linguistic Access Important? Accurate communication between patient and health care provider/health plan is essential for proper diagnosis, treatment, and patient compliance Helps reduce health disparities Is a quality of care issue Makes business sense Federal and state requirements

6 Asking about Language Preference How you ask a patient about his or her language will affect the response you get. Poor: You (or the patient) won t need an interpreter, will you? Asking the question this way discourages the patient, or the person who is making the appointment, from asking for the language assistance that he or she may need. Basic: What language do you (or the patient) speak at home? This question will get you information about the patient s home language, but ignores the possibility that the patient may be bilingual in English as well.

7 Asking about Language Preference Better: Will an interpreter be needed? In what language? This question may generate some information. But, patients may reply in the negative, believing that they have to either bring their own interpreter or have a family member interpret. Thus, you will not get an accurate record of how many LEP patients you are treating and from what language groups. BEST: In what language do you (or the person for whom you are making the appointment) prefer to receive your health care? Asking the question this way will provide you information on the language the patient feels he or she needs to speak in a health related conversation. If the answer is a language other than English, you can plan to have language assistance available for the patient, and you should add this information to the record.

8 Linguistic Access Helps Reduce Health Disparities Patients with language barriers experience: More outpatient drug complications. An increase in other medical problems and lower medication compliance. More likelihood of serious side effects More likelihood of unnecessary and invasive tests Grant Makers Health Issue Brief No. 18, August San Francisco, CA

9 Linguistic Access: Business Value Reduce medical errors Increase patient satisfaction Increase compliance Decrease costs for diagnostic testing Reduce unnecessary admissions More efficient member interactions Better community relations

10 Using Family Members, Friends or Minors as Interpreters May withhold information from patient from embarrassment, protection, emotional involvement Have their own agenda Children: parent disempowerment, role reversal Can cause guilt & trauma Serious mistakes

11 Tracking Language Preference It is important to record information on interpreter needs and language preference. Basic: Add a color or letter code to the patient s chart, noting that he or she needs an interpreter. Designate a code or color for each language. Better: Add the information under Notes in a patient s entry in your patient database, so that when a receptionist calls up the patient s record to make an appointment, the information about the need for an interpreter and the language can be noted as well. BEST: Add a question on your patient registration form or in your practice management system. Not only will you know when a patient is scheduled that he or she will need an interpreter, you will also be able to track how many patients you have who speak a particular language and how often they are seen.

12 Regulations Mandating Use of Interpreters for LEP Patients Federal Title VI of the Civil Rights Act of 1964 EMTALA Hill Burton Act Executive Order CMS State DMHC, SB853 DHCS (MediCal) Healthy Families, AIM Others JCAHO Note: This is not just an SFHP requirement!

13 SFHP Oversight Requirements of Medical Groups Notify members of their rights: Interpreter services at no charge when accessing health care Not use friends, family members or minors as interpreters unless specifically requested by the member Request face to face or telephone interpreter services Receive informing documents translated into threshold languages File grievances or complaints if linguistic needs are not met Notify PCPs of language member speaks Provide qualified interpreters/bilingual staff Train providers and office staff about linguistic access and cultural awareness

14 Working with Trained Interpreters, On Site Greet the patient first, not the interpreter. Face and talk to the patient directly. Speak at an even pace in relatively short segments. Speak in standard English and avoid medical terminology and jargon Ask one question at a time. Avoid interrupting the interpretation. Don t make assumptions about the patient s education level. An inability to speak English does not necessarily indicate a lack of education.

15 Working with Trained Interpreters over the Phone When working with an interpreter over a speakerphone or with dual head/handsets, many of the principles of on site interpreting apply. The only additional thing to remember is that the interpreter is blind to the visual cues in the room. When the interpreter comes onto the line let the interpreter know who you are, who else is in the room, what sort of office practice this is, what sort of appointment this is. For example, Hello interpreter, this is Dr. Jameson. I have Mrs. Dominguez and her adult daughter here for Mrs. Dominguez annual exam. Give the interpreter the opportunity to quickly introduce him/herself to the patient. If you point to a chart, a drawing, a body part or a piece of equipment, verbalize what you are pointing to as you do it.

16 What is Culture? Culture consists of a body of learned beliefs, traditions, and guides for behaving and interpreting behavior that is shared among members of a particular group, and that group members use to interpret their experiences of the world.

17 Cultural Awareness versus Cultural Competence Cultural awareness is being cognizant, observant, and conscious of similarities and differences among and between cultural groups. (National Center for Cultural Competence, Goode, 2001, 2006) Cultural and linguistic competence is a set of congruent behaviors, attitudes, and policies that come together in a system, agency, or among professionals that enables effective work in crosscultural situations.

18 What is Cultural Competence in Health Care? Recognition that people of different cultures have different ways of communicating, behaving, interpreting, and problem solving. Recognition that cultural beliefs impact patient s health beliefs, help seeking activities, interactions with health care professionals, health care practices, and health care outcomes, including adherence to prescribed regimens.

19 Cultural Influences Influences can be above or below the surface, seen and unseen.

20 Cultural Humility: An Ongoing Process Cultural humility: A commitment and active engagement in a lifelong process that individuals enter into on an ongoing basis with patients, communities, colleagues, and with themselves A process that requires humility in how we bring into check the power imbalances that exist in the dynamics of communication (Drs. Melanie Tervalon and Vivian Chavez)

21 SFHP Membership by Language SFHP Member Demographics SFHP Membership by Race/Ethnicity

22 California: Demographic Trends (California Department of Social Services) 1% California % 9% 15% 1% California % 7% 31% Caucasian Black Hispanic Asian Pacific Islander Native American 47% 6%

23 Caring for LGBT Communities Identify your own LGBT perceptions and biases as a first step in providing the best quality care Many LGBT people do not disclose our sexual orientation or gender identity because we don t feel comfortable or we fear receiving substandard care. Practice some helpful phrases: Do you have sex with men, women, or both? What pronoun do you prefer I use when referring to you? I m glad you shared that with me. I know that might have been difficult to tell me. Is there anything else in connection with your health care that I should know about?

24 Caring for LGBT Communities The California Department of Public Health maintains a list of helpful LGBT related resources: Homelessness LGBT Curricula in Schools Mental Health Legal Issues Affordable Care Act Census and LGBT Demographic Studies Drug and Alcohol Abuse Gender Identity Health Disparities HIV/AIDS

25 Caring for Seniors and Persons with Disabilities (SPDs) Meeting the individual accommodation needs of SPDs to the extent possible ensures the following: The practice provides appropriate and effective care Compliance with the federal Americans with Disabilities Act (ADA) and Section 504 of the 1973 Rehabilitation Act. The ADA and Section 504 require that healthcare services provide certain accommodations that ensure equitable and non discriminatory access to care. 70% of SFHP members with disabilities live with 2+ chronic conditions and 16% of these members have diabetes (compared with 7% in gen. pop.) About 25% have 4+ chronic conditions 30% of beneficiaries with disabilities receive treatment for mental health conditions annually

26 Accommodations: What Patients May Need Physical accessibility Effective communication Sign language interpreters, assistive listening devices, print materials in accessible formats Policy modification (for example, to allow more time for an office visit) Accessible medical equipment

27 Dimensions of Disability Disease/ Multiple Medications Visual Impairment Hearing Impairment Seniors/Persons with Disability Caregiver Burden Physical Impairment Cognitive Impairment/ Mental Health Adapted from US Dept of Health and Human Services, 2007

28 Examples of Preferred Terms Acceptable He had polio A person who uses a wheelchair She has a disability A person with a spinal curvature Offensive He was stricken with or a victim of polio Confined to a wheelchair, wheelchair bound She is crippled Hunchback, humpback

29 Questions? Need more info? Contact: Anna Le Mon or (415) for more information or resources

COMMUNICATION ASSISTANCE

COMMUNICATION ASSISTANCE Page 1 of 8 Values Context: Practicing within the context of our core values of Dignity, Excellence, Service and Justice ensures the provision of respect for each person, accountability, commitment to

More information

Limited English Proficient Enrollee Access to Health Plan Grievance Systems

Limited English Proficient Enrollee Access to Health Plan Grievance Systems P O L I C Y B R I E F December 2004 Limited English Proficient Enrollee Access to Health Plan Grievance Systems An Assessment of Health Plan Compliance with DMHC Regulations Title 28 Section 1300.68 (b)(3)

More information

Knowledge, Skills, and Abilities Essential to Cultural Competence

Knowledge, Skills, and Abilities Essential to Cultural Competence Knowledge, Skills, and Abilities Essential to Cultural Competence Knowledge of the: culture, history, traditions, values, and family systems of culturally diverse customers. impact of culture on the behaviors,

More information

Civil Rights Compliance

Civil Rights Compliance Civil Rights Compliance Agenda Civil Rights Laws Types of Discrimination The 113: 6 Big Issues Questions & Answers 2 Goals Of Civil Rights Compliance Equal treatment for all FDPIR applicants and beneficiaries

More information

Interpreter Services Staff Dialects Customers HCIN/trained med interp Video/ teleconferencing NPO interpreters Illicit interpreters Global political impacts Fed/State impacts County impacts WEX workers

More information

EFFECTIVE COMMUNICATION IN HOSPITALS INITIATIVE

EFFECTIVE COMMUNICATION IN HOSPITALS INITIATIVE 1 EFFECTIVE COMMUNICATION IN HOSPITALS INITIATIVE for Individuals Who Are LIMITED ENGLISH PROFICIENT (LEP) and Individuals Who Are DEAF OR HARD OF HEARING Tamara L. Miller Deputy Director for Civil Rights

More information

Medical College of Georgia Augusta, Georgia School of Medicine Competency based Objectives

Medical College of Georgia Augusta, Georgia School of Medicine Competency based Objectives Medical College of Georgia Augusta, Georgia School of Medicine Competency based Objectives Medical Knowledge Goal Statement: Medical students are expected to master a foundation of clinical knowledge with

More information

Understanding CLAS Standards

Understanding CLAS Standards Understanding CLAS Standards Kaiser Permanente has adopted all fourteen Culturally and Linguistically Appropriate Services (CLAS) Standards which are aligned with and facilitate achievement of the; 1)

More information

Bryant T. Aldridge Rehabilitation Center Unit Specific Inclusive Diversity Analysis: CULTURAL COMPETENCY AND DIVERSITY PLAN February 2015

Bryant T. Aldridge Rehabilitation Center Unit Specific Inclusive Diversity Analysis: CULTURAL COMPETENCY AND DIVERSITY PLAN February 2015 Bryant T. Aldridge Rehabilitation Center Unit Specific Inclusive Diversity Analysis: CULTURAL COMPETENCY AND DIVERSITY PLAN February 2015 Prepared by Brian Agan A Cultural Competency and Inclusive Diversity

More information

AHF MCO of Florida, Inc. Positive Healthcare Florida 2013 Cultural Competency Program

AHF MCO of Florida, Inc. Positive Healthcare Florida 2013 Cultural Competency Program Positive Healthcare Florida Table of Contents Mission and Values... 1 Purpose. 1 Program Goals 1 Authority and Responsibility.. 2 Program Components.. 2 Principal Standard 2 Governance, Leadership and

More information

SHP_2014691. Cultural Competency and Healthcare Literacy Training

SHP_2014691. Cultural Competency and Healthcare Literacy Training Cultural Competency and Healthcare Literacy Training Agenda Health Communication Health Literacy Cultural Competency Limited English Proficiency (LEP) Auxiliary Aids & Interpreter Services Ensuring Compliance

More information

HIPAA Notice of Privacy Practices

HIPAA Notice of Privacy Practices HIPAA Notice of Privacy Practices THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY. This Notice

More information

Ensure Compliance with the Joint Commission s

Ensure Compliance with the Joint Commission s Ensure Compliance with the Joint Commission s New Standards for Patient-Centered Communication 10 Question Checklist 2011 CyraCom, LLC New Standards Checklist Does your Hospital Comply with the Joint Commission

More information

Rush Center Statewide LGBT Community Survey Results Prepared for Georgia Equality and The Health initiative by the Shapiro Group

Rush Center Statewide LGBT Community Survey Results Prepared for Georgia Equality and The Health initiative by the Shapiro Group Rush Center Statewide LGBT Community Survey Results Prepared for Georgia Equality and The Health initiative by the Shapiro Group In an effort to better understand the needs of gay, lesbian, bisexual and

More information

PHC Florida 2014 Cultural Competency Program

PHC Florida 2014 Cultural Competency Program PHC Florida Table of Contents Mission and Values... 1 Purpose. 1 Program Goals 1 Authority and Responsibility.. 2 Program Components.. 2 Principal Standard 2 Governance, Leadership and Workforce 2 Communication

More information

Faculty Handbook for the Deaf and Hard of Hearing Program

Faculty Handbook for the Deaf and Hard of Hearing Program Faculty Handbook for the Deaf and Hard of Hearing Program The Deaf and Hard of Hearing Program has been providing services for deaf and hard of hearing adults at Napa Valley College since 1964. Deaf and

More information

Granite State Health Plan s New Hampshire Healthy Families (NHHF) 2015 Cultural Competency Plan

Granite State Health Plan s New Hampshire Healthy Families (NHHF) 2015 Cultural Competency Plan Granite State Health Plan s New Hampshire Healthy Families (NHHF) 2015 Cultural Competency Plan INTRODUCTION New Hampshire Healthy Families (NHHF) is committed to establishing multicultural principles

More information

Express those spiritual beliefs and cultural practices that do not harm or interfere with the planned course of medical therapy for you.

Express those spiritual beliefs and cultural practices that do not harm or interfere with the planned course of medical therapy for you. Patient Rights The Palo Alto Medical Foundation (PAMF) is committed to providing high quality, costeffective health care to our patients. We believe every patient deserves to be treated with respect, dignity

More information

INTERPRETING SERVICES PROGRAM

INTERPRETING SERVICES PROGRAM INTERPRETING SERVICES PROGRAM WHOM DO WE SERVICE? Deaf, Hard of hearing & Deafblind Limited English Proficient (LEP) patients Family members and companions TRAINING OBJECTIVES Why it is Important: Federal,

More information

HEALTH CARE RIGHTS AND TRANSGENDER PEOPLE March 2012

HEALTH CARE RIGHTS AND TRANSGENDER PEOPLE March 2012 HEALTH CARE RIGHTS AND TRANSGENDER PEOPLE March 2012 For the first time, the Affordable Care Act of 2010 banned sex discrimination in many health care facilities and programs. While we still desperately

More information

Public Health Management Corporation Annual Progress Report: 2010 Formula Grant

Public Health Management Corporation Annual Progress Report: 2010 Formula Grant Public Health Management Corporation Annual Progress Report: 2010 Formula Grant Reporting Period July 1, 2012 December 31, 2012 Formula Grant Overview The Public Health Management Corporation received

More information

Cultural Competence in Healthcare

Cultural Competence in Healthcare Cultural Competence in Healthcare WWW.RN.ORG Reviewed March, 2015, Expires April, 2017 Provider Information and Specifics available on our Website Unauthorized Distribution Prohibited 2015 RN.ORG, S.A.,

More information

Crossing Barriers: Communication Across Language Barriers

Crossing Barriers: Communication Across Language Barriers Section 3: Crossing Barriers: Communication Across Language Barriers LA0784 01/13 Excerpt from Better Communication, Better Care: A Provider Toolkit for Serving Diverse Populations 2013 L.A. Care Health

More information

plan s LAP services particularly a health plan s oral interpreter s services in the clinical setting.

plan s LAP services particularly a health plan s oral interpreter s services in the clinical setting. Provider Group Frequently Asked Questions Health Plan Implementation of the Department of Managed Health Care s (DMHC) Language Assistance Program 1. What are the DMHC Language Assistance Program Regulations

More information

Cultural Competence: Essential Ingredient for Successful Transitions of Care

Cultural Competence: Essential Ingredient for Successful Transitions of Care Cultural Competence: Essential Ingredient for Successful Transitions of Care Health care professionals increasingly recognize the crucial role that culture plays in the healthcare of a client or patient

More information

Culturally and Linguistically Appropriate Services (CLAS) Toolkit

Culturally and Linguistically Appropriate Services (CLAS) Toolkit Culturally and Linguistically Appropriate Services (CLAS) Toolkit CLAS Toolkit Contents: Department of Health CLAS Assessment Recommendations List of the 14 CLAS Standards Definition of Terms Implementation

More information

UTILIZATION OF INTERPRETERS

UTILIZATION OF INTERPRETERS 1. INTRODUCTION UTILIZATION OF INTERPRETERS People with limited English proficiency (LEP) and people who are deaf or hard of hearing face many barriers to health and mental health care. When communication

More information

Summary of Recommendations Providing culturally and linguistically appropriate services is a critical component in promoting

Summary of Recommendations Providing culturally and linguistically appropriate services is a critical component in promoting November 9, 2015 Jocelyn Samuels Director Office for Civil Rights U.S. Department of Health and Human Services 200 Independence Avenue, SW Washington, DC 20201 Main Office 7501 Wisconsin Ave. Suite 1100W

More information

CeltiCare Health Plan of Massachusetts, Inc. (CeltiCare Health) 2015 Cultural Competency Plan

CeltiCare Health Plan of Massachusetts, Inc. (CeltiCare Health) 2015 Cultural Competency Plan CeltiCare Health Plan of Massachusetts, Inc. (CeltiCare Health) 2015 Cultural Competency Plan INTRODUCTION CeltiCare Health is committed to establishing multicultural principles and practices throughout

More information

Interpreting and Translation in NHS Lothian Policy for Meeting the Needs of People with Limited English Proficiency

Interpreting and Translation in NHS Lothian Policy for Meeting the Needs of People with Limited English Proficiency Interpreting and Translation in NHS Lothian Policy for Meeting the Needs of People with Limited English Proficiency Unique ID: NHSL. Author (s): James Robinson Category/Level/Type: 1 policy/protocol Version:

More information

EQUALITY IMPACT ASSESSMENT AND ANALYSIS (EqIAA)

EQUALITY IMPACT ASSESSMENT AND ANALYSIS (EqIAA) EQUALITY IMPACT ASSESSMENT AND ANALYSIS (EqIAA) Name of Function under consideration: Is this Function Major, Minor yet likely to have a major impact or Neither Case management system for Human Resources

More information

Northeast Behavioral Health Partnership, LLC. Cultural Competency Program Description and Annual Plan

Northeast Behavioral Health Partnership, LLC. Cultural Competency Program Description and Annual Plan Cultural Competency Program Description and Annual Plan July 1, 2010 through June 30, 2011 Table of Contents Mission Statement... 1 Cultural Competency Program Description Introduction... 2 What is Cultural

More information

WA HEALTH LANGUAGE SERVICES POLICY September 2011

WA HEALTH LANGUAGE SERVICES POLICY September 2011 WA HEALTH LANGUAGE SERVICES POLICY September 2011 CULTURAL DIVERSITY UNIT PUBLIC HEALTH DIVISION . WA HEALTH LANGUAGE SERVICES POLICY WA HEALTH LANGUAGE SERVICES POLICY... 2 Foreword... 3 1 CONTEXT...

More information

Default Question Block

Default Question Block 1 of 8 5/2/2013 3:57 PM Default Question Block Thank you for agreeing to complete this anonymous survey about your gynecological and reproductive health. "Anonymous' means that no information that would

More information

AT A GLANCE: 800-547-7433. Exclusive support for lesbian, gay, bisexual, and transgender people facing addiction, mental or sexual health concerns.

AT A GLANCE: 800-547-7433. Exclusive support for lesbian, gay, bisexual, and transgender people facing addiction, mental or sexual health concerns. Providing the LGBT community a comfortable, safe alternative to traditional treatment programs for over 27 years. LGBT Program Dual Diagnosis Licensure 24-Hour Nursing Care/Detox Serene, Retreat-Like Setting

More information

Cultural Competency Training Resources

Cultural Competency Training Resources Competency Training Resources What is Competency? HRSA s Definition of Competency: The term is officially defined as the congruent behaviors, attitudes, and policies that come together to enable systems,

More information

Providing Quality Health Care to a Multicultural America

Providing Quality Health Care to a Multicultural America Providing Quality Health Care to a Multicultural America Kern Health Systems commitment is to provide quality health care to our culturally and linguistically diverse member population. Cultural and Linguistic

More information

Disability Etiquette

Disability Etiquette Disability Etiquette Fear of the unknown and lack of knowledge about how to act can lead to uneasiness when meeting a person who has a disability. Remember: a person with a disability is a person with

More information

Using Medical Interpreters in Family PACT Settings

Using Medical Interpreters in Family PACT Settings Using Medical Interpreters in Family PACT Settings Self Study Module Presented by Office of Family Planning California Department of Public Health 0 Accompanying Documents for this Module The module evaluation

More information

POLICY and PROCEDURE. TITLE: Medical Interpreter Services. TITLE: Medical Interpreter Services

POLICY and PROCEDURE. TITLE: Medical Interpreter Services. TITLE: Medical Interpreter Services TITLE: Medical Interpreter Services Number: 9494 Version: 9494.6 Type: Patient Care Author: Elizabeth Swan POLICY and PROCEDURE Effective Date: 2/1/2012 Original Date: 9/15/2008 Approval Date: 1/24/2012

More information

Questions or comments regarding the LEP Plan may be submitted to Community Senior Services President/CEO:

Questions or comments regarding the LEP Plan may be submitted to Community Senior Services President/CEO: Title VI Complaint Policy and Procedures & Limited English Proficiency Plan Notification Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of color, race or national origin.

More information

EQUALITY, DIVERSITY AND INCLUSION POLICY

EQUALITY, DIVERSITY AND INCLUSION POLICY 1. Policy EQUALITY, DIVERSITY AND INCLUSION POLICY Victim Support is committed to tackling all forms of discrimination and inequality in both the workplace and the services the organisation provides. This

More information

OMH's Physician's Practical Guide to Culturally Competent Care: A Tool to Reduce Health Disparities

OMH's Physician's Practical Guide to Culturally Competent Care: A Tool to Reduce Health Disparities OMH's Physician's Practical Guide to Culturally Competent Care: A Tool to Reduce Health Disparities C. Godfrey Jacobs Project Director, SRA International Guadalupe Pacheco, MSW Project Officer, Office

More information

Jessica Loney, RN, MSN 1

Jessica Loney, RN, MSN 1 Presented by Jessica Loney, RN, MSN April 30, 2014 1 Introduce the CLAS Standards Discuss the need for CLAS Standards Review the CLAS Standards Discuss how the CLAS standards are applied 2 Services that

More information

2013 CPT Coding Changes Psychiatry

2013 CPT Coding Changes Psychiatry 2013 CPT Coding Changes Psychiatry CPT made dramatic changes to this coding section to better reflect the different work performed by physicians and other healthcare professionals and to capture changes

More information

Cultural Competency Plan

Cultural Competency Plan Cultural Competency Plan Table of Contents Cultural Competency Overview What is Cultural Competency? Linguistic Competence: Definition Alliance s Mission, Vision and Values Background and the Agency s

More information

CROSS-CULTURAL EDUCATION PRIMER

CROSS-CULTURAL EDUCATION PRIMER CROSS-CULTURAL EDUCATION PRIMER Goal of Primer Background Key Components of Cross-Cultural Care References Developed by the Culturally Competent Care Education Committee at HMS, the following is a brief

More information

Idaho Peer Support Specialist Training Application

Idaho Peer Support Specialist Training Application Idaho Peer Support Specialist Training Application This application must be received no later than July 31, 2015 Before completing this application, please first review the minimum requirements for applicants

More information

NONDISCRIMINATION POLICY

NONDISCRIMINATION POLICY NONDISCRIMINATION POLICY POLICY As a recipient of Federal financial assistance, Franciscan Health System (FHS) does not exclude, deny benefits to, or otherwise discriminate against any person on the basis

More information

HELP! Does Anyone Speak Spanish? Legal requirements and best practices for interpreting in health care

HELP! Does Anyone Speak Spanish? Legal requirements and best practices for interpreting in health care HELP! Does Anyone Speak Spanish? Legal requirements and best practices for interpreting in health care Maryland Health Disparities Conference and Public Health Forum April 23-24, 2007 Darci Graves, MA,

More information

2006 HOSPITAL REQUIREMENTS RELATED TO THE PROVISION OF CULTURALLY AND LINGUISTICALLY APPROPRIATE HEALTH CARE

2006 HOSPITAL REQUIREMENTS RELATED TO THE PROVISION OF CULTURALLY AND LINGUISTICALLY APPROPRIATE HEALTH CARE 2006 HOSPITAL REQUIREMENTS RELATED TO THE PROVISION OF CULTURALLY AND LINGUISTICALLY APPROPRIATE HEALTH CARE 2006 All Rights Reserved Prepared by the Division of Standards and Survey Methods The Joint

More information

LANGUAGE ACCESS LEGAL CHEAT SHEET FEDERAL LAWS RELATED TO LANGUAGE ACCESS

LANGUAGE ACCESS LEGAL CHEAT SHEET FEDERAL LAWS RELATED TO LANGUAGE ACCESS New York Lawyers For the Public Interest, Inc. 151 West 30 th Street, 11 th Floor New York, NY 10001-4007 Tel 212-244-4664 Fax 212-244-4570 TDD 212-244-3692 Email info@nylpi.org Website www.nylpi.org LANGUAGE

More information

Revised 18 January 2013. The University of Texas at Austin University Compliance Services

Revised 18 January 2013. The University of Texas at Austin University Compliance Services The University of Texas at Austin University Hello and welcome. This portion of the Compliance Program will introduce you to the topic of Employment Discrimination, and the University's policies and procedures

More information

Equality, Diversity and Inclusion Policy UK and Republic of Ireland v4 10/09/ Introduction and Scope Aims Policy Application 3

Equality, Diversity and Inclusion Policy UK and Republic of Ireland v4 10/09/ Introduction and Scope Aims Policy Application 3 ON-SITE SERVICES HR POLICY DOCUMENT Equality, Diversity and Inclusion Policy UK and Republic of Ireland v4 10/09/2015 Contents Page Number 1. Introduction and Scope 1 2. Aims 2 3. Policy Application 3

More information

Cultural Competency

Cultural Competency Cultural Competency 2016 1 Learning Objectives After completing the course you will understand:: The variety of cultural groups in CalOptima s service area Services that promote equal access to health

More information

3. Rapid Impact Assessment summary report

3. Rapid Impact Assessment summary report Audit Risk Level: HIGH (Risk level will be added by EQIA steering group) 3. Rapid Impact Assessment summary report Each of the numbered sections below must be completed Interim report Final report x (Tick

More information

Department of Social Work Standards of Professional and Ethical Behavior

Department of Social Work Standards of Professional and Ethical Behavior Department of Social Work Standards of Professional and Ethical Behavior The Department of Social Work at the Metropolitan State University of Denver is mandated by the Council on Social Work Education

More information

Summary of HHS s Proposed Rule on Nondiscrimination in Health Programs and Activities

Summary of HHS s Proposed Rule on Nondiscrimination in Health Programs and Activities October 2015 Issue Brief Summary of HHS s Proposed Rule on Nondiscrimination in Health Programs and Activities Elizabeth Cornachione, MaryBeth Musumeci, and Samantha Artiga Executive Summary On September

More information

Improving Health Care for People with Developmental Disabilities: Cultural Competencies for Providers and Systems

Improving Health Care for People with Developmental Disabilities: Cultural Competencies for Providers and Systems Improving Health Care for People with Developmental Disabilities: Cultural Competencies for Providers and Systems This document highlights competencies for health care providers and systems in order to

More information

Standard 4 Equality and inclusion

Standard 4 Equality and inclusion Standard 4 Equality and inclusion Your Name: Workplace: Start Date: Completion Date: Contents 1. The value and the importance of equality and inclusion 2. Providing inclusive support 3. Access information,

More information

3. Rapid Impact Assessment summary report

3. Rapid Impact Assessment summary report (Risk level will be added by EQIA steering group) 3. Rapid Impact Assessment summary report Each of the numbered sections below must be completed Interim report Final report x (Tick as appropriate) 1.

More information

Working with Medical Interpreters

Working with Medical Interpreters Working with Medical Interpreters The need for clarity and understanding is paramount in any setting where people seek services. But in a hospital or clinic, life-and-deathdecisions hinge on immediate,

More information

DEPARTMENT OF PUBLIC WORKS MANAGEMENT MANUAL

DEPARTMENT OF PUBLIC WORKS MANAGEMENT MANUAL DEPARTMENT OF PUBLIC WORKS MANAGEMENT MANUAL Personnel Directive Subject: PROCEDURE FOR PREVENTING AND/OR RESOLVING PROBLEMS RELATED TO SEXUAL HARASSMENT ADOPTED BY THE BOARD OF PUBLIC WORKS, CITY OF LOS

More information

Chapter 8 Communication Skills. Section 8.1 Defining Communication Section 8.2 Elements of Speech and Writing

Chapter 8 Communication Skills. Section 8.1 Defining Communication Section 8.2 Elements of Speech and Writing Chapter 8 Communication Skills Section 8.1 Defining Communication Section 8.2 Elements of Speech and Writing Defining Communication Key Terms communication channels/ media feedback barriers setting distractions

More information

Technical Assistance Document 5

Technical Assistance Document 5 Technical Assistance Document 5 Information Sharing with Family Members of Adult Behavioral Health Recipients Developed by the Arizona Department of Health Services Division of Behavioral Health Services

More information

Swiss American Hotel 534 Broadway Street, San Francisco, CA 94133 Phone (415) 397-4338 Fax (415) 397-4334

Swiss American Hotel 534 Broadway Street, San Francisco, CA 94133 Phone (415) 397-4338 Fax (415) 397-4334 Swiss American Hotel 534 Broadway Street, San Francisco, CA 94133 Phone (415) 397-4338 Fax (415) 397-4334 An Affordable Housing Community Professionally Managed by Chinatown Community Development Center

More information

Patient Survey. If you have any queries about the questionnaire, please call the FREEPHONE helpline number on

Patient Survey. If you have any queries about the questionnaire, please call the FREEPHONE helpline number on Patient Survey This questionnaire is about your care and treatment for cancer. Its purpose is to provide information which can help the NHS monitor and improve the quality of health services for future

More information

SCHOOL SAFETY & VIOLENCE PREVENTION FOR LESBIAN, GAY, BISEXUAL & TRANSGENDER STUDENTS:

SCHOOL SAFETY & VIOLENCE PREVENTION FOR LESBIAN, GAY, BISEXUAL & TRANSGENDER STUDENTS: SCHOOL SAFETY & VIOLENCE PREVENTION FOR LESBIAN, GAY, BISEXUAL & TRANSGENDER STUDENTS: A Question & Answer Guide for California School Officials & Administrators A publication of the California Safe Schools

More information

Exclusive support for lesbian, gay, bisexual, and transgender people facing addiction, mental or sexual health concerns.

Exclusive support for lesbian, gay, bisexual, and transgender people facing addiction, mental or sexual health concerns. Exclusive support for lesbian, gay, bisexual, and transgender people facing addiction, mental or sexual health concerns. 800-547-7433 Pride-institute.com Treatment Philosophy PRIDE Institute strengthens

More information

Wright. Doctor of Psycholog y Program in Clinical Psycholog y I N S T I T U T E

Wright. Doctor of Psycholog y Program in Clinical Psycholog y I N S T I T U T E T H E Wright I N S T I T U T E 2728 Durant Avenue Berkeley, CA 94704 (510) 841-9230 info@wi.edu www.wi.edu Doctor of Psycholog y Program in Clinical Psycholog y Application for Admission Fall 2010 The

More information

EQUALITY AND DIVERSITY POLICY AND PROCEDURE

EQUALITY AND DIVERSITY POLICY AND PROCEDURE EQUALITY AND DIVERSITY POLICY AND PROCEDURE TABLE OF CONTENTS PAGE NUMBER : Corporate Statement 2 Forms of Discriminations 2 Harassment and Bullying 3 Policy Objectives 3 Policy Implementation 4 Commitment

More information

Racial Harassment and Discrimination Definitions and Examples (quotes are from the Stephen Lawrence Inquiry report, 23 March, 1999)

Racial Harassment and Discrimination Definitions and Examples (quotes are from the Stephen Lawrence Inquiry report, 23 March, 1999) APPENDIX C Racial Harassment and Discrimination Definitions and Examples (quotes are from the Stephen Lawrence Inquiry report, 23 March, 1999) Racial Harassment is an act designed to intimidate, humiliate,

More information

PROVIDING A CULTURALLY COMPETENT DIABETES EDUCATION PROGRAM. Sheila A. Gittens, RD, MS, CDE, CDN

PROVIDING A CULTURALLY COMPETENT DIABETES EDUCATION PROGRAM. Sheila A. Gittens, RD, MS, CDE, CDN PROVIDING A CULTURALLY COMPETENT DIABETES EDUCATION PROGRAM Sheila A. Gittens, RD, MS, CDE, CDN CHCANYS: Diabetes Research and Demonstration Project Coordinator Today s Discussion Diabetes as a Cultural

More information

36 Interviewing the Patient, Taking a History, and Documentation

36 Interviewing the Patient, Taking a History, and Documentation CHAPTER 36 Interviewing the Patient, Taking a History, and Documentation Learning Outcomes 36.1 Identify the skills necessary to conduct a patient interview. 36.2 Implement the procedure for conducting

More information

DRAFT DEPARTMENT OF MENTAL HEALTH & SUBSTANCE ABUSE

DRAFT DEPARTMENT OF MENTAL HEALTH & SUBSTANCE ABUSE DRAFT DEPARTMENT OF MENTAL HEALTH & SUBSTANCE ABUSE SUBJECT: Cultural Competency REFERENCE: Interpreter P&P CLAS Standards Number: Effective Date: History: New Page: 1 of 5 APPROVED: Title: PURPOSE To

More information

Patient Bill of Rights and Responsibilities

Patient Bill of Rights and Responsibilities Patient Bill of Rights and Responsibilities The patient or the patient s legal representative has the right to be informed of the patient s rights and responsibilities as a patient through effective means

More information

Medicare. Orientation Guide

Medicare. Orientation Guide Medicare Orientation Guide Your Medicare Orientation Guide At MCS Classicare (HMO), we take care of you so you feel better every day. That s why we want to get you familiar and provide you with the tools

More information

Promoting Adherence to HIV Antiretroviral Therapy

Promoting Adherence to HIV Antiretroviral Therapy Promoting Adherence to HIV Antiretroviral Therapy New York State Department of Health AIDS Institute INTRODUCTION Adherence to treatment is an essential component of HIV care. Currently available antiretroviral

More information

Who gets tested and where: Patterns of HIV testing among MSM Jennifer L. Lauby, PhD Public Health Management Corporation Philadelphia, PA HIV testing services need to: Find ways to reach and test MSM who

More information

Strengthening Linkages between Substance Abuse Providers and LGBT Community Resources

Strengthening Linkages between Substance Abuse Providers and LGBT Community Resources B E S T P R A C T I C E S R E P O R T Strengthening Linkages between Substance Abuse Providers and LGBT Community Resources Developed by Willy Wilkinson, MPH Through Funding from the State of California

More information

SUBSTANCE ABUSE TREATMENT

SUBSTANCE ABUSE TREATMENT 315 NORTH 6TH STREET, 2ND FLOOR; P.O. BOX 7007 NEWARK, NJ 07107 PHONE: 973-485-5220 FAX: 973-485-5085 E-MAIL: NEWARKEMA@NEWARKEMA.ORG VISIT US AT WWW.NEWARKEMA.ORG JOIN US ON FACEBOOK AT WWW.FACEBOOK.COM/NEWARKEMA

More information

Advice for employers

Advice for employers Advice for employers NAT gratefully acknowledges the support of the Trust for London (formerly the City Parochial Foundation) who funded this resource. HIV@ Work - Advice for employers 1 As a responsible

More information

Public Document Pack

Public Document Pack Public Document Pack Please note that the following documents were published separately from the main agenda for this meeting of the Community Leadership Scrutiny Committee to be held on Tuesday, 26th

More information

SECTION 18 1 FRAUD, WASTE AND ABUSE

SECTION 18 1 FRAUD, WASTE AND ABUSE SECTION 18 1 FRAUD, WASTE AND ABUSE Annual FW&A Training Required for Providers and Office Staff 1 Examples of Fraud, Waste and Abuse 2 Fraud, Waste and Abuse Program Policy 3 Suspected Non-Compliance

More information

Healthy Michigan MEMBER HANDBOOK

Healthy Michigan MEMBER HANDBOOK Healthy Michigan MEMBER HANDBOOK 2014 The new name for Healthy 1 TABLE OF CONTENTS WELCOME TO HARBOR HEALTH PLAN.... 2 Who Is Harbor Health Plan?...3 How Do I Reach Member Services?...3 Is There A Website?....

More information

2013 ICH CAHPS Patient Experience Survey Results

2013 ICH CAHPS Patient Experience Survey Results COMPANY LOGO 2013 ICH CAHPS Patient Experience Survey Results Research & Marketing Strategies 15 E. Genesee Street, Suite 210 Baldwinsville, NY 13027 Tel: 315.635.9802 Aggregate Survey Results Table of

More information

Working with an Interpreter Online Education. Children s Hospital of Wisconsin

Working with an Interpreter Online Education. Children s Hospital of Wisconsin Working with an Interpreter Online Education Children s Hospital of Wisconsin This presentation will help you Understand the role of an interpreter Work effectively with an interpreter Access interpreter

More information

Office guide to. Limited English Proficiency (LEP) patient care

Office guide to. Limited English Proficiency (LEP) patient care Office guide to Limited English Proficiency (LEP) patient care About this guide: This is a resource guide for physicians and health care staff to aid them in the outpatient care of patients with limited

More information

Changes in the Healthcare Delivery for Seniors and Persons with Disabilities

Changes in the Healthcare Delivery for Seniors and Persons with Disabilities Changes in the Healthcare Delivery for Seniors and Persons with Disabilities Provider Training July 28, 2011 Lisa Hayes Manager, Senior and Disability Services Molina Healthcare Introduction I. 1115 Waiver

More information

Addiction Treatment Strategies

Addiction Treatment Strategies Patient Registration Legal Name First Middle Last Birth Date Address Street City State Zip Phone(s) Home Cell Work Is it ok to contact your cell? Yes No SSN Email (Used for appointment reminder) Known

More information

I. Policy and Governance Advocacy

I. Policy and Governance Advocacy I. Policy and Governance Advocacy Description These efforts include advocating for legislative or policy changes in government and institutions, with a goal of convincing as many systems as possible that

More information

MODEL PROTOCOL. On Services for Limited English Proficient Immigrant and Refugee Victims of Domestic Violence

MODEL PROTOCOL. On Services for Limited English Proficient Immigrant and Refugee Victims of Domestic Violence MODEL PROTOCOL On Services for Limited English Proficient Immigrant and Refugee Victims of Domestic Violence Prepared by Lupita Patterson for the Washington State Coalition Against Domestic Violence November

More information

UNITED HEALTHCARE COMMUNITY & STATE TENNCARE COMPLIANCE TRAINING 2016 MARCH VISION CARE PROVIDERS

UNITED HEALTHCARE COMMUNITY & STATE TENNCARE COMPLIANCE TRAINING 2016 MARCH VISION CARE PROVIDERS UNITED HEALTHCARE COMMUNITY & STATE TENNCARE COMPLIANCE TRAINING 2016 MARCH VISION CARE PROVIDERS Presented by Provider Relations 844.966.2724 x7576 2016, MARCH Vision Care AGENDA 1. CULTURAL COMPETENCY

More information

LEGAL RIGHTS OF STUDENTS WITH DISABILITIES UNDER FEDERAL LAW A GUIDE FOR COLLEGE AND UNIVERSITY STUDENTS

LEGAL RIGHTS OF STUDENTS WITH DISABILITIES UNDER FEDERAL LAW A GUIDE FOR COLLEGE AND UNIVERSITY STUDENTS LEGAL RIGHTS OF STUDENTS WITH DISABILITIES UNDER FEDERAL LAW A GUIDE FOR COLLEGE AND UNIVERSITY STUDENTS Protection & Advocacy, Inc. 1-800-776-5746 www.pai-ca.org Publication #5309.01 October 2002 Table

More information

Achieving Cultural Competency and Its Role in Pharmacy Kelly J. Clark

Achieving Cultural Competency and Its Role in Pharmacy Kelly J. Clark Achieving Cultural Competency and Its Role in Pharmacy Kelly J. Clark Learning objectives: After completing this activity, the participant should be able to: 1. Define cultural competence 2. Understand

More information

Civil Rights and Child Nutrition Programs. by Hawaii Child Nutrition Programs

Civil Rights and Child Nutrition Programs. by Hawaii Child Nutrition Programs Civil Rights and Child Nutrition Programs by Hawaii Child Nutrition Programs 1 What are Civil Rights? 2 Purpose To ensure benefits of CNPs are available to all eligible people in a nondiscriminatory manner.

More information

DISPARITIES IN HEALTHCARE QUALITY AMONG RACIAL AND ETHNIC GROUPS

DISPARITIES IN HEALTHCARE QUALITY AMONG RACIAL AND ETHNIC GROUPS DISPARITIES IN HEALTHCARE QUALITY AMONG RACIAL AND ETHNIC GROUPS Selected Findings From the 2011 National Healthcare Quality and Disparities Reports Introduction Each year since 2003, the Agency for Healthcare

More information

SERVING PERSONS WITH DISABILITIES LEGAL RESPONSIBILITIES OF EMERGENCY SHELTERS 1

SERVING PERSONS WITH DISABILITIES LEGAL RESPONSIBILITIES OF EMERGENCY SHELTERS 1 SERVING PERSONS WITH DISABILITIES LEGAL RESPONSIBILITIES OF EMERGENCY SHELTERS 1 I. Overview of Disability Discrimination Laws a. Section 504 of the Rehabilitation Act of 1973: Section 504 of the Rehabilitation

More information

All aspects of Sutton Housing Society s work, our business and services are covered by this policy.

All aspects of Sutton Housing Society s work, our business and services are covered by this policy. Page 1 of 11 NOTE: This policy can be made available in a range of formats. Please contact the Head Office if you require this document translated or issued in a format which is more appropriate for you.

More information

Winter 2013, SW 713-001, Thursdays 2:00 5:00 p.m., Room B684 SSWB

Winter 2013, SW 713-001, Thursdays 2:00 5:00 p.m., Room B684 SSWB 1 Winter 2013, SW 713-001, Thursdays 2:00 5:00 p.m., Room B684 SSWB DIALECTICAL BEHAVIOR THERAPY SOCIAL WORK PRACTICE IN MENTAL HEALTH EMPERICALLY SUPPORTED TREATMENT FOR INDIVIDUALS WITH SEVERE EMOTION

More information