Diversity and Inclusion

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1 Diversity and Inclusion OBJECTIVES: Upon completion of this course you will be able to: Introduction State examples of how our Mission, Values, and Service Excellence standards support diversity, inclusion, and culturally competent care Discuss why patient-centered / culturally competent care is important in healthcare today Discuss the benefits of valuing diversity, inclusion, and culturally competent care Valuing diversity means that we treat each person as an individual with their own set of norms and beliefs, whether they are a patient, a coworker or a guest in our healthcare system. In order to do this, we must recognize stereotypes and generalizations, and realize that even within a culture no two people are the same. Let s see how valuing diversity and inclusion correlates with out Mission and Values. The Mission Imperative OUR MISSION: We serve together in Trinity Health, in the spirit of the Gospel, to heal body, mind and spirit, to improve the health of our communities and to steward the resources entrusted to us. Supporting our mission are OUR CORE VALUES: Respect, Social Justice, Compassion, Care of the Poor and Underserved, and Excellence. 1

2 Our Mission and Core Values fed, nurtured and sustained the work of the Sisters of the Holy Cross and the Sisters of Mercy more than 150 years ago as they faithfully served God s kingdom providing health care to those most in need. Today, these values continue to be the guiding principles here at Saint Joseph Mercy Health System. Our Core Values are contained in the principles of diversity and inclusion. While these words may not have been used by the Sisters in describing their work, their tradition of providing unconditional compassionate care with excellence for those in need and especially the most needy, certainly embodies the concepts of diversity and inclusion. Diversity and inclusion are modern-day extensions of our core values. They are important considerations in healthcare today, because of our rapidly changing population characteristics. Our Guiding Behaviors Include: We support each other in serving our patients and communities We communicate openly, honestly, restfully and directly We are fully present We are Accountable We trust and assume goodness in intentions We are continuous learners Our Service Excellence Standards are centered on: Welcoming Environment & Teamwork Attitude/Courtesy/Respect Commitment to Each Other Communication Greeting Phone Calls Confidentiality and Privacy Elevator Courtesy Responsiveness and Wait Time Wayfinding Positive Impressions Personal Appearance Environmental Service Recovery 2

3 Why Diversity and Inclusion? It is because diversity and inclusion are the vital ingredients to making CCH what it is today. Anything less is falling short of the vision put in motion by those faithful, humble, and compassionate servants of the gospel more than 150 years ago. Additionally, there are two primary, practical reasons to value diversity at CCH: providing excellent patient-centered / culturally competent care, and competing effectively in a competitive marketplace. Let s address these two issues before we discuss other aspects of diversity. Patient Centered / Culturally Competent Care Patient centered and culturally competent care are both essential to achieve the best patient outcomes. CCH has adopted the patient care model called Relationship Based Care (RBC). RBC is the process of establishing healthcare goals with the patient and the healthcare team to effectively achieve health outcomes for the patient and family. RBC values all the relationships that shape the environment in which care is delivered. Relationships are very important in the healthcare setting. When relationships are optimized so is the healing process. RBC is at the heart of healing! Relationship based-care is an approach to healthcare that is intentional about recognizing, and understanding the individual and cultural differences. The differences impact patient outcomes and the overall quality of the relationship between the patient and the healthcare provider. Relationship based-care includes culturally competent care. Every patient and every family who uses our healthcare system brings with them a set of sub-cultures that impact their interpretation and understanding and therefore the outcome of that encounter. Culturally competent care requires CCH employees to have the right combination of knowledge, attitudes and skills. 3

4 CCH has also embraced the IOM (Institute of Medicine) Triangle, which has a foundation of Safety, and includes Patient-Centeredness, Effectiveness, Efficiency, Timeliness, and Equity. When we consider these six aims, one can clearly see how they support our Mission, our Values, and diversity and inclusion. Culture can be defined as the acquired knowledge people use to interpret experience and generate behavior. Your culture can be thought of as the lens or filter through which you see and interpret any situation that you encounter, whether you are a patient or an employee. So, when two people (i.e., a patient and a healthcare provider) communicate, they do so as individuals using their own set of filters. If they respect one another and are willing to work through their differences and lack of knowledge about each other, they will have a greater chance for effective communication. Problems in communication are often caused by a lack of awareness and understanding of the patient (and family members) by healthcare providers. Poor communication can lead to an unsatisfactory care experience, not only for the patient, but also for the care providers. Since health care decisions are based on many different kinds of cultural beliefs, health care providers must consider these issues. For example, here are a few of the diverse communication issues that are important in healthcare, and therefore must be considered: Decision making (family versus the individual) Conversation style (pace, use of silence, volume, nonverbal) Personal space (distance from one another) Eye contact (direct eye contact versus avoiding contact) Touch (how, in what situation, and by whom) 4

5 Gender roles (beliefs of appropriate behaviors) Time orientation (on time versus completion of interpersonal encounters) Religious beliefs (adherence versus lack of adherence) A genuinely mindful, patient-centered approach accounts for the patient and his/her family s value system, does not make ethnic assumptions, and helps to ensure positive patient outcomes. Providing culturally competent care is necessary to create the remarkable patient experience. Being Competitive in a Competitive Marketplace: The Business Case The United States is in the process of significant demographic changes, especially with respect to race and ethnicity. According to the U.S. Census Bureau, by 2050 approximately one-half of the U.S. population will be categorized as non-white or persons of color. Some have predicted that within 20 years half of U.S. children age 18 and under will be white and half will be non-white. The main reasons for these changes are higher birth rates among people of color groups and immigration. These changes will economically impact healthcare and we will see many changes in our society, including, values, beliefs, languages, and behaviors about health and well-being, which must be taken into consideration. Failure to do so will negatively impact the overall success of our organization. The Importance of Diversity and Inclusion at CCH Diversity is a concept that considers the many ways we are alike while respecting the ways we are different. When we value diversity we do not try to make all of us the same, but instead we embrace the differences that make each of us unique. CCH values different views that are founded in individual differences in: gender, age, race, culture, national or ethnic origin, place of birth, religious beliefs, health and illness beliefs, language, physical features, socio-economic status, marital status, ancestry, genetic makeup, job position, parental status, physical or mental ability or disability, military status, opinions, sexual orientation, learning style, personality, communication style, personal space preferences, or any other characteristic. 5

6 These differences support CCH s commitment to our Mission, Values, and excellence in providing patient-centered care. However, diversity alone is not sufficient. Diversity and the different perspectives it brings gains its strength when combined with inclusion, or an inclusive organization culture. While diversity celebrates the differences between individuals, inclusion joins the diverse members of a group into a cohesive whole. An environment of inclusiveness makes it possible for a diverse group of people to function together, building on the common factors and the unique characteristics of each team member. Diversity and inclusion together form the foundation for culturally competent or patient-centered care, especially considering the significant demographic changes that are occurring in the U.S. Diversity and inclusion can and should be considered a positive asset in every organization. Effectively addressing diversity and inclusion issues can help CCH to achieve the relationships that are necessary to prosper and provide excellent healthcare and to be the employer of choice in our area in today s complicated world. Workplace Diversity is all around us and is about each one of us. If we learn to accept and embrace our differences, we can use our diversity as an asset. Valuing diversity means learning to: Accept and appreciate differences among people, rather than attempting to ignore, dismiss, or correct differences Create an empowering work environment, in which employees understand one another and work together as a team Include all members of the workforce and encourage their input Acknowledge the strengths and weakness of each individual Appreciate the similarities, as well as the differences among people Benefits of valuing diversity and inclusion include: Personal exploration and growth Increased creativity and productivity Meeting the human need to be accepted and valued which can be a significant motivator in the work environment Maintain a share in the healthcare marketplace Compliance with legislation, applicable laws and regulations, i.e. discrimination in the workplace 6

7 Being Committed to Diversity, Inclusion and Cultural Competence Means that We are Committed to: Provide the best patient care: To avoid health disparities, we need to understand and respect our customer s needs and expectations to serve them appropriately, and thus ensure excellent patient outcomes. Promote fairness: An inclusive workplace creates an environment where people feel valued, and can take comfort in the knowledge that they are being treated fairly in the workplace, which in turn encourages them to perform well. Acknowledge changing demographics: In 2003, Latinos became the largest minority group in the U.S., passing African-American and numbering nearly 40 million. In the future, people over age 65 will be far more diverse and the majority will be women. For those over 85, 70 percent will be women. Welcome the future workforce: Current K-12 enrollment suggests that the talent pool for the next generation of healthcare professionals is largely composed of children of color. Foster innovation: Studies show that employees who are comfortable and secure in their work settings are more likely to be innovative. When several diverse perspectives are brought to the table, solutions to problems tend to be more creative than those conceived by non-diverse groups. Use resources efficiently: The cost of recruiting, relocating, training, and retaining workers is high, especially in healthcare. Because it is clear that the emerging workforce will be diverse, we must strive to be an employer of choice in our market by recruiting and retaining the best people. An inclusive work environment is the key to this strategy. In conclusion. Valuing diversity, inclusion, and providing culturally competent care is the right thing to do, is legally responsible, and makes sound business sense, in order to provide our patients with a remarkable experience each and every time they have an encounter in our healthcare system. Diversity 2013, Author: Kathleen Hay, MS, MT(ASCP) Education Consultant, EED, SJMHS W:\MZ\Staff Development\Students\Online Orientation\Diversity 2013 student version.doc 7

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