Serving Seniors and Persons with Disabilities. Competency and Sensitivity Training

Transcription

1 Serving Seniors and Persons with Disabilities Competency and Sensitivity Training 0

2 CalOptima s Mission To provide members with access to quality health care services delivered in a cost-effective and compassionate manner 1

3 Training Goals This training will help you: Gain a level of comfort around issues of disability. Be familiar with basic disability rights and etiquette information. Know how to apply this information to your job. Find available resources. Provide excellent customer service to all members 2

4 Training Objectives 1. Identify Purpose for Training 2. Identify CalOptima s Seniors and Persons with Disabilities (SPD) Members 3. Define Disability and Functional Limitations 4. Identify Types of Accommodations for Members 5. Gain Communication Tips 6. Identify Available CalOptima Resources 7. Complete Required SPD Competency and Sensitivity Assessment 3

5 Purpose for Training Starting June 2011, the California Department of Health Care Services (DHCS) requires CalOptima to conduct competency and sensitivity training for CalOptima staff and network providers and their staff who come in contact with members identified as Seniors and Persons with Disabilities (SPD). CalOptima s goal and commitment is to: Serve all of its members with compassion and respect. Ensure that communications, physical spaces, services and programs are accessible to people with special needs, including visual, hearing, cognitive and physical disabilities. Be the member s partner in health care. 4

6 CalOptima s SPD Members For purposes of this training, CalOptima members who are Seniors and Persons with Disabilities (SPD) are defined as Medi-Cal beneficiaries who are eligible for benefits through blindness, age or disability. When checking eligibility, SPD Aid Codes are: Aged / Blind / Disabled Aid Codes 10, 13, 14, 16, 17, 20, 23, 24, 26, 27, 36, 53, 60, 63, 64, 65, 66, 67, 1E, 1H, 2E, 2H, 6A, 6C, 6E, 6G, 6H, 6J, 6N, 6P, 6R, 6V, 6W, 6X, 6Y 5

7 CalOptima s SPD Members (Cont.) Did you know: 28.4% of CalOptima s Medi-Cal member population are SPD members. 70% live with two or more chronic health conditions, and about 25% of these members live with four or more. 30% of CalOptima s Medi-Cal SPD population receives treatment for mental health issues each year. 6

8 Defining Disability and Functional Limitations Disability may be physical, cognitive, mental, sensory, emotional, developmental or some combination of these. A disability may be present from birth or occur during a person s lifetime. Functional limitations are difficulties completing a variety of basic or complex activities that are associated with a health problem. For example, vision loss, hearing loss, and inability to move one s legs are functional limitations. 7

9 Barriers to Access and Care Disabilities and functional limitations may create barriers to care in the following areas: Physical Access The ability to get into a building or the area where health care services are offered; and the ability to get onto the equipment needed for procedures and testing Communication Access The ability of the provider and member to communicate and understand the information asked and directions given Program Access The ability to fully take part in health education, prevention, treatment and other programs offered by the health plan Be aware that the most difficult barriers to overcome are attitudes toward people with disabilities. Focus on an individual s ability rather than on his/her disability. 8

10 Reasons for Accommodations Functional limitations may create a need for accommodations, such as: Physical accessibility Changes to provider office policies Accessible exam or medical equipment Effective communication Health education materials in alternate formats Physical disabilities may seem to be the most obvious, but unseen mobility issues are more common. For example, a member may experience an issue with his/her physical ability to move around or walk a distance due to hip or knee problems, breathing issues, weakness, etc. Never assume you know the member s disability. 9

11 Types of Accommodations Physical accessibility may include access to: Building entrances Restrooms Parking lots Doors, doorways and hallways Waiting areas and reception desk Drinking fountains and water coolers Elevators Posted signs Telephones Forms and documents 10

12 Types of Accommodations (Cont.) Changes to provider office policies may include: Flexible appointment times Longer appointment times Providing support to fill out forms Providing lift assistance Providing print materials in alternate formats Allowing service animals 11

13 Types of Accommodations (Cont.) Members with limited mobility may need accessible exam or medical equipment. These can include: Height-adjustable exam table Wheelchair-accessible weight scale Height-adjustable mammography equipment Moveable optometry chair 12

14 Types of Accommodations (Cont.) When assisting a member with limited mobility: DO Sit down. Relax, speak directly and be attentative. Ask before you attempt to help. Ask how assistive devices and equipment work if you don t know. DON T Don t stand. Don t speak through a caregiver or companion or treat the person as invisible. Don t start pushing someone's wheelchair unless asked. Don t touch or move a person s wheelchair, cane, crutches or walker without consent. 13

15 Types of Accommodations (Cont.) Members who are blind or have low vision may use: A white cane A service dog A sighted guide (Sighted guide technique enables a person who is blind to use a person with sight as a guide.) These members may or may not need assistance. DO Identify yourself. Ask before you attempt to help. DON T Don t shout. Don t move someone s cane without asking. If you move it, tell where it is. Use sighted guide technique, if asked. 14

16 Identifying Accommodation Needs The Accommodation Checklist for Seniors and Persons with Disabilities is a two-page form developed to help providers and office staff identify accommodation needs for members. The checklist should be completed by office staff with assistance from the member, member s caregiver or authorized representative prior to the member s appointment. The information from the checklist should be used to prepare appropriate accommodations. Place the checklist in the member s medical or electronic record for easy access and future use. Download the checklist at 15

17 Communication Tips When talking about disability, avoid negative language and use people-first language Avoid Negative Language Handicapped person Deaf person Wheelchair-bound Mentally retarded Use People-First Language Person with a disability Person who is deaf Person who uses a wheelchair Person with an intellectual disability 16

18 Communication Tips (Cont.) To help you better communicate with members who are deaf or hard-of-hearing, learn about available technology resources or services, such as: Assistive Listening Devices/Amplification Technologies Augmentative and Alternative Communication Devices Audio Recordings Captioning Qualified American Sign Language (ASL) Interpreters Qualified Readers Relay Service Speech Reading Video Relay 17

19 Communication Tips If you have trouble communicating: DO Ask the member how he or she wants to communicate. Lightly touch the member or wave your hand to get his or her attention. Always speak to and look at the person who is deaf, not the interpreter. Speak slowly, clearly and patiently, and give time to respond. Ask the person to repeat or spell it to confirm you understand. Offer paper and a pen. Use California Relay Service, if needed. DON T Don t assume which also includes, not to assume someone from another culture understands American Sign Language. Don t shout. Don t cut off or finish sentences or thoughts. Don t rush or ask the member to hurry. Don t become impatient or annoyed. Don t assume a member can read lips. 18

20 Communication Tips (Cont.) Speech disabilities may be developmental or a result of illness or injury. Members with speech disabilities may use: Their own voice Letter board Pen and paper Augmentative and Alternative Communication Devices 19

21 Communication Tips (Cont.) Communication Services: California Relay Service People who are deaf, hard-of-hearing, deaf-blind or have a speech disability may use California Relay Service to communicate by telephone. To conduct a relay call: 1. Dial Speak slowly. 3. Speak directly to the caller. 20

22 Communication Tips (Cont.) Communication Services: TTY A TTY is a special device that lets people who are deaf, hard-of-hearing or have a speech disability use the telephone to communicate by typing messages. A TTY is required at both ends of the conversation. 21

23 Communication Tips (Cont.) Communication Services: Language Interpreter Services NO-COST telephone or face-to-face interpreter services are available for CalOptima members (no authorization needed). For face-to-face interpreter and American Sign Language (ASL) services, schedule one week in advance. For health network members, contact the member s assigned health network for language and interpreter services. For CalOptima Direct (COD/CCN) members, contact CalOptima s Customer Service department for language and interpreter services support. 22

24 Communication Tips (Cont.) Communication Services: Materials in Alternate Formats Members may request health education materials in alternate formats, such as Braille, digital, audio or large print. If the request for health education information is needed right away, CalOptima can provide an oral translation of key information. Write the health education topic and the alternate format for the member on the Health Education Request Form located in the Common Forms section of CalOptima s website Alternate format requests may take up to 21 days to process. 23

25 Available CalOptima Resources For help to schedule an American Sign Language interpreter Call CalOptima s Customer Service department at if the member is in CalOptima Direct Contact the member s assigned health network if the member is in a health network For a listing of phone numbers for CalOptima health networks, please refer to Section B2: Health Network Contact Information of CalOptima s Medi-Cal Provider Manual located on CalOptima s website at 24

26 Available CalOptima Resources (Cont.) For health education materials in alternate formats Call CalOptima s Health Education department toll free at or Visit CalOptima s website at for a Health Education Request Form located in the Common Forms section Fax a complete Health Education Request Form to or healthpromotions@caloptima.org 25

27 Available CalOptima Resources (Cont.) For more information and resources Call CalOptima s Provider Resource Line at Visit CalOptima s website at for resources such as: Accommodation Checklist for Seniors and People with Disabilities Communication Tips Tips on Disability Etiquette Tips on Being an Empathetic Listener Tips for Dealing with Difficult Members Information and Contact Sheet for Interpreter Services American with Disabilities Act (ADA) Questions and Answers for Health Care Provider General Call the Aging and Disability Resource Connection (ADRC) at or visit 26

28 SPD Competency and Sensitivity Assessment Please click on the link below to access the SPD Competency and Sensitivity Assessment. The questions are based on the information provided in this presentation. There are 10 training questions and 3 Provider ID questions. SPD Competency and Sensitivity Assessment Thank you for taking the time to complete this training! 27