1. What are your patient’s learning needs, abilities, preferences, and readiness to learn? 2 How would you determine if your patient has cultural and religious practices that impact their care? What about cognitive limitations or language barriers? For your patient case… Working by Our Credo

Some differences are visible — others hidden, unknown. Some differences are visible — others hidden, unknown. Our population is diverse

Differences come from race, gender, age, politics, religion, sexual orientation, income level, birth country, language, etc.

O ur credo has special meaning for people who speak or read limited English for people with hearing or other sensory impairments for people from cultures with traditions different from our own

We provide excellence in health care for all of our patients. Credo We treat patients and each other as we wish to be treated. We continuously evaluate and improve our performance.

We provide excellence in health care for all of our patients. We treat patients and each other as we wish to be treated. We continuously evaluate and improve our performance. Credo

C C Working by Our Credo Caring Culture R R E E D D O O

Our patients are here for CARE+CARING Caring Culture Working by Our Credo

Be aware of how you show you care. Caring Culture Working by Our Credo A kind voice, body language, facial expression -– a genuine smile goes across language barriers. This might be the patient’s first time in a hospital or modern clinic.

C C Working by Our Credo Recognize & Respect Needs R R E E D D O O

Working by Our Credo Observe & listen Ask & anticipate interpreter requirements Clarify & confirm dates, locations, names

Recognize & Respect Needs Working by Our Credo You might be the first point of access for a patient who needs an interpreter during their treatment. Make sure their needs get identified into the system...

Sometimes a patient brings a friend or family member as their interpreter. Recognize & Respect Needs Working by Our Credo Clinic receptionists are instructed to contact Patient Affairs to assess the proficiency of the interpreter.

Language and interpreter needs are reflected on the “face sheet” in the front of the inpatient’s chart. Recognize & Respect Needs Working by Our Credo This information also goes on the nursing assessment sheet.

Patient Affairs is contacted if a patient has limited English, does not have their own interpreter, or refuses our interpreter services. Recognize & Respect Needs Working by Our Credo

C C Evaluate Options & Resources R R E E D D O O

- Office of Patient Affairs, Evaluate Options & Resources Working by Our Credo CONSULTATION & PROBLEM SOLVING - Hospital Administrator on-call

Evaluate Options & Resources Working by Our Credo 24/7 Services -Optimal Phone Interpreters (OPI) has been chosen as Vanderbilt’s telephonic connection to over 200 languages when you have a need to communicate with Limited English Speakers. - Coordinator for Interpreter Services, 2-SERV (2-7378) - League for the Hearing Impaired,

Evaluate Options & Resources Working by Our Credo - Hospital Policy #10-07 Communication with Patients, Families, and Visitors RESOURCES - Patient Affairs Website - Learning Center Website some patient education materials available in Spanish - Cultural Religious Manual available in patient care areas - EZ-TV video-on demand system available to in-patients, some videos in Spanish

C C Working by Our Credo Deliver Service with a Difference R R E E D D O O

Working by Our Credo Look for opportunities to make a real difference for a patient & families using behaviors that recognize and respect their individual needs. What action will you take to help patients whose needs go beyond the routine?

Deliver Service with a Difference Working by Our Credo How will you help patients with-- - understanding compliance with Hospital policy regarding family & visitors - unspoken concerns of patients - limited English proficiency - culture/customs about healthcare

Working by Our Credo Deliver Service with a Difference Common Pitfalls…. Interpreting is more complicated than you expect. It’s NOT something anyone can do. Interpreting is more complicated than you expect. It’s NOT something anyone can do. Clarify understanding with repeating back to you. Translated written materials must be examined by someone competent to speak and read the language being translated to. Literal word for word translation may not communicate what you are intending. Communicate and involve the team.

C C Working by Our Credo Opportunity to Take Ownership R R E E D D O O

Individuals & departments around the medical center have unique challenges and make unique contributions in serving our patients. What challenges are common or unique to your department? Opportunity for Ownership Working by Our Credo

Evaluate Options & Resources Working by Our Credo Publications and videos for patient education. Some materials available in Spanish. The Learning Center Web site