1. Hospital Engagement Network Disparities Initiative January 22, 2013 Cultural and Linguistically Appropriate Services

2. Imagine What does it mean? What do you hear? What do you see? What do you smell?

3. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 3 Truths For the Healthcare Worker For the Patients and Family HealthcareIts what I doIt is a “foreign land” Medical SpeakIt’s my first languageIt’s Greek to me Hospital Attire I live in hospital scrubs and lab jackets and the suits stay in the C-Suite Every man in a white coat is a doctor and every woman in the hospital is a nurse. If you are in a suit, you must be a chaplain or you want to talk to me about the money Lab workMeans of determining what is going on or not going on in the patient It may be sacred, it may be a violation to take samples, it may seem like they want every drop

4. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 4 Georgia has a growing diverse population

5. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 5 Georgia has a growing diverse population

6. Learn. Act. Improve. Spread. Keep the Drum Beat Going.

7. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 7 Principal Standard: 1.Provide effective, equitable, understandable, and respectful quality care and services that are responsive to diverse cultural health beliefs and practices, preferred languages, health literacy, and other communication needs.

8. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 8 Governance, Leadership and Workforce Standards: 2.Advance and sustain organizational governance and leadership that promotes CLAS and health equity through policy, practices, and allocated resources. 3.Recruit, promote, and support a culturally and linguistically diverse governance, leadership, and workforce that are responsive to the population in the service area. 4.Educate and train governance, leadership, and workforce in culturally and linguistically appropriate policies and practices on an ongoing basis.

9. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 9 Communication and Language Assistance Standards: 5.Offer language assistance to individuals who have limited English proficiency and/or other communication needs, at no cost to them, to facilitate timely access to all health care and services. 6.Inform all individuals of the availability of language assistance services clearly and in their preferred language, verbally and in writing. 7.Ensure the competence of individuals providing language assistance, recognizing that the use of untrained individuals and/or minors as interpreters should be avoided. 8.Provide easy-to-understand print and multimedia materials and signage in the languages commonly used by the populations in the service area.

10. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 10 Engagement, Continuous Improvement, and Accountability Standards: 9.Establish culturally and linguistically appropriate goals, policies, and management accountability, and infuse them throughout the organization's planning and operations. 10.Conduct ongoing assessments of the organization's CLAS- related activities and integrate CLAS-related measures into measurement and continuous quality improvement activities. 11.Collect and maintain accurate and reliable demographic data to monitor and evaluate the impact of CLAS on health equity and outcomes and to inform service delivery.

11. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 11 Engagement, Continuous Improvement, and Accountability Standards: 12.Conduct regular assessments of community health assets and needs and use the results to plan and implement services that respond to the cultural and linguistic diversity of populations in the service area. 13.Partner with the community to design, implement, and evaluate policies, practices, and services to ensure cultural and linguistic appropriateness. 14.Create conflict and grievance resolution processes that are culturally and linguistically appropriate to identify, prevent, and resolve conflicts or complaints. 15.Communicate the organization's progress in implementing and sustaining CLAS to all stakeholders, constituents, and the general public.

12. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 12 Tour of the online training tool https://ccnm.thinkculturalhealth.hhs.gov/default.asp

13. Learn. Act. Improve. Spread. Keep the Drum Beat Going. Start with the Introduction

14. Learn. Act. Improve. Spread. Keep the Drum Beat Going. Navigating through the pages Tracking your progress

15. Learn. Act. Improve. Spread. Keep the Drum Beat Going. CLAS Introduction Page 6 of 10 Chronology of cultural competency being integrated into Nursing Standards

16. Learn. Act. Improve. Spread. Keep the Drum Beat Going.

17. Learn. Act. Improve. Spread. Keep the Drum Beat Going.

18. Learn. Act. Improve. Spread. Keep the Drum Beat Going.

19. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 19 Module Overview Pretest Learning Objectives Definitions

20. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 20 Walk Through https://www.thinkculturalhealth.hhs.gov/index.asp

21. How does your community define Disparity?

22. What have you done To Reduce Disparities and Improve Cultural and Linguistic Sensitivity at your hospital?

23. Learn. Act. Improve. Spread. Keep the Drum Beat Going. 23 Other Great Resources http://kff.org/disparities-policy/issue-brief/disparities-in-health-and-health-care-five- key-questions-and-answers/ http://kff.org/disparities-policy/issue-brief/disparities-in-health-and-health-care-five- key-questions-and-answers/ http://kaiserfamilyfoundation.files.wordpress.com/2013/01/8396.pdf https://www.thinkculturalhealth.hhs.gov/GUIs/GUI_TCHRegister.asp?mode=new& clas=yes https://www.thinkculturalhealth.hhs.gov/GUIs/GUI_TCHRegister.asp?mode=new& clas=yes http://www.cdc.gov/mmwr/pdf/other/su6001.pdf http://www.census.gov/prod/cen2010/cph-2-12.pdf

24. Questions?

25. Diversity Happens But Disparity Doesn’t Have To!

26. Tracy Rutland Georgia Hospital Association Patient Safety and Quality Improvement Specialist w. 770-249-4511 trutland@gha.org