1. Presented To Admitting/Registration Staff Nuts and Bolts of Collecting Race, Ethnicity, and Primary Language Information From Patients INSERT YOUR NAME INSERT NAME OF YOUR ORGANIZATION INSERT DATE Insert your Logo © 2007 by the Health Research and Educational Trust

2. Today’s Objectives Review the purpose of the data collection Review current patient registration screens Review changes that will be made to the registration screens Review Patient Response Matrix © 2007 by the Health Research and Educational Trust

3. Purpose of This Initiative We are implementing a systematic method of collecting data on race, ethnicity, and primary language directly from patients or their caregivers. The purpose of collecting this information is to ensure that all patients receive high-quality care. [Note: If targeting specific population groups, insert more info here.] Our experience will help inform hospitals across the country on improving quality of care for all populations. © 2007 by the Health Research and Educational Trust

4. Admitting/Registration Role Admitting/Registration is key to collecting this data: – Consistently – Accurately – Professionally – Completely The new system for data collection will be implemented _____(specify all inpatient, ED admissions, outpatient clinics, etc…) © 2007 by the Health Research and Educational Trust

5. Race Definitions OMB American Indian or Alaska Native: A person having origins in any of the original peoples of North and South America (including Central America), and who maintains tribal affiliation or community attachment. Asian: A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. Black or African American: A person having origins in any of the black racial groups of Africa. Native Hawaiian or Other Pacific Islander: A person having origins in any of the original peoples of Hawaii, Guam, Samoa, or other Pacific Islands. © 2007 by the Health Research and Educational Trust *OMB-Mod: This symbol indicates a modification we have made to the OMB recommendations

6. Race Definitions White: A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. Multiracial: A person having more than one or a combination of the above origins. *OMB- Mod Declined: A person who is unwilling to choose/provide a race category or cannot identify him/herself with one of the listed races. *OMB-Mod Unavailable: Select this category if the patient is unable to physically respond, there is no available family member or caregiver to respond for the patient, or if for any reason, the demographic portion of the medical record cannot be completed. Hospital systems may call this field “Unknown,” “Unable to complete,” or “Other.” *OMB-Mod *OMB-Mod: This symbol indicates a modification we have made to the OMB recommendations. © 2007 by the Health Research and Educational Trust

7. Ethnicity Definitions OMB Hispanic or Latino: A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin, regardless of race. Non-Hispanic or Latino: Patient is not of Hispanic or Latino ethnicity. Declined: A person who is unwilling to provide an answer to the question of Hispanic or Latino ethnicity. *OMB-Mod Unavailable: Select this category if the patient is unable to physically respond, there is no available family member or caregiver to respond for the patient, or if for any reason, the demographic portion of the medical record cannot be completed. Hospital systems may call this field “Unknown”, “Unable to Complete,” or “Other.” *OMB-Mod *OMB-Mod: This symbol indicates a modification we have made to the OMB recommendations. © 2007 by the Health Research and Educational Trust

8. Ethnicity Screen Now I would like you to tell me your race and ethnic background. We use this information to review the treatment patients receive and make sure everyone gets the highest quality of care. First, do you consider yourself Hispanic/Latino? Yes No Declined Unavailable © 2007 by the Health Research and Educational Trust

9. Race Screen Which category best describes your race? American Indian/Alaska Native Asian Black/African American Native Hawaiian/Other Pacific Islander White Multiracial Declined (This is a flag indicating that the individual did not want to answer this question—do not ask again during the same or subsequent visit.) Unavailable (This is a flag indicating that the person could not answer the question. May ask the person again.) © 2007 by the Health Research and Educational Trust

10. Using OMB (modified) Categories Without Splitting Race/Ethnicity -African American/Black -Asian -Caucasian/White -Hispanic/Latino/White -Hispanic/Latino/Black -Hispanic/Latino/Declined -Native American -Native Hawaiian/Pacific Islander -Multiracial -Declined -Unavailable/Unknown © 2007 by the Health Research and Educational Trust

11. Primary Language Screen What language do you feel most comfortable speaking with your doctor or nurse (patient’s primary language)? Provide a list of options. See next slide for examples. Provide language list from the census (available in the Toolkit section Collecting the Data—The Nuts and Bolts/Which Categories to Use/Language Categories) or modify to meet the needs of the communities you serve. © 2007 by the Health Research and Educational Trust

12. New Table : Primary Language

13. English Proficiency Screen (optional) How would you rate your ability to speak and understand English? Excellent Good Fair Poor Not at all Declined Unavailable The next slide provides a sample screen. © 2007 by the Health Research and Educational Trust

14. New Table: English Proficiency

15. Addressing Concerns from Patients General rule of thumb: If a person does not want to answer these questions, move on. Do not force the issue. Simply record “Declined.” In some instances, people may have questions or may be confused. The following slides provide a sample of questions and responses. These are not meant to be exhaustive. You are the experts—modify as needed. © 2007 by the Health Research and Educational Trust

16. Handling the Responses from Patients: Basic Guidelines Use common sense. Decide whether you will provide a list of categories (either Census or OMB) or whether you will let patients self- report based on their own descriptions. Allow patients to respond and use as much of their own description as possible. Respect their descriptions (or choices if providing categories). Avoid words that might be considered confrontational. © 2007 by the Health Research and Educational Trust

17. Handling the Responses from Patients: Matrix We realize that patients might be concerned and might feel uncomfortable. They will have questions and comments. We want you to feel comfortable answering any questions patients ask. The Patient Response Matrix is based on actual patient answers to the race/ethnicity questions. The matrix is intended to be used as a tool to help you respond in the best possible manner. Again, the best course of action is to use common sense, a nonconfrontational approach, and to take care not to push the issue if it is clear that the patient does not want to respond to the question. © 2007 by the Health Research and Educational Trust

18. Patient Response Matrix - Routine Patient ResponseSuggested ResponseHintsCode “I'm American." Would you like to use an additional term, or would you like me to just put American? American or others if specified "Can't you tell by looking at me?" Well, usually I can. But sometimes I'm wrong, so we think it is better to let people tell us. I don’t want to put in the wrong answer. I’m trained not to make any assumptions. If using open-ended option: "I don’t know. What are the responses? You can say White, Black or African American, Latino or Hispanic, Asian, American Indian or Alaska Native, Pacific Islander or Native Hawaiian, some other race, or any combination of these. You can also use more specific terms like Irish, Jamaican, Mexican "I was born in Nigeria, but I've really lived here all my life. What should I say?" That is really up to you. You can use any term you like. It is fine to say that you are Nigerian. It’s best not to ask for this information again.

19. Patients Returning Patient ResponseSuggested ResponseHintsCode A patient returning for care with the “DECLINED” code.DO NOT ASK AGAIN A patient returning for care with the “UNKOWN” or "Unable to provide information" code. Proceed to ask for the information per routine.

20. Tougher Questions These generally indicate DECLINED code. Patient ResponseSuggested ResponseHintsCode "I m Human." Is that your way of saying that you don’t want to answer the question? If so, I can just say that you didn't want to answer. DON'T SAY - I'll just code as a declined. Declined "It's none of your Business." I'll just put down that you didn't want to answer, which is fine. DON'T SAY - I'll just code as a declined. Declined "Why do you care? We're all human beings." Well, many studies from around the country have shown that a patient's race and ethnicity can influence the treatment they receive. We want to make sure this doesn't happen here, so we use this information to check and make sure that everyone gets the best care possible. If we find a problem, we fix it. If patient still refuses, DON'T SAY - I'll just code as a declined. Declined

21. Tougher Questions (cont’d) Patient ResponseSuggested ResponseHintsCode " Are you saying that this has happened at _______?” We don’t know, but we want to make sure that all our patients get the best care possible. We are part of a national research study to help make sure that doesn’t happen. "Who looks at this?" The only people who see this information are registration staff, administrators for the hospital, and the people involved in quality improvement. "Are you trying to find out if I'm a US citizen?" No. Definitely not!! Also, you should know that the confidentiality of what you say is protected by law, and we do not share this information with anyone.

22. Provide contact information of point person for any questions or concerns that may come up. Code as “unknown or unable to answer” or add as a text response so you can track this information. Staff should flag this (e.g., record this information)—if this happens frequently, it may indicate a new category needs to be added to the coding scheme. What if the patient presents a race/ethnicity that’s not on the table?