Diversity in Healthcare
Enhancing the Patient Experience in
a Multi-Cultural Society
“Serving humanity to honor God”
To promote and support the health status of the our community
To offer and continually improve the delivery of innovative quality healthcare services in a cost-effective manner
Methodist HealthcareMission
Diversity Healthcare InstituteGoals and objectives
Increase U.S. hospitals’ awareness of the
unique needs of diverse patient populations
Eliminate language and cultural barriers in
order to enhance patient outcomes
Promote diversity and cultural sensitivity
Establish criteria, assess, and measure
Commitment to continuous improvement
Quirón Consultants
SOMECASA Mexican Society for Quality Health
Care Services
ANECASAAsociación Neolonesa de Calidad
de Atención a la Salud, A.C.
Diversity Healthcare InstituteConsortium Members
Health care consulting firm focused on quality and continuous improvement initiatives, including evaluation, implementation
An organization of health industry
leaders whose focus is promoting
a culture of quality in all aspects
of health care delivery
State agency responsible for
assessing quality of health care
institutions in the State of
Nuevo León, México
Diversity Healthcare InstituteWhy Methodist Healthcare in San Antonio, Texas
Demographics of San Antonio and
South Texas
DHI aware of International Services
programs created to meet unique needs
of patients from Mexico
Trends in healthcare
Ethnicity of MHS Patients January-March 2007
American Indian
15
(0.0002%)
N/A
1,708
(3%)Asian
415
(1%)
Black
3,713
(6%)
Other
3,295
(5%)
White
25,463
(38%)
Hispanic
31,574
(47%)
Methodist Healthcare International Services (Programs and Initiatives)
Bilingual and culturally sensitive staff
Concierge Services available 24/7
One point of contact for access to MHS health resources and for customer service
Free physician referral service International Physicians Panel
Viva…Intl health and wellness program
Spanish language health information on-line www.SAHealth.com and nataldoc.com
Coordinate admitting/financial arrangements
including filing international claims
Assist physicians, clinical staff and case
managers, with patients related issues
Availability of translated patient material Brochures, patient education guides
Patient Rights, Conditions of Admission, Consent
Forms, Discharge Instructions, etc.
Methodist International ServicesInternational Services (Programs and Initiatives)
Legal/Regulatory Environment
Title VI of the Civil Rights Act of 1964 establishes
that any entity receiving Federal funds must offer
equal access to everyone regardless of race, color or
national origin.
Executive Order 13166 which established “national
origin” as applying to Limited English Proficiency
Culturally and Linguistically Appropriate Services
(CLAS) Standards were established primarily with
health care providers in mind (National Stds by OMH)
Americans with Disabilities Act (ADA) of 1990
ensures that individuals with disabilities are provided
fair and equal access to health care services
Standard 4. HCO must offer and provide language assistance services including bilingual staff and interpreter services at no cost to each LEP patient at all points of contact, in a timely manner during all hours of operation.
Standard 5. HCO’s must provide to patient in their preferred language both verbal and written notices informing them of their right to receive language assistance services
OMH CLAS StandardsRequirements for all recipients of Federal funds
Standard 6. HCOs must assure the competence of language assistance provided to LEPs by interpreters and bilingual staff. Family and friends should not be used to provide interpretation services (except on request by patient).
Standard 7. HCOs must make available easily understood patient related materials and post signage in the languages of commonly encountered groups and/or groups represented in the services area.
OMH CLAS StandardsRequirements for all recipients of Federal funds
Auto-evaluation (January 2007)
On-site Survey (March 2007)
Certification (April 2007)
Work Plan (April 2007 to Present)
Re-certification (October 2008)
JC (January 2009)
Diversity Healthcare Certification Process
Auto-Evalution of Methodist HospitalsPrimary Criteria
HCO philosophy and commitment to Diversity
Awareness and cultural sensitivity of staff
Administration to manage program
Patient access to interpreter/translation services
Translated documents/forms Patient Rights Handbook, Critical Choices, All Consent forms
Patient education materials (Drug interactions, D/C inst)
Hospital services, prevention and wellness info/programs
Economic and financial considerations
Epidemiological data/studies
Religious Provisions
Signage
Surveys of Methodist HospitalsUnits and Departments Surveyed
Emergency Department
Nursing Units
Admitting/Financial Office
Radiology/Imaging
Laboratory
Waiting Areas (L&D, O.R.)
Food & Nutrition/Cafeteria
Diabetes Education
Methodist Hospitals Level 1 Certified Certification valid for 18 months
Work Plan 2007-08 (Recert October 2008)
Certification and Work planApril 2007 to present
• Diversity Task Force
• Increase Awareness and empower employees
• Language and cultural diversity courses
• Interpreter Competency
• Employee language skill database
• Signage
• Epidemiological and demographic research
Area of Focus
• Bio-Ethics, Intl Svcs
• Bio-Ethics, PR, Intl Svcs
• Bio-Ethics/Education
• JC Officer/Bio-Ethics
• HR, CNOs, Int. Svcs.
• Facilities Management
• IS and Strategic Planning
Departmental Contact
Diversity CertificationWhat it has meant for MHS
Enhanced system-wide awareness and cultural sensitivity in serving our diverse patient population
Better prepared to meet the healthcare needs of the local, regional, international Hispanic population
On-going effort to eliminate language and cultural barriers in order to improve outcomes/health status
Goal is that proactive approach will position us to better address more stringent JC reqs in 2009+
Methodist Healthcare is recognized as the first U.S. hospital system to be accredited by the DHI
It is the right thing to do for our diverse patient population!
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