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!