Issuu on Google+


BRIDGING THE COMMUNICATION GAP

Presenter: Mari Galindo-DaSilva Coordinator, Language Access and Communication Services

The following report is proprietary information and constitutes trade secrets of The MetroHealth System and may not be disclosed in whole or part to any external parties without the express consent of The MetroHealth System. This document is intended to be used internally for MetroHealth System discussion.


Evolution of Language Access and Communication Services Initiative In 2015, Initial request from Dr Boutros; asking 5 key Spanish phrases for the ED Small group met to plan options around phrases; realization that the issue was larger

Committee was formed to look at Language Access in general for the system The group/taskforce drew mostly Hispanic staff from throughout the system

4


Mission To facilitate the highest quality of care, we are dedicated to

exceeding patient language and communication needs in order to ensure that Limited English Proficient (LEP) Hearing and Visually Impaired persons and those needing literacy support have equal access to safe, responsive, inclusive, understandable and effective services with the support of dedicated staff.

5


Design  Language Access and Communication Services Center (LACS) is designed to complement and grow MetroHealth’s existing resources for a diverse patient population.  Culmination of work done with support from Social Work, Marketing and Communications, Office of Patient Experience, Office of Diversity and Inclusion, and patient and family advisor volunteers

6


Language Access and Communication Services Center ďƒ˜ MetroHealth is the first organization to have a concierge center for patients seeking language access services. ďƒ˜ The center is open from 9 a.m. to 4 p.m. Monday through Friday. It serves as a full-access concierge for patients, visitors, staff and community members as they navigate the many services MetroHealth offers. ďƒ˜ Language Access Center services are offered at no additional cost to patients, family members or visitors

7


Improving patient satisfaction with language services ďƒ˜ MetroHealth strives to continually improve the health of the community and its diverse population, and recognizes the importance of helping people of different cultures, beliefs, and behaviors ďƒ˜ The Language Access and Communications Center provides an opportunity to meet patients' social, cultural, and linguistic needs ďƒ˜ All staff is bilingual in English and Spanish, and have access to telephonic interpreters fluent in more than 200 languages

8


Improving patient satisfaction with language services……….  The Language Access and Communications Center provides an opportunity to meet patients' social, cultural, and linguistic needs  All staff is bilingual in English and Spanish, and have access to telephonic interpreters fluent in more than 200 languages

9


Language Access and Communication Service Center

10


Awareness and Utilization of Services  Our overall goal is to support providers and staff with tools to meet and exceed the needs of our LEP, Visually, Hearing Impaired and those needing Literacy support  Be familiar with the laws and policies related to Language Access Services.  Understand and use technology, services, and resources available

11


Awareness and Utilization of Services  Identify persons who need language assistance at all point of contact  Inquire, and record preferred language of each patient in which he or she feels most comfortable  Identify the best way in which language access assistance will be provided for each encounter  Understand and use technology, services, and resources available

12


Current Services  LACS Center: First point of service

―Inform patients about services available in preferred language  Support for Language Access services during off hours

―all information desks are staffed with bilingual Spanish speaking customer assistants for interpretation MondayFriday from 6:30 a.m. to 9:00 p.m. ―on call Spanish language interpreter services available on weekends, holidays and after hours

13


Current Services…………. Dispatch of priority face-to-face interpreter services  Distribution Center for telephonic equipment  Scheduling of Agency interpreters for other languages

 Sight Translation Assistance ―oral translation of MetroHealth forms: consents, financial, questionnaires

14


Current Services……….  Flexible delivery of language services according to patient

need ―service delivery at LACS Center or at location/clinic ―appointment scheduling ―new patient registration ―new patient intake Cultural Bridging ―bridging, linking, or mediating between providers and patients of different cultural backgrounds

15


Services Implemented  Distribution of visually impaired supplies kit ― provided to main campus clinics and in-patient floors and off-site clinics for patients who have limited vision but who can still read and write.  System wide equipment assessment, deployment and installation ― telephonic equipment ― iPads with Video Remote Access for American Sign Language Face to Face Interpreters ― services and instructional literature ― staff training and in service sessions

 Translation . ― bilingual signage ― vital document translation ― bilingual maps

16


Services Implemented  Distribution of Rapid Response Cards ―toll free number in same language services for LEP persons to contact MetroHealth ―from the language line usage records, 96% of telephonic interpretation needs were for five languages – Arabic, Cantonese, Mandarin, Spanish and Vietnamese  Multilingual Patient Education Resources on the MIV ― appropriate literacy level in English and other languages patient education

17


Planned Services  Develop/update MIV page and External Website page ― Language Access training and distribution material will be hosted in the MIV for access by all staff ― Multilingual Information for LEP  Language Bank ―engage employees who are fluent in English and other languages to serve as interpreters ― maximize our resources and increase our patient service and safety  Interpreter Education and Certification

18


Technology

19



Bridging the communication gap