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Cultural Competence


									       Bridging Cultures:
Delivering Culturally Appropriate Care
         Five Objectives:

• Define cultural competence in health
• Identify elements of culture
• Describe reasons why cultural
  competence is important in health care
• Describe three key stages to
  developing cultural competence
• Describe the protocol for accessing
  interpretation services
          What is Culture?

• Culture is the beliefs, ideals, and norms
  of a particular group expressed in
  language, dress, behavior and symbols
    Cultural Competence is:

• Recognition of cultural beliefs,
  attitudes, language preferences and
  practices of diverse populations
• Application of knowledge and
  understanding at the individual and
  organizational levels to produce
  positive health outcomes
          Cultural competence
         begins with awareness
Elements of culture that can be seen or
heard include:
•   Dress
•   Language
•   Body posture
•   Physical appearance
•   Age
•   Gender
•   Physical abilities
        Other aspects of culture
          are not as obvious:

•   Religion
•   Beliefs
•   Ethics
•   Customs
•   Diet needs and preferences
•   Family structure
•   Sexual identity
Why is Cultural Competence

The face of the Lehigh Valley
        is changing
     Why must the hospital provide
      culturally competent care?

• It is the right thing to do!
• It is required by regulatory and accrediting
  – Office of Minority Health
  – U.S. Department of Health and Human Services
     • CLAS standards (Culturally and Linguistically
       Appropriate Services) out of Office of Minority Health,
       from the US Dept of Health & Human (Title 6) CLAS
       Standard Themes
Why is Cultural Competence Important?

•   Reduces disparities in health care
•   Provides quality care
•   Increases positive patient outcomes
•   Improves patient satisfaction
•   Necessary for patient safety
•   Decreases the likelihood of
    liability/malpractice claims
        LVHHN’s commitment to
         cultural competence :

• Supports a workforce that reflects diversity
  in culture, race, ethnicity and gender
• Orients all employees on sensitivity to other
• Addresses cultural sensitivity in the annual
  performance evaluation
• Offers tools and resources to assist staff in
  communicating with patients in other
     Key Stages to Developing
       Cultural Competence

1. Develop an awareness
2. Show respect
3. Begin making changes
Cultural competence in health care is
important because it recognizes and
values the diversity of the patients we
serve; it applies knowledge and
understanding of differences to produce
positive health outcomes

Cultural competence in health care is:

• Required by regulations.
  – It also facilitates safe, quality care; improves
    outcomes and patient satisfaction; and it is
    the right thing to do.
       First Key Stage

– Develop an awareness and understand
  your own:
– Attitudes and behaviors
– Reactions to others whom you perceive as
– Personal and cultural viewpoints and
         Second Key Stage

–   Show respect
–   Do NOT use family members as interpreters
–   Maintain privacy and confidentiality
–   Identify health beliefs for each patient
–   Treat each patient as an individual
–   Show respect even when you do not understand
–   Avoid judging
–   Avoid stereotyping
         Third Key Stage

– Begin making changes
– Get to know your patient
– Patients may not see the world as you do
– See patients as members of a family
– Accommodate cultural preferences
  whenever possible
Cross – Cultural Communication
        Cultural Competence teaches us how to
            bridge differences in cultures . . .
           Spoken language is just one of the
                  ways we can do this.
• We communicate how we feel and what
  we need through words, actions, and emotions
• Even when two people speak the same
  language, different values and beliefs can affect
• Trained Medical Interpreters can help bridge
  communication when people do not speak the
  same language
Where can I find information on
    Cultural Differences and
   Interpretation Services at
    Lehigh Valley Hospital?
       Cultural Differences

• Resources:
• Cultural Clues ™
    • Designed to increase awareness about
      concepts and preferences of patients from
      diverse cultures
    • The link to these documents is found on the
      LVH Intranet home page under “Employee
      Resources” (upper left column)
• Search the Internet
    Interpretation Services

1. Assess Patient Need: Utilize
   Screening Instrument for patient’s
   language preference (multiple
   language assessment tool… patient
   points to appropriate language)
(Screening instrument on next page)
    Interpretation Services                (continued)

2. Access the Language Line (1-800-892-5062)
   for linguistic assistance in over 127
3. For Sign Language assistance: Access the
   Interpreters_List Bulletin Board for
   contracted agencies and individual
   contractors who are available 24/7. It is the
   responsibility of the unit to arrange for these
   services for the patient.
             Interpreters / Communication
                                                      Cedar Crest Site
      Any other language other                         Spanish Interpreter Needed                              7pm-7am or weekends
    than Spanish call *Language                         Coverage from 7am-7pm                                  All languages including
       Line @ 1800-892-5062                                  Monday-Friday                                     Spanish call *Language
                                                                                                                Line 1800-892-5062

                                                          Call 610-402-8221 or                                                       Use cross
                                                           Page ID# 1173 for                                                        trained staff
                                                                  triage                                                         interpreter within
                                                                                                                                     cost center

                   Triage will send Full-time Trained                           Call *Language Line for all
                Medical Interpreter/ If one is not available                      languages other than
                  then triage will send a cross trained                         Spanish @ 1800-892-5062

          Any other language other                                                                              7pm-7am or weekends
                                                          Spanish Interpreter Needed
        than Spanish call *Language                                                                       All languages including Spanish
                                                           Coverage from 7am-7pm
           Line @ 1800-892-5062                                                                           call *Language Line 1800-892-
                                                               Monday- Friday

*Language Line 1-800-892-5062                                    Call 610-402-5100
   6 digit account # 207009                                                                                                      Use trained staff
                                                                   Page ID#6767
                                                                                                                                 interpreter within
   State your cost center #                                    & Enter you call back #
                                                                                                                                    cost center
    And language needed

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