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Cultural Diversity

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Cultural Diversity Powered By Docstoc
					  For your patient case…
1. What are your patient’s learning needs,
   abilities, preferences, and readiness to learn?

2 How would you determine if your patient has
  cultural and religious practices
  that impact their care?

  What about cognitive limitations
  or language barriers?



                        Working by Our Credo
                      Some
                      differences
                      are visible
                      — others
                      hidden,
                      unknown.




Our population is diverse
Differences
come from
race, gender,
age, politics,
religion, sexual
orientation,
income level,
birth country,
language, etc.
Our credo has special meaning
                          for people who
                          speak or read
                          limited English

                          for people with
                          hearing or other
                          sensory
                          impairments

                          for people from
                          cultures with
                          traditions different
                          from our own
Credo
We provide excellence in
health care for all of our
patients.

We treat patients and each
other as we wish to be
treated.

We continuously evaluate and
improve our performance.
Credo
We provide excellence in
health care for all of our
patients.

We treat patients and each
other as we wish to be
treated.

We continuously evaluate and
improve our performance.
CREDO
Caring Culture



     Working by Our Credo
                   Our patients
                   are here for
                 CARE+CARING



                          Working by
Caring Culture            Our Credo
                 Be aware of how
                 you show you care.

                 A kind voice, body
                 language, facial
                 expression -– a genuine
                 smile goes across
                 language barriers.

                 This might be the
                 patient’s first time in
                 a hospital or modern
                 clinic.

                                   Working by
Caring Culture                     Our Credo
CREDO
 Recognize &
Respect Needs


    Working by Our Credo
Observe & listen

Ask & anticipate
interpreter
requirements

Clarify & confirm
dates, locations,
names



                            Working by
Recognize & Respect Needs   Our Credo
You might be the first
point of access for a
patient who needs an
interpreter during
their treatment.

Make sure their
needs get identified
into the system...



                            Working by
Recognize & Respect Needs   Our Credo
Sometimes a patient
brings a friend or
family member as
their interpreter.

Clinic receptionists
are instructed to
contact Patient
Affairs to assess the
proficiency of the
interpreter.


                            Working by
Recognize & Respect Needs   Our Credo
Language and
interpreter needs
are reflected on
the “face sheet”
in the front of the
inpatient’s chart.

This information also
goes on the nursing
assessment sheet.


                            Working by
Recognize & Respect Needs   Our Credo
Patient Affairs is
contacted if a patient
has limited English,
does not have their
own interpreter,
or refuses our
interpreter services.




                            Working by
Recognize & Respect Needs   Our Credo
CREDO
Evaluate Options
  & Resources


      Working by Our Credo
 CONSULTATION & PROBLEM SOLVING

 - Office of Patient Affairs, 2-6154

 - Hospital Administrator on-call




                                       Working by
Evaluate Options & Resources           Our Credo
 24/7 Services

  -Optimal Phone Interpreters (OPI) has been chosen
  as Vanderbilt’s telephonic connection to over 200
  languages when you have a need to communicate
  with Limited English Speakers.
            www.OptimalPhoneInterpreters.com


  - Coordinator for Interpreter Services,
    2-SERV (2-7378)

  - League for the Hearing Impaired, 248-8828

                                               Working by
Evaluate Options & Resources                   Our Credo
 RESOURCES
 - Hospital Policy #10-07
 Communication with Patients, Families, and Visitors

 - Patient Affairs Website

 - Cultural Religious Manual
   available in patient care areas

 - Learning Center Website
   some patient education materials available in Spanish

 - EZ-TV video-on demand system
   available to in-patients, some videos in Spanish


                                                       Working by
Evaluate Options & Resources                           Our Credo
CREDO
 Deliver Service
with a Difference


      Working by Our Credo
  Look for opportunities to make
  a real difference for a patient &
  families using behaviors that
  recognize and respect their
  individual needs.

  What action will you take to help
  patients whose needs go beyond
  the routine?


                                      Working by
Deliver Service with a Difference     Our Credo
  How will you help patients with--

  - understanding compliance with
    Hospital policy regarding family
    & visitors
  - unspoken concerns of patients
  - limited English proficiency
  - culture/customs about healthcare

                                       Working by
Deliver Service with a Difference      Our Credo
Common Pitfalls….
 Interpreting is more complicated than you expect.
 It’s NOT something anyone can do.

 Clarify understanding with repeating back to you.

 Translated written materials must be examined by
 someone competent to speak and read the language
 being translated to.

 Literal word for word translation may not
 communicate what you are intending.

 Communicate and involve the team.

                                               Working by
Deliver Service with a Difference              Our Credo
CREDO
Opportunity to
Take Ownership


     Working by Our Credo
 Individuals & departments around
 the medical center have unique
 challenges and make unique
 contributions in serving our patients.

  What challenges are common or
  unique to your department?




                                          Working by
Opportunity for Ownership                 Our Credo

				
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