1. Berta Alicia Bejarano, M.B.A., C.I.
The Latino Patient
Berta Alicia Bejarano, M.B.A., C.I.
Diversity Director
Kaiser Permanente

2. What Is Diversity? - Race - Language Ethnicity - Employment
Age Gender
Income Sexual Orientation
Education Social Status

3. Cultural Competence
Is the delivery of health care services that acknowledges and understands cultural diversity in the clinical setting, respect member’s health beliefs and practices, and values cross-cultural communication.

4. How Many Languages Do Our Kaiser Members Represent?
120 Different Spoken Languages
110 Written Languages
80% of KP hospitals & clinics encounter LEP patients
63% daily/weekly
17% monthly

5. Latinos in the U.S. 50 million today 20 years 150 million
Demographic revolution
Health Care Reform

6. Latinos & Diabetes
million of the 30 million Hispanics in America had diabetes
1/3 unaware
5% of Latinos between the ages of 20 and 44 have diabetes
20% of Latinos between the ages of 45 and 74 have diabetes
Half of all Latinos with diabetes have not been diagnosed.

7. Why Resistance? Do not feel sick Interruption of their lifestyles
Interruption of their work
Side effects of medication
Home/natural remedies instead of medication

8. Challenge
Latinos with diabetes often are labeled as "resistant to treatment" when the real problem may simply be that the majority of health information provided to the Latino community often lacks language and cultural sensitivity, making it hard to understand.

9. Develop Your Cultural Knowledge Understand Beyond Language
Not all Latinos in California are Mexicanos
Learn about the community you will serve
Alameda County
San Jose County
Marin County
San Francisco County/Daly City

10. Develop Your Cultural Knowledge Understand Beyond Language
Family Issues
Religious Beliefs & Customs
Folk Medicine Practices
Dietary Practices
Pain
Fatalism
End of Life Decision Making

11. Cultural Views
Can strongly influence how individuals understand and practice health care, including:
What is considered a health problem
How systems and concerns are addressed
The type of treatment to be provided
Who should provide treatment
Who is involved in the decision-making process

12. Tips for Working With Interpreters
Choosing an interpreter is critical to obtaining the best health outcome
Avoid using children, friends, and family
Avoid using jargon. Use short statements with adequate pausing. Ask one question at a time.
SB 775: Prohibits any child under 17 to interpret

13. Interpreter Vs. Translator
What is the difference?
Is there a difference?
Interpreter
Translator

14. Translation Errors Kaiser Permanente Consent Form
Sign Here:___________
Cantonese Translation:
Spit Here: ___________
Gerber Baby Food: French Vomiting
Ford Pinto-Brazil: Slang for Male Genitals

15. CLAS Standard 4 Office of Minority Health, US Dept
CLAS Standard 4 Office of Minority Health, US Dept. of Health and Human Services
Health care organizations must offer and provide language assistance services, including bilingual staff and interpreter services, at no cost to each patient/consumer with limited English proficiency at all points of contact, in a timely manner during all hours of operation.

16. Cultural Attitudes Sometimes communication can be difficult.
At times patient’s knowledge about their bodies or medical history is less than optimal, needing further explanation.
Patient’s expectations, based on cultural attitudes regarding their health, may affect the outcome of the medical treatment.

17. Diversity

18. Understanding Beyond Language
“Having a better understanding of culture will enhance your ability to provide patient care. Language alone does not serve much if you do not understand the culture”

19. Berta.a.bejarano@kp.org Email 415.491.3132 Office
Questions?
Office