Presentation on theme: "Kelli J. Scott, MS, CDM Workforce Planning & Diversity Human Resources 330.363.2032"— Presentation transcript:
Kelli J. Scott, MS, CDM Workforce Planning & Diversity Human Resources
Female nurses on the med/surg unit complain that some of the male physicians, with whom they work, treat them in a demeaning way, as handmaidens rather than as professional partners in care giving.
Staff in the Emergency Room of an inner- city hospital express frustration at the large family groups that crowd the waiting area when they accompany patients seeking emergency treatment.
An elderly patient complains and asks for a different physical therapist, one who is older and has more experience, because she does not think the young physical therapist working with her, knows what she is doing.
After a frustrating morning of trying to communicate with a non-English speaking family, an insurance employee stated while having lunch with his peers, “If you’re going to live in OUR country, then you should speak OUR language!”
Dimensions of diversity, such as ethnicity, age and language can influence our opportunities, expectations and assumptions about others.
At the completion of this presentation, participants will be able to: Define & interpret Diversity, Inclusion & Cultural Competency in Healthcare Identify personal biases and how to overcome them Analyze Diversity at Aultman Health Foundation Discuss Communication/Cultural Competency Regulations in Healthcare
The nation has been growing more diverse for decades, but the process has sped up through immigration and higher birth rates among minority residents, especially Hispanics. By 2050, whites will make up 46 percent of the population and blacks will make up 15 percent; Hispanics, who make up 15 percent of population today, will account for 30 percent in Asians, which make up 5 percent of the population today, are projected to increase to 9 percent by The white population is older and centered around the aging baby boomers; Young people are the melting pot of the future.
Culture: The behaviors and beliefs characteristic of a particular group. Diversity: Mixture of differences & similarities. Inclusion: Engaging employees by building a welcoming environment & utilizing the strengths of diverse skills. Culturally Competency: Automatically & unconsciously integrate knowledge into thought, value & actions.
(Image credited to: Health Resources and Services Administration)Health Resources and Services Administration The Dimensions of Diversity
Generation Characteristics Millennials & Generation X Generation Characteristics Millennials & Generation X Millennials/Gen Y ( ) (Nexters ) ◦ Optimistic & believe in civic duty ◦ Confident & like achievements ◦ Change masters & want things “faster” ◦ Need frequent feedback from managers, preceptors and mentors Generation X ( ) ◦ Value diversity ◦ Want balance of work & fun in life ◦ Like change & informality ◦ Self-aware, independent & resilient ◦ Were often “latchkey” kids growing up ◦ Don’t need anyone looking over shoulder
Baby Boomers ( ) ◦ Optimistic ◦ Competitive & Materialistic ◦ Self aware – involved in community ◦ View change as painful, but inevitable Veterans/Traditionalists ( ) ◦ Hard workers ◦ Adhere to rules & regulations ◦ Happiness & success come from dedication & loyalty ◦ No need for instant gratitude or reinforcement of job well done
1. Challenge Stereotypes 2. Find common ground 3. Maximize each individual’s skills 4. Mix it up 5. Set high standards *Sharon Daniels, President & CEO, AchieveGlobal
Top Line Better patient care Reducing health disparities *Ross, Howard, Healthleader News, Sept ‘05 Bottom Line Recruit & retain diverse talent (Innovation & creativity!) Improve market share Lower healthcare costs Avoid legal issues
Biases are thoughts and feelings based upon belief systems. ◦ Family Traditions ◦ Life Experiences ◦ Cultural Environment *Decision-making Stereotyping can unconsciously cause generalizations. ◦ Build Barriers ◦ Filtering out the truth ◦ Frustration & Resentment
“ Melting Pot ” metaphor: Supports the idea of many identities melting into one “ American ” identity. Now it ’ s common to hear … “ Mosaic ” metaphor: Focuses on the preservation of distinct values and lifestyles.
Cultural competence – An indispensible ingredient to delivering culturally sensitive health care Hospital ratings, based on patient satisfaction surveys, are focusing hospitals to think more like retailers and re-evaluate their relationship with their clients as well as their providers. Providers are seeing patients from diverse socio-cultural backgrounds Patients are seeing nurses, administrators and doctors from varied cultural backgrounds. Ursula Leitzmann, M.A., M.A.I.R.
Growing up people learn how to… Label their experience of illness Express their conditions Make the distinction between normal and abnormal states Diverse health beliefs and linguistic needs of clients with a cultural imprint different from that of their providers may affect… Diagnosis Treatment Overall health outcome Opportunity… Reconcile with existing health care practices Provides opportunity for re-education and mutual empathy and understanding Ursula Leitzmann, M.A., M.A.I.R.
Community Engagement Workforce/ Employees Patient Care/ Customer Service
Aultman Hospital The Joint Commission U.S. Dept of Health & Human Services – CLAS Standards Affirmative Action EEO – Equal Employment Opportunity
AultCare NCQA – National Committee for Quality Assurance Standards assessing the quality of culturally and linguistically appropriate services. Focused areas: Data Collection Methods and Policies Access, Availability and Evaluation of Language Services Network Diversity and Cultural Competence Commitment to Accountability and Quality Improvement Aultman College of Nursing & Health Sciences Higher Learning Commission Paraphrased from the 2008 Higher Learning Commission initial accreditation review of Aultman College: Aultman College needs to deepen and strengthen its diversity plan. We need to move beyond “check the box” diversity and incorporate inclusion into the fabric of our culture.
Standards by Theme (Mandates, guidelines & recommendations) Culturally Competent Care (Standards 1-3) Language Access Services (Standards 4-7) Organizational Supports for Cultural Competence (Standards 8-14)
Collecting Race, Ethnicity & Primary Language directly from patients or their caregivers. Ensure that all patients receive high-quality care, thus reducing health disparities. Understand the community populations that we serve. Target Marketing Interpreter Services Non-English & Sign Language MARTTI (My Accessible Real Time Trusted Interpreter - Language Access Network) – Video conferencing system which provides 2-way audio & visual interpreting. Portable unit in ER; Stationary units in Registration, OB/GYN and Physician’s Clinic. Language Line Phone – Available in ER, ambulatory clinic, telecommunications and Birth Center. International Institute of Akron– Live Interpreter – Appt only! Translation services available Trillium Family Solutions – ASL only.
An independent, not-for-profit organization. Accredits and certifies more than 17,000 health care organizations and programs in US. Joint Commission accreditation and certification is recognized nationwide as a symbol of quality that reflects an organization’s commitment to meeting certain performance standards.
News ReleaseAugust 4, 2010 Joint Commission Publishes New Guide for Advancing Patient- Centered Care Proposed accreditation requirements for 2011 to help hospitals better address: ◦ Effective Communication ◦ Cultural Competence ◦ Patient-Centered Care Target Date – January 2012 *Practice & Education Council / Cerner Team
Race Jan 2012 City of Canton 73, Stark County 375, State of Ohio 11,536, AHF 5023 Sept 2011 AHF 5,029 Sept 2010 AHF 5,168 Sept 2009 White 69.1%88.7%82.7%4,8074,8434,978 Black 24.2%7.6%12.2% Hispanic 2.6%1.6%3.1%2115 Indian/ Alaskan 0.5%0.3%0.2%000 Asian 0.3%0.7%1.7% Two or More 4.8%2.2%2.1%1295 Minority percentage 32.4%12.4%19.3%.05%.04%
RESPECT R ecognize and accept the unique talents of every Aultman team member E xceed customer expectations S uccess through teamwork P ositive and safe work environment E ducation our community C ost effective management of resources T rust and integrity in all relationships
Aultman Health Foundation will strive to: Inform, educate, perform, model & lead to ensure diversity is reflected throughout our organization. Create & sustain an environment that actively embraces diversity and inclusion by recognizing the value in the uniqueness of all individuals. Hold all individuals associated with the organization accountable for actions and decisions impacting the achievement of the Aultman Health Foundation’s Diversity Mission Statement. Utilize the successes in diversity to assist Aultman Health Foundation in becoming the provider and the employer of choice as we lead our community to improved health.
Chaplain Breakfast (Community Relations) Project Search (Education & Development) Diversity Training & Learning Diversity Spotlight in News & Views Hartford Middle School Learning Garden Minority Medical Career Symposium Leadership Diversity Council Nursing Diversity Council Diversity Supplier Program Members of … Commission for Economic Inclusion Ohio Language Access in Health Care Consortium Institute for Diversity in Health Management – American Hospital Assoc. Benchmarking (Summa, University Hospitals, Cleveland Clinic, Ohio State, Mt Carmel, Key Bank, Timken Co, University of Akron, etc.)
Be aware, understand and work on our own thoughts, feelings and actions. Accept differences & be respectful of everyone. Ask questions and refrain from “guessing”. Respond favorably when special requests are made.
Conclusion & Action Steps Seek Knowledge & Understanding Build Relationships Uphold an “Inclusive” Environment Contact Information Kelli J. Scott, MS, CDM Workforce Planning & Diversity Coordinator Human Resources or