Presentation on theme: "Fostering Diversity, Inclusion & Culturally Competent Care at Aultman Health Foundation Kelli J. Scott, MS, CDM Workforce Planning & Diversity Human."— Presentation transcript:
1 Fostering Diversity, Inclusion & Culturally Competent Care at Aultman Health Foundation Kelli J. Scott, MS, CDM Workforce Planning & DiversityHuman Resources
2 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.
3 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.
4 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.
5 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!”
6 Significance…Dimensions of diversity, such as ethnicity, age and language can influence our opportunities, expectations and assumptions about others.
7 Objectives…At the completion of this presentation, participants will be able to:Define & interpret Diversity, Inclusion & Cultural Competency in HealthcareIdentify personal biases and how to overcome themAnalyze Diversity at Aultman Health FoundationDiscuss Communication/Cultural Competency Regulations in Healthcare
8 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 2050.Asians, which make up 5 percent of the population today, are projected to increase to 9 percent by 2050.The white population is older and centered around the aging baby boomers; Young people are the melting pot of the future.
11 Definitions Culture: Diversity: Inclusion: Culturally Competency: 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.
12 The Dimensions of Diversity (Image credited to: Health Resources and Services Administration)
13 Generation Characteristics Millennials & Generation X Millennials/Gen Y ( ) (Nexters )Optimistic & believe in civic dutyConfident & like achievementsChange masters & want things “faster”Need frequent feedback from managers, preceptors and mentorsGeneration X ( )Value diversityWant balance of work & fun in lifeLike change & informalitySelf-aware, independent & resilientWere often “latchkey” kids growing upDon’t need anyone looking over shoulder
14 Generation Characteristics Baby Boomers & Veterans OptimisticCompetitive & MaterialisticSelf aware – involved in communityView change as painful, but inevitableVeterans/Traditionalists ( )Hard workersAdhere to rules & regulationsHappiness & success come from dedication & loyaltyNo need for instant gratitude or reinforcement of job well done
15 Tips to Promote Cross-Generational Collaboration Challenge StereotypesFind common groundMaximize each individual’s skillsMix it upSet high standards*Sharon Daniels, President & CEO, AchieveGlobal
17 Biases are thoughts and feelings based upon belief systems. Family TraditionsLife ExperiencesCultural Environment*Decision-makingStereotyping can unconsciously cause generalizations.Build BarriersFiltering out the truthFrustration & Resentment
19 Distinction… “Melting Pot” metaphor: “Mosaic” 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.
20 Cultural Competence in Healthcare Cultural competence – An indispensible ingredient to delivering culturally sensitive health careHospital 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 backgroundsPatients are seeing nurses, administrators and doctors from varied cultural backgrounds.Ursula Leitzmann, M.A., M.A.I.R.
21 Culture shapes responses to illness and treatment… Growing up people learn how to…Label their experience of illnessExpress their conditionsMake the distinction between normal and abnormal statesDiverse health beliefs and linguistic needs of clients with a cultural imprint different from that of their providers may affect…DiagnosisTreatmentOverall health outcomeOpportunity…Reconcile with existing health care practicesProvides opportunity for re-education and mutual empathy and understandingUrsula Leitzmann, M.A., M.A.I.R.
23 Regulations… Aultman Hospital The Joint Commission U.S. Dept of Health & Human Services – CLAS StandardsAffirmative ActionEEO – Equal Employment Opportunity
24 Regulations… AultCare NCQA – National Committee for Quality Assurance Standards assessing the quality of culturally and linguistically appropriate services.Focused areas:Data Collection Methods and PoliciesAccess, Availability and Evaluation of Language ServicesNetwork Diversity and Cultural CompetenceCommitment to Accountability and Quality ImprovementAultman College of Nursing & Health SciencesHigher Learning CommissionParaphrased from the 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.
25 National Standards on Culturally & Linguistically Appropriate Services (CLAS) U.S. Dept of Health & Human ServicesStandards by Theme(Mandates, guidelines & recommendations)Culturally Competent Care (Standards 1-3)Language Access Services (Standards 4-7)Organizational Supports for CulturalCompetence (Standards 8-14)
26 Examples of Aultman’s Progress with CLAS Standards… 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 MarketingInterpreter ServicesNon-English & Sign LanguageMARTTI (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 availableTrillium Family Solutions – ASL only.
27 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.
28 News Release August 4, 2010Joint Commission Publishes New Guide for Advancing Patient- Centered CareProposed accreditation requirements for 2011 to help hospitals better address:Effective CommunicationCultural CompetencePatient-Centered CareTarget Date – January 2012*Practice & Education Council / Cerner Team
29 Mirroring Our Community – Goal 12.4%+ RaceJan 2012City of Canton73,0072010Stark County375,586State of Ohio11,536,504AHF5023Sept 20115,029Sept 20105,168Sept 2009White69.1%88.7%82.7%4,8074,8434,978Black24.2%7.6%12.2%132121125Hispanic2.6%1.6%3.1%2115Indian/Alaskan0.5%0.3%0.2%Asian0.7%1.7%443537Two or More4.8%2.2%2.1%1295Minority percentage32.4%12.4%19.3%.05%.04%
30 Aultman Health Foundation “Leading Our Community to Improved Health” RESPECT Recognize and accept the unique talents of every Aultman team member Exceed customer expectations Success through teamwork Positive and safe work environment Education our community Cost effective management of resources Trust and integrity in all relationships
31 Diversity Statement 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.
32 Progress Chaplain Breakfast (Community Relations) Project Search (Education & Development)Diversity Training & LearningDiversity Spotlight in News & ViewsHartford Middle School Learning GardenMinority Medical Career SymposiumLeadership Diversity CouncilNursing Diversity CouncilDiversity Supplier ProgramMembers of …Commission for Economic InclusionOhio Language Access in Health Care ConsortiumInstitute 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.)
33 Ways to Embrace Diversity 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.