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Fostering Diversity, Inclusion & Culturally Competent Care at Aultman Health Foundation Kelli J. Scott, MS, CDM Workforce Planning & Diversity Human.

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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 & Diversity Human 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 Healthcare Identify personal biases and how to overcome them Analyze Diversity at Aultman Health Foundation Discuss 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.

9 Vulnerable Populations The U. S
Vulnerable Populations The U.S. population is growing older and becoming more diverse. LANGUAGE…US Census Bureau reports: 311 languages spoken 14 million U.S. households people speak language other than English AGING…Number of people over age 65: As Is - Over 40 million / Will Be - 75 million over next two decades  With increasing age and longer life span, this population is likely to experience Chronic conditions require multiple medications More frequent physician visits across various settings of care Making Strides in Safety Program ©2007 American Medical Association

10 Significance... Caregivers need to identify and plan for special needs of patients who are vulnerable due to: Language barriers Cultural issues Socioeconomic stressors or frailty *all of which increase risk and the likelihood of harm *Caregivers need to minimize their patients’ exposure to risk and harm will grow in importance as the population ages and diversifies. Making Strides in Safety Program ©2007 American Medical Association

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 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

14 Generation Characteristics Baby Boomers & Veterans
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

15 Tips to Promote Cross-Generational Collaboration
Challenge Stereotypes Find common ground Maximize each individual’s skills Mix it up Set high standards *Sharon Daniels, President & CEO, AchieveGlobal

16 Advantages… (Why emphasize Diversity & Inclusion?)
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

17 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

18 Biases Stereotyping Negative Behavior Poor Decisions Discrimination Lawsuits

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 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.

21 Culture shapes responses to illness and treatment…
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.

22 Aultman’s Diversity & Inclusion Profile

23 Regulations… Aultman Hospital The Joint Commission
U.S. Dept of Health & Human Services – CLAS Standards Affirmative Action EEO – 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 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 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 Services 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)

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 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.

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, 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

29 Mirroring Our Community – Goal 12.4%+
Race Jan 2012 City of Canton 73,007 2010 Stark County 375,586 State of Ohio 11,536,504 AHF 5023 Sept 2011 5,029 Sept 2010 5,168 Sept 2009 White 69.1% 88.7% 82.7% 4,807 4,843 4,978 Black 24.2% 7.6% 12.2% 132 121 125 Hispanic 2.6% 1.6% 3.1% 21 15 Indian/ Alaskan 0.5% 0.3% 0.2% Asian 0.7% 1.7% 44 35 37 Two or More 4.8% 2.2% 2.1% 12 9 5 Minority percentage 32.4% 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 & 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.)

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.

34 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

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