1. 1 Karen B. Lennon, M.S. SVP, External Affairs Community Liaisons: Bridging the Cultural Gap in Health Care

2. 2 Total # of people served in 2009 - 482,917

3. 3 LHC Diversity Video Copies are in your folders

4. 4 Demographics*: Ethnicity & Poverty Rate Ethnicity Latino/Hispanic 37% Chinese 27% Orthodox Jewish 10% Arabic 7% Russian 7% Poverty Rate Southwest Brooklyn 22.2% United States 12.4% * Source 2000 Census Data 28% of Residents Live Below 100% Federal Poverty Level * Lutheran Family Health Centers and Lutheran Medical Center Brooklyn’s Chinatown: Fastest Growing Population In Brooklyn Largest Arabic Community In NYC Largest Latino Population In Brooklyn

5. 5 What is Cultural Competence? A set of attitudes and skills necessary to work effectively with patients from diverse cultural or linguistic backgrounds The ability to respect your patients’ cultural beliefs The ability to adapt your practice style “We all came on different ships to the U.S. but we're all in the same boat now!”

6. 6 We Are a National Leader in Cultural Competence Vice President of Cultural Competence SVP, Mission and Spiritual Care Chinese Nursing Units at Medical Center & Lutheran Augustana Brooklyn-Chinese Family Health Center Caribbean-American Family Health Center Mosque, chapel and Bikur Cholim room Latin, halal, kosher and Chinese meals Spiritual Leaders On Call Service (Priest, Rabbi, Imam, etc.) Multilingual & Multicultural staff including Patient Relations Chinese Patient Rep in ED Community Liaisons Cultural Diversity Task Force Committees All signage/forms in 6 languages On site literacy review and translation services Modesty gowns Newspapers and television in Chinese, Spanish, Russian and Arabic Sabbath elevators

7. 7 LHC is the largest employer in the community. Our employees reflect our patient population: We celebrate 30 ethnic and religious holidays We speak 73 languages

8. 8 How Cultural Competence Works Throughout the LHC System HP Chinese Unit Senior Housing # Chinese Residents LMC Chinese Unit LAC Chinese Unit LFHC Brooklyn – Chinese Site LHC Chinese Advisory Committee Brooklyn’s Chinatown Fastest Growing Population in Brooklyn Cultural Celebrations Physician Training Eastern / Western Medicine Chinese Speaking Physician Directory Chinese Community Liaison 35% of our Senior Housing Residents are Chinese

9. 9 Community Relations Department - BEFORE SVP External Affairs Director of Marketing Community Relations Associate Orthodox Jewish Community Liaison

10. 10 Community Relations Department - CURRENT SVP External Affairs Director Marketing and Community Relations Arabic Community Liaison Orthodox Jewish Community Liaison Chinese Community Liaison VP Cultural Competence Director Patient Relations

11. 11 Patient Relations ommunity RelationsPhysician Relations Patient Relations Community RelationsPhysician Relations Community Liaisons Proactive Problem Solving / Follow-up Patients Family Physicians Community Interpretations / Translations / Literacy Review Cultural Expertise Effective placement of sponsorship & advertising dollars Effective management of community groups Relationship Building Politics Reputation

12. 12 Success Stories Proactive identification of problems ensuring faster and culturally competent responses and resolutions. Improved community perception:   patients   strategic community partners   coordination of community events   participation in cultural task force meetings & events   communication between health care providers and spiritual leaders   marketing/sponsorship impact/effectiveness   media relations / access Improved staff satisfaction   staff resources   timely problem solving   timely interpretations Improved Provider Relations   identification/troubleshooting of patient flow issues   LHC  physician communication   ED  physician communication   patient/family  physician communication

13. 13 Challenges Budgetary Constraints –Limited Number of Communities Represented –Time Constraints One Liaison = 24/7 On Call Vacation/sick/leave coverage Organizational Structure –3 Areas of Expertise / 3 Supervisors –Cross Training –Fluid Role Boundaries – When to Hand Off / Escalate –Focus on increased communication Cultural Understanding / Tolerance Verbal / Written Language Barriers Recruitment –Unique skill set needed Patient Relations Physician Relations Community Relations –Community Reputation/ Perception –Religious Based Ethics / Law / Compliance / Patient Confidentiality

14. 14 What’s Next Further Development of Current Role   Training   Patient Relations  Liaison Teamwork   Staff / Provider Recognition / Usage Expand Program To Include: –Latino/Hispanic –Russian –Geriatric