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Lois Wessel - Communicating with your Clients
 

Lois Wessel - Communicating with your Clients

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"Communicating with your Clients: Tools for Health and Social Service Providers" was presented at the Center for Health Literacy Conference 2011: Plain Talk In Complex Times by Lois Wessel, RN, CFNP, ...

"Communicating with your Clients: Tools for Health and Social Service Providers" was presented at the Center for Health Literacy Conference 2011: Plain Talk In Complex Times by Lois Wessel, RN, CFNP, Associate Director for Programs, Association of Clinicians for the Underserved.

Description: This session will discuss how professionals who interact with clients with limited literacy can make their institution, office setting, forms and face-to-face interactions understandable and welcoming to clients with low health literacy. The session will consider how language, culture and literacy come together and can potentially cause barriers to communication and will look at strategies to prevent and overcome these barriers.

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    Lois Wessel - Communicating with your Clients Lois Wessel - Communicating with your Clients Presentation Transcript

    • Communicating with your Clients:
      Tools for Health and Social Service Providers
      Lois Wessel, FNP-Associate Director for Programs, ACU
      Center for Health Literacy
      www.clinicians.org
    • Goal 1
      Explain how language, culture and communication affect access to services and appropriate use of community resources
      www.clinicians.org
    • Poor use of services
    • How are you taking it?
      www.clinicians.org
    • Tip of the Iceberg
      www.clinicians.org
    • Clients Bring…
      INSURANCE STATUS
      FAMILY BELIEFS AND HISTORY
      COMMUNITY VALUES
      RELIGION AND SPIRITUALITY
      POLITICAL SITUATION
      HEALTH CARE SYSTEM
      LANGUAGE AND LITERACY
      ECONOMIC SITUATION
      6
    • Cultural Norms
      7
    • Internal Factors
      www.clinicians.org
    • External Factors
      www.clinicians.org
    • Health Literacy
      12%
      14%
      22%
      53%
      National Center for Education Statistics, 2006
      www.clinicians.org
    • www.clinicians.org
    • Goal 2
      Describe federal civil rights legislation and how it pertains to consumers with Limited English Proficiency
      www.clinicians.org
    • Civil Rights Legislation
      • Title VI of the Civil Rights Act of 1964
      • President Clinton's 2000 LEP Executive Order (Executive Order 13166)
      • Mandates compliance for agencies receiving federal funds
    • Who Is Covered by Title VI?
    • DHHS Guidance and Requirements
    • Culturally and Linguistically Appropriate Services (CLAS) Standards
      Directed at Health Care organizations
      Guidelines
      Culturally Competent Care
      Language Access
      Organizational Supports
    • Additional Legislation
      www.clinicians.org
    • Goal 3
      Assess the barriers your organization has to communication based on language, culture and literacy
      www.clinicians.org
    • Barriers
      LOCATION
      DIRECTIONS
      FRONT DESK
      LITERACY
      LEVEL
      FORMS
      INTERPRE-
      TATION
      www.clinicians.org
    • Walk Through Office
      www.clinicians.org
    • Welcoming
      www.clinicians.org
    • Pay Attention to Signs
      www.clinicians.org
    • Listen to Another Language
      www.clinicians.org
    • Assessment Tools
      National Center for Cultural Competence
      Cross Cultural Healthcare Program
      HRSA
      American Speech Language and Hearing Association
      www.clinicians.org
    • Goal 4
      Demonstrate how health and other social service agencies can create consumer friendly environments that address language, culture and literacy
      www.clinicians.org
    • The Culture of Your Organization
      26
    • Organizational Commitment
    • Organizational Practice
      www.clinicians.org
    • Example: LEP
      Purpose: MobileMed serves a diverse population of patients who speak a language other than English. MobileMed is committed to providing culturally-sensitive and language-appropriate care for each patient. High-quality interpretation services enhance the quality of clinical care provided by MobileMed. There are several ways in which interpretation services are provided at MobileMed.
      Guidelines and Procedures….
      Source: Mobile Medical Care, Inc. Bethesda MD
      www.clinicians.org
    • I Speak Cards
      30
    • Appropriate Interpretation Services
      http://www.access2interpreters.com/images/Interpreters.jpg
    • Linguistic Competence
      Language Access Services
      Linguistically/culturally competent Staff
      Signs, brochures, posters culturally and linguistically appropriate
      Health education materials culturally and linguistically appropriate
      32
    • Organizational Demands
      Intake Protocols
      Dissemination of Information
      Use of community partners
      Office Flow
      Office Communication
      www.clinicians.org
    • Staff
      Diversity
      Staff Training
      Performance Review
      Support for Training
      Self Assessment
      www.clinicians.org
    • Goal 5
      Identify ways to incorporate low-cost consumer friendly tools into your office setting to reduce barriers to communication
      www.clinicians.org
    • Universal Precautions Approach
    • Simple Signs
      www.clinicians.org
      Arlington Free Clinic
    • Appropriate Education
      www.clinicians.org
    • Consumer Friendly Materials
      • Simple font (12 pt)
      • Layout
      • Writing level
      • Appearance
      • Cultural context
      • Limit message to one or two key points
      • Supplement with visuals
      • Plain Language
      http://www.dshs.state.tx.us/diabetes/patient.shtm
    • Words Count
      www.clinicians.org
    • Use of Community Workers
      www.clinicians.org
    • Pieces All Need to Fit Together
      Slide Idea: Tawara Goode, National Center for Cultural Competence, 2009
    • For More Information
      Association of Clinicians for the Underserved (ACU)
      www.clinicians.org
      lwessel@clinicians.org
      www.facebook.com/CliniciansfortheUnderserved
      www.clinicians.org
      @ACUnderserved