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 Presentation Transcript

  • 1. 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
  • 2. Goal 1
    Explain how language, culture and communication affect access to services and appropriate use of community resources
    www.clinicians.org
  • 3. Poor use of services
  • 4. How are you taking it?
    www.clinicians.org
  • 5. Tip of the Iceberg
    www.clinicians.org
  • 6. Clients Bring…
    INSURANCE STATUS
    FAMILY BELIEFS AND HISTORY
    COMMUNITY VALUES
    RELIGION AND SPIRITUALITY
    POLITICAL SITUATION
    HEALTH CARE SYSTEM
    LANGUAGE AND LITERACY
    ECONOMIC SITUATION
    6
  • 7. Cultural Norms
    7
  • 8. Internal Factors
    www.clinicians.org
  • 9. External Factors
    www.clinicians.org
  • 10. Health Literacy
    12%
    14%
    22%
    53%
    National Center for Education Statistics, 2006
    www.clinicians.org
  • 11. www.clinicians.org
  • 12. Goal 2
    Describe federal civil rights legislation and how it pertains to consumers with Limited English Proficiency
    www.clinicians.org
  • 13. Civil Rights Legislation
    • Title VI of the Civil Rights Act of 1964
    • 14. President Clinton's 2000 LEP Executive Order (Executive Order 13166)
    • 15. Mandates compliance for agencies receiving federal funds
  • Who Is Covered by Title VI?
  • 16. DHHS Guidance and Requirements
  • 17. Culturally and Linguistically Appropriate Services (CLAS) Standards
    Directed at Health Care organizations
    Guidelines
    Culturally Competent Care
    Language Access
    Organizational Supports
  • 18. Additional Legislation
    www.clinicians.org
  • 19. Goal 3
    Assess the barriers your organization has to communication based on language, culture and literacy
    www.clinicians.org
  • 20. Barriers
    LOCATION
    DIRECTIONS
    FRONT DESK
    LITERACY
    LEVEL
    FORMS
    INTERPRE-
    TATION
    www.clinicians.org
  • 21. Walk Through Office
    www.clinicians.org
  • 22. Welcoming
    www.clinicians.org
  • 23. Pay Attention to Signs
    www.clinicians.org
  • 24. Listen to Another Language
    www.clinicians.org
  • 25. Assessment Tools
    National Center for Cultural Competence
    Cross Cultural Healthcare Program
    HRSA
    American Speech Language and Hearing Association
    www.clinicians.org
  • 26. Goal 4
    Demonstrate how health and other social service agencies can create consumer friendly environments that address language, culture and literacy
    www.clinicians.org
  • 27. The Culture of Your Organization
    26
  • 28. Organizational Commitment
  • 29. Organizational Practice
    www.clinicians.org
  • 30. 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
  • 31. I Speak Cards
    30
  • 32. Appropriate Interpretation Services
    http://www.access2interpreters.com/images/Interpreters.jpg
  • 33. Linguistic Competence
    Language Access Services
    Linguistically/culturally competent Staff
    Signs, brochures, posters culturally and linguistically appropriate
    Health education materials culturally and linguistically appropriate
    32
  • 34. Organizational Demands
    Intake Protocols
    Dissemination of Information
    Use of community partners
    Office Flow
    Office Communication
    www.clinicians.org
  • 35. Staff
    Diversity
    Staff Training
    Performance Review
    Support for Training
    Self Assessment
    www.clinicians.org
  • 36. Goal 5
    Identify ways to incorporate low-cost consumer friendly tools into your office setting to reduce barriers to communication
    www.clinicians.org
  • 37. Universal Precautions Approach
  • 38. Simple Signs
    www.clinicians.org
    Arlington Free Clinic
  • 39. Appropriate Education
    www.clinicians.org
  • 40. Consumer Friendly Materials
    • Simple font (12 pt)
    • 41. Layout
    • 42. Writing level
    • 43. Appearance
    • 44. Cultural context
    • 45. Limit message to one or two key points
    • 46. Supplement with visuals
    • 47. Plain Language
    http://www.dshs.state.tx.us/diabetes/patient.shtm
  • 48. Words Count
    www.clinicians.org
  • 49. Use of Community Workers
    www.clinicians.org
  • 50. Pieces All Need to Fit Together
    Slide Idea: Tawara Goode, National Center for Cultural Competence, 2009
  • 51. For More Information
    Association of Clinicians for the Underserved (ACU)
    www.clinicians.org
    lwessel@clinicians.org
    www.facebook.com/CliniciansfortheUnderserved
    www.clinicians.org
    @ACUnderserved