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Lois Wessel - Communicating with your Clients
The document outlines methods for health and social service providers to enhance communication with clients, focusing on the impact of language, culture, and literacy on access to services. It presents federal civil rights legislation pertaining to limited English proficiency, barriers to effective communication, and strategies for creating consumer-friendly environments. Additionally, it emphasizes the importance of culturally competent care and low-cost tools to mitigate communication challenges.
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Lois Wessel - Communicating with your Clients
- 1. Communicating with yourClients:Tools for Health and Social Service ProvidersLois Wessel, FNP-Associate Director for Programs, ACUCenter for Health Literacywww.clinicians.org
- 2. Goal 1Explain howlanguage, culture and communication affect access to services and appropriate use of community resourceswww.clinicians.org
- 3. Poor use ofservices
- 4. How are youtaking it? www.clinicians.org
- 5. Tip of theIcebergwww.clinicians.org
- 6. Clients Bring…INSURANCE STATUSFAMILYBELIEFS AND HISTORYCOMMUNITY VALUESRELIGION AND SPIRITUALITYPOLITICAL SITUATIONHEALTH CARE SYSTEMLANGUAGE AND LITERACYECONOMIC SITUATION6
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- 10. Health Literacy12%14%22%53%National Center for Education Statistics, 2006 www.clinicians.org
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- 12. Goal 2Describe federalcivil rights legislation and how it pertains to consumers with Limited English Proficiencywww.clinicians.org
- 13. Civil Rights LegislationTitleVI of the Civil Rights Act of 1964
- 14. President Clinton's 2000LEP Executive Order (Executive Order 13166)
- 15. Mandates compliance foragencies receiving federal fundsWho Is Covered by Title VI?
- 16. DHHS Guidance andRequirements
- 17. Culturally and LinguisticallyAppropriate Services (CLAS) Standards Directed at Health Care organizationsGuidelines Culturally Competent CareLanguage AccessOrganizational Supports
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- 19. Goal 3Assess thebarriers your organization has to communication based on language, culture and literacywww.clinicians.org
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- 23. Pay Attention toSignswww.clinicians.org
- 24. Listen to AnotherLanguagewww.clinicians.org
- 25. Assessment ToolsNational Centerfor Cultural CompetenceCross Cultural Healthcare ProgramHRSAAmerican Speech Language and Hearing Associationwww.clinicians.org
- 26. Goal 4Demonstrate howhealth and other social service agencies can create consumer friendly environments that address language, culture and literacywww.clinicians.org
- 27. The Culture ofYour Organization26
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- 30. Example: LEPPurpose: MobileMedserves 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 MDwww.clinicians.org
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- 33. Linguistic CompetenceLanguage AccessServicesLinguistically/culturally competent StaffSigns, brochures, posters culturally and linguistically appropriateHealth education materials culturally and linguistically appropriate32
- 34. Organizational DemandsIntake ProtocolsDisseminationof InformationUse of community partnersOffice FlowOffice Communicationwww.clinicians.org
- 35. StaffDiversityStaff TrainingPerformance ReviewSupportfor TrainingSelf Assessmentwww.clinicians.org
- 36. Goal 5Identify waysto incorporate low-cost consumer friendly tools into your office setting to reduce barriers to communicationwww.clinicians.org
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- 40. Consumer Friendly MaterialsSimplefont (12 pt)
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