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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, 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

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