Implementing best practices for serving and engaging LGBT patients and healthcare professionals Riikka Salonen, Oregon Health & Science University

Session objectives

•  Recognize opportunities to make organizational policies and processes more inclusive and culturally sensitive for LGBT patients and employees.

•  Identify training resources and tools for increasing cultural awareness related to LGBT topics.

•  Understand best practices for engaging LGBT employees and community organizations.

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OHSU was named as a "Leader in Lesbian, Gay, Bisexual, and Transgender (LGBT) Healthcare Equality" in 2011 and 2012 by the Human Rights Campaign.

A leader in LGBT healthcare equality

The Healthcare Equality Index (HEI) rates healthcare facilities on their policies related to LGBT healthcare equality.

Four main areas:

•  Patient non-discrimination •  Hospital visitation rights •  Employment policies •  Cultural competency training

Healthcare Equality Index

Policies and practices

•  Inclusive policies: o Equal opportunity policy o Non-discrimination policies o Visitation rights and room assignments o Employee benefits (Domestic partner benefits

and trans-inclusive health benefits) •  Inclusive practices

• Waiting rooms materials • Transitioning guidelines

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Training contexts

•  New Employee Orientation •  Broadening Cultural Competence online module •  Healthcare Equality Webinars

–  Your LGBT Patients: An Introduction –  LGBT Patient-Centered Care: An Executive Briefing –  Transgender Patients: Organizational Best Practices

•  Departmental initiatives •  Academic program integration

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Training topics

•  Health disparities and risks for LGBT patients •  LGBT patients’ experience of healthcare •  LGBT-related legal and regulatory requirements •  Best practices for healthcare professionals

treating LGBT patients and their families •  Particular challenges for LGBT subpopulations

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LGBT awareness resource: CultureVision

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CultureVision Website

LGBT awareness resource: OHSU Library

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OHSU Library Website

Employee and patient engagement

•  Employee resource groups •  Employee engagement and diversity climate

surveys • Websites and LGBT printed media •  Patient materials

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Employee engagement: OHSU Pride

11 OHSU Pride Website

OHSU Pride strategic goals

•  Ensure that OHSU's policies and procedures are fully inclusive, welcoming and equitable for LGBTQ employees and visitors at OHSU

•  Raise the visibility and support of OHSU and OHSU Pride in the LGBTQ community through community engagement

•  Provide LGBTQ education to the broader OHSU community •  Increase LGBTQ and allied employee and student recruitment and

retention at OHSU •  Provide LGBTQ employees, students, and allies with space and

opportunities for social support and networking at OHSU •  Assess and track the experiences of LGBTQ employees, students,

and patients in order to make recommendations on best practices for patient care, employee retention, and culturally competent educational curriculum

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Outreach and recruitment

•  Partner with LGBT community organizations and sponsor events and programs

•  Participate in LGBT health education events •  Promote employment opportunities at the LGBT

community events with inclusive recruiting materials

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Diversity recruitment

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Resources

•  Human Rights Campaign: Healthcare Equality Index

•  The Joint Commission: Advancing effective communication, cultural competence, and patient- and family-centered care for the LGBT community: A field guide

•  Primary Care Protocol for Transgender Care

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Contact information

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Riikka Salonen Manager, Workforce Equity and Inclusion Healthcare Human Resources Oregon Health & Science University salonenr@ohsu.edu 503 346-0781

Acknowledgement: Sue Orchard, Associate Director, Center of Diversity & Inclusion, OHSU