scl communication with non english speaking patients

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  • 1. Working with Interpreters toImprove Access to Care for theLimited Proficient Patients.Julia Sosa, MS, RDOffice of Minority HealthNovember 10, 2011

2. Why Cultural and LinguisticCompetence? Changing Demographics Health Disparities ADPH provides the preventive and primary careservices that are essential to decreasing healthdisparities Improving access to services of the HealthDepartment improves the health of ourcommunity 3. Civil Rights Title VI Title Vi of the Civil Rights Act 1964 Prohibits discrimination No person in the US shall, on ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance 4. National CLAS Standards Culturally and Linguistically Appropriate Services in Health CareRecognizing the impact of language and cultural values onaccess to health care, the Office of Minority Health wasmandated by Congress to design and develop initiatives toeliminate barriers and to promote access to health care forLimited English Proficient persons. 2003 Kaiser Permanente, National Diversity - National Linguistic & Cultural Programs 5. CLAS1 Culturally Competent6Care11 Qualifications for BilingualCollection of Dataand Interpreter Services on Communities2Staff Diversity 7 12Translated Materials Community Partnershipsfor CLAS3Staff Education and Training8Organizational Framework for Cultural Competence 13 Complaint and Grievance 4 Resolution Qualified Language9 Assistance Services OrganizationalSelf-Assessment 14 Information for5 the PublicNotices to Patients of the 10Right to Language Collection of DataAssistance Services on Individual Patients 6. Communication Communication is more than just words. Cultures have avariety of norms that influence the non verbal aspects ofgetting the message across. The purpose of communication is culturally defined. Facial expression and eye contact are learned behaviors and areunconscious. Whom and how we touch is culturally prescribed. Not talking is also culturally prescribed.Manging Diversity by LeeGardenswart and Anita 7. Ways of Communication WhenLanguage Barriers Non Verbal communication Facial expressions Voice intonation Emotional responses Eye Contact Touching Smile 8. Tips for Working With People Who SpeakAnother Language Do not think that people who are struggling withEnglish are stupid Learn greetings, titles of respect, and attitudetoward touching Write numbers down when giving instructions Ask questions in several different ways Be friendly, accepting and approaching Everybody relates to a smile 9. How should a provider offer oralinterpretation services? Various options for language assistance Use of bilingual staff Staff interpreters Contracting for interpreters Telephone interpreter lines Community volunteers 10. Modes of Interpretation Simultaneous Is real time interpreting. Speaker talks andinterpreter listens and reproduces in anotherlanguage. All this occurs at the same time. Consecutive Involves a pause between languageconversations: interpreter listens to the entireoriginal phrase or passage, then the interpretersays it in another language. 11. Working Effectively with Interpreters Speak directly to the patient Consider interpreter positioning Be attentive to the pace of your interpreter Avoid medical jargon Check for understanding 12. Speak directly to the patient Due to language barrier, it is easy to feel like youare carrying on a conversation with theinterpreter Look at the patient/parent when you speak andwhen they speak Address the patient/parent directly as You, notTell her that 13. Use of Body LanguageYour care for the patient and their familytranscends language barriers. Eye contact Pat on the shoulder Smile Show of concernIf you are not sure what is appropriate, ask. 14. Risks of Not UsingLanguage Services No way of knowing quality of interpretation provided by children, family members, friends, Internet translators 15. It Is Going To Take A Team Effort! 16. Contact Information Julia Sosa, MS, RD Assistant Director Office of Minority HealthThe RSA Tower, Suite 710 201 Monroe StMontgomery, AL 36104(334) [email protected]