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The Immanuel Hospital Berlin-Wannsee–

an example for migrant-friendliness (MF) implementation in the organisational

development

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Immanuel Hospital

Berlin - Wannsee Berlin - Buch

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• CEO

• physician (1 ward physician and 1 chief physician)

• nursing service (1 staff member and supervisor)

• 1 business management

• quality manager

• 1 member staff association

person in charge/participants (specified occupation group)

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development (2003-2006)

2003• formation of management committee at Immanuel Hospital

• inquiry of process quality per interview

� with migrant patients

� with staff members

• inquiry of structural quality based of questionnaire• structural quality as-is analysis regarding to information and

medical care of migrant patients

• participation at international deliberations (EU-project)

• presentation „First results of MFH Project“, National Conference DNGfK in Aachen

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Major Values of the Health-Care Institutions of the Immanuel Diakonie Group

1. Our primary value is the best possible medical treatment and nursing care for our patients and residents. Our holistic understanding of health with its physical, psychological and social components demands the inclusion of systematic, health-promoting measures in the treatment process.

2. We highly regard the dignity and right for self-determination of our patients and occupants in all life situations.

3. We deal with our patients, residents and their families in a particularly friendly fashion.

4. We recognise and respect the various needs, values, world views and cultures of our patients and residents – including those of migrants and ethnic minorities.

5. Our considerate attention is offered to all patients and residents, in special measure those involved in critical situations and the dying.

6. Hospital chaplaincy is an integral part of the preventive, therapeutic and rehabilitative services directed towards our patients and residents.

7. We reserve for our patients, residents and guests rooms suited for meditation and prayer and offer them events focusing on questions of faith.

8. Staff health is a major concern of our service community.

9. We regard ourselves as committed to a co-operative style of leadership and a transparent information policy. 10. We strive for a culture of communication between equal partners and positive team co-operation.

11. We support additional, on-going staff training for the sake of broadening speciality competencies and promoting existing aptitudes.

12. We seek Christian-oriented staff members who share our mutual goals. Yet we respect the freedom of staff members to decide their own personal questions of faith.

13. We regard ourselves irrespective of our job locations as part of the greater service community of the “Health Care Institutions of the Immanuel Diakonie Group”.

14. We desire to diminish the socially-related inequalities of health opportunity.

15. We see ourselves as committed to the economic viability of our institutions including the effective and efficient utilisation of resources measured against the hoped-for health gain.

16. We guarantee the continuous improvement and transparency of service quality.

17. We promote co-operation with our external clients and partners, in particular with our referring doctors and the institutions located in our own region. We are strengthening the co-operation with other church health-care institutions.

18. We strive towards the goal of integrating the World Health Organisation’s policies on Health-Promoting Hospitals into the structure and culture of our institutions.

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• employee training for interdisciplinary composition of the

subject: „intercultural competence“

� 10 hours

� external trainer• expansion of patient flyer in English and Turkish language

• close collaboration with „Gemeindedolmetschdienst - Berlin“(translation service) and „Gesundheit e.V.“

• implementation of communication instrument „KOM-MA“:

� in nursing area

2004

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• planning and processing of training „intercultural competence“for staff members (interdisciplinary composition)

• improvement of structure in communication and information(as “KOM-MA”)

• cooperation with “Diakonisches Werk” and “Gesundheit e.V.”

• participation at international deliberations (EU-project)

• poster presentation “On the way towards HCCC” HPH Conference in Moscow

• participation and cooperation in concluding conference

� December 2004

� in Amsterdam

� adoption of the “Amsterdam declaration”

2004

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• implementation of communication instrument „KOM-MA“:

� in physical therapy area

� occupational therapy area

• formation of quality circle by especially trained staff

• improvement of:

� medical care

� information

� adequate education

� consulting

• quality circle „MFH“ to develop a guideline regarding handling

of communication problems

2005

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• management committee decided in new title: „intercultureopening”

• development of multilingual information for patients(pictogram)

• „KOM-MA“ available on intranet

• participation and advancement of international task force MFH (within the network “Health promoting Hospitals”)

• participation at task force 2 “migration and health”(“Landesgesundheitskonferenz”, Senate Berlin)

• presentation „From migrant-friendliness to interculturalopening“ National Conference DNGfK, Berlin

2005

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Balanced Scorecard of Immanuel Diakonie Group

partnerships and health centers

process optimisationand

quality management

highest possible health gainthrough comprehensive

patient orientation

health promoting corporate culture

arrange professionalpublic relations (F4)

make positive

operating results (F2) open additional business

segments and financialresources (F3)

plan for case

costs (F1)

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increase staffsatisfaction (C2)

increase satisfaction of patients,

occupants and relatives (C1)

promoting health in the

region (C3)---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

establish a corporate

identity relatedto Immanuel

Diakonie

Group (P3)

introduce a comprehensive

human resourcedevelopment (P7)

involve patient as co-producer of

his health (P1) organise carenetwork and

cooperations(P4)

identify and reduce

depreciativeprocesses (P6)

create transparent structures of

responsibility and information (P2)

consider and

document theneeds of patients

and occupants (P5)

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strengthen staffhealth

competence (I6)

lead staff to success (I4)

establish regularself-assessments

(I5)

holistic perception

of patients, occupants and relatives (I2)

distinguishperformance

spectrum (I3)

promote communicant culture (I1)

F

C

P

I

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• implementation of guideline incl. training for staff (by “Gemeindedolmetschdienst - Berlin”)

• presentation and discussion of guideline on occasion of 2nd Health Conference

• adoption of guideline by hospital management

• adoption and training supported by“Gemeindedolmetschdienst – Berlin”

• integration into Immanuel Diakonie Group by key personalityfrom basic processes (Wannsee, Rüdersdorf, Bernau)

• definition of extended patients‘ rights

• moderation of workshop „migrant patients in hospital“ National Conference DNGfK, Unna

2006

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• intention:

� steady influence of intercultural views on method of operation with Balanced Scorecard

� preview

strategic instrument of hospital management shows goals

of project “intercultural opening of hospital”

preview

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• points of view (Balanced Scorecard)

� P1 “involve patient as co-producer of his health”

� P3 “configuration and placed”

� P5 “consider and document the needs of patients and

occupants”

� K1 “increase patient-, occupant- and relatives satisfaction”

preview