lois wessel - communicating with your clients

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Communicating with your Clients: Tools for Health and Social Service Providers Lois Wessel, FNP-Associate Director for Programs, ACU Center for Health Literacy www.clinicians.org

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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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Page 1: Lois Wessel - Communicating with your Clients

Communicating with your Clients:

Tools for Health and Social Service Providers

Lois Wessel, FNP-Associate Director for Programs, ACU

Center for Health Literacy

www.clinicians.org

Page 2: Lois Wessel - Communicating with your Clients

Goal 1

Explain how language, culture and communication affect access to services and appropriate use of community resources

www.clinicians.org

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Poor use of services

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How are you taking it?

www.clinicians.org

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Tip of the Iceberg

www.clinicians.org

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Clients Bring…

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LANGUAGE AND

LITERACY

RELIGION AND SPIRITUALITY

COMMUNITY VALUES

POLITICAL SITUATION

ECONOMIC SITUATION

INSURANCE STATUS

HEALTH CARE SYSTEM

FAMILY BELIEFS AND

HISTORY

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Cultural Norms

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Internal Factors

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External Factors

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Health Literacy

53%

12% 14%

22%

National Center for Education Statistics, 2006

www.clinicians.org

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www.clinicians.org

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Goal 2

• Describe federal civil rights legislation and how it pertains to consumers with Limited English Proficiency

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Civil Rights Legislation

• Title VI of the Civil Rights Act of 1964

• President Clinton's 2000 LEP Executive Order (Executive Order 13166)

• Mandates compliance for agencies receiving federal funds

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Who Is Covered by Title VI?

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DHHS Guidance and Requirements

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Culturally and Linguistically Appropriate Services

(CLAS) Standards • Directed at Health

Care organizations• Guidelines • Culturally

Competent Care• Language Access• Organizational

Supports

Sharon
This would be a little more, but it provides the broad view of where the standard of care was developed.
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Additional Legislation

www.clinicians.org

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Goal 3

• Assess the barriers your organization has to communication based on language, culture and literacy

www.clinicians.org

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Barriers

FORMSINTERPRE-

TATION

LITERACY LEVEL

DIRECTIONSLOCATION

FRONT DESK

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Walk Through Office

www.clinicians.org

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Welcoming

www.clinicians.org

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Pay Attention to Signs

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Listen to Another Language

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Assessment Tools

• National Center for Cultural Competence• Cross Cultural Healthcare Program• HRSA• American Speech Language and Hearing

Association

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Goal 4

• Demonstrate how health and other social service agencies can create consumer friendly environments that address language, culture and literacy

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The Culture of Your Organization

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Organizational Commitment

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Organizational Practice

www.clinicians.org

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Example: LEP

• 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.

• Guidelines and Procedures….

• Source: Mobile Medical Care, Inc. Bethesda MD

www.clinicians.org

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I Speak Cards

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Appropriate Interpretation Services

http://www.access2interpreters.com/images/Interpreters.jpg

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Linguistic Competence

• Language Access Services• Linguistically/culturally

competent Staff• Signs, brochures, posters

culturally and linguistically appropriate

• Health education materials culturally and linguistically appropriate

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Organizational Demands

• Intake Protocols• Dissemination of

Information• Use of community

partners• Office Flow• Office

Communication

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Staff

• Diversity• Staff Training• Performance

Review• Support for

Training• Self Assessment

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Goal 5

• Identify ways to incorporate low-cost consumer friendly tools into your office setting to reduce barriers to communication

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Universal Precautions Approach

Sharon
Have a photo with some leders in it as well?
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Simple Signs

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Arlington Free Clinic

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Appropriate Education

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Consumer Friendly Materials

• Simple font (12 pt)• Layout• Writing level• Appearance• Cultural context• Limit message to one or

two key points• Supplement with visuals• Plain Language

http://www.dshs.state.tx.us/diabetes/patient.shtm

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Words Count

www.clinicians.org

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Use of Community Workers

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Slide Idea: Tawara Goode, National Center for Cultural Competence, 2009

Pieces All Need to Fit Together

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For More Information

Association of Clinicians for the Underserved (ACU)[email protected]

www.facebook.com/CliniciansfortheUnderserved

www.clinicians.org

@ACUnderserved