Ivonne Poveda-Leyva Patient Navigator Center for Diversity and Health Equity

Center for Diversity and Health Equity

Ivonne Poveda-LeyvaPatient NavigatorCenter for Diversity and Health Equity

Building Bridges, Building Trust: A Patient Navigator’s Play Book

Center for Diversity and Health Equity

• Identify concrete signs of mistrust between families with limited English proficiency (LEP) and medical providers.

• Describe three approaches for identifying the origin of the mistrust.

• Formulate strategies for providers to improve the relationship with LEP families.

Building Bridges, Building Trust: A Patient Navigator’s Play Book

Today’s Objectives:

Center for Diversity and Health Equity

Trust: The expectancy of people that they can rely on ones words and actions.

Webster Dictionary, 2012

Center for Diversity and Health Equity

• Disbelieve (Lack of confidence in treatment).

• Hesitancy (Reluctance to participate in the treatment decision making process).

• Disappointment (Noncompliance with medical appointments).

Signs of mistrust between LEP families and medical providers

Center for Diversity and Health Equity

“Seek confirmation, not information”

• Assess diagnosis and/or medical treatment understanding.

• Review past experiences with medical systems.

• Inquire about community resources.

Approaches for identifying the origin of the mistrust.

Center for Diversity and Health Equity

• Assign one main contact provider on a regular basis.

• Assure high quality interpretation and working well with the interpreter.

• Recognize level of understanding and learning preferences.

• Repeat information as necessary, using different wording at times.

• Assess understanding frequently within a single conversation.

Strategies for providers to improve the relationship with LEP families.

Center for Diversity and Health Equity

• Identify concrete signs of mistrust between families with limited English proficiency (LEP) and medical providers.

• Describe three approaches for identifying the origin of the mistrust.

• Formulate strategies for providers to improve the relationship with LEP families.

Building Bridges, Building Trust: A Patient Navigator’s Play Book

Today’s Objectives:

Center for Diversity and Health Equity

Please contact

The Center for Diversity and Health Equity

Seattle Children’s Hospital

206-987-3506

diversity@seattlechildrens.org

For more information

Center for Diversity and Health Equity