1. What are your patient’s learning needs, abilities, preferences, and readiness to learn? 2 How would you determine if your patient has cultural and religious

1. What are your patient’s learning needs, abilities, preferences, and readiness to learn?

2 How would you determine if your patient has cultural and religious practices that impact their care?

What about cognitive limitations or language barriers?

For your patient case…For your patient case…

Working by Our Credo


Some differences are visible — others hidden,unknown.

Some differences are visible — others hidden,unknown.

Our population is diverseOur population is diverse

Differences come from race, gender, age, politics, religion, sexual orientation, income level, birth country, language, etc.

Differences come from race, gender, age, politics, religion, sexual orientation, income level, birth country, language, etc.

Our credo has special meaning

for people who speak or read limited English

for people with hearing or other sensory impairments

for people from cultures with traditions different from our own

We provide excellence in health care for all of our patients.


Credo

We treat patients and each other as we wish to be treated.


We continuously evaluate and improve our performance.








Credo

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Caring Culture

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Our patientsare here for

CARE+CARING

Our patientsare here for

CARE+CARING

Caring Culture Working by Our Credo


Be aware of how you show you care.Be aware of how you show you care.

Caring Culture Working by Our Credo


A kind voice, body language, facial expression -– a genuine smile goes across language barriers.

A kind voice, body language, facial expression -– a genuine smile goes across language barriers.

This might be the patient’s first time in a hospital or modern clinic.

This might be the patient’s first time in a hospital or modern clinic.

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Recognize & Respect Needs

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Observe & listen

Ask & anticipate interpreter requirements

Clarify & confirm dates, locations, names




You might be the first point of access for a patient who needs an interpreter during their treatment.

Make sure their needs get identified into the system...

Sometimes a patient brings a friend or family member as their interpreter.

Recognize & Respect Needs Working by Our Credo


Clinic receptionists are instructed to contact Patient Affairs to assess the proficiency of the interpreter.

Language and interpreter needs are reflected on the “face sheet” in the front of the inpatient’s chart.



This information also goes on the nursing assessment sheet.

Patient Affairs is contacted if a patient has limited English, does not have their own interpreter, or refuses our interpreter services.



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Evaluate Options & Resources

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- Office of Patient Affairs, 2-

6154

- Office of Patient Affairs, 2-

6154

Evaluate Options & Resources Working by Our Credo


CONSULTATION & PROBLEM

SOLVING

- Hospital Administrator on-call - Hospital Administrator on-call

Evaluate Options & Resources Working by Our Credo


24/7 Services

-Optimal Phone Interpreters (OPI) has been chosen as Vanderbilt’s telephonic connection to over 200 languages when you have a need to communicate with Limited English Speakers. www.OptimalPhoneInterpreters.com

- Coordinator for Interpreter Services, 2-SERV (2-7378)

- League for the Hearing Impaired, 248-8828

http://www.optimalphoneinterpreters.com/

Evaluate Options & Resources



- Hospital Policy #10-07Communication with Patients, Families, and

Visitors

RESOURCES

- Patient Affairs Website

- Learning Center Website some patient education materials available in Spanish

- Cultural Religious Manual available in patient care areas

- EZ-TV video-on demand system available to in-patients, some videos in Spanish

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Deliver Service with a

Difference

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Deliver Service with a Difference



Look for opportunities to make a real difference for a patient & families using behaviors that recognize and respect their individual needs.

Look for opportunities to make a real difference for a patient & families using behaviors that recognize and respect their individual needs.What action will you take to help patients whose needs go beyond the routine?

What action will you take to help patients whose needs go beyond the routine?




How will you help patients with--How will you help patients with--- understanding compliance with

Hospital policy regarding family

& visitors

- understanding compliance with

Hospital policy regarding family

& visitors- unspoken concerns of patients- unspoken concerns of patients- limited English proficiency- limited English proficiency- culture/customs about healthcare- culture/customs about healthcare




Common Pitfalls…. Common Pitfalls…. Interpreting is more complicated than you expect.It’s NOT something anyone can do.

Interpreting is more complicated than you expect.It’s NOT something anyone can do. Clarify understanding with repeating back to you. Clarify understanding with repeating back to you.Translated written materials must be examined by someone competent to speak and read the language being translated to.

Translated written materials must be examined by someone competent to speak and read the language being translated to.

Literal word for word translation may not communicate what you are intending.Literal word for word translation may not communicate what you are intending.

Communicate and involve the team.Communicate and involve the team.

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Opportunity to Take Ownership

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Individuals & departments around the medical center have unique challenges and make unique contributions in serving our patients.

Individuals & departments around the medical center have unique challenges and make unique contributions in serving our patients.

What challenges are common or unique to your department?

What challenges are common or unique to your department?

Opportunity for Ownership Working by Our Credo


Documents

1. What are your patient’s learning needs, abilities, preferences, and readiness to learn? 2 How would you determine if your patient has cultural and religious