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Best Practices in Multilingual Access- Best Practices in Multilingual Access- Focus on Group Practice/Community Health
Centers
Kris McCracken, Dir. of Operations
Manchester Community Health CenterManchester Community Health Center
Purpose
Provide an Overview of Community Health Centers (CHCs) and how they are Addressing a Growing, Diverse Population
Lessons Learned that could be applied to other Group Practice Settings
What is a Federally Qualified Health Center FQHC)?
A Non-Profit Organization that:
Is a Community Based Organization Governed by a Board of Directors Comprised of 51% Consumers of Services
Serves an Underserved Population or Area
Provides a Comprehensive Scope of Preventive and Primary Health Services to Anyone, Regardless of Insurance Status or Ability to Pay
Provides a Sliding-Fee Scale Based Upon Income for Those without Insurance
Receives Funding Under Section 330 of the Public Health Service Act
CHCs Served 81,000
People in 2004 in
New Hampshir
e
NEW HAMPSHIRE COMMUNITY HEALTH CENTER SERVICE AREAS
Ammonoosuc Community Health Services, Inc.
(Littleton) (Woodsville) (Warren) (Whitefield)
(Franconia)
Coos County Family Health Services
(Berlin - 2) (Gorham)
White Mountain Community Health
Center (Conway)
Speare Medical Associates
(Plymouth) (Bristol)
Avis Goodwin Community Health
Center (Dover) (Rochester)
Families First Health and Support Center
(Portsmouth)
Lamprey Health Care (Newmarket)
(Raymond) (Nashua)
Healthcare for the Homeless (Manchester)
Manchester Community Health Center
Capital Region Family Health Center
(Concord) (Hillsboro)
Partners in Health (Newport)
Health First Family Care Center (Franklin)
Language Volume (Over 10 speakers)
Interpretation Expenses FY’04-08
Service Delivery StructureINTERPRETATION RESOURCES:
-2 FTE’s dedicated Spanish Interpreters
-.5 FTE dedicated Bosnian Interpreter
-.5 FTE dedicated Somali/Mai Mai/Zigua Interpreter
-Contract with Tele-Interpreters for rare languages
-25 Independent Interpreters available (all staff have copy of the list)
-Contract with Lutheran Social Services Language Bank
-Use of Northeast Ctr. For the Deaf and Hard of Hearing as well as Granite State Independent Living for Sign Language Interpreters
-20 Total Bilingual Staff Members (Languages spoken: Spanish, French, Arabic ,Bosnian, Romanian, Russian, Swahili)
Policies & Procedures
Human Resources Perspective
Patient Perspective
ISSUES still on the Fore-Front
After hours access (answering service limitations) Tele-interpreter available for doctor through 3-way conference call.
Recruitment of bilingual direct service providers
Difficulty when referring patients out to specialty care and testing
Loss of funding to Refugee Resettlement Programs
Areas for ConsiderationNavigating the American Health Care system
Legal requirements for Interpretation (OCR)
Economic Impact of Providing Services
Adequacy of supply of bilingual/bicultural healthcare professionals
Differences in Cultural Beliefs in regards to healthcare
Availability of refugee/immigrant health records
Difficulties in coordinating care with:
Hospitals
Specialty Providers
Mental Health Providers
Social Service Agencies
VNA’s
Entitlement Programs