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CLAS Clearinghouse: Results for "Quality Improvement"



Racial and Ethnic Disparities in Healthcare in California External Web Site Policy

California Office of Statewide Health Planning and Development. (2010). Racial and ethnic disparities in healthcare in California: California fact book. Retrieved from http://www.oshpd.ca.gov/HID/Products/PatDischargeData/ResearchReports/EthnicRacialDisp/RacialEthnic
FactBook_2010.pdf

The State of California conducted a study on racial and ethnic health disparities in 2010. Although the study found improvement in many areas, it also found that significant inequities persist. The authors note that the report provides strong evidence for policymakers, healthcare providers, public health professionals, researchers, and other interested stakeholders to focus efforts on addressing access to and quality of care.

Keywords:    Research | Clinical & Mental Health | Public Health | Patients & Consumers | Governance & Leadership | Government | Population-Based | Quality Improvement | Disparities |

Future Directions for the National Healthcare Quality and Disparities Reports External Web Site Policy

Institute of Medicine. (2010). Future directions for the national healthcare quality and disparities reports. Retrieved from http://iom.edu/

The Institute of Medicine (IOM) released in Spring 2010 a report that discusses future directions for the AHRQ National Healthcare Quality Report (NHQR) and National Healthcare Disparities Report (NHDR). The IOM concludes that the NHQR and NHDR can be improved in ways that would make them more influential in promoting change in the healthcare system.

Keywords:    Tools | Policy | Clinical & Mental Health | Public Health | Government | Population-Based | Profession-Based | Disease-Based | Quality Improvement | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

National Healthcare Disparities Report

U.S. Department of Health & Human Services, Agency for Healthcare Research and Quality. National Healthcare Disparities Report (AHRQ Publication No. 10-0004). Retrieved from http://www.ahrq.gov/qual/nhdr09/nhdr09.pdf

The AHRQ produced the 2009 NHDR. The NHDR tracks the healthcare system through quality measures and summarizes healthcare quality and access among various racial, ethnic, and income groups and other priority populations, such as children and older adults.

Keywords:    Research | Policy | Clinical & Mental Health | Government | Disease-Based | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Commentary: Linking Cultural Competence Training to Improved Health Outcomes: Perspectives From the Field. External Web Site Policy

Betancourt, J. R., & Green, A. R. (2010). Commentary: linking cultural competence training to improved health outcomes: perspectives from the field. Academic Medicine, 85(4), 583-585. doi: 10.1097/ACM.0b013e3181d2b2f3

This article explores the impact cultural competency may have on health outcomes. Cultural competence training should be evaluated in a stepwise fashion by using the tools of health services research and the principles of quality improvement, and it should be held to the same standards as other educational interventions and activities.

Keywords:    Research | Education & Training | Clinical & Mental Health | Governance & Leadership | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Advancing Effective Communication, Cultural Competence, and Patient-and Family-Centered Care External Web Site Policy

The Joint Commission (2010). Topic Library Item: Advancing effective communication, cultural competence, and patient-and family-centered care. Retrieved from http://www.jointcommission.org/assets/1/6/ARoadmapforHospitalsfinalversion727.pdf

The Joint Commission proposes accreditation requirements for hospitals. These standards aim to improve communication, cultural competence, and patient-centered care. The standards will be published in the 2011 Comprehensive Accreditation Manual for Hospitals (CAMH): The Official Handbook. Compliance with the patient-centered communication standards will be included in the accreditation decision no earlier than January 2012.

Keywords:    Policy | Clinical & Mental Health | Governance & Leadership | Government | Communication | Quality Improvement | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Race, Ethnicity, and Language Data: Standardization for Health Care Quality Improvement External Web Site Policy

Institute of Medicine, Subcommittee on Standardized Collection of Race/Ethnicity Data for Healthcare Quality Improvement. (2009). Race, ethnicity, and language data: standardization for health care quality improvement. Retrieved from http://iom.edu/Reports/2009/RaceEthnicityData.aspx

In its 2009 report titled Race, Ethnicity, and Language Data: Standardization for Health Care Quality Improvement, the IOM recommends that healthcare providers collect and assess comprehensive patient data on their cultural and linguistic needs. Having more precise quality metrics can assist in eliminating disparities in health and healthcare.

Keywords:    Tools | Research | Policy | Clinical & Mental Health | Public Health | Governance & Leadership | Government | Population-Based | Quality Improvement | Engagement, Continuous Improvement, and Accountability |

Multicultural Health Care: A Quality Improvement Guide

National Committee for Quality Assurance, & Lilly USA, LLC. (2011). Multicultural health care: a quality improvement guide. Retrieved from http://www.clashealth.org/

The National Committee for Quality Assurance and Lilly USA, LLC, have developed Multicultural Health Care: A Quality Improvement Guide, a free, online resource for healthcare professionals. The website helps those seeking to undertake quality improvement initiatives to improve culturally and linguistically appropriate services and to reduce disparities in care.

Keywords:    Tools | Policy | Clinical & Mental Health | Profession-Based | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

CSMS issues results of health disparities survey External Web Site Policy

CSMS issues results of health disparities survey. (2009, October 28). Connecticut State Medical Society. Retrieved from http://www.csms.org/index.php?option=com_content&task=view&id=2415&Itemid=222

This article discusses the results of a survey conducted by the Connecticut State Medical Society (CSMS) about physicians' views on ways to reduce disparities in healthcare, including cultural competency training. The results indicate that Connecticut physicians believe they could provide better care to patients of minority communities if they had better access to training. As a result of these findings, CSMS has committed to providing cultural competency training to physicians to help eliminate healthcare disparities in Connecticut.

Keywords:    Research | Policy | Clinical & Mental Health | Patients & Consumers | Government | Profession-Based | Communication | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Speaking the Same Language: Medical Providers Struggle to Communicate With Immigrant Patients External Web Site Policy

Barclay, E. (2009, April 21). Speaking the same language: medical providers struggle to communicate with immigrant patients. The Washington Post. Retrieved from http://www.washingtonpost.com/wp-dyn/content/article/2009/04/20/AR2009042002466_pf.html

This Washington Post article discusses the effect of the Washington area's high immigration rates on its healthcare providers and the quality of care offered to patients. The author describes the medical errors and discrimination that can result from inadequate language services, and she provides doctors' and patients' points of view.

Keywords:    Research | Policy | Clinical & Mental Health | Public Health | Governance & Leadership | Government | Population-Based | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Health Information Technology: Addressing Health Disparity by Improving Quality, Increasing Access, and Developing Workforce External Web Site Policy

Custodio, R., Gard, A. M., & Graham, G. (2009). Health information technology: addressing health disparity by improving quality, increasing access, and developing workforce. Journal of Healthcare for the Poor and Underserved, 20(2), 301-307. doi: 10.1353/hpu.0.0146

This article discusses the role of health information technology (HIT) as a tool to assist in health reform. Through quality improvement, education and outreach, and workforce and training development, advances in HIT show strong potential to help the healthcare system reduce persistent racial and ethnic health disparities by delivering patient-centered, culturally competent care.

Keywords:    Tools | Research | Policy | Education & Training | Clinical & Mental Health | Governance & Leadership | Quality Improvement | Engagement, Continuous Improvement, and Accountability |

2008 National Healthcare Quality & Disparities Reports

U.S. Department of Health & Human Services, Agency for Healthcare Research and Quality. (2009). National healthcare quality report, 2008 (AHRQ Publication No. 09-0001). Retrieved from http://www.ahrq.gov/qual/qrdr08.htm

The AHRQ released 2008's NHQR and NHDR, which present findings on quality of and access to healthcare by measuring trends in effectiveness of care, patient safety, patient centeredness, and more.

Keywords:    Research | Policy | Clinical & Mental Health | Patients & Consumers | Government | Quality Improvement | Disparities | Engagement, Continuous Improvement, and Accountability |

National Pharmacy Benefit Manager to Strengthen How it Provides Language Assistance Services External Web Site Policy

National pharmacy benefit manager to strengthen how it provides language assistance services. (2009, June 15). U.S. Department of Health and Human Services. Retrieved from http://www.hhs.gov/

The HHS announced that Medco, a national pharmacy benefit management company, will significantly improve its language access services for limited-English-proficient individuals. The acting director of the HHS Office for Civil Rights noted that this development will combat health disparities, promote healthcare reform, and improve access to care.

Keywords:    Research | Education & Training | Clinical & Mental Health | Patients & Consumers | Government | Population-Based | Profession-Based | Quality Improvement | Disparities | Communication and Language Assistance |

One Size Does Not Fit All: Meeting The Health Care Needs of Diverse Populations External Web Site Policy

Wilson-Stronks, A., Lee, K. K., Cordero, C. L., Kopp, A. L., & Galvez, E. (2008). One size does not fit all: meeting the health care needs of diverse populations. Retrieved from The Joint Commission website: http://www.jointcommission.org/assets/1/6/HLCOneSizeFinal.pdf

This report provides insight into the ways in which hospitals meet diverse patient needs and reduce health disparities. It examines the challenge that healthcare organizations face when addressing cultural and language issues, and it provides a general framework for developing organizational cultural competence. The report stresses that each hospital is responsible for tailoring an approach to cultural competence that addresses its needs rather than relying on a "one size fits all" solution.

Keywords:    Research | Policy | Clinical & Mental Health | Patients & Consumers | Governance & Leadership | Profession-Based | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

National Consensus Statement on Integrating Racially and Ethnically Diverse Communities into Public Health Emergency Preparedness External Web Site Policy

U.S. Department of Health & Human Services Office of Minority Health and Drexel University, Center for Health Equality National Consensus Panel on Emergency Preparedness and Cultural Diversity. (2008). National consensus statement on integrating racially and ethnically diverse communities into public health emergency preparedness. Retrieved from http://www.diversitypreparedness.org/SiteData/docs/National%20Consensus%20Statement%20%26%20Guiding%20Principles%20%26%20Panel%20List%20508/695132ab58eb36a7c2f67ba98d5a72ec/National%20Consensus%20Statement%20%26%20Guiding%20Principles%20%26%20Panel%20List%20508.pdf

This statement provides a framework for integrating racially and ethnically diverse communities into emergency preparedness. It was developed by the National Consensus Panel on Emergency Preparedness and Cultural Diversity, an initiative of the Drexel University School of Public Health's Center for Health Equality and the HHS Office of Minority Health.

Keywords:    Tools | Policy | Public Health | Governance & Leadership | Government | Profession-Based | Communication | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Racial and Ethnic Disparities in U.S. Health Care: A Chartbook External Web Site Policy

Mead, H., Cartwright-Smith, L., Jones, K., Ramos, C., Woods, K., & Siegel, B. (2008). Racial and ethnic disparities in U.S. health care: a chartbook. Retrieved from the Commonwealth Fund website: http://www.commonwealthfund.org/~/media/Files/Publications/Chartbook/2008/Mar/Racial%20and%20Ethnic%20Disparities%20in%20U%20S%20%20Health%20Care%20%20A%20Chartbook/Mead_racialethnicdisparities_chartbook_1111%20pdf.pdf

This chartbook provides a framework through which policymakers, teachers, researchers, and practitioners may understand health disparities and formulate solutions. The chartbook presents data regarding health disparities, including their nature and etiology, and seeks to provoke thought about why disparities exist and how they can be eliminated.

Keywords:    Tools | Research | Policy | Education & Training | Clinical & Mental Health | Public Health | Patients & Consumers | Governance & Leadership | Government | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Roadmap to diversity: Key legal and educational policy foundations for medical schools External Web Site Policy

Coleman, A. L., Palmer, S. R., Winnick, S. Y., & Holland & Knight, L.L.P. (2008). Roadmap to diversity: key legal and educational policy foundations for medical schools. Association of American Medical Colleges. Retrieved from http://www.cossa.org/diversity/reports/Key_Legal_and_Policy_Foundations_for_Medical_Schools.pdf

This report, published by the Association of American Medical Colleges, seeks to provide hands-on guidance to medical schools that seek to improve diversity among their students, their missions, and their policies. The report is designed to guide all medical schools in their quest for increased diversity.

Keywords:    Tools | Policy | Education & Training | Clinical & Mental Health | Governance & Leadership | Government | Profession-Based | Communication | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Community variation: Disparities in health care quality between Asian and white Medicare beneficiaries External Web Site Policy

Moy, E., Greenberg, L. G., & Borsky, A. E. "Community variation: Disparities in health care quality between Asian and white Medicare beneficiaries." Health Affairs 27.2 (2008): 538-549.

This study focused on disparities in quality of health care received between Asian and white Medicare recipients. The researchers found that, overall, Asian Medicare beneficiaries were less likely than whites to receive any of the services examined.

Keywords:    Research | Policy | Clinical & Mental Health | Government | Population-Based | Profession-Based | Disease-Based | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Health care in the aftermath of Hurricane Katrina: Health care in New Orleans before and after Hurricane Katrina External Web Site Policy

Shartzer, A. (Author), & kaiserEDU.org (Producer). (2008). Health care in the aftermath of Hurricane Katrina: Health care in New Orleans before and after Hurricane Katrina [Video tutorial]. Retrieved from http://www.kaiseredu.org/tutorials/katrina/player.html

This is a narrated tutorial from the Kaiser Family Foundation that discusses the state of healthcare in New Orleans both before Hurricane Katrina and following it. Much of the information presented discusses the effect that Katrina had on low income individuals, many of whom are minorities.

Keywords:    Research | Policy | Clinical & Mental Health | Public Health | Government | Population-Based | Communication | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Creating Equity Reports: A Guide for Hospitals. Boston, MA External Web Site Policy

Weinick, R. M., Flaherty, K., & Bristol, S. J. (2008). Creating Equity Reports: A Guide for Hospitals. Retrieved from The Disparities Solutions Center, Massachusetts General Hospital website: http://www2.massgeneral.org/disparitiessolutions/z_files/Disparities%20Hospital%20guide.qxp.pdf

The findings in this report indicate that although many hospitals collect information about their patients' demographics, race, and ethnicity, they often do not make use of the information. This resource is a guide designed to assist hospitals in using that information to develop an equity report.

Keywords:    Tools | Policy | Education & Training | Clinical & Mental Health | Patients & Consumers | Governance & Leadership | Profession-Based | Communication | Quality Improvement | Health Literacy | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Measuring the Gaps: Collecting Data to Drive Improvements in Health Care Disparities External Web Site Policy

Russell, L. (2010). Measuring the Gaps: Collecting Data to Drive Improvements in Health Care Disparities. Retrieved from the Center for American Progress website: http://www.americanprogress.org/issues/2010/12/pdf/measuringgaps.pdf

This article discusses the Affordable Care Act requirements for the collection and analysis of healthcare disparities data, which will lay the foundation for developing targeted interventions to improve quality of care for racial and ethnic minorities.

Keywords:    Policy | Disparities | Government | Governance & Leadership | Quality Improvement |

Obama Official: Affordable Care Act Closes Racial Disparities External Web Site Policy

Chideya, F. (Host). (2011, March 23) Obama official: affordable care act closes racial disparities. In Martin, M. (Host), Tell Me More (Audio podcast), National Public Radio. Retrieved from http://www.npr.org/

In this interview, Assistant Secretary for Minority Health Dr. Garth Graham discusses the impact of the Affordable Care Act on minority communities. He discusses several aspects of the law that will reduce health disparities among racial and ethnic minorities.

Keywords:    Policy | Disparities | Government | Quality Improvement |

State Works to Improve Indian Health External Web Site Policy

Uken, C. (2011, January 8). State works to improve Indian health. The Billings Gazette. Retrieved from http://billingsgazette.com/news/state-and-regional/montana/article_efcf15bc-85d1-5af5-b396-eac182a2d146.html

This article details Montana's comprehensive efforts to address health disparities suffered by the State's American Indian population. Montana is implementing culturally competent services and partnering with tribal governments to improve the health of this population.

Keywords:    Population-Based | Policy | Profession-Based | Clinical & Mental Health | Public Health | Quality Improvement | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

With Poem, Broaching the Topic of Death External Web Site Policy

Daitz, B. (2011, January 24). With poem, broaching the topic of death. The New York Times. Retrieved from http://www.nytimes.com/

This article presents an Arizona hospital's efforts to provide culturally and linguistically appropriate geriatric and end-of-life services to its American Indian population.

Keywords:    Clinical & Mental Health | Public Health | Population-Based | Disease-Based | Quality Improvement | Disparities | Governance, Leadership, and Workforce | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability |

Multicultural HIV/AIDS and Hepatitis Service External Web Site Policy

A public site where people can access multilingual information on HIV and Hepatitis C.

*This resource was submitted by a Think Cultural Health visitor using our "Submit a Resource" feature.

Keywords:    Clinical & Mental Health | Communication | Governance, Leadership, and Workforce | Disease-Based | Disparities | Education & Training | Government | Health Literacy | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability | Patients & Consumers | Policy | Population-Based | Profession-Based | Public Health | Quality Improvement | Research | Tools |

Holistic Honu Wellness Center - Bridging the Gap between Traditional Healing and Western Medicine External Web Site Policy

The Holistic Honu Wellness Center is a very small health and wellness center in Berkeley, California where they address the issue of Native Hawaiian health disparities by acting as a conduit between traditional healing practices and the western medical communities everyday. Their current program has been the development and execution of a culturally competent education curriculum designed to address health disparity issues within Native Hawaiian communities that consists of four distinct levels.

*This resource was submitted by a Think Cultural Health visitor using our "Submit a Resource" feature.

Keywords:    Governance & Leadership | Clinical & Mental Health | Communication | Governance, Leadership, and Workforce | Disparities | Education & Training | Health Literacy | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability | Patients & Consumers | Population-Based | Public Health | Quality Improvement | Research | Tools |

NCQA Multicultural Healthcare Distinction fact sheet External Web Site Policy

A fact sheet describing how NCQA's Multicultural Healthcare Distinction program can help health care organizations meet Office of Minority Health CLAS standards.

*This resource was submitted by a Think Cultural Health visitor using our "Submit a Resource" feature.

Keywords:    Governance, Leadership, and Workforce | Disparities | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability | Policy | Quality Improvement | Tools |

Native American Spirituality External Web Site Policy

An information Guide for Health Care providers, hospital staff and administrators, chaplains, school administrators, funeral directors and others regarding ceremonies, rights and obligations.

*This resource was submitted by a Think Cultural Health visitor using our "Submit a Resource" feature.

Keywords:    Governance & Leadership | Governance, Leadership, and Workforce | Education & Training | Government | Health Literacy | Engagement, Continuous Improvement, and Accountability | Patients & Consumers | Policy | Quality Improvement |

Advancing Effective Communication, Cultural Competency, and Patient/Family-Centered Care for LGBT Community External Web Site Policy

This new field guide from The Joint Commission urges U.S. hospitals to create a more welcoming, safe and inclusive environment that contributes to improved health care quality for lesbian, gay, bisexual, and transgender (LGBT) patients and their families. The guide, Advancing Effective Communication, Cultural Competence, and Patient-and Family-Centered Care for the Lesbian, Gay, Bisexual and Transgender (LGBT) Community: A Field Guide, was developed with support from The California Endowment.

*This resource was submitted by a Think Cultural Health visitor using our "Submit a Resource" feature.

Keywords:    Governance & Leadership | Communication | Governance, Leadership, and Workforce | Disparities | Education & Training | Engagement, Continuous Improvement, and Accountability | Patients & Consumers | Policy | Population-Based | Public Health | Quality Improvement | Research | Tools |

Content area 4. Develop workforce. In Improving communication, improving care: How health care organizations can ensure effective, patient-centered communication with people from diverse populations External Web Site Policy

American Medical Association. (2006). Content area 4. Develop workforce. In Improving communication, improving care: How health care organizations can ensure effective, patient-centered communication with people from diverse populations (pp. 47-54). Retrieved from http://www.ama-assn.org/resources/doc/ethics/pcc-consensus-report.pdf

Discusses strategies for the recruitment, training, and retention of a workforce reflective of the diversity of the populations served and able to communicate health care information and elicit information from individuals in a way that is understandable, accessible, and sensitive to individual needs, beliefs, and preferences. Discusses limitations and barriers to workforce development, organizational performance expectations, and plans for assessment and offers examples and strategies for implementation.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Governance, Leadership, and Workforce | Quality Improvement | Tools | Education & Training |

Content area 5a. Socio-cultural context. In Improving communication, improving care: How health care organizations can ensure effective, patient-centered communication with people from diverse populations External Web Site Policy

American Medical Association. (2006). Content area 5a. Socio-cultural context. In Improving communication, improving care: How health care organizations can ensure effective, patient-centered communication with people from diverse populations (pp. 61-65). Retrieved from http://www.ama-assn.org/resources/doc/ethics/pcc-consensus-report.pdf

Discusses the influence of socio-cultural factors (for example, how people view the causes of illness) on communication in health care settings and the value of workforce training programs in fostering an environment in which comfortable and effective communication can take place between staff and community members from diverse socio-cultural backgrounds. Some examples are given. Potential barriers, performance expectations, and implementation strategies are discussed in turn.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Tools | Education & Training |

The role and relationship of cultural competence and patient-centeredness in health care quality External Web Site Policy

Beach, M. C., Saha, S., & Cooper, L. A. (2006). The role and relationship of cultural competence and patient-centeredness in health care quality. Retrieved from The Commonwealth Fund website: http://www.commonwealthfund.org/~/media/Files/Publications/Fund%20Report/2006/Oct/The%20Role%20and%20Relationship%20of%20Cultural%20Competence%20and%20Patient%20Centeredness%20in%20Health%20Care%20Quality/Beach_rolerelationshipcultcomppatient%20cent_960%20pdf.pdf

The authors explore the evolution of the concepts of patient centeredness and cultural competence. They note that early models focused on patient-provider interaction at the personal level, while more recent models tend to consider how patients are treated by the health care system as a whole. Although the models grow from separate traditions, the authors find that many of the core features of patient centeredness and cultural competence are the same and that each approach "holds promise for improving the quality of health care for individual patients, communities, and populations."

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement |

Multicultural health care: A quality improvement guide External Web Site Policy

Briefer French, J., Schiff, D., Han, E., & Weinick, R. (2008). Multicultural health care: A quality improvement guide. Retrieved from National Committee for Quality Assurance website: http://www.ncqa.org/Portals/0/HEDISQM/CLAS/CLAS_toolkit.pdf

This guide may serve as a resource for those endeavoring to improve culturally and linguistically appropriate services and to reduce health care disparities. Broadly, the guide covers assessment, planning, implementation, and evaluation. Examples are given from a variety of settings.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Tools |

Building quality & equitable health care systems External Web Site Policy

California Pan-Ethnic Health Network. (2010). Building quality & equitable health care systems. (Conference report). Retrieved from http://www.cpehn.org/pdfs/Building%20Quality%20and%20Equitable%20Health%20Care%20Systems%2010-10.pdf

A report of the proceedings of a conference held June 7-9, 2010. Topics of discussion included language access; cultural competency; reduction of health disparities; the collection and use of race, ethnicity, and language data; workforce diversity and workforce development; patient centeredness; and community engagement.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Public Health |

Patient-centered care: Improvement guide External Web Site Policy

Frampton, S., Guastello, S., Brady, C., Hale, M., Smith, S. B., & Stone, S. (n.d.). Patient-centered care: Improvement guide. Retrieved from http://www.patient-centeredcare.org/index.html

This online guide offers more than 150 specific practices (in areas such as spirituality, integrative medicine, care for the caregiver, and environment of care) intended to meet the needs of patients, families, and staff. Also included are a self-assessment tool, implementation tools, discussion of data and technology use in relation to patient centeredness, and an appendix that draws connections between patient-centered practices and the domains of the Hospital Consumer Assessment of Health Plans Survey.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Patients & Consumers | Tools |

Future directions for the national healthcare quality and disparities reports External Web Site Policy

Institute of Medicine, Committee on Future Directions for the National Healthcare Quality and Disparities Reports. (2010). Future directions for the national healthcare quality and disparities reports. Retrieved from http://www.ahrq.gov/research/iomqrdrreport/iomqrdrreport.pdf

Responding to findings that geographic, racial, and socio-economic disparities in health care often persist even when overall quality of care improves, the Agency for Healthcare Research and Quality asked the Institute of Medicine for guidance in improving the National Healthcare Quality Reports and the National Healthcare Disparities reports in ways that would make them more influential in promoting desired changes. The IOM recommended a set of eight priority areas for national health care improvement. These areas include access and patient and family engagement.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Quality Improvement | Government |

Disparities Dashboard External Web Site Policy

Massachusetts General Hospital, Committee on Racial and Ethnic Disparities. (n.d.) Disparities Dashboard. In Massachusetts General Hospital, Committee on Racial and Ethnic Disparities. Subcommittees. Retrieved from http://www.mghdisparities.org/sub_quality.html

The Racial and Ethnic Disparities Dashboard is an internal Massachusetts General Hospital report on key quality indicators, stratified by race and ethnicity. This portion of the subcommittees (of the Committee on Racial and Ethnic Disparities) page outlines the structure of the dashboard.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Quality Improvement | Research |

The National Health Plan Collaborative toolkit External Web Site Policy

National Health Plan Collaborative. (2008). The National Health Plan Collaborative toolkit. Retrieved from Robert Wood Johnson Foundation website: http://www.rwjf.org/qualityequality/product.jsp?id=33960

This toolkit of resources, lessons, best practices, and case studies, drawn from the efforts of the National Health Plan Collaborative (11 health insurance plans in partnership with private and public sector organizations), is offered as a means toward the improvement of health care quality for racial and ethnic minority populations. Included are videos and sample tools, forms, policies, and resources for implementation.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Public Health | Tools |

Improving patient safety through informed consent for patients with limited health literacy External Web Site Policy

National Quality Forum. (2005). Improving patient safety through informed consent for patients with limited health literacy. Retrieved from http://www.qualityforum.org/Publications/2005/09/Improving_Patient_Safety_Through_Informed_Consent_for_Patients_with_Limited_Health_Literacy.aspx

The foreword to this report notes that informed consent is "an essential component" in addressing health care disparities. The report synthesizes lessons learned by providers who adopted the National Quality Forum's Safe Practice 10. Barriers to implementation are discussed and potential solutions offered, key findings noted, and recommendations made. Appendices contain a number of case studies.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Health Literacy | Quality Improvement | Patients & Consumers | Research |

Quality improvement plan template

New York State Office of Mental Health Office of Quality Management. (2011). Quality improvement plan template. Retrieved from http://omh.ny.gov/omhweb/cqi/plan_template.html

The template covers such areas as leadership and organization, goals and objectives, performance measurement, identification of quality improvement initiatives, and evaluation. An appendix of quality improvement tools is included.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Government | Governance & Leadership | Tools |

CLAS Standards implementation tips External Web Site Policy

QSource, Underserved Quality Improvement Organization Support Center. (2005). CLAS Standards implementation tips. Retrieved from http://www.qsource.org/uqiosc/CLAS%20Standards%20Strategies%5B7AUG-2005%5D.pdf

This concise document, addressed to health care organizations, provides implementation strategies and suggested steps toward achievement of provider adherence to the original 14 CLAS Standards.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Public Health | Tools |

Cultural responsiveness framework: Guidelines for Victorian health services External Web Site Policy

State Government of Victoria, Australia, Department of Health, Rural and Regional Health and Aged Care Services. (2009). Cultural responsiveness framework: Guidelines for Victorian health services. Retrieved from http://www.health.vic.gov.au/__data/assets/pdf_file/0008/381068/cultural_responsiveness.pdf

The framework is based on four key domains of quality and safety - organizational effectiveness, risk management, consumer participation, and an effective workforce - and six standards for cultural responsiveness. The latter include such items as an organizationwide approach; the use of accredited interpreters; consideration of cultural practices concerning diet, spirituality, and family; and professional development opportunities for staff.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Government | Tools |

Developing quality of care measures for people with disabilities: Summary of expert meeting

U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality. (2010). Developing quality of care measures for people with disabilities: Summary of expert meeting (AHRQ Publication No. 10-0103). Retrieved from http://www.ahrq.gov/populations/devqmdis/devqmdis.pdf

This is the summary of a one-day meeting held to develop priorities to guide research on the measurement of quality of care for persons with disabilities. The resulting research agenda is included in this document.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Government |

Coordinating care for adults with complex care needs in the patient-centered medical home: Challenges and solutions

U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality. (2012). Coordinating care for adults with complex care needs in the patient-centered medical home: Challenges and solutions (AHRQ Publication No. 12-0010). Retrieved from http://pcmh.ahrq.gov/portal/server.pt/community/pcmh__home/1483/pcmh_tools___resources_coordinated_care_v2

This white paper offers information that may be useful to primary care practices that have patients with complex needs. Chapter topics include a discussion of how the patient-centered medical home could improve the care of such patients, barriers, essential elements of care coordination, and strategies.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Quality Improvement | Government |

Hospitals, language, and culture: A snapshot of the nation External Web Site Policy

Wilson-Stronks, A., & Galvez, E. (2007). Hospitals, language, and culture: A snapshot of the nation. Retrieved from The Joint Commission website: http://www.jointcommission.org/assets/1/6/hlc_paper.pdf

In this study of 60 hospitals from across the United States, the authors seek to determine the challenges facing hospitals providing services to culturally and linguistically diverse populations, how hospitals are addressing these challenges, and whether promising practices have emerged that could be used by others. Site visits and interviews focused on six research domains: leadership, quality improvement and data use, workforce, patient safety and provision of care, language services, and community engagement. Recommendations and observations are offered for each domain.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Engagement, Continuous Improvement, and Accountability | Quality Improvement | Governance & Leadership | Research |

Improving quality and achieving equity: A guide for hospital leaders External Web Site Policy

Betancourt, J., Green, A., & King, R. (2008). Improving quality and achieving equity: A guide for hospital leaders. Retrieved from Massachusetts General Hospital, The Disparities Solutions Center website: http://www2.massgeneral.org/disparitiessolutions/z_files/disparities%20leadership%20guide_final.pdf

This guide reviews the evidence for racial and ethnic disparities in health care; discusses means to address them, focusing on quality, cost, risk management, and accreditation; examines model practices; and recommends a set of activities and resources for leaders in all types of hospitals and for others within hospitals who wish to make a case for addressing disparities. It includes a review of the relevant literature, case studies of innovative approaches, and interviews with hospital leaders.

Keywords:    Governance, Leadership, and Workforce | Disparities | Quality Improvement | Governance & Leadership | Public Health |

Does cultural competency training of health professionals improve patient outcomes? A systematic review and proposed algorithm for future research

Lie, D. A., Lee-Rey, E., Gomez, A., Bereknyei, S., & Braddock, C. H., 3rd. (2011). Does cultural competency training of health professionals improve patient outcomes? A systematic review and proposed algorithm for future research. Journal of General Internal Medicine, 26(3), 317-325. doi:10.1007/s11606-010-1529-0

The authors conducted an extensive literature search for studies linking cultural competency training of health professionals to clinical outcomes. Of the few studies found, the "quality was low to moderate with none of high quality; most studies did not adequately control for potentially confounding variables." The authors propose an algorithm to be used in the design and evaluation of curricula that "examine patient outcomes as specific endpoints."

Keywords:    Governance, Leadership, and Workforce | Quality Improvement | Public Health |

The provider's guide to quality & culture External Web Site Policy

Management Sciences for Health. (n.d.). The provider's guide to quality & culture. Retrieved from http://erc.msh.org/mainpage.cfm?file=1.0.htm&module=provider&language=English

This website is devoted to fostering culturally competent health care services for ethnically diverse populations. Features include a short quality and culture quiz; audio clips of practitioners describing their experiences; statistics; references and book excerpts; guidelines for managed care plans; and information and advice on patient-provider interactions, patient adherence, nonverbal communication, health disparities, and common health problems of selected minority groups.

Keywords:    Governance, Leadership, and Workforce | Engagement, Continuous Improvement, and Accountability | Quality Improvement |

Cultural competency training and performance reports to improve diabetes care for black patients: A cluster randomized, controlled trial External Web Site Policy

Sequist, T. D., Fitzmaurice, G. M., Marshall, R., Shaykevich, S., Marston, A., Safran, D. G., & Ayanian, J. Z. (2010). Cultural competency training and performance reports to improve diabetes care for black patients: A cluster randomized, controlled trial. Annals of Internal Medicine, 152(1), 40-46.

The authors evaluated the effect of cultural competency training and performance feedback for 124 primary care physicians treating a population of approximately 7,500 diabetic patients. They find that physician awareness of racial disparities in diabetes care increased but that, overall, clinical outcomes did not improve.

Keywords:    Governance, Leadership, and Workforce | Quality Improvement | Disease-Based | Population-Based | Profession-Based | Public Health |

Integrating literacy, culture, and language to improve health care quality for diverse populations

Andrulis, D. P., & Brach, C. (2007). Integrating literacy, culture, and language to improve health care quality for diverse populations. American Journal of Health Behavior, 31, S122-S133. Retrieved from http://www.cpehn.org/pdfs/Integrating%20Literace%20Paper%20-%20Andrulis.pdf

This article discusses the importance of an integrated approach by providers and organizations to address literacy, culture and language. The authors find that strategies aimed at improving health literacy are very often distinct from those addressing cultural and linguistic diversity. They assert that this lack of integration results in health care that is unresponsive to the needs of some vulnerable groups.

Keywords:    Communication and Language Assistance | Health Literacy | Quality Improvement | Public Health |

Crossing the language chasm External Web Site Policy

Brach, C., Fraser, I., & Perez, K. (2005). Crossing the language chasm. Health Affairs, 24(2), 424-434. doi:10.1377/hlthaff.24.2.424

The authors review evidence for a link between linguistic competence and the quality of health care delivered. Language assistance strategies are discussed. The authors also examine the experiences, in regard to linguistic competence, of 14 health plans and draw conclusions as to how the availability and quality of interpreter services might be improved.

Keywords:    Communication and Language Assistance | Quality Improvement |

Health literacy: the road to improved health outcomes External Web Site Policy

Ferguson, L. A., & Pawlak, R. (2011). Health literacy: the road to improved health outcomes. Journal for Nurse Practitioners, 7(2), 123-129. doi:10.1016/j.nurpra.2010.11.020

The authors note that people's behavior and decisions are affected by their levels of health literacy, with low health literacy leading to poor health outcomes. They review research on health literacy and discuss ways in which it might be improved.

Keywords:    Communication and Language Assistance | Health Literacy | Quality Improvement |

Addressing language access issues in your practice: A toolkit for physicians and their staff members External Web Site Policy

Roat, C. E. (2005). Addressing language access issues in your practice: A toolkit for physicians and their staff members. Retrieved from The California Endowment website: www.calendow.org/uploadedFiles/language_access_issues.pdf

This guide presents a systems approach to the redesign of physician office practices to maximize the quality of care provided for patients with limited English proficiency. It encourages small steps toward the goal of a complete language access system. Among the many topics discussed are the tracking of language preferences, the pros and cons of various language assistance options, working with on-site or remote interpreters, and identifying the right mix of services for a particular office and patient population.

Keywords:    Communication and Language Assistance | Quality Improvement | Profession-Based |

Advancing effective communication, cultural competence, and patient- and family-centered care: A roadmap for hospitals External Web Site Policy

The Joint Commission. (2010). Advancing effective communication, cultural competence, and patient- and family-centered care: A roadmap for hospitals. Retrieved from http://www.jointcommission.org/assets/1/6/ARoadmapforHospitalsfinalversion727.pdf

This monograph from the Joint Commission is intended to help hospitals to make effective communication, cultural competence, and patient- and family-centered care part of their daily operations. The chapters present issues and examples related to admission, patient assessment, treatment, end-of-life care, discharge and transfer, and organizational readiness. The various appendices contain a checklist of practices designed to improve communication, cultural competence, and patient- and family-centered care; Joint Commission requirements; laws and regulations; and a guide to relevant resources.

Keywords:    Communication and Language Assistance | Governance & Leadership | Quality Improvement | Tools | Clinical & Mental Health | Public Health |

Participatory program evaluation manual: Involving program stakeholders in the evaluation process External Web Site Policy

Aubel, J. (1999). Participatory program evaluation manual: Involving program stakeholders in the evaluation process. Retrieved from http://www.idrc.ca/uploads/user-S/10504133390Participatory_Program_Evaluation_Manual.pdf

Program stakeholders are individuals with a stake in the evaluation's outcome. They will be the ones who will make decisions or use information resulting from the evaluation. In a participatory approach, an evaluation coordinator will need to decide who the stakeholders are and how they should be represented and to work with them to define objectives and methodology, to collect information, and to develop conclusions and recommendations. The underlying assumptions are that "the evaluation will be better if the results reflect ... the subjective perspective of program implementers" as well as objective measures; that the stakeholders' involvement will help to ensure that appropriate issues are addressed; and that it will give them "a sense of ownership" of the results.

Keywords:    Engagement, Continuous Improvement, and Accountability | Public Health | Quality Improvement |

An evaluation framework for community health programs

Baker, Q. E., Davis, D. A., Gallerani, R., Sanchez, V., Viadro, C., & The Center for the Advancement of Community Based Public Health. (2000). An evaluation framework for community health programs. Retrieved from http://www.doh.state.fl.us/COMPASS/documents/Community_Health_Programs_Eval.pdf

This document outlines an evaluation framework in which communities are seen as full partners and stakeholders in the process. The material is organized around six steps of program evaluation: (1) engage stakeholders, (2) describe the program, (3) focus the evaluation design, (4) gather and analyze evidence, (5) justify conclusions, and (6) ensure use and share lessons learned.

Keywords:    Engagement, Continuous Improvement, and Accountability | Public Health | Quality Improvement |

Healthy people toolkit 2010: A field guide to health planning External Web Site Policy

Baker, S., Conrad, D., Bechamps, M., & Barry M. (2002). Healthy people toolkit 2010: A field guide to health planning. Retrieved from Public Health Foundation website: http://www.phf.org/resourcestools/Documents/HP2010Toolkit2002.pdf

This publication offers guidance, technical tools, and resources to help states, territories, and tribes develop and promote Healthy People 2010 plans. It could also serve as a resource for communities and other entities planning similar endeavors. It is built around seven "action areas" found to be the most common elements in health planning and improvement efforts: leadership and structure, resources, community partners, priorities and objectives, measurement, management, and communication.

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Governance & Leadership | Public Health |

Strategies for improving minority healthcare quality

This outdated information has been archived and is available for reference purposes only. To access the archived document, please go to: http://archive.ahrq.gov/clinic/epcarch.htm. Beach, M. C., Cooper, L. A., Robinson, K. A., Price, E. G., Gary, T. L., Jenckes, M. W., ... Powe, N. R. (2004). Strategies for improving minority healthcare quality (Publication No. 04-E008-02). Retrieved from Agency for Healthcare Research and Quality website: http://www.ahrq.gov/downloads/pub/evidence/pdf/minqual/minqual.pdf

The authors analyzed articles, found during an extensive literature search, on initiatives intended to improve minority health care and targeting health care providers or organizations. Most of the studies targeted physicians and most concerned aspects of prevention. There seems to be excellent evidence that reminder systems improve care and fair evidence that screening services directed to minority patients can improve care. There is excellent evidence that educational interventions targeting providers improve provider knowledge and patient satisfaction, but evidence of their effects on health outcome was only fair due to lack of consistency in methodology and measurement among the original studies.

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Government | Public Health |

Principles of community engagement

Clinical and Translational Science Awards Consortium, Community Engagement Key Function Committee Task Force on the Principles of Community Engagement. (2011). Principles of community engagement (2nd ed.) (NIH publication no. 11-7782). Retrieved from http://www.atsdr.cdc.gov/communityengagement/pdf/PCE_Report_508_FINAL.pdf

This primer contains a review of concepts, models, and frameworks from the literature on community engagement; nine principles of community engagement that are grounded in that literature; case examples from the literature; a discussion of the practical management of organizational support; challenges to be faced in improving research in the field; the value of social networking; and program evaluation.

Keywords:    Engagement, Continuous Improvement, and Accountability | Public Health | Quality Improvement |

Assuring healthcare quality: A healthcare equity blueprint External Web Site Policy

Cummings, L. C., Bennett, B. A., Boutwell, A. E., & Martinez, E. L. (2008). Assuring healthcare quality: A healthcare equity blueprint. Retrieved from http://www2.massgeneral.org/disparitiessolutions/z_files/Assuring%20Health%20Care%20Quality_Equity%20Blueprint.pdf

This work offers strategies hospitals might follow in designing and implementing interventions to address racial and ethnic disparities. Topics include community partnerships; governance and leadership; and evidence-based, culturally and linguistically appropriate care. Tools, guidance, and resources are also included on measurement and data collection.

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Governance & Leadership | Public Health |

The Drucker Foundation self-assessment tool: Participant workbook External Web Site Policy

Drucker, P. (1998). The Drucker Foundation self-assessment tool: Participant workbook. Hoboken, NJ: Jossey-Bass, Inc.

This workbook is a tool and step-by-step guide for a self-assessment process in nonprofit organizations with a social mission.

Keywords:    Engagement, Continuous Improvement, and Accountability | Tools | Quality Improvement |

Healthcare disparities at the crossroads with healthcare reform External Web Site Policy

Fiscella, K. (2011). Eliminating disparities in health care through quality improvement. In R. A. Williams (Ed.), Healthcare disparities at the crossroads with healthcare reform (pp. 231-267). New York, NY: Springer.

Keywords:    Engagement, Continuous Improvement, and Accountability | Disparities | Quality Improvement | Public Health |

Obtaining data on patient race, ethnicity, and primary language in health care organizations: Current challenges and proposed solutions

Hasnain-Wynia, R., & Baker, D. W. (2006). Obtaining data on patient race, ethnicity, and primary language in health care organizations: Current challenges and proposed solutions. Health Services Research, 41, 1501-1518. doi:10.1111/j.1475-6773.2006.00552.x

The authors note the fragmentary nature of the data collected by health care organizations on patient race, ethnicity, and language and argue that a commitment to the systematic collection of such data would enhance the ability of health care organizations to monitor processes and outcomes for various groups, direct quality improvement efforts more efficiently and effectively, and provide patient-centered care.

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Public Health |

Hospital language services: Quality improvement and performance measures External Web Site Policy

Regenstein, M., Huang, J., West, C., Mead, H., Trott, J., & Stegun, M. (2008). Hospital language services: Quality improvement and performance measures. Retrieved from http://www.ncbi.nlm.nih.gov/books/NBK43719/pdf/advances-regenstein_54.pdf

Hospitals belonging to the Speaking Together collaborative have developed and implemented performance measures for the delivery of language services. These hospitals "are poised to set benchmarks for hundreds of other hospitals that are struggling with the challenges of providing high-quality language services." The authors note that, for the first time, "hospitals are gathering information to estimate true demand for language services and to determine whether they are effectively meeting that demand."

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Communication and Language Assistance |

Benchmarking patient complaints data across Ontario hospitals: University Health Network invites collaboration External Web Site Policy

Rogers, S., & Vilhena, B. (2005). Benchmarking patient complaints data across Ontario hospitals: University Health Network invites collaboration [Online case study]. Healthcare Quarterly. Retrieved from http://www.longwoods.com/product/download/code/17728

The authors observe that it is increasingly common for hospitals to designate some individuals to serve as "complaints departments" to respond to patient concerns and that many hospital improvements result from this source of information. While acknowledging the difficulties in the establishment of a scientifically rigorous methodology for comparing interhospital complaints data, they suggest that the time is ripe for provincewide benchmarking efforts.

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Patients & Consumers | Public Health |

Assets-oriented community assessment

Sharpe, P. A., Greaney, M. L., Lee, P. R., & Royce, S. W. (2000). Assets-oriented community assessment. Public Health Reports, 115(2-3), 205-211. Retrieved from http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1308712/pdf/pubhealthrep00022-0103.pdf

The authors argue that, rather than a needs-based or problem-focused orientation to assessment, Healthy Communities initiatives are better served by an assets-oriented assessment approach.

Keywords:    Engagement, Continuous Improvement, and Accountability | Public Health | Quality Improvement |

Toward culturally competent evaluation in health and mental health External Web Site Policy

Snowden, L. R. (2003). Toward culturally competent evaluation in health and mental health. Retrieved from The California Endowment website: http://www.calendow.org/uploadedFiles/Publications/Evaluation/toward_culturally_competent_evaluation.pdf

The focus of this paper is on the application of culturally competent evaluation methods to the research in and evaluation of culturally competent care. The author outlines four "domains of focus" according to which cultural competence might be assessed and, for each, poses specific research questions that might arise within it. Examples are provided of culturally responsive methods evaluators could use to address these questions.

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Tools |

National Healthcare Quality & Disparities Reports: NHQRDRNet

U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality. (n.d.). National Healthcare Quality & Disparities Reports: NHQRDRNet. Retrieved from http://nhqrnet.ahrq.gov/nhqrdr/jsp/nhqrdr.jsp#snhere#snhere

NHQRDRNet is an online query system that allows access to data from the National Healthcare Quality Report and the National Healthcare Disparities Report. Information is available on the effectiveness of care in many areas, on patient safety, care coordination, access to care, various diseases and conditions, and types of care and care settings.

Keywords:    Engagement, Continuous Improvement, and Accountability | Disparities | Quality Improvement | Government |

Cultural competence works: Using cultural competence to improve the quality of health care for diverse populations and add value to managed care arrangements

U.S. Department of Health and Human Services, Health Resources and Services Administration. (2001). Cultural competence works: Using cultural competence to improve the quality of health care for diverse populations and add value to managed care arrangements. Retrieved from ftp://ftp.hrsa.gov/financeMC/cultural-competence.pdf

Cultural Competence Works was a nationwide competition for outstanding HRSA-funded programs that was intended to highlight the practices they employed to provide culturally competent care. The most successful programs tended to define culture broadly, value their clients' beliefs, recognize that effective interpretation requires more than a shared language, create and sustain a "learning loop" between providers and the community, engage the community to define needs, collaborate with other local agencies, establish specific hiring qualifications and training requirements, and institutionalize cultural competence at all levels of the organization.

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Government |

Mystery shopping gaining popularity in health care sector: The rise of consumer-directed care is one reason why physicians, hospitals and health plans are sending people incognito to learn how things are working External Web Site Policy

Vogt, K. (2006, September). Mystery shopping gaining popularity in health care sector: The rise of consumer-directed care is one reason why physicians, hospitals and health plans are sending people incognito to learn how things are working. American Medical News. Retrieved from http://www.ama-assn.org/amednews/2006/09/18/bise0918.htm

"Mystery shoppers" pose as customers to report on the quality of service a business's employees provide. While still under 2 percent of the $600 million industry total in 2004, revenues from health care organizations had doubled from the previous year.

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Profession-Based | Patients & Consumers |

Health care taps "mystery shoppers": To improve service, hospitals and doctors hire spies to pose as patients and report back External Web Site Policy

Wang, S. (2006, August 8). Health care taps "mystery shoppers": To improve service, hospitals and doctors hire spies to pose as patients and report back. Wall Street Journal. Retrieved from http://online.wsj.com/article/SB115499684792929340-search.html#articleTabs%3Darticle

Some health care facilities that use "mystery shoppers" report "improved estimates of wait times, better explanations of medical procedures, extended hours for hospital administration workers, escorts for patients who have gotten lost, and even less-stressful programming on the television in the waiting room." It is becoming more frequent that levels of patient satisfaction affects hospital executives' pay. The article also touches briefly on the issues of staff dissatisfaction and medical ethics in regard to the mystery patient trend.

Keywords:    Engagement, Continuous Improvement, and Accountability | Quality Improvement | Profession-Based | Patients & Consumers |

LGBT-TRISTAR External Web Site Policy

LGBT-TRISTAR is a government-funded technical assistance (TA) and training services division targeting providers of alcohol and other drug (AOD) prevention, treatment and recovery support services. We provide on-site and online technical assistance and training designed to equip administrators and staff to provide services that are more accessible and culturally responsive to Lesbian, Gay, Bisexual and Transgender (LGBT) individuals and families.

*This resource was submitted by a Think Cultural Health visitor using our "Submit a Resource" feature.

Keywords:    Governance & Leadership | Clinical & Mental Health | Governance, Leadership, and Workforce | Disparities | Communication and Language Assistance | Engagement, Continuous Improvement, and Accountability | Policy | Quality Improvement | Tools | Provide effective, equitable, understandable, and respectful quality care and services |