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CLAS Clearinghouse: Results for "Provide effective, equitable, understandable, and respectful quality care and services"



Unnatural causes: Is inequality making us sick? External Web Site Policy

Adelman, L. (Creator, Producer). (2008). Unnatural causes: Is inequality making us sick? [Documentary series]. United States: California Newsreel with Vital Pictures.

This seven-part series, originally aired on PBS, investigates such topics as how the distribution of power, wealth, and resources shapes opportunities for health; whether racism can affect birth outcomes; the decline in health of Latino immigrants with increased time in the United States; the connection of diabetes with empowerment and oppression in Native American communities; and the differential effects of layoffs on health in Sweden and the United States. An episode concerned with geographic influences on health is available with Lao, Hmong, Vietnamese, Mandarin, or Cantonese audio.

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

Consumer bill of rights and responsibilities: Report to the President of the United States

Advisory Commission on Consumer Protection and Quality in the Health Care Industry. (1997). Consumer bill of rights and responsibilities: Report to the President of the United States. Retrieved from http://www.opm.gov/insure/archive/health/cbrr.htm

The commission was appointed to advise President Bill Clinton and to recommend measures necessary to ensure quality of care and to protect consumers and workers in the health care system. The document details consumer rights in relation to information disclosure, choice of providers and plans, access to emergency services, participation in treatment decisions, respect and nondiscrimination, confidentiality of health information, and complaints and appeals. A final chapter deals with consumer responsibilities. An executive summary and discussions of goals and guiding principles are included.

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

Definition of intellectual disability External Web Site Policy

American Association on Intellectual and Developmental Disabilities. (n.d.). Definition of intellectual disability. Retrieved from http://www.aaidd.org/content_100.cfm?navID=21

Intellectual disability is characterized by significant limitations in reasoning, learning, and problem solving and in adaptive behavior, such as language, literacy, and interpersonal and occupational skills. The AAIDD stresses that, in assessing intellectual disability, "professionals must take additional factors into account, such as the community environment typical of the individual's peers and culture. Professionals should also consider linguistic diversity and cultural differences in the way people communicate, move, and behave."

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

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 |

Navigating the US health care system: A video guide for immigrant and diverse patient populations External Web Site Policy

Bobal, A. M., Brown, H. L., Hartman, T. L., Magee, M., & Schmidt, C. M. (2007). Navigating the US health care system: A video guide for immigrant and diverse patient populations. Journal of the Medical Library Association, 95(3), 286-289. doi:10.3163/1536-5050.95.3.286

Librarians at the McGoogan Library of Medicine at the University of Nebraska created and marketed a video to help recent immigrants navigate the American health care system. The video ("Following the Clues: A Visit to the Doctor and Library") targeted children, whom, it was believed, would share the information with their parents and to whom very basic information could be addressed without apparent condescension. The article describes the considerations and processes that went into the making of the video on a limited budget.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Government | Patients & Consumers | Education & Training |

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 |

DeafMD.org External Web Site Policy

DeafMD.org. (2012). Retrieved from http://www.deafmd.org

This website provides health information in American Sign Language for the deaf and hard-of-hearing population. The site contains four sections: diseases and illnesses, understanding tests, news, and finding a deaf-friendly doctor.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Population-Based |

DiversityRx External Web Site Policy

DiversityRx. (2012). Retrieved from http://www.diversityrx.org/

The website is a resource center for anyone with an interest in cross-cultural health issues. Links are provided to events, webinars, blogs, and a CLAS-Talk Listserv. Links are also available to information in topic areas such as organizational cultural competence, culturally competent care, training, language access, policy, and research.

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

EthnoMed External Web Site Policy

EthnoMed. (2012). Retrieved from http://ethnomed.org/

The EthnoMed website offers information on beliefs, medical issues, and topics relevant to the health care of immigrants from a wide variety of cultures. Clinical issues may be browsed by culture or by subject. Translated instructions are available for use by patients preparing for tests. Relevant journal articles are available in PDF format. Other topics include discussions of various religious practices as they relate to health care, information on working with interpreters, and patient education materials searchable by subject or language.

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

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 |

Caring for patients from different cultures: Case studies from American hospitals External Web Site Policy

Galanti, G. A. (2008). Caring for patients from different cultures: Case studies from American hospitals (4th ed.). Philadelphia, PA: University of Pennsylvania Press.

This updated text contains more than 200 case studies illustrating cross-cultural misunderstandings and offering insight into the meaning of culturally competent care. Topics covered include birth, end of life, traditional medicine, mental health, pain, religion, and staff issues. The author is a noted medical anthropologist.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Patients & Consumers | Research | Education & Training |

Healthcare for deaf and hard of hearing patients: Clinics and special services External Web Site Policy

Gallaudet University, Laurent Clerc National Deaf Education Center. (2008). Healthcare for deaf and hard of hearing patients: Clinics and special services. Retrieved from http://www.gallaudet.edu/Clerc_Center/Information_and_Resources/Info_to_Go/Educate_Children_%283_to_21%29/Social-Emotional_Development/Mental_Health_and_wellness/Healthcare_Delivery_for_DHoH_Patients_ClinicsSpec_Svcs.html

Here is a resource list directing users to various state, national, and international health care programs and initiatives specifically designed for deaf and hard-of-hearing persons. Contact information (e.g., email, TTY) and a short description are given for each.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Population-Based |

Healthy people 2010 companion document for lesbian, gay, bisexual and transgender (LGBT) health External Web Site Policy

Gay and Lesbian Medical Association. (2001). Healthy people 2010 companion document for lesbian, gay, bisexual and transgender (LGBT) health. Retrieved from http://www.nalgap.org/PDF/Resources/HP2010CDLGBTHealth.pdf

One stated purpose of this document is "to examine health care disparities and a lack of access to needed services related to sexual orientation or gender identity." Lifestyle issues, such as diet and sexual activity, are also considered. Other topics include educational and community-based programs, health communication, immunization, mental health, substance use and abuse, violence prevention, cancer, AIDS, and sexually transmitted diseases.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Population-Based |

Gay and Lesbian Medical Association External Web Site Policy

Gay and Lesbian Medical Association. (n.d.). Retrieved from http://www.glma.org/

The site includes resources for patients (e.g., find a provider) and providers (e.g., continuing medical education courses) and information about advocacy efforts, conferences, the Healthcare Equality Index, and the Lesbian Health Fund. Members receive a weekly LGBT Health Digest, action alerts, and access to the membership directory.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Population-Based | Patients & Consumers |

Mental health literacy: An impediment to the optimum treatment of major depression in the community External Web Site Policy

Goldney, R. D., Fisher, L. I., & Wilson, D. H. (2001). Mental health literacy: An impediment to the optimum treatment of major depression in the community. Journal of Affective Disorders, 64(2-3), 277-84.

The authors find that the public's general lack of knowledge and erroneous beliefs about mental disorders impede the recognition and management of major depression. The authors conclude that a need exists for greater effort in community education.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Health Literacy | Disease-Based | Research |

Health care delivery and deaf people: Practice, problems, and recommendations for change External Web Site Policy

Harmer, L. (1999). Health care delivery and deaf people: Practice, problems, and recommendations for change. Journal of Deaf Studies and Deaf Education, 4(2), 73-110. doi:10.1093/deafed/4.2.73

The author reviews socio-economic and legal issues, patients' "knowledge base, personal experiences, and understanding of health care relationships, ... the Deaf community's perspectives, providers' views about disability, communication between providers and deaf patients, ... barriers encountered in health care delivery," and the ethical implications of these factors. She concludes that deaf and hard-of-hearing individuals often receive "inadequate, inappropriate, and unethical health care."

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Population-Based | Policy | Patients & Consumers | Research |

Building a culturally competent organization: The quest for equity in health care External Web Site Policy

Health Research & Educational Trust, Institute for Diversity in Health Management (2011). Building a culturally competent organization: The quest for equity in health care. Retrieved from http://www.hret.org/quality/projects/resources/cultural-competency.pdf

Explores the concept of cultural competency in health care organizations as an essential means of reducing racial and ethnic disparities. Recommends the collection of data on race/ethnicity and language preference, the identification and reporting of disparities, community involvement, the development of culturally competent disease management programs, and an increase in the diversity of the workforce, including the creation of mentoring programs. Includes self-assessment checklists and case studies of high-performing hospitals.

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

Cultural and spiritual sensitivity: A learning module for health care professionals External Web Site Policy

HealthCare Chaplaincy. (2009). Cultural and spiritual sensitivity: A learning module for health care professionals. Retrieved from http://www.healthcarechaplaincy.org/userimages/A%20Dictionary%20of%20Patients'%20Spiritual%20%20Cultural%20Values%20for%20Health%20Care%20Professionals_%20July%202011.pdf

This self-learning module was developed to help the user address the issue of cultural and spiritual diversity, to develop a culturally and spiritually sensitive approach to the provision of health care, and to recognize appropriate interventions. A self-assessment tool is included to foster an understanding of how one's own cultural values and beliefs influence attitudes and behavior toward others. The point is made that differences, per se, have little to do with questions of right and wrong. A cultural and spiritual sensitivity posttest is provided.

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

A dictionary of patients' spiritual & cultural values for health care professionals External Web Site Policy

HealthCare Chaplaincy. (2011). A dictionary of patients' spiritual & cultural values for health care professionals. Retrieved from http://www.healthcarechaplaincy.org/userimages/doc/A-Dictionary-of-Patients'-Spiritual-Cultural-Values-for-Health-Care-Professionals.pdf

The first part of the book offers a concise overview of a number of major world religions. For each, defining beliefs, rituals, and daily practices are itemized. Beliefs and restrictions concerning food and medical practices are given. The second part treats culture in a similar manner. African-American, Hispanic-American, Native American, Caribbean, Middle Eastern, and South and East Asian cultures are detailed according to numerous characteristics, including many relating to health and health care.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Population-Based | Patients & Consumers | Tools | Education & Training |

Hearing Loss Association of America External Web Site Policy

Hearing Loss Association of America. (2012). Retrieved from http://www.hearingloss.org/

Information is available here on a wide variety of subjects related to hearing loss, such as hearing-assistive technology, financial assistance for hearing aids, webinars, advocacy efforts, and courses. An employment toolkit is available for job seekers with hearing loss. One may search for audiologists; ears, nose, and throat physicians; or instrument specialists. There are resources for parents, a young adults social network, and chat rooms.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Population-Based |

Health literacy and emergency department outcomes: A systematic review

Herndon, J., Chaney, M., & Carden, D. (2011). Health literacy and emergency department outcomes: A systematic review. Annals of Emergency Medicine, 57(4), 334-345. doi:10.1016/j.annemergmed.2010.08.035

The authors assess, through a systematic review of the literature, the relationship among the health literacy levels of emergency department patients, the readability of patient materials, and emergency department outcomes.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Health Literacy | Profession-Based | Research |

Institute for Patient- and Family-Centered Care External Web Site Policy

Institute for Patient- and Family-Centered Care. (2012). Retrieved from http://www.ipfcc.org

The Institute for Patient- and Family-Centered Care is an information resource center for facility designers, clinicians, educators, organizational leaders, patient and family advisers, and researchers interested in advancing the practice of patient- and family-centered care. The institute provides consultation, staff development, and technical assistance to hospitals, clinical practices, architectural firms, community organizations, academic institutions, and federal and state agencies. Assessment tools are available for specific hospital units. Print and video guides are available for a variety of fields of practice.

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

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 |

Unequal treatment: Confronting racial and ethnic disparities in health care External Web Site Policy

Institute of Medicine, Committee on Understanding and Eliminating Racial and Ethnic Disparities in Health Care, Board on Health Sciences Policy. (2003). B. D. Smedley, A. Y. Stith, & A. R. Nelson (Eds.). Unequal treatment: Confronting racial and ethnic disparities in health care. Retrieved from http://www.nap.edu/openbook.php?record_id=10260&page=R1

This book explores how racial and ethnic minorities experience the health care environment, how treatment disparities can arise in health care systems, and how aspects of the clinical interaction could contribute to disparity. Attitudes, expectations, and behavior - of patients and providers alike - are examined. Based on their findings, the committee makes a number of recommendations for legal, regulatory, and policy changes; health systems interventions; patient and cross-cultural education efforts; data collection and monitoring; and research.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Policy | Public Health | Research |

National interpreter advocacy forum External Web Site Policy

International Medical Interpreters Association. (2012). National interpreter advocacy forum. Retrieved from http://www.imiaweb.org/advocacy/NatIntAdvForum.asp

The National Interpreter Advocacy Forum is a coalition of organizations and individuals engaged in the promotion of equitable treatment for language-minority individuals and the establishment of national credentialing standards for interpreters.

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

International Society for Urban Health External Web Site Policy

International Society for Urban Health. (2005). Retrieved from http://www.isuh.org/

The society is devoted to "the study of disease in urban areas and the effects of urbanization on health." Links are provided to conferences, resources, and the Journal of Urban Health.

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

Diversity and inclusion 2020 External Web Site Policy

Johns Hopkins Medicine. (n.d.). Diversity and inclusion 2020. Retrieved from http://www.hopkinsmedicine.org/bin/s/x/diversity_and_inclusion.pdf

This brief document outlines Johns Hopkins Medicine's plans to create an inclusive environment for all employees, patients, and the communities from which those patients are drawn. Specific goals are listed, with rationales and suggested measures of progress.

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

Diversity and inclusion at Johns Hopkins: Commitment, passion, engagement External Web Site Policy

Johns Hopkins Medicine. (n.d.). Diversity and inclusion at Johns Hopkins: Commitment, passion, engagement. Retrieved from http://www.hopkinsmedicine.org/diversity/index.html

This site provides a wide variety of information on Johns Hopkins' Diversity and Inclusion Initiative. Included are an overview of the program, detail on the strategic plan, personal stories, videos, and charts showing the relative ethnicity of faculty (divided by academic rank), students, and the patient community.

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

Johns Hopkins Urban Health Institute External Web Site Policy

Johns Hopkins University. (2012). Johns Hopkins Urban Health Institute. Retrieved from http://urbanhealth.jhu.edu/

Johns Hopkins' Urban Health Institute is, according to its website, "the starting point for forging true University and community partnerships in health care, education and community planning, with all partners working to change the trajectory for the children, youth and families of East Baltimore." Included on the site are a community services locator, local statistical data, news of university-community collaborative projects, the university-sponsored Henrietta Lacks Award to local community organizations, a newsletter archive, news of upcoming events, videos of symposia, a Listserv, and an invitation to citizens to submit notice of upcoming local events.

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

Journal of Multicultural Counseling and Development External Web Site Policy

Journal of Multicultural Counseling and Development. (n.d.). Retrieved from http://www.jmcdonline.org/

The Journal of Multicultural Counseling and Development is a quarterly publication for members of the Association for Multicultural Counseling and Development. The journal contains research, theory, and program applications relating to racial, ethnic, cultural, and linguistic concerns.

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

Journal of Religion and Health External Web Site Policy

Journal of Religion and Health. (n.d.). Retrieved from http://www.springer.com/public+health/journal/10943

This peer-reviewed journal publishes original research (statistical, clinical, or theoretical) from scholars and professionals of all faiths on the relationship of religion and spirituality to physical and mental health.

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

Patients and healers in the context of culture: An exploration of the borderland between anthropology, medicine, and psychiatry

Kleinman, A. (1981). Patients and healers in the context of culture: An exploration of the borderland between anthropology, medicine, and psychiatry. Berkeley, CA: University of California Press.

The author, a medical anthropologist, observes and compares the clinical interviews of medical practitioners from various cultures and traditions. The importance is stressed of making one's clinical interpretations within the proper cultural framework.

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

Planning health promotion and disease prevention programs in multicultural populations External Web Site Policy

Kline, M. V. (1999). Planning health promotion and disease prevention programs in multicultural populations. In R. M. Huff & M. V. Kline (Eds.), Promoting health in multicultural populations: A handbook for practitioners (pp. 73-102). Thousand Oaks, CA: SAGE Publications, Inc.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disease-Based | Public Health |

Teaching culturally effective diabetes care: Results of a randomized controlled trial External Web Site Policy

Kutob, R. M., Senf, J. H., & Harris, J. M. (2009). Teaching culturally effective diabetes care: Results of a randomized controlled trial. Family Medicine, 41(3), 167-174. Retrieved from http://www.stfm.org/fmhub/fm2009/March/Randa167.pdf

The authors developed an Internet-based course on cultural competence and tested it on a national sample of 122 family medicine residents. They conclude that "a skills-based course on cultural competence, delivered via the Internet, is an effective educational strategy," with "potential for dissemination of standardized content."

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disease-Based | Research | Education & Training |

Lighthouse International External Web Site Policy

Lighthouse International. (n.d.). Retrieved from http://www.lighthouse.org

Lighthouse International offers services for those who are at risk for, or who are experiencing, vision loss. Links are available for early intervention services, low-vision exams, vision rehabilitation training, occupational therapy, financial aid, social services, career services, youth services, continuing professional education, and a school of music.

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

Making CLAS happen: Six areas for action External Web Site Policy

Massachusetts Department of Public Health, Office of Health Equity. (2009). Making CLAS happen: Six areas for action. Retrieved from http://www.mass.gov/eohhs/provider/guidelines-resources/services-planning/workforce-development/health-equity/clas/making-clas-happen.html

The Massachusetts Department of Public Health identified challenges faced by public health professionals serving minority populations and developed this guide to the implementation of CLAS Standards throughout all aspects of an organization. The "six areas for action" are to (1) foster cultural competence, (2) build community partnerships, (3) collect and share diversity data, (4) benchmark, (5) reflect and respect diversity, and (6) ensure language access. Each chapter includes tools, resource lists, and case studies.

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

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 |

Impacting health disparities through community outreach: Utilizing the CLEAN look (culture, literacy, education, assessment, and networking)

Meade, C., Menard, J., Martinez, D., & Calvo, A. (2007). Impacting health disparities through community outreach: Utilizing the CLEAN look (culture, literacy, education, assessment, and networking). Cancer Control, 14(1), 70-77. Retrieved from http://www.moffitt.org/CCJRoot/v14n1/pdf/70.pdf

The authors discuss the importance of considering culture and literacy in the development of community outreach programs for medically underserved populations and describe the application of the CLEAN Look checklist in a breast cancer outreach effort aimed at Haitian-American women.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Disease-Based | Public Health | Research | Tools |

Rural Health Concerns

MedlinePlus. (2012). Rural Health Concerns. Retrieved from http://www.nlm.nih.gov/medlineplus/ruralhealthconcerns.html

Some health concerns may be unique to those living in rural areas. Others may be exacerbated by the difficulty of obtaining medical care. This website offers links to information on a wide variety of topics related to rural health. Some of the content is available in Spanish.

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

National Coalition for LGBT Health External Web Site Policy

National Coalition for LGBT Health. (n.d.). Retrieved from http://lgbthealth.webolutionary.com/

The coalition actively seeks the elimination of health disparities based on sexual orientation, gender, and gender identity and supports efforts to eliminate disparities based on race, ethnicity, education, income, disability, nationality, geographic location, and age.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Population-Based |

Implementing multicultural health care standards: Ideas and examples External Web Site Policy

National Committee for Quality Assurance. (2009). Implementing multicultural health care standards: Ideas and examples. Retrieved from http://www.ncqa.org/Portals/0/Publications/Implementing%20MHC%20Standards%20Ideas%20and%20Examples%2004%2029%2010.pdf

Five standards are outlined. Background information and examples of implementation are given for each. The standards concern (1) race/ethnicity and language data, (2) access and availability of language services, (3) practitioner network cultural responsiveness, (4) development of a culturally and linguistically appropriate services program, and (5) reduction of health care disparities.

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

Awards: Recognizing innovations in multicultural health care External Web Site Policy

National Committee for Quality Assurance. (2011). Awards: Recognizing innovations in multicultural health care. Retrieved from http://www.ncqa.org/tabid/453/Default.aspx

NCQA's Recognizing Innovation in Multicultural Health Care award program highlights the efforts of health plans to improve culturally and linguistically appropriate services and to address the needs of minority members. Topic areas include language access, cultural competence, clinical disparities reduction, community-driven programs or partnerships, culturally and linguistically appropriate patient education, cross-cultural health initiatives, quality and culture intersection, and culturally tailored disease management.

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

National Council on Interpreting in Health Care External Web Site Policy

National Council on Interpreting in Health Care. (2011). Retrieved from http://www.ncihc.org

This website provides links to NCIHC publications and training programs. Links are available to other relevant sites, such as state interpreter associations, educational programs, and sites discussing cultural competency or legal and regulatory issues. Member benefits include quarterly webinars, interpreter trainer mentorship programs, annual meetings, and access to a members' Listserv. The site offers a discussion of the history of the NCIHC's efforts toward the creation of a nationally recognized certification for health care interpreters. Interpreting in the mental health care environment is also specifically discussed.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Communication and Language Assistance | Policy |

National Health Law Program External Web Site Policy

National Health Law Program. (2010). Retrieved from http://www.healthlaw.org/

The National Health Law Program is a public interest law firm working to advance access to high-quality health care and to protect the legal rights of underserved and low-income individuals. The issues addressed include (broadly) Medicare and Medicaid, children's health, reproductive health, language access, health disparities, court access, government accountability, and health reform. The website offers links to publications, access to an advocacy Listserv, and news of NHeLP's activities.

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

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 |

National stakeholder strategy for achieving health equity

National Partnership for Action to End Health Disparities. (2011). National stakeholder strategy for achieving health equity. Retrieved from U.S. Department of Health and Human Services, Office of Minority Health website: http://www.minorityhealth.hhs.gov/npa/templates/content.aspx?lvl=1&lvlid=33&ID=286

This document offers a plan for eliminating health disparities through cooperative and strategic action. It is part of an effort to provide "visible and accountable federal leadership while also promoting collaborations among communities, states, tribes, the private sector and other stakeholders to more effectively reduce health disparities." It is an effort, also, to establish "a common set of goals and objectives" for the public and private sector organizations.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Government | Public Health |

Ask Me 3 External Web Site Policy

National Patient Safety Foundation. (n.d.). Ask Me 3. Retrieved from http://www.npsf.org/for-healthcare-professionals/programs/ask-me-3

Ask Me 3 is a patient education program designed to promote communication between health care providers and patients. Patients are encouraged to ask three questions and to be certain they understand the answers. What is my main problem? What do I need to do? Why is it important for me to do this? Documents are available for download, and brochures may be ordered in English and Spanish.

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

Implementing a national voluntary consensus standard for informed consent: A user's guide for healthcare professionals External Web Site Policy

National Quality Forum. (2005). Implementing a national voluntary consensus standard for informed consent: A user's guide for healthcare professionals. Retrieved from http://www.qualityforum.org/Publications/2005/09/Implementing_a_National_Voluntary_Consensus_Standard_for_Informed_Consent__A_User’s_Guide_for_Healthcare_Professionals.aspx

This brief guide addresses the problem that many patients do not understand basic information about their care and may be incompletely informed even when they appear to understand. The consequences may include malpractice suits, jeopardy of patient safety, and medical errors - as well as raising questions of ethics. The guide offers information and tools useful in implementing Safe Practice 10, a national standard for informed consent and one of 30 in the National Quality Forum's Safe Practices for Better Healthcare (see Theme 1).

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

A comprehensive framework and preferred practices for measuring and reporting cultural competency: A consensus report External Web Site Policy

National Quality Forum. (2009). A comprehensive framework and preferred practices for measuring and reporting cultural competency: A consensus report. Retrieved from http://www.cpehn.org/pdfs/Cultural%20Competency%20-%20NQF.pdf

This report provides a framework for the measurement and reporting of cultural competency and covers such issues as community engagement, communication, and workforce training. It also presents a set of 45 preferred practices to guide health care systems in providing patient-centered, culturally appropriate care. The framework and preferred practices "were vetted through NQF's Consensus Development Process, granting them special legal status as voluntary consensus standards."

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

National Rural Health Association External Web Site Policy

National Rural Health Association. (2012). Retrieved from http://www.ruralhealthweb.org/

The National Rural Health Association is a national nonprofit organization whose members include individuals and organizations who share a common interest in issues of rural health. The website's links include NRHA programs, conferences, and webinars; social media for networking; government affairs news; a federal appropriations tracker; and the Journal of Rural Health.

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

Rural Multiracial and Multicultural Health Conference External Web Site Policy

National Rural Health Association. (2012). Rural Multiracial and Multicultural Health Conference. http://www.ruralhealthweb.org/go/events/rural-multiracial-and-multicultural-health-conference

This annual conference is one of a few meetings in the nation with a focus on rural multiracial and multicultural health. The conference has been designed for people dedicated to bringing high-quality care and services to the underserved portion of the rural population.

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

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 |

Cultural safety in nursing: The New Zealand experience External Web Site Policy

Papps, E., & Ramsden, I. (1996). Cultural safety in nursing: The New Zealand experience. International Journal for Quality in Health Care, 8(5), 491-497. doi:10.1093/intqh/8.5.491

In 1992, under prompting by Maori nurses, the Nursing Council of New Zealand made "cultural safety" a requirement for the training of persons seeking registration as nurses or midwives. "Safety," in this context, refers to someone who is safe or competent in practice. "Cultural safety" meant that nurses who attend individuals from another culture have "undertaken a process of reflection" on the way in which their own cultural identities may affect practice. This paper outlines the background and rationale of, and controversy surrounding, the introduction of "cultural safety" into nursing education and practice and discusses the relation between cultural safety and the quality of care.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Profession-Based | Research |

Improving patient-provider communication: A call to action External Web Site Policy

Patak, L., Wilson-Stronks, A., Costello, J., Kleinpell, R., Henneman, E., Person, C., & Happ, M. B. (2009). Improving patient-provider communication: A call to action. Journal of Nursing Administration, 39(9), 372-376. doi:10.1097/NNA.0b013e3181b414ca

The authors note that inadequate communication places patients at greater risk of medical error and poor outcome. The article is a "call to action" addressed to nursing administrators to ensure assessment of patient communication needs and to monitor and document patient-provider communication needs and interventions. They also note that "readily available resources to aid in communication should be present on all patient care units" and that health care organizations should provide training in patient-provider communication as part of continuing education and staff development.

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

Prevalence calculator External Web Site Policy

Pfizer. (2011). Prevalence calculator. Retrieved from http://www.pfizerhealthliteracy.com/physicians-providers/PrevalenceCalculator.aspx

The Prevalence Calculator is a tool that can provide a rough estimate of the percentage of patients in a practice who may have difficulty understanding medical information and instructions. It is not a tool for determining the health literacy of particular individuals. Calculations are based on data drawn from the health literacy component of the National Assessment of Adult Literacy and supplemented by reports from the medical literature.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Health Literacy | Tools |

Reflections on the CLAS Standards: Best practices, innovations and horizons

Putsch, R., SenGupta, I., Sampson, A., & Tervalon, M. (2003). Reflections on the CLAS Standards: Best practices, innovations and horizons. Retrieved from The Cross Cultural Health Care Program website: http://www.xculture.org/files/CLAS.Standards.Report.pdf.pdf

On the basis of a literature review, interviews, and on-site visits, a number of best practices were identified in the implementation of the CLAS Standards. Among the findings are that best-practicing organizations tailor their programs and services to the needs of the communities and populations they serve; they engage in a combination of health, community, and social services; policies fostering culturally and linguistically appropriate services are woven into the organization at all levels; and meaningful relationships with the community are seen as critical to achieving equity. Five organizations are profiled in detail.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Government | Public Health | Research |

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 |

Refugee Health Technical Assistance Center External Web Site Policy

Refugee Health Technical Assistance Center. (2011). Retrieved from http://www.refugeehealthta.org/

This organization is dedicated to providing technical assistance on refugee health and support to health care providers in the United States. Resources include a refugee services toolkit, a suicide prevention resource center, a link to the Harvard Program in Refugee Trauma, a guide to torture treatment centers, tools and strategies for refugee mental health screening, a "community dialogue" page for providers to learn from one another's experiences, language access FAQs and interpreter best practices, overseas assessment, chronic and infectious conditions, webinars, and more.

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

Speaking Together Toolkit External Web Site Policy

Robert Wood Johnson Foundation. (2008). Speaking together toolkit. Retrieved from http://www.rwjf.org/pr/product.jsp?id=29653

The toolkit offers advice for improving the quality and accessibility of language services in hospitals. Topics discussed include written and spoken language needs, screening patients to determine their language needs, building a language services workforce, getting appropriate interpreter services to the patient, the education of clinical staff, documentation, and performance measurement.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Communication and Language Assistance | Tools |

Patient centeredness, cultural competence and healthcare quality

Saha, S., Beach, M. C., & Cooper, L. A. (2008). Patient centeredness, cultural competence and healthcare quality. Journal of the National Medical Association, 100(11), 1275-1285. Retrieved from http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2824588

This publication explores the historical and cultural evolution of the concepts of cultural competence and patient centeredness. Early models focused on provider-patient interactions at the interpersonal level; later models were expanded to consider patients in relation to the health care system as a whole. The authors compare conceptual models and find that many of the core features of cultural competence and patient centeredness in these models are the same.

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

CLAS A-Z: A practical guide for implementing the National Standards for Culturally and Linguistically Appropriate Services (CLAS) in health care External Web Site Policy

Salimbene, S. (2001). CLAS A-Z: A practical guide for implementing the National Standards for Culturally and Linguistically Appropriate Services (CLAS) in health care. Retrieved from the Office of Minority Health website: http://minorityhealth.hhs.gov/assets/pdf/checked/CLAS_a2z.pdf

This step-by-step guide includes a minimum of discursive text, being largely in the form of downloadable checklists, forms, and syllabi that can be adapted to an organization's particular needs.

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

California take on "promotora" model of community outreach a success External Web Site Policy

Savinar, R. (n.d.). California take on "promotora" model of community outreach a success. Retrieved from Proyecto Vision website: http://www.proyectovision.net/english/news/13/promotoras.html

Promotoras are persons acting as liaisons between their communities and health and social service organizations. This brief article notes some of the history, current successes in California, and possibilities for the use of promotoras in the future.

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

Recommendations for teaching about racial and ethnic disparities in health and health care

Smith, W., Betancourt, J., Wynia, M., Bussey-Jones J., Stone, V., Phillips, C., ... & Bowles, J. (2007). Recommendations for teaching about racial and ethnic disparities in health and health care. Annals of Internal Medicine, 147(9), 654-665.

The Health Disparities Task Force of the Society of General Internal Medicine recommends that a curriculum include the following three learning objectives: (1) examination of the attitudes (e.g., mistrust, subconscious stereotyping) that both patients and practitioners may bring to a clinical encounter; (2) the existence, magnitude, and causes of health disparities and their possible solutions; and (3) the skills necessary to communicate effectively across cultures, languages, and literacy levels.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Research | Education & Training |

Cultural Diversity in Health & Illness External Web Site Policy

Spector, R. E. (2008). Cultural Diversity in Health & Illness (7th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.

The author seeks to promote awareness of the complexities involved in caring for people of diverse cultural backgrounds. Examples of traditional health practices and beliefs are provided for selected populations. Cognizance is taken of recent social, political, and demographic trends.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Governance, Leadership, and Workforce | Research |

Spiritual Diversity and Social Work Resource Center External Web Site Policy

Spiritual Diversity and Social Work Resource Center. (n.d.). Retrieved from http://www.socwel.ku.edu/candagrant/hfc4.htm

This site provides resources targeted primarily to social workers and advocates for religious and spiritual understanding. Resources are offered in Japanese, Korean, and Spanish in addition to English. There are links to essays about religion and health and to a number of organizations devoted to exploring the relationship of spirituality to health.

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

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 |

Creating a patient education tool

Stonecypher, K. (2009). Creating a patient education tool. Journal of Continuing Education in Nursing, 40(10), 462-467. doi:10.3928/00220124-20090923-06

This article outlines the development of a low-literacy self-management book for stroke patients. In the process, significant knowledge was gained by team members to enrich their own professional development.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disease-Based | Patients & Consumers | Tools | Education & Training |

The medical manual for religio-cultural competence: Caring for religiously diverse populations External Web Site Policy

Tanenbaum Center for Interreligious Understanding. (2009). The medical manual for religio-cultural competence: Caring for religiously diverse populations. New York, NY: Tanenbaum Center for Interreligious Understanding.

This book examines health-related beliefs and practices from 10 religious traditions - Judaism, Christianity, Islam, Buddhism, Hinduism, Sikhism, Shinto, and traditional Chinese, American Indian/Alaska Native, and Afro-Caribbean religions - and notes how these may affect medical decisions. Communication guides, checklists, and other tools are included.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Population-Based | Research | Education & Training |

The George Washington Institute for Spirituality and Health External Web Site Policy

The George Washington Institute for Spirituality and Health. (n.d.). Retrieved from http://www.gwish.org/

The George Washington Institute for Spirituality and Health is affiliated with George Washington University. The institute "is working toward a more compassionate system of healthcare by restoring the heart and humanity of medicine through research, education and policy work focused on bringing increased attention to the spiritual needs of patients, families and healthcare professionals." The site includes recommendations and tools for taking a spiritual history, a resource center, and information on educational programs and research projects.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Education & Training | Public Health |

Patient communication assessment tool External Web Site Policy

The Joint Commission. (2010). Patient communication assessment tool [Figure 5-1]. In 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 page in the Joint Commission's Roadmap for Hospitals shows a sample patient communication assessment tool "designed to be incorporated into computerized charting menus to help nurses select drop down items which corresponded to their patient communication assessment, intervention, and evaluation process."

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Profession-Based | Patients & Consumers | Governance & Leadership | Tools |

Advancing effective communication, cultural competence, and patient- and family-centered care for the lesbian, gay, bisexual, and transgender (LGBT) community: A field guide External Web Site Policy

The Joint Commission. (2011). Advancing effective communication, cultural competence, and patient- and family-centered care for the lesbian, gay, bisexual, and transgender (LGBT) community: A field guide. Retrieved from http://www.jointcommission.org/assets/1/18/LGBTFieldGuide.pdf

In order to form a better understanding of the needs of LGBT patients, the Joint Commission invited representatives of professional organizations, advocacy groups, and other stakeholders to a day-long meeting to discuss communication, cultural competence, and patient-centered care as they relate to the LGBT community. The Joint Commission's Roadmap for Hospitals provided a framework for the discussion. Covered are issues of leadership; provision of care, treatment, and services; the workforce; data collection and use; and patient, family, and community engagement.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Population-Based | Governance & Leadership | Public Health | Tools |

Transcultural Nursing Society External Web Site Policy

Transcultural Nursing Society. (2012). Retrieved from http://www.tcns.org/

The stated goals of the society include the advancement of cultural competence for nurses worldwide, the support of scholarship, and the building of a body of substantive knowledge in the field of transcultural nursing. Links to the Journal of Transcultural Nursing, conferences, and relevant Web pages of other organizations are provided.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Profession-Based | Public Health |

2004 U.S. Census test: Language identification flashcard External Web Site Policy

U.S. Department of Commerce, Census Bureau. (2004). 2004 U.S. Census test: Language identification flashcard. Retrieved from http://www.lep.gov/ISpeakCards2004.pdf

A sentence (translating as "Mark this box if you read or speak ...") is repeated in 38 written languages, in scripts varying appropriately with the language.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Tools | Communication and Language Assistance | Government |

A toolkit for serving diverse communities

U.S. Department of Health and Human Services, Administration on Aging. (2010). A toolkit for serving diverse communities. Retrieved from http://www.aoa.gov/AOARoot/AoA_Programs/Tools_Resources/DOCS/AoA_DiversityToolkit_Full.pdf

This toolkit, designed for the use of the Aging Services Network and its partners, is built around a four-step process: organizational, staff, and self-assessments; knowledge of the community and partnership formation; design and delivery, including marketing, of services; and program evaluation.

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

Health literacy universal precautions toolkit

U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality. (2010). Health literacy universal precautions toolkit (AHRQ Publication No. 10-0046-EF). Retrieved from http://www.ahrq.gov/qual/literacy/healthliteracytoolkit.pdf

This toolkit was designed to be used by staff at all levels of a primary care practice. It contains 20 tools, each two to five pages long, to improve spoken and written communication and improve patient self-management. A quick-start guide is provided. Background information on health literacy is included. Links to videos are available. An appendix offers forms, PowerPoint presentations, worksheets, and posters.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Communication and Language Assistance | Health Literacy | Government | Tools |

2010 National Healthcare Disparities Report

U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality. (2011). 2010 national healthcare disparities report (AHRQ Publication No. 11-0005). Retrieved from http://www.ahrq.gov/qual/nhdr10/nhdr10.pdf

The report includes discussions of the effectiveness of care (organized according to eight clinical areas), patient safety, timeliness of care, patient centeredness, care coordination, efficiency, health system infrastructure, access, and priority populations. A highlights section summarizes many of the findings, such as: health care quality and access are found to be suboptimal for minority and low-income groups - quality is improving, access and disparities are not; cancer screening and diabetes management are in particular need of attention; palliative and end-of-life care and patient and family engagement are improving - patient safety is not.

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

CAHPS cultural competence item set

U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality. (2011). CAHPS cultural competence item set. Retrieved from https://www.cahps.ahrq.gov/surveys-guidance/item-sets/cultural-competence.aspx

The Cultural Competence Item Set is a set of supplemental items for the Consumer Assessment of Healthcare Providers and Systems' Clinician and Group Survey. It was "designed to capture the patient's perspective on the cultural competence of health care providers." It touches on such topics as patient-provider communication, complementary and alternative medicine, discrimination, level of trust, politeness, truth telling, linguistic competency and access to language services, and shared decision-making.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Governance, Leadership, and Workforce | Government | Patients & Consumers | Tools |

Ensuring that patient centered medical homes effectively serve patients with complex needs

U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality. (2011). Ensuring that patient centered medical homes effectively serve patients with complex needs (AHRQ Publication No. 11-0109). Retrieved from http://pcmh.ahrq.gov/portal/server.pt/community/pcmh__home/1483/pcmh_tools___resources_patient-centered_v2

This brief paper outlines programmatic and policy changes that may enable practices implementing a patient-centered medical home model to ensure a high quality of care even to those patients with the most complex needs. The information provided may be of particular use in small practices.

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

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 |

Intellectual disability fact sheet

U.S. Department of Health and Human Services, Centers for Disease Control and Prevention. (n.d.) Intellectual disability fact sheet. Retrieved from http://www.cdc.gov/ncbddd/actearly/pdf/parents_pdfs/IntellectualDisability.pdf

This fact sheet, written in English and Spanish, gives a brief, clear, and easy-to-understand description of the signs and possible causes of intellectual disability and encourages parents to seek early treatment if they suspect a child may be experiencing difficulties such as the ones described.

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

Lesbian, gay, bisexual and transgender health

U.S. Department of Health and Human Services, Centers for Disease Control and Prevention. (2011). Lesbian, gay, bisexual and transgender health. Retrieved from http://www.cdc.gov/lgbthealth

This CDC Web page provides links to information on and resources for some of the health issues and inequities affecting LGBT communities. Information is also available for health care providers, public health professionals, and students.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Population-Based | Government | Public Health |

Guidance to federal financial assistance recipients regarding Title VI and the prohibition against national origin discrimination affecting limited English proficient persons: Summary

U.S. Department of Health and Human Services, Office for Civil Rights. (n.d.). Guidance to federal financial assistance recipients regarding Title VI and the prohibition against national origin discrimination affecting limited English proficient persons: Summary. Retrieved from http://www.hhs.gov/ocr/civilrights/resources/laws/summaryguidance.html

This summary of the full 2003 guidance briefly discusses the use of patients' family members and friends as interpreters, the translation of vital documents, interpreter and translator competence, the elements of an effective language assistance plan, and the factors used to determine the obligation under Title VI of recipients of federal funding to ensure meaningful access to programs for persons with limited English proficiency. It is noted that what constitute reasonable steps to be required of large providers "may not be reasonable where small providers are concerned."

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Communication and Language Assistance | Government | Policy |

National Partnership for Action to End Health Disparities

U.S. Department of Health and Human Services, Office of Minority Health. (n.d.). National Partnership for Action to End Health Disparities. Retrieved from http://minorityhealth.hhs.gov/npa

The Office of Minority Health established the National Partnership for Action to End Health Disparities as a community-driven approach to the achievement of health equity. Partners may be individuals and organizations. The NPA's primary goal is to "foster community involvement and broad-based partnerships at all levels and among a range of sectors, particularly those at the front-line of fighting health disparities."

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

Outreach activities and resources: Multi-cultural resources for health information

U.S. Department of Health and Human Services, Specialized Information Services. (2012). Outreach activities and resources: Multi-cultural resources for health information. Retrieved from http://sis.nlm.nih.gov/outreach/multicultural.html

This resource center gives access to approximately a hundred other sites in such areas as cultural competency; health literacy; limited English proficiency; interpreting; online translation tools; resources in languages other than English; law, policy, and standards; multicultural research; and refugee health.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Health Literacy | Government |

HHS action plan to reduce racial and ethnic disparities: A nation free of disparities in health and health care

U.S. Department of Health and Human Services. (2011). HHS action plan to reduce racial and ethnic disparities: A nation free of disparities in health and health care. Retrieved from http://minorityhealth.hhs.gov/npa/files/Plans/HHS/HHS_Plan_complete.pdf

In November 2010, Secretary Kathleen Sebelius charged the Department of Health and Human Services with the development of an action plan to reduce racial and ethnic health disparities. The plan is operational across all agencies and institutes within the department. This document outlining the action plan is organized according to five overarching goals (to be accomplished by 2015), with strategies and actions outlined for each.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Disparities | Government | Public Health |

LGBT resource center External Web Site Policy

University of California, San Francisco. (2008). LGBT resource center. Retrieved from http://lgbt.ucsf.edu/services_health.html

The site is directed to the needs of the lesbian, gay, bisexual, and transgender community of the University of California, San Francisco, a leading center of health sciences research, patient care, and education. Links are provided to relevant courses and other training; mentoring; research; community events; social support; a voluntary "out list" of faculty, students, staff, postdoctoral researchers, residents, and fellows; a Listserv; campus organizations; and frequently asked questions.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Education & Training | Population-Based |

Multicultural health clearinghouse External Web Site Policy

University of Illinois at Urbana-Champaign, McKinley Health Center. (2009). Multicultural health clearinghouse. Retrieved from http://www.mckinley.illinois.edu/multiculturalhealth/index.htm

This site provides information intended to highlight health topics pertinent to various underrepresented populations. The home page offers a large number of links, organized by population (e.g., various racial and ethnic groups, international students, those with disabilities, and LGBT persons) and type of resource. Any of these links may lead to another level of more finely categorized links so that, taken as a whole, a very wide variety of specific detail on multicultural health issues is offered through this site.

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

National Center for Deaf Health Research External Web Site Policy

University of Rochester Medical Center. (2012). National Center for Deaf Health Research. Retrieved from http://www.urmc.rochester.edu/ncdhr/

The center is guided by a cultural model of deafness (i.e., that deaf people are a minority group who share a common language and culture), not a clinical model. Links are provided to relevant literature, training, and research projects pertinent to the health needs of culturally deaf people.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Communication and Language Assistance | Population-Based |

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 |

Taking cultural competency from theory to action External Web Site Policy

Wu, E., & Martinez, M. (2006). Taking cultural competency from theory to action. (Commonwealth Fund Publication No. 964) Retrieved from http://www.commonwealthfund.org/usr_doc/Wu_takingcultcomptheoryaction_964.pdf

The authors interviewed leaders in the field of cultural competency. They offer recommendations for the implementation of cultural competency and find that six principles are fundamental to a successful effort: (1) community representation and feedback at all stages of implementation; (2) cultural competency integrated into all levels of the organization; (3) changes that are manageable, measurable, and sustainable; (4) a business case for policy implementation; (5) commitment from leadership; and (6) ongoing staff training.

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

Promising practices for patient-centered communication with vulnerable populations: Examples from eight hospitals External Web Site Policy

Wynia, M., & Matiasek, J. (2006). Promising practices for patient-centered communication with vulnerable populations: Examples from eight hospitals (Commonwealth Fund Publication No. 947). Retrieved from http://www.commonwealthfund.org/~/media/Files/Publications/Fund%20Report/2006/Aug/Promising%20Practices%20for%20Patient%20Centered%20Communication%20with%20Vulnerable%20Populations%20%20Examples%20from%20Ei/Wynia_promisingpracticespatientcentered_947%20pdf.pdf

The study identified eight hospitals that have demonstrated a commitment to patient-centered communication with vulnerable patient populations. The authors discuss several promising practices in use by these hospitals, including advocates for communication programs, data collection on patient needs, community and patient engagement, a diverse workforce, awareness of cultural diversity, effective language assistance services, addressing the problem of health literacy, and assessing performance.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Communication and Language Assistance | Health Literacy | Research |

Promising practices for small health care providers. In Providing language services in small health care provider settings: Examples from the field External Web Site Policy

Youdelman, M., & Perkins, J. (2005). Promising practices for small health care providers. In Providing language services in small health care provider settings: Examples from the field (pp. 3-11) (Commonwealth Fund Publication No. 810). Retrieved from http://www.commonwealthfund.org/usr_doc/810_Youdelman_providing_language_services.pdf

Small provider settings, especially, may be hampered by limited resources in their efforts to provide effective care to an increasing number of patients who have limited proficiency in English. The National Health Law Program conducted interviews and site visits to learn how small providers are coping with this problem. Certain practices emerged as promising and replicable. These include the recruitment of bilingual staff to serve in dual capacities, ongoing training for interpreters, use of community resources, and capitalizing on underutilized funding sources. The authors offer an eight-step plan for development of a strategy to allow providers to meet the needs of their patients and communities.

Keywords:    Provide effective, equitable, understandable, and respectful quality care and services | Communication and Language Assistance | Research |

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 |

LGBT Resources by Gil Gerald & Associates, Inc. External Web Site Policy

Every year, research is advancing knowledge about best practices in serving LGBT/SGL individuals and families. Additionally and fortunately there are a growing number of organizations, programs and services that target and serve LGBT/SGL communities throughout the U.S. This site will maintain and update information of particular interest to health and human services providers.

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

Keywords:    Governance & Leadership | Governance, Leadership, and Workforce | Disparities | Education & Training | Policy | Provide effective, equitable, understandable, and respectful quality care and services |

Supporting and Transitioning the Health Care Safety Net External Web Site Policy

The Texas Health Institute recently released its second report, “Supporting and Transitioning the Health Care Safety Net,” in its five-part series known as The ACA & Racial and Ethnic Health Equity Series. This new report provides a snapshot on status and progress of nine key provisions in the ACA critical for advancing racial and ethnic health equity within the health care safety net. Through a close review of latest data, research, and federal guidance on safety net provisions, this report describes how the safety net stands at a crossroads in an era of reform. Complemented by perspectives from the field—including hospitals and health centers—the report discusses important priorities, challenges, and next steps for addressing and advancing racial and ethnic health equity through the safety net.

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

Keywords:    Governance, Leadership, and Workforce | Disparities | Health Literacy | Communication and Language Assistance | Patients & Consumers | Policy | Research | Tools | Provide effective, equitable, understandable, and respectful quality care and services |