VIRTUAL CONFERENCE DIVERSITY AND CULTURAL COMPETENCE TUESDAY, DECEMBER 2, 2014

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1 VIRTUAL CONFERENCE DIVERSITY AND CULTURAL COMPETENCE TUESDAY, DECEMBER 2, AM 4 PM ET The Beryl Institute s Patient Experience Virtual Conference Series provides for a day of focused learning and discussion on a specific patient experience topic. Each virtual conference offers four unique learning sessions sharing strategies, best practices and solutions to support your patient experience efforts. The benefits are similar to attending a professional development conference without the expense of travel or time away from the office. All presentations within the conference will last 60 minutes including time for Q&A. There will be a one-hour virtual lunch break from 1-2 PM ET.

2 WELCOME It is with great pleasure that we welcome your engagement in our Virtual Conference Series. This conference focused on diversity and cultural competence is a critical part central to everyday behaviors, attitudes, perceptions and interactions between people. In the healthcare setting, human beings are often found at their most vulnerable. Beyond their expectation of healing, they are looking for nothing more than a caring gesture, comforting look or kind word. What must be realized is that these simple desired actions are not in fact the same for everyone. Through participation in these four forward-thinking sessions, you come away acknowledging differences and how it helps us to understand how both culture and diversity have a significant impact on how people perceive and react to healthcare providers attitudes, diagnosis, treatment and ultimately reflect on their experience overall. You will also have the chance to connect with a network of your peers committed to the ongoing learning and contributions in this emerging area of the patient experience movement. We hope you will continue to find opportunities to learn from and contribute to our global community of practice at The Beryl Institute. Our strength is in what we share with and learn from one another. I know you will find that and more in this event focused on Diversity and Cultural Competence. VIRTUAL CONFERENCE: DIVERSITY AND CULTURAL COMPETENCE The importance of cultural competence is widely recognized as a critical and integral part in providing a high quality, compassionate healthcare experience. As the diversity of the population increases, so does its cultural complexity of patient populations from different racial, ethnic, socioeconomic, religious and cultural backgrounds. During this Virtual Conference, the presenters will explore strategies and tools implemented to enhance communication, ensure effective hospital-based language access programs and learn ways to manage and bridge the disparities between the practitioners and patients approach to health, illness and healthcare. 11:00 12:00 PM EVENT SCHEDULE Tuesday, December 2, 2014 IMPROVING THE PATIENT EXPERIENCE FOR LIMITED ENGLISH PROFICIENT (LEP) PATIENTS David Riddle, Jessica Segal & Graciela Zozaya 12:00 1:00 PM FAMILY AND PATIENT CENTEREDNESS REMIX: ADDRESSING THE CULTURAL AND LINGUISTIC GAP IN SMALL BITES Natasha Curtis, MA, CHI 1:00 2:00 PM LUNCH BREAK 2:00 3:00 PM IMPROVING PATIENTS EXPERIENCE THROUGH CULTURE COMPETENCE Sahar Andrade, MB.BCh 3:00 4:00 PM JASON A. WOLF, PH.D. President The Beryl Institute PATIENTS ROLE IN ORGANIZATIONAL CULTURE CHANGE VIA CULTURAL COMPETENCY Kent Guion, MD, MA

3 FEATURED PRESENTATIONS IMPROVING THE PATIENT EXPERIENCE FOR LIMITED ENGLISH PROFICIENT (LEP) PATIENTS David Riddle, Director, Patient/Customer Relations, Harris Health System Jessica Segal, Director, Patient Experience and Operations, Harris Health System Graciela Zozaya, Manager, Interpretation Services, Harris Health System Harris Health System provides healthcare services to patients who speak over 80 different languages. The need for improved communication with limited English proficient (LEP) patients has risen steadily. To address these issues, a plan was developed to implement new tools to aid in communication and to create a call center that would help the interpreters reach more patients and provide better access and quality of care, as well as increase the safety of the patients. In addition, the system is implementing widespread use of other tools. This presentation will address Harris Health Systems strategies to communicate with Limited English proficient patients and the results they have seen. IMPROVING PATIENTS EXPERIENCE THROUGH CULTURE COMPETENCE Sahar Andrade, MB. BCh, Diversity, Leadership and Culture Competence Consultant/Trainer - Social Media Strategist, Sahar Consulting, LLC Over the past decade, the importance of cultural competence as a critical facet for the provision of high quality healthcare has risen. Healthcare providers and professionals need to start developing cultural awareness and sensitivity. Cultural sensitivity begins with a recognition that there are differences between cultures. These differences are reflected in the ways that different groups communicate and relate to one another and to the Healthcare professionals. These differences in experiences, beliefs, values and language affect the patients perceptions of clinical service delivery, acceptance of a diagnosis and following the treatment regardless of their cultural background. As the diversity of the population increases, so does its cultural complexity of diverse patient populations from different racial, ethnic, socioeconomic, religious and cultural backgrounds. FAMILY AND PATIENT CENTEREDNESS REMIX: ADDRESSING THE CULTURAL AND LINGUISTIC GAP IN SMALL BITES Natasha Curtis, MA, CHI, Language Access Services Consultant, Interpreter and Trainer, Lingua Nexus, LLC This presentation will explore the main ingredients of an effectual hospital-based Language Access Program that targets communication and cultural competence as two decisive elements that influence diverse patient experience and choice, as well as impacts safety and cost of care. Practical and easyto-implement tips will provide participants with feasible action steps. PATIENTS ROLE IN ORGANIZATIONAL CULTURE CHANGE VIA CULTURAL COMPETENCY Kent Guion, MD, MA, Vice President for Diversity and Inclusion, Georgia Regents University and Health System This presentation will be a first-hand exploration into the roles of patient advisors and the impact on influencing long-term cultural changes using cultural competency as the driving influence. The participant will walk away with a better understanding of the framework implemented by Georgia Regents Health System, be able to describe the role of patient advisors in a long-term cultural change process and apply strategies to enhance patient experience in areas of long term cultural change.

4 ABOUT THE PRESENTERS SAHAR ANDRADE, MB.BCH Diversity, Global Leadership & Culture Competence Speaker/ Consultant Sahar is certified as an E-marketer and Social Media Strategist. She lived, worked and studied in 7 countries and 3 continents and speaks 5 languages. She holds a Double Bachelors of Medicine and Surgery, Major in Psychiatry from Cairo University and successfully completed a Mastery of HR Studies Certificate Program. Living and working with different people and cultures as well as years working for International Airlines, traveling all over the world left a great impact on Sahar. Her travel has helped her deliver quality information on global marketing, difference in market cultures and international business etiquette worldwide, hoping to give insights on how culture impacts international business, international business communication and building relationships between diverse employees internationally to enable global interaction for success. NATASHA CURTIS, MA, CHI Language Access Services Manager at Akron Children s Hospital Natasha is a nationally certified Spanish Health Care Interpreter (CHI), a judiciary interpreter, translator, trainer and consultant. She has a BA in Translation from Universidad del Salvador in Bs. As., Argentina and a MA in Translation from Kent State University. She has also completed some doctoral work in Translation and Interpreting Studies. Natasha is passionate about language access and cultural competence and has worked to promote the advancement of these fields for several years. Most notably, serving as the Language Access Services Manager at Akron Children s Hospital, she developed the first hospital-based Language Access Program in the Akron area, broadened the positive impact of qualified Medical Interpreters to serve as Patient System Guides and built a link into the Community by developing a Community Liaison Model to serve the hospital s culturally, linguistically and religiously-diverse refugee population. Through these efforts, she built a core team of qualified/ certified interpreters and a team of Community Liaisons to serve the Burmese, Bhutanese, Karen and Congolese communities. She has a strong commitment to elevate the quality of language access services as a pivotal strategy to impact access, effectiveness and cost of healthcare for diverse populations. KENT GUION, MD, MA Vice President for Diversity and Inclusion at Georgia Regents University and Health System Kent served as the Interim Dean of the College of Allied Health Sciences (CAHS) and Associate Dean for Student, Faculty and Community Affairs and is an Associate Professor in the Department of Physical Therapy. He received his M.D. and M.A. in specializing in Exercise Physiology from the University of North Carolina at Chapel Hill School and a B.S. in Zoology from North Carolina State University. He is a fellow of the Health Research and Education Trust Cultural Competency Leadership Program and currently serves as founding chair of the Georgia Association of Diversity Officers in Higher Education. He has served on the Patient and Family Centered Care Advisory Council, the Patient Experience Leadership Committee and has made numerous national and international presentations discuss the role of patient advisors in an academic health system. His professional interests include the areas of cultural competency in healthcare, physical activity and public health, health-related program evaluation especially as it applies to rural and underserved communities, and the role of patients in healthcare improvement.

5 DAVID RIDDLE David Riddle, Director, Patient/ Customer Relations, Harris Health System David is Harris Health s Administrative Director of Patient Experience where he leads the Patient/Customer Relations, Patient Satisfaction, Interpretation Services and the Spiritual Care teams. Prior to joining Harris Health in 2006, Riddle held leadership positions over a 21 year span with a leading retail department store company in human resources, training and development and customer service. David has extensive experience in driving customer satisfaction in fast paced settings with a track record of delivering practical strategies for improvement. David knows the importance of finding inspiration in the workplace. His accomplishments include successfully implementing patient grievance and complaint tracking software reducing complaint resolution times from 21 days to five days exceeding CMS requirements. Patient satisfaction scores have risen over 5% through the implementation of several key strategies that have dramatically strengthened the emphasis on patient centered care. He is passionate about the delivery of service one patient at a time. JESSICA SEGAL Director, Patient Experience and Operations, Harris Health System Jessica has worked at Harris Health System for almost 9 years serving a variety of roles. For the last few years, she s been working on initiatives to improve the patient experience. Over 50% of her patients speak Spanish so meeting these guests needs is a focus. She worked closely with the Interpretation Services Department to help enhance services and improve the patient experience related to the need for interpretation services. Jessica s planning and administration background gives her additional knowledge to analyze Harris Health System s programs and services to create more organizational efficiency. GRACIELA ZOZAYA Manager, Interpretation Services, Harris Health System With over 15 years in the healthcare interpreting field, Graciela serves on the Boards of Directors of many Interpreting and Translating Organizations. Among them are the National Council for Interpreting in Health Care, the Texas Association of Healthcare Interpreters and Translators and the Houston Interpreters and Translators Association. Her background in adult literacy and education has helped her to create a 40-hour training program for medical interpreters that is recognized by both national certification organizations as a prerequisite for sitting at either national certification exams. Graciela s involvement with professional organizations has helped her stay abreast of laws governing language access and interpreters in healthcare.

6 ADOBE CONNECT The Beryl Institute is excited to host this webinar in Adobe Connect. We hope that you enjoy the look and feel of this webinar application. No software installation is required to view this webinar; it will appear within your internet browser window. To ensure smooth connectivity prior to the webinar, please perform the simple connection test and review the Quick Start Guide for Participants. If you need further assistance, please call the Institute at or send an to The Beryl Institute is the global community of practice and premier thought leader on improving the patient experience in healthcare. The Beryl Institute defines the patient experience as the sum of all interactions, shaped by an organization s culture, that influence patient perceptions across the continuum of care. OUR MISSION Our commitment is to create a dynamic space for members to convene, engage and contribute to elevating, expanding and enriching the global dialogue on improving the patient experience. OUR COMMUNITY The Beryl Institute serves as an independent, non vendor or provider-related community dedicated to bringing together the many voices, views and perspectives on improving the patient experience. More than an association, the Institute is a community of practice, engaging members as active participants and contributors to the collective development of knowledge, reinforcing the value and expanding the impact of patient experience efforts globally. Improving the Patient Experience