DiversityRx 2010 - Quality Health Care for Culturally Diverse Populations Why should we care? Mission-Quality-Legal-Business How do we make it happen? HealthEast s Journey A Model for Equitable Care: A Call to Action Who can help? DiversityRx Disparities Solution Center Minnesota---Cutting Edge What is your call to action? 1
Cross Cultural Services Why should we care? HealthEast Care System The largest health care provider in the Twin Cities East Metro area: 4 Hospitals St. Josephs St. Johns Woodwinds Bethesda A Strategic Focus is on Employee Engagement and Equitable Care Yields Great Rewards: Best Places to Work Minneapolis/St. Paul Business Journal Top 100 Best Places to work Modern HealthCare Top 10 Health Care Systems Thompson Reuters Woodwinds Highest Nursing Engagement Scores in the US Gallup The Disparities Leadership Program Award 16 Clinics 7000 Employees 1300 Physicians 2
Cross Cultural Services Why should we care? What brought you to Health Care? Of all the forms of inequality, injustice in health care is the most shocking and inhumane. ---Dr. Martin Luther King Jr. What's your story? 3
Cross Cultural Services Why should we care? HealthEast Mission: Our Mission is high quality, compassionate, cost effective health care for the communities we serve. HealthEast Faith Based Philosophy: By sustaining HealthEast s Christian heritage and identity, we provide compassionate services that respects the dignity of each person and welcomes all faith traditions, cultures and communities. HealthEast Vision: Creating the best health care experience through a passion for caring and service. 4
Cross Cultural Services Why should we care? Quality & Safety Unequal Treatment: Confronting Racial and Ethnic Disparities in Health Care (IOM 2003) Racial and ethnic minorities receive lower quality health care than whites, even when insurance status, income, age and severity of conditions are comparable. 5
Cross Cultural Services Why should we care? Legal /Regulatory The Joint Commission Nurse Surveyor observed St. John s Maternity Care RN administering a medication to one of our Hmong patients. Joint Commission National Committee for Quality Assurance Title VI of the Civil Rights Act Americans with Disabilities Act Culturally and Linguistically Appropriate Services Minnesota Department of Human Rights Patient Protection and Affordable Care Act 6
Cross Cultural Services Why should we care? Business Changing Demographics Significant Purchasing Power Operational Efficiency and Effectiveness Attract the best talent --- first choice 7
Cross Cultural Services Why should we care? Populations of Color are Growing 8
Cross Cultural Services Why should we care? 9
Cross Cultural Services How do we make it happen? IN THE BEGINNING Faith Based Philosophy identified Patient satisfaction assessment Physician survey and e-learning Culturally responsive care defined Site strategies in process Patient and workforce strategy identified Three year strategy developed Org. and Workforce Assessment Began identifying patient data Cross culture manager and physician training Increased interpreters Multi site initiatives and tactics Senior leader overview and education Positioned with Quality Strategy Presented at National Forum Universal signage InfoNet presence Cross Culture System Dir. hired Equitable Care Advisory Team HR Diversity Council Interpreter class developed Race, Ethnicity, Language Data collection Need Business base Data is key to commitment Experts and standards help Board support required Need Champion to focus 10
Cross Cultural Services How do we make it happen? Equitable Care Vision Promise Equitable Care is an integral component of HealthEast s quest to become the Benchmark for Quality in the Twin Cities by 2010 and beyond. Create an inclusive environment where all patients receive high quality, culturally responsive care and all employees are engaged in achieving quality outcomes. 11
Cross Cultural Services How do we make it happen? Quality/Safety 6 IOM AIMS First Choice Employees Physicians Volunteers 12
Cross Cultural Services How do we make it happen? Hardwiring Equitable Care Continuing Education Managing a Diverse Workforce FY 2009 3 Classes 79 Participants 28% direct patient care 72% non-patient care Cross Cultural Care FY 2009 8 Classes 214 Participants 42%direct patient care 58% non-patient care How to Work Effectively with Interpreters FY 2009 Piloted the class in 2009 40 Participants Managing a Diverse Workforce FY 2010 / 2 Qtrs. 2 Classes 53 Participants 25% direct patient care 75% non-patient care Cross Cultural Care FY 2010 / 2Qtrs. 2 Classes 35 Participants 23% direct patient care 77% non-patient care How to Work Effectively with Interpreters FY 2010 / 2 Qtrs. 6 Classes 142 Participants 79% direct patient care 21% non-patient care 13
Cross Cultural Services How do we make it happen? Hardwiring Equitable Care Continuing Education Managing A Diverse Workforce (targeted to any leader) Instructor: David Hunt J.D. President and CEO of Critical Care Measures, LLC. FY 2010 Classes 2 Cross Cultural Care Training (targeted to all staff) Instructor: David Hunt President and CEO of Critical Care Measures, LLC. How To Work Effectively with Interpreters (targeted to all staff) Instructors: Mayly Lochungvu Donna Fowler LEARN- Mandatory Education On-line Training New Leader Orientation (targets new leaders) Segment: Hardwiring Equitable Care Instructors: HR Talent Development Subject Matter Experts Language Law Access and the Law (targets care providers and leaders) On-line Training Employment Law 101 (targets to any leader involved in managing employees) Instructor: Ugo A. Ukabam, Principal at Gray Plant Mooty in the Labor and Employment Law group. 3 6 On Going Monthly On Going 2 Hardwiring Equitable Care Continuing Education LINK TO SIGN-UP http://www.healtheast.org/continuing-education/foremployees/hardwiring-equitable-care.html Questions? Contact Liz Anderson, System Director Cross Cultural Services (2-2938) 14
Cross Cultural Services How do we make it happen? Cross Cultural Services Interpreter Services 15
Cross Cultural Services How do we make it happen? Learn more about our changing patient community Acknowledge that health disparities exist Welcome our diverse patients and employees Imbed Equitable Care in your operational decisions Recognize Equitable Care as integral to our mission 16
Cross Cultural Services Who can help? Disparities Leadership Program (DLP) Two overarching goals: 1. Create cadre of leaders in health care with: Knowledge of the field of health disparities QI strategies for identifying and addressing disparities Leadership skills to implement strategies and transform organizations 2. Help leaders from organizations with: Projects to address disparities Strategic plan implementation 17
Cross Cultural Services Who can help? 18
Cross Cultural Services Who can help? 2009 2010 DLP Award Recipients 19
Cross Cultural Services Who can help? Resources Just Google! National Local LEP. Gov Government Agencies DiversityRx Disparities Solution Center Centers for Medicare and Medicaid Services National Quality Forum Foundations CDC-Office of Minority Health & Health Disparities Office of Civil Rights Health Plans Minnesota Community Measurements Minnesota Department of Health Academic Institutions StratisHealth MN State Demographic Center MN Department of Human Rights Not-for-Profits Consortium on Health & Mobility 20
Cross Cultural Services Your Call to Action? Do your little bit of good where you are; it s those little bits of good put together that overwhelm the world. ---Archbishop Desmond TuTu I am not bound to win, but I am bound to be true. I am not bound to succeed, but I am bound to live up to what light I have. ---Abraham Lincoln 21