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Hospital PerspectiveMeridian HealthThe New Jersey Statewide Network for Cultural Competence2nd Annual ConferenceOctober 19th, 2012Middlesex Fire AcademySayreville, NJCultural Diversity Department
nceProgramDiversityMetrics &DemographicsHR Issues:Recruitment& RetentionCulturalCompetenceTrainingCompliance& hipsSensitivity&Awareness
Cultural Diversity DepartmentOrganizational ChartWayne BoatwrightVP, CulturalDiversityDarryl HughesManager, CulturalDiversityKendra HaydelLanguageAssistanceProgramAdministratorSusan Reynolds,ASL InterpreterTracey BoydCoordinator,Cultural Diversity
Meridian Service Area AmericanAsianGay / LesbianHaitianJehovah’s WitnessMuslimOrthodox JewishTourists / VisitorsSource: Meridian HealthStrategic Planning5
Meridian Top 10 PatientNon-English Language Preferences, 2012Top 10 Language PreferencesSpanishFrench CreoleHaitian CreoleAmerican Sign LanguageMandarin (Chinese)RussianPortugueseHindiKoreanArabicSource: Pacific Interpreters
Meridian Health’s Cultural Diversity Services:Language Assistance Program (LAP) In-Person (LEP)Interpretation Sign Language (ASL)Interpretation TelephonicInterpretation Video RemoteInterpretation Document TranslationServices
Meridian Health’s Cultural Diversity Services:Training and Awareness Cultural competence training– Physician cultural competence training– The Cultural Ambassador Program - a joint project with the Ann MayCenter for Nursing Awareness / Sensitivity Training Courses Multi-Cultural Customer ServiceCross-Cultural Sensitivity Workshop – “Ouch”Understanding Generational DifferencesUtilizing Language Assistance, Interpretation & Translation servicesReligious Diversity Grand Rounds 2011Online e-Learning courses–––Diversity in the WorkplaceCultural Competence: Background & BenefitsCultural Competence: Providing Culturally Competent Care
How Meridian HealthGoes About Its Diversity MissionTHE MERIDIAN WAY:INGREDIENTS FOR SUCCESS
1. WHAT WERE THESTRATEGIC IMPERATIVESTHAT JUMP STARTED THECULTURAL DIVERSITYDEPARTMENT?
Key Ingredient #1: Leadership Commitment &Vision Agreement on strategic diversityimperatives Buy-in from senior leadership andthe Board Vision and commitment that wecan do better– “From good to great”– The Business case for diversity– More than just the right thing to do Top down approach Strategic planning Resources:– Budget– Competent staff
Key Ingredient #2:Collaboration Diversity progress doesn’t just happen on its own. Must-have skill sets for staff:––––Technical competenceKnowledge of the communityDiplomacy & utmost professionalismKnowledge of Federal, state, and industry accreditation standards Joint CommissionCLAS StandardsADATitle VI
Key Ingredient #2:Collaboration Ability to reach out and develop/manage keyrelationships internally and externally Knowledge of our system’s business model and theeconomic drivers of our hospitals, departments, andpartner companies Ability to find, nurture, and harness champions fordiversity throughout the organization
Key Ingredient #2:Collaboration Examples of successfulcollaborations with theDiversity Team– Meridian’s LanguageAssistance Program– Meridian’s Nursing CulturalAmbassador Program– Working partnership withHuman Resources &OrganizationalEffectiveness– Meridian’s system wideCultural Recognition events
2. COMMUNITY RELATIONSAND STRATEGIC PLANNING?
Key Ingredient #3:Know Your Community Community relationships are key Your internal community is also yourexternal community. Trust & Accessibility Meridian’s Community Health NeedsAssessment Must convey a professionalbusiness approach to the community
Key Ingredient #3:Know Your Community Community-focused efforts used byMeridian:– Community Advisory Committees Hospital-based African-American Partners InHealth Unidos Partners In Health for the Deaf– Specialty patient liaison for theObservant Jewish community– Outreach to Haitian communityleadership– JSUMC’s H1N1 vaccination effort– Cancer Prevention Study #3enrollment effort
3. WHAT ABOUTACCOUNTABILITY?“TREASURE WHAT YOUMEASURE!”
Key Ingredient #4: Accountability &Measurement “Measure what you treasure” Indicators for benchmarking andprogress tracking– Forbes 100 Top EmployersTrust Index– Magnet Nursing status– Gallup Annual EmployeeSurvey– Patient Satisfaction– Community and patientdemographics– Bottom line implications Bloodless medicine program– Employee Resource Groups
4. WHAT DRIVES MY PASSIONTO CONTINUE DOING THISWORK?
Summary: What drives your passion for this area? Taking Care of New Jersey– How do we do a better job of taking care of our patientsand employees?– How do we become innovative in advancing diversity(generational, emerging trends)? Personal commitment– Is it ok to not treat a sick person because they don’tspeak the language or come from a different place orculture?– Is that the kind of country we want to live in? Those of us who are called to healthcare would find itdifficult to live in that world.
Multi-Cultural Customer Service Cross-Cultural Sensitivity Workshop – “Ouch” Understanding Generational Differences Utilizing Language Assistance, Interpretation & Translation services Religious Diversity Grand Rounds 2011
