Advanced Effective Communication, Cultural Competence, and ...

A Roadmap for Hospitals
Glossary
(meaning what sex was originally listed on a person’s birth
certificate). A person’s gender identity is distinct from his or
her sexual orientation [8].
health literacy The degree to which individuals have the
capacity to obtain, process, and understand basic health
information and services needed to make appropriate health
decisions [9].
interpreter A person who renders a message spoken/signed in
one language into one or more languages [10].
language services Mechanisms used to facilitate
communication with individuals who do not speak English,
those who have limited English proficiency, and those who
are deaf or hard of hearing. These services can include inperson
interpreters, bilingual staff, or remote interpreting
systems such as telephone or video interpreting. Language
services also refer to processes in place to provide translation
of written materials or signage.
limited English proficiency (LEP) A legal concept referring
to a level of English proficiency that is insufficient to ensure
equal access to public services without an interpreter; the
inability to speak, read, write, or understand English at a level
that permits an individual to interact effectively with health
care providers or social service agencies [11].
patient- and family-centered care An innovative approach to
plan, deliver, and evaluate health care that is grounded in
mutually beneficial partnerships among health care providers,
patients, and families. Patient- and family-centered care
applies to patients of all ages, and it may be practiced in any
health care setting [7]. See also family
plain language A strategy for making written and oral
information easier to understand; communication that users
can understand the first time they read or hear it. A plain
language document is one in which people can find what they
need, understand what they find, and act appropriately on
that understanding [12].
sexual orientation The preferred term used when referring to
an individual’s physical and/or emotional attraction to the
same and/or opposite gender. Heterosexual, bisexual, and
homosexual are all sexual orientations. A person’s sexual
orientation is distinct from a person’s gender identity and
expression [8].
staff As appropriate to their roles and responsibilities, all
people who provide care, treatment, or services in the
organization, including those receiving pay (for example,
permanent, temporary, part-time personnel, as well as
contract employees), volunteers, and health profession
students. The definition of staff does not include licensed
independent practitioners who are not paid staff or who are
not contract employees [13].
surrogate decision-maker Someone appointed to make
decisions on behalf of another. A surrogate decision-maker
makes decisions when an individual is without decision
making capacity, or when an individual has given permission
to the surrogate to make decisions. Such an individual is
sometimes referred to as a legally responsible representative
[13].
translator A person who converts written text in one language
into another language [10].
References:
1. Adapted from Ad Hoc Committee on Service Delivery in the
Schools: Definitions of Communication Disorders and Variations.
Rockville, MD: American Speech-Language-Hearing Association,
1993. Available at http://www.asha.org/docs/html/
RP1993-00208.html. (Accessed March 3, 2010.)
2. Adapted from U.S. Department of Justice Civil Rights Division:
Chapter 3: General Effective Communication Requirements under
Title II of the ADA in ADA Best Practices Toolkit for State and Local
Governments. Washington, DC: U.S. Department of Justice Civil
Rights Division, 2007. Available at http://www.ada.gov/
pcatoolkit/chap3toolkit.htm. (Accessed March 3, 2010.)
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