Advanced Effective Communication, Cultural Competence, and ...

Appendix E
RESOURCE GUIDE
Appendix E contains many Web sites, toolkits, articles, and
other information that can serve to inform the development of
practices that best meet diverse patient needs, support quality
and safety, and aid in compliance with law, regulation and
accreditation standards. This is by no means an exhaustive list,
and inclusion should not be considered an endorsement, as the
authors have not undertaken any evaluation of these resources.
The resources in this appendix correspond to the five domains
in Chapter 6: Organization Readiness and are divided into
the following categories.
1. Leadership Domain (page 77)
• Organization Assessment Using Frameworks, Tools,
and Guidelines
2. Data Collection and Use Domain (page 79)
• Collecting and Using Patient- and Community-Level
Data for Service Planning
3. Workforce Domain (page 80)
• Working with an Interpreter
• Cultural Competency Training
• Competencies for Interpreters and Translators
4. Provision of Care, Treatment, and Services Domain
(page 82)
• Improving Overall Patient–Provider Communication
• Developing Language Access Services for Patients Who
Speak a Language Other Than English
• Translating Materials into Other Languages and
Sources for Materials in Other Languages
• Respecting, Understanding, and Addressing Cultural
Beliefs
• Addressing Religious and Spiritual Beliefs and Practices
• Addressing the Needs of Patients with Disabilities
• Addressing the Needs of Patients with Physical or
Cognitive Communication Needs
• Addressing the Needs of Patients Who Are Blind or
Have Low Vision
• Addressing the Needs of Patients Who Are Deaf or
Hard of Hearing
• Addressing Health Literacy Needs
• Addressing the Needs of Lesbian, Gay, Bisexual, and
Transgender Patients
• Providing Care at the End of Life
• Cultural Competency Materials for Specific Populations
or Conditions
5. Patient, Family, and Community Engagement Domain
(page 89)
• Encouraging Patient and Family Engagement
• Engaging the Community
Many areas overlap. To prevent duplication, we have tried to
list items only once, under the section for which the resource
would most likely be sought. The resources provided here are
accurate as of May 2010.
Leadership Domain
Organization Assessment Using
Frameworks, Tools, and Guidelines
1. The Patient- and Family-Centered Care Organizational Self
Assessment Tool was developed by the Institute for Healthcare
Improvement in conjunction with the National Initiative for
Children’s Healthcare Quality. It allows organizations to
understand the range and breadth of patient- and familycentered
care elements and to assess where they are regarding
the leading edge of practice. Available at http://www.ihi.org/
IHI/Topics/PatientCenteredCare.
2. The Department of Health and Human Services Office of
Minority Health’s National Standards for Culturally and
Linguistically Appropriate Services in Health Care (CLAS)
was developed with the input of a panel of experts. These
14 standards have been used by many hospitals and health
care organizations to help guide their efforts to provide
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