Advanced Effective Communication, Cultural Competence, and ...

A Roadmap for Hospitals
Appendix E: Resource Guide
care in a manner that is responsive to patient’s diverse
needs and include. Four standards that reflect
requirements for the provision of language service that can
help organizations comply with Title VI of the Civil
Rights Act. Available at http://www.omhrc.gov/assets/
pdf/checked/finalreport.pdf.
3. The Joint Commission’s Exploring Cultural and Linguistic
Services in the Nation’s Hospitals: A Report of Findings
provides a comprehensive conceptual framework for
understanding hospital systems for meeting patient’s
diverse cultural and linguistic needs. It contains
recommendations for hospitals to improve their care and
a protocol for conducting interviews with key
administrative staff. Available at
http://www.jointcommission.org/patientsafety/hlc.
4. The Joint Commission’s One Size Doesn’t Fit All: Meeting
the Health Care Needs of Diverse Populations report
provides a framework and self-assessment tool for
considering how your organization is meeting its patients’
needs. Based on the premise of continuous assessment and
monitoring for improvement, this guide also provides
example practices from a study of 60 hospitals from across
the country. Available at http://www.jointcommission.org/
patientsafety/hlc.
5. A Comprehensive Framework and Preferred Practices for
Measuring and Reporting Cultural Competency from the
National Quality Forum outlines a comprehensive
framework for measuring and reporting cultural
competency. The report details 45 preferred practices for
providing culturally competent care covering a range of
issues, including communication, community
engagement, and workforce training. Available at
http://www.qualityforum.org/Publications/2009/04/
A_Comprehensive_Framework_and_Preferred_Practices_
for_Measuring_and_Reporting_Cultural_Competency
.aspx.
6. The American Medical Association’s Ethical Force ®
program used its formal consensus process to develop a
360-degree organizational communication climate
assessment toolkit (OCCAT), which was then validated in
a 4-year national field test. The OCCAT surveys and
other materials (including a Resource Guide for QI in
each domain) are available online for free at
http://www.EthicalForce.org. In addition, the Ethical
Force Program’s Improving Communication—Improving
Care resource guide includes a comprehensive framework
for considering how heath care systems support effective
communication including how to integrate these concepts
into ongoing organization quality improvement efforts.
Available at http://www.ama-assn.org/ama1/pub/upload/
mm/369/ef_imp_comm.pdf.
7. Multicultural Health Best Practices Overview from Diversity
Rx provides information about best practices in delivering
medical services to people from a wide variety of cultural
and linguistic backgrounds. Available at
http://www.diversityrx.org/best.
8. National Public Health and Hospital Institute offers
several resources including the following:
• Serving Diverse Communities in Hospitals and Health
Systems: From the Experience of Public Hospitals and
Health Systems presents the applicable strategies from
the various programs and approaches currently
underway in National Association of Public Hospitals
and Health Systems hospitals by presenting findings
and lessons learned from case studies and a focus group
and the development of a toolkit. Available at
http://www.naph.org/Publications/servingdiverse
communities.aspx.
• Assuring Healthcare Equity: A HealthCare Equity
Blueprint outlines a framework for hospitals to address
racial and ethnic disparities in health care. Available at
http://www.naph.org/Main-Menu-Category/Our-Work/
Health-Care-Disparities/EquityBlueprint.aspx.
9. The American Organization of Nurse Executives’ Diversity
in Healthcare Organizations Toolkit helps health care
leaders in supporting diversity efforts within their
organizations. It includes sections on case studies, policy
statements, educational materials, measurement standards
and assessment tools, job descriptions and performance
measures, evidence-based practice/research, recruitment
and retention strategies, statements of organizational
values, and other resources. The toolkit is an AONE
members-only benefit and can be viewed in the resource
section of the AONE Web site Available at
http://www.aone.org/aone/resource/gps.htm.
10.National Committee for Quality Assurance’s Multicultural
Health Care: A Quality Improvement Guide follows
the steps of a basic quality improvement process: assessment,
planning, implementation, and evaluation. Each chapter
contains explanatory text, information on how to follow the
process and resources and examples from a variety of
settings. Available at http://www.clashealth.org.
11.The Management Sciences for Health Web site The
Provider’s Guide to Quality and Culture is designed to help
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