making the business case for culturally and linguistically appropriate ...

BUSINESS CASE THEMES,KEY FINDINGS AND LESSONS LEARNEDThis section discusses:• Major reasons organizations pursue CLAS in health care; and• Key findings and lessons learned with regard to implementation of CLASactivitiesWhy Organizations Initiate CLAS in Health CareWhile each of the CLAS projects documented in this report was driven by the individualorganization’s leadership, organizational characteristics and patient needs, four commonthemes emerged:1. Minority and LEP Consumers are a Business Market. In certain areas of the U.S.“minority” and LEP consumers now constitute a majority. The U.S. Census has shown aconsistent increase in the number of immigrants and LEP populations in the past 20 years,and experts forecast a dramatic increase in these populations over the next 20-40 years.Census experts estimate that by 2050 the proportion of "minorities" in the U.S. will approachand perhaps exceed 50 percent. 12 With changing U.S. demographics, health careorganizations have an incentive to implement CLAS standards and become culturallycompetent to increase their appeal to minority consumers and maintain existing patientrelationships and increase their market share today and in the future. By advertising,implementing or visually displaying services that are culturally competent, health careorganizations could attract the preferred business of specific minority and LEP groups (e.g.,the Holy Cross Family Centered Maternity Suites Project and Bilingual Discharge Classes inSpanish). Health care organizations can use the CLAS standards to draw in new consumersand retain patients who want easier and more comfortable access and quality, culturallycompetent services. As in the case of Holy Cross, offering CLAS programs to minoritypatients may also have a spill-over effect into other patient populations and may increaseoverall business.2. Government Requirements Compel Organizations to take on CLAS. Health careorganizations that want to continue receiving public funding or participate in public healthinsurance programs (e.g., Medicare, Medicaid) are required to provide services for LEPpatients by Title VI of the 1964 Civil Rights Act 13 , Presidential Executive Order 13166, andfederal regulations. Whether this means translating member materials into other languages,offering language translation and interpretation services or other similar types ofprogramming, health care organizations are compelled to participate in CLAS initiatives.Organizations may look to the examples provided in this report for program ideas to meetstate and federal requirements.3. Cost-effective Spending and Subsequent Savings. Health care organizations are facedwith increasing accreditation demands, diverse patient populations and limited resources withwhich to provide care. Organizations need to find ways to implement effective programefforts, while at the same time containing or decreasing costs associated with these programs.Culturally incompetent care is inefficient and not cost-effective long-term. At a minimum,12 Minority Population Growth: 1995 to 2050; www.mbda.gov/documents/mbdacolor.pdf13 National Council on Interpretation in Health Care; http://www.ncihc.org/policyissues.aspx24