WHO TO CONTACT. For more in<strong>for</strong>mation about <strong>the</strong> Multilingual Health ResourceExchange, contact Carol Berg, Public Health Manager, UCare Minnesota via email atcberg@ucare.org or (612) 676-3635.44
APPENDIX GQualified Bilingual Staff ModelKaiser PermanenteCLAS St<strong>and</strong>ards Met: 1, 2,3,4,6 <strong>and</strong> 8See page 12 <strong>for</strong> list of CLAS St<strong>and</strong>ardsISSUE. To ensure access to linguistic services at every point of contact, health careorganizations must address multiple unique encounters that span <strong>the</strong> patient <strong>and</strong> family healthcare experience. Each point of contact may be specialized <strong>and</strong> require its own level oflinguistic competency. Faced with increasing language service dem<strong>and</strong>, <strong>and</strong> in <strong>the</strong> absenceof adequate numbers of on-site qualified health care interpreters, health care organizationsare turning to <strong>the</strong>ir own diverse work <strong>for</strong>ce <strong>for</strong> practical solutions. To promote access tolinguistic services, Kaiser Permanente developed <strong>the</strong> Qualified Bilingual Staff (QBS) Modelto Identify, Qualify, Educate/Enhance, Mobilize, <strong>and</strong> Monitor an internal work<strong>for</strong>ce as a keystrategy to promote <strong>culturally</strong> competent care, improve health outcomes <strong>and</strong> reduce healthcare disparities.DISCUSSION. Kaiser Permanente is <strong>the</strong> nation’s largest nonprofit health plan, serving 8.4million members <strong>and</strong> 140,000 employees <strong>and</strong> physicians, in nine states throughout <strong>the</strong> U.S.<strong>and</strong> Washington, D.C. Kaiser Permanente has made significant progress in providinglanguage interpretation certification through its evolving Health Care Interpreter CertificateProgram. In addition, <strong>the</strong> organization has also established <strong>the</strong> QBS Model to exp<strong>and</strong> <strong>the</strong>ways it provides <strong>culturally</strong> <strong>and</strong> <strong>linguistically</strong> <strong>appropriate</strong> care services <strong>and</strong> training to its staff<strong>and</strong> providers serving limited-English proficient patients. Specifically, <strong>the</strong> QBS Model aimsto: 1) Identify work <strong>for</strong>ce capacity; 2) Qualify levels of linguistic competency; 3) Enhancelinguistic capabilities, 4) Mobilize QBS within <strong>the</strong> care system; <strong>and</strong> 5) Monitor to ensurecontinuous quality improvement <strong>and</strong> patient safety. Three levels of staff training <strong>for</strong> <strong>the</strong>model include: 1) Bilingual Staff – Language Liaison, 2) Bilingual Staff – LanguageFacilitator <strong>and</strong> 3) <strong>the</strong> Designated Interpreter. The QBS Model is complete with an internallydeveloped training curriculum, resources <strong>and</strong> materials.The QBS Model is open to all members of <strong>the</strong> Kaiser Permanente work<strong>for</strong>ce who seek toenhance <strong>the</strong>ir linguistic competency. Currently, <strong>the</strong> Model targets <strong>the</strong> plan’s thresholdlanguages including Spanish, Chinese (M<strong>and</strong>arin <strong>and</strong> Cantonese dialects), Vietnamese,Tagalog, Russian, Hmong, Punjabi <strong>and</strong> ASL. The QBS Model enhances bilingualcommunication within <strong>the</strong> staff’s scope of practice or clinical specialty. QBS staff <strong>and</strong>clinicians can serve in dual roles where one role services a functional need, <strong>the</strong> o<strong>the</strong>r alinguistic need.The Model also promotes CLAS st<strong>and</strong>ards by embedding <strong>the</strong> st<strong>and</strong>ards as a core-elementlearning objective in each level of <strong>the</strong> curriculum. It provides a systematic approach to bridgehealth practice with health training by institutionalizing a skill enhancement process thatinternal work<strong>for</strong>ce staff can use.The development of <strong>the</strong> QBS Model required <strong>the</strong> participation of national, regional, <strong>and</strong> localstaff, project leads, executives, <strong>business</strong> managers, union leaders, <strong>and</strong> community advocates.The QBS Model introduced a fundamental change in organizational culture by investing in45
![Breaking Bad News PPT[1] - Genetic Counseling Cultural ...](https://img.yumpu.com/35003134/1/190x146/breaking-bad-news-ppt1-genetic-counseling-cultural-.jpg?quality=85)
Change language