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

its internal expertise to meet the needs of linguistically diverse populations. The QBS Modelwas initiated in 2003 and has gained momentum as it is replicated within the organization indifferent regions. The QBS Model complies with the CLAS standards and federal and statemandates such as Title VI of the Civil Rights Act of 1964.BENEFITS/RESULTS.The QBS Model has been successfully implemented in Northern California, the Mid-AtlanticStates, Georgia and Southern California Regions. Kaiser Permanente Regions have beenexceptionally successful in the implementation of the QBS Model. The QBS Model has beenrecognized both internally (recipient of Kaiser Permanente’s prestigious internal R.J.Erickson Award) as well as externally (recognition by patient rights leaders, advocates, andcommunity organizations.)In 2006, the QBS Model Program received the NCQA Recognizing Innovation inMulticultural Health Care Award.Northern California Region (3.2 million members):• Implemented the QBS Model in 2003;• Trained 75 Level 1 trainers and 50 Level 2 trainers;• Implemented in 51 medical offices throughout Northern California;• Completed 6,173 assessments as of April 30, 2006;• Assessed and trained 3060 QBS staff with approximately 1,517 Level 1 and 1,543Level 2;• Provided over 388 QBS Level 1 training and 119 Level 2 training sessions since theprogram’s inception in 2003;• Increased cultural and linguistic capacity for Spanish, Chinese, Vietnamese, Russian,American Sign Language, Tagalog, Hmong, and Punjabi speaking staff; and• Collaborated with four main labor unions.Mid-Atlantic States Region - Washington D.C, Virginia, and Maryland (500,000 members):• Implemented the QBS program in 2004;• Trained eight certified facilitators;• Implemented in 22 facilities;• Trained 102 QBS staff with approximately 15 Level 1 and 87 Level 2; and• Increased cultural and linguistic capacity for Spanish, Chinese, and Vietnamesespeaking staff.LESSONS LEARNED/NEXT STEPS. Kaiser Permanente plans to add additionallanguages into the QBS Model depending upon patient demand. The QBS Model continuesto flourish in an environment of strong organizational commitment and continues to gainmomentum in regions that recognize potential program benefits. The Model will continue tosucceed as a viable and cost-effective solution to meeting the needs of Kaiser Permanente’sdiverse multilingual and multicultural population, reducing the need to outsource serviceswhile maintaining the health plan’s standards. Leadership at the various Kaiser PermanenteRegions throughout the country, coupled with collaboration and agreements with partneringlabor unions reinforce the effort to develop the linguistic competency of internal staff.46