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linguistically appropriate services for LEP individuals. In addition, the health plan points toan increase in organizational branding, document recognition and understanding, helping itsmembers make more informed decisions about their health care needs. Additionally, thetranslated forms found on the Web Repository have led to increased compliance with Federaland State regulations. L.A. Care has also been able to generate an unforeseen benefit ofincreases in numbers of registrants for California Medical Association's Certification inContinuing Medical Education, specifically for bilingual health care workers and culturalcompetency.LESSONS LEARNED/NEXT STEPS. Due to the dynamic nature of the project, theRepository continues to add new translated materials. L.A. Care conducts regularassessments of its providers’ and members’ cultural and linguistic needs and access to careissues. In response to needs, L.A. Care develops and enhances its cultural and linguisticservices and programs for its participating providers. L.A. Care encourages the use of theRepository by other health plans, medical groups, provider clinics, and community basedorganizations in need of translated materials in multiple languages to facilitate patient care.WHO TO CONTACT. For more information about the Web Repository Project, contactJennifer Cho, Manager of the Cultural & Linguistic Services Department, at L.A. CareHealth Plan via email at jcho@lacare.org or at (213) 694-1250 Ext. 4327.60
APPENDIX N- GlossaryCLAS standards. The collective set of CLAS mandates, guidelines, and recommendationsissued by the HHS Office of Minority Health intended to inform, guide, and facilitaterequired and recommended practices related to culturally and linguistically appropriate healthservices. (OMH, 2000)Cultural Competence. Having the capacity to function effectively as an individual and anorganization within the context of the cultural beliefs, behaviors and needs presented byconsumers and their communities. (OMH, 2000)Culture. “The thoughts, communications, actions, customs, beliefs, values, and institutionsof racial, ethnic, religious, or social groups. Culture defines how health care information isreceived, how rights and protections are exercised, what is considered to be a health problem,how symptoms and concerns about the problem are expressed, who should provide treatmentfor the problem, and what type of treatment should be given. In sum, because health care is acultural construct, arising from beliefs about the nature of disease and the human body,cultural issues are actually central in the delivery of health services treatment and preventiveinterventions. By understanding, valuing, and incorporating the cultural differences ofAmerica’s diverse population and examining one’s own health-related values and beliefs,health care organizations, practitioners, and others can support a health care system thatresponds appropriately to, and directly serves the unique needs of populations whose culturesmay be different from the prevailing culture” (OMH, 2000; Katz, Michael. PersonalCommunication, November 1998).Culturally and Linguistically Appropriate Services. Health care services that arerespectful of and responsive to cultural and linguistic needs. (OMH, 2000)Interpreter. A person who translates orally from one language to another. (OMH, 2000)Translation. Translation entails transferring ideas written in text from one language (thesource language) to another (the target language). (Planning Culturally and LinguisticallyAppropriate Services: A Guide for Managed Care Plans, CMS, 2000)61
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MAKING THE BUSINESS CASE FORCULTURA
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PREFACEToday there are more than 30
Page 7 and 8:
Major Themes• Minority and LEP Co
Page 9 and 10: INTRODUCTIONHighlights:• Overview
Page 12 and 13: NATIONAL STANDARDS FORCULTURALLY AN
Page 14 and 15: hospital’s culturally diverse pat
Page 16: equiring interpretation, clinical a
Page 19 and 20: CLAS BUSINESS CASE PROJECTS AND RES
Page 22 and 23: ProjectOrganizational SettingCLAS A
Page 24 and 25: BUSINESS CASE THEMES,KEY FINDINGS A
Page 26 and 27: specific purpose can result in larg
Page 28 and 29: CONCLUSIONS AND RECOMMENDATIONSThe
Page 30 and 31: APPENDICESAppendix A: Bilingual Emp
Page 32 and 33: continues to provide linguistically
Page 34 and 35: start for the children at YCHC. The
Page 36 and 37: patients. This has become an attrac
Page 38 and 39: information exchange. For example,
Page 40 and 41: • Technology: A dedicated web sit
Page 42 and 43: APPENDIX FMultilingual Health Resou
Page 44 and 45: WHO TO CONTACT. For more informatio
Page 46 and 47: its internal expertise to meet the
Page 48 and 49: Remote Video/Voice MedicalInterpret
Page 50 and 51: APPENDIX IStaff Volunteer Interpret
Page 52 and 53: APPENDIX JTeleSaludMolina Healthcar
Page 54 and 55: APPENDIX KTraditional Safety Net Te
Page 56 and 57: Training for Interpreters in aHealt
Page 58 and 59: and training purposes. From 2001 th
Page 62 and 63: APPENDIX O- Project MethodologyThe
Page 64: A Family Physician's Practical Guid
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