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APPENDIX O- Project MethodologyThe Alliance of Community Health Plans (ACHP) Foundation with funding from the WhitehouseStation, NJ-based Merck Company Foundation (the philanthropic arm of pharmaceutical companyMerck & Co., Inc.), undertook an assessment to provide information about CLAS projects thatproduced a business benefit so that organizations pursuing CLAS in health care would haveinformation for planning and decision-making about implementation of CLAS in their organizations.In 2005, ACHP empanelled an advisory committee of health plan and other experts in CLASactivities to help guide the process of collecting from health plans and other health careorganizations information that identifies benefits that have been realized from implementation ofCLAS Standards-related projects. The meeting focused on both descriptive and quantitativeinformation available. ACHP used the partners to help identify: 1) important topics to address, and2) the kinds of information available in their plans or organizations (or elsewhere) that could beincluded in this project. This group included ACHP member plans, non-member health plans andproviders, and others with a history of substantial involvement and success in CLASimplementation.Early tasks for this project included a review of existing literature. Selected materials wereannotated and shared among ACHP staff and used to inform interview questions and design abusiness case study format. In addition, staff reviewed notes and discussions from the ACHP CLASadvisory committee from 2005. A broad list of organizational contacts were developed using peerrevieweddocuments, internet search using “CLAS” and health as key words, news articles aboutclinics implementing language interpretation services for LEP, attendance to national conferencesand contacts from CLAS experts in the field.Through these activities, ACHP identified 42 projects that have been documented in the literaturefor engaging and implementing CLAS standards (with 90% primarily documented forinterventions in language access services, CLAS Standards 4 through 7). All Forty-two projectswere contacted. Many of the projects did not have information on the costs and benefits of theirinitiatives and as a result were not considered further for the ACHP project. Of the list of 18projects, 13 projects were selected for business case analysis and highlighted in this report.ACHP developed a one page questionnaire and provided it to each participating organization toaccess the depth of information available. Organizations highlighted include managed careorganizations, hospital systems and a rural community pediatric clinic. Comprehensive telephoneand in-person interviews were conducted as well.ACHP project staff worked with health care organizations to obtain and develop relevantinformation from their experience in implementing CLAS. Such information ranged frominformation about system changes that promoted improved quality in service delivery, toquantifiable results from CLAS implementation that affect reduction of disparities or achievefinancial business objectives.Following the design and completion of the 13 business cases, each case was presented to a smallcommittee of health professionals for external review. This final report was also reviewed by thesame external committee.62
APPENDIX P- CLAS Resource & LinksAgency for Healthcare Research and QualitySetting the Agenda for Research on Cultural Competence in Health Care. U.S. Departmentof Health and Human Services Office of Minority Health and Agency for HealthcareResearch and Quality http://www.ahrq.gov/research/cultural.pdfCenter for Medicare and Medicaid ServicesCenters for Medicare & Medicaid Services: M+C National Quality Assessment PerformanceImprovement (QAPI) Program. Planning Culturally and Linguistically Appropriate Services:A Guide for Managed Care Plans http://www.achp.org/library/download.asp?id=6999 , andProviding Oral Linguistic Services: A Guide for Managed Care Plans, Center for Medicareand Medicaid Services http://www.achp.org/library/download.asp?id=7000Health Resources Services AdministrationCultural Competence Works: Using Cultural Competence To Improve the Quality of HealthCare for Diverse Populations and Add Value to Managed Care Arrangements. HealthResources and Services Administration, U.S. Department of Health and Human Services,2001 http://www.hrsa.gov/financeMC/ftp/cultural-competence.pdfIndicators of Cultural Competence in Health Care Delivery Organizations: AnOrganizational Cultural Competence Assessment Profile. Health Resources and ServicesAdministration U.S. Department of Health and Human Services, April 2002.http://www.hrsa.gov/OMH/cultural1.htmOffice of Minority HealthA Patient-Centered Guide to Implementing Language Access Services in HealthcareOrganizations. http://www.omhrc.gov/Assets/pdf/Checked/HC-LSIG.pdfA Practical Guide for Implementing the Recommended National Standards for Culturallyand Linguistically Appropriate Services in Health Carehttp://www.omhrc.gov/assets/pdf/checked/CLAS_a2z.pdfDeveloping a Self-Assessment Tool for Culturally andLinguistically Appropriate Services in Local Public Health Agencies. US Department ofHealth and Human Services; Office of Minority Health; December 2003.http://www.omhrc.gov/assets/pdf/checked/LPHAs_FinalReport.pdf63
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MAKING THE BUSINESS CASE FORCULTURA
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PREFACEToday there are more than 30
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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 60 and 61: linguistically appropriate services
Page 64: A Family Physician's Practical Guid
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