1 Karen B. Lennon, M.S. SVP, External Affairs Community Liaisons: Bridging the Cultural Gap in...
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Transcript of 1 Karen B. Lennon, M.S. SVP, External Affairs Community Liaisons: Bridging the Cultural Gap in...
1
Karen B. Lennon, M.S.SVP, External Affairs
Community Liaisons:
Bridging the Cultural Gap in Health Care
2Total # of people served in 2009 - 482,917
3
LHC Diversity Video
Copies are in your folders
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Demographics*: Ethnicity & Poverty Rate
Ethnicity
Latino/Hispanic 37%
Chinese 27%
Orthodox Jewish 10%
Arabic 7%
Russian 7%
Poverty Rate
Southwest Brooklyn 22.2%
United States 12.4%* Source 2000 Census Data
28% of Residents Live Below 100% Federal Poverty Level
* Lutheran Family Health Centers and Lutheran Medical Center
Brooklyn’s
Chinatown:
Fastest Growing
Population In
Brooklyn
Largest Arabic Community In NYC
Largest Latino Population In Brooklyn
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What is Cultural Competence?
A set of attitudes and skills necessary to work effectively with patients from diverse cultural or linguistic backgrounds The ability to respect your patients’ cultural beliefs The ability to adapt your practice style
“We all came on different ships to the U.S. but we're all in the same boat now!”
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We Are a National Leader in Cultural Competence
• Vice President of Cultural Competence
• SVP, Mission and Spiritual Care
• Chinese Nursing Units at Medical Center & Lutheran Augustana
• Brooklyn-Chinese Family Health Center
• Caribbean-American Family Health Center
• Mosque, chapel and Bikur Cholim room
• Latin, halal, kosher and Chinese meals
• Spiritual Leaders On Call Service (Priest, Rabbi, Imam, etc.)
• Multilingual & Multicultural staff including Patient Relations
• Chinese Patient Rep in ED
• Community Liaisons
• Cultural Diversity Task Force Committees
• All signage/forms in 6 languages
• On site literacy review and translation services
• Modesty gowns
• Newspapers and television in Chinese, Spanish,Russian and Arabic
• Sabbath elevators
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LHC is the largest employer in the community. Our employees reflect our patient population:
LHC: STAFF LANGUAGES - 2009
Spanish24%
English39%
Other21%
Arabic2%
Chinese8%
Russian5%
Italian1%
LHC: PATIENTS BY LANGUAGE - 2009
Chinese6%
Arabic1%
Other4%Russian
1%
Spanish30%
English58% We celebrate 30 ethnic and
religious holidays
We speak 73 languages
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How Cultural Competence Works Throughout the LHC System
HPChinese
Unit
Senior Housing# Chinese Residents
LMCChinese Unit
LACChinese Unit
LFHCBrooklyn – Chinese
Site
LHCChinese Advisory
Committee
Brooklyn’s Chinatown
Fastest Growing Population
in Brooklyn
Cultural Celebrations
Physician Training
Eastern / Western MedicineChinese Speaking Physician Directory
Chinese Community Liaison
35% of our Senior Housing
Residents are Chinese
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Community Relations Department - BEFORE
SVP External Affairs
Director of Marketing
Community Relations Associate
OrthodoxJewish
Community Liaison
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Community Relations Department - CURRENT
SVP External Affairs
Director Marketing and Community Relations
Arabic Community Liaison
Orthodox Jewish Community Liaison
Chinese Community Liaison
VP Cultural Competence
Director Patient Relations
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Patient Relations
ommunity RelationsPhysician Relations
Patient Relations
Community Relations
Physician Relations
Community Liaisons
• Proactive Problem Solving / Follow-up
• Patients
• Family
• Physicians
• Community
• Interpretations / Translations / Literacy Review
• Cultural Expertise
• Effective placement of sponsorship & advertising dollars
• Effective management of community groups
• Relationship Building
• Politics
• Reputation
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Success Stories• Proactive identification of problems ensuring faster and culturally
competent responses and resolutions.
• Improved community perception: patients strategic community partners coordination of community events participation in cultural task force meetings & events communication between health care providers and spiritual leaders marketing/sponsorship impact/effectiveness media relations / access
• Improved staff satisfaction staff resources timely problem solving timely interpretations
• Improved Provider Relations
identification/troubleshooting of patient flow issues LHC physician communication ED physician communication patient/family physician communication
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Challenges• Budgetary Constraints
– Limited Number of Communities Represented– Time Constraints
• One Liaison = 24/7 On Call• Vacation/sick/leave coverage
• Organizational Structure– 3 Areas of Expertise / 3 Supervisors– Cross Training– Fluid Role Boundaries – When to Hand Off / Escalate– Focus on increased communication
• Cultural Understanding / Tolerance• Verbal / Written Language Barriers
• Recruitment– Unique skill set needed
• Patient Relations• Physician Relations• Community Relations
– Community Reputation/ Perception– Religious Based Ethics / Law / Compliance /
Patient Confidentiality
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What’s Next
• Further Development of Current Role Training Patient Relations Liaison Teamwork Staff / Provider Recognition / Usage
• Expand Program To Include:– Latino/Hispanic– Russian– Geriatric