For your patient case

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For your patient case
1. What are your patients learning needs,
abilities, preferences, and readiness to
learn? 2 How would you determine if your
patient has cultural and religious practices
that impact their care? What about
cognitive limitations or language barriers?
Working by Our Credo
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Some differences are visible others
hidden, unknown.
Our population is diverse
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Differences come from race, gender, age,
politics, religion, sexual orientation, income
level, birth country, language, etc.
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Our credo has special meaning
for people who speak or read limited English
for people with hearing or other sensory
impairments
for people from cultures with traditions
different from our own
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We provide excellence in health care for all of
our patients.
Credo
We treat patients and each other as we wish to be
treated.
We continuously evaluate and improve our
performance.
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Credo
We provide excellence in health care for all of
our patients.
We treat patients and each other as we wish to be
treated.
We continuously evaluate and improve our
performance.
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C
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Caring Culture
Working by Our Credo
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Our patientsare here for CARECARING
Caring Culture
Working by Our Credo
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Be aware of how you show you care.
A kind voice, body language, facial expression -
a genuine smile goes across language barriers.
This might be the patients first time in a
hospital or modern clinic.
Caring Culture
Working by Our Credo
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C
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Recognize Respect Needs
Working by Our Credo
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Observe listen
Ask anticipate interpreter requirements
Clarify confirm dates, locations, names
Recognize Respect Needs
Working by Our Credo
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You might be the first point of access for a
patient who needs an interpreter during their
treatment. Make sure their needs get identified
into the system...
Recognize Respect Needs
Working by Our Credo
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Sometimes a patient brings a friend or family
member as their interpreter.
Clinic receptionists are instructed to contact
Patient Affairs to assess the proficiency of the
interpreter.
Recognize Respect Needs
Working by Our Credo
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Language and interpreter needs are reflected on
the face sheet in the front of the inpatients
chart.
This information also goes on the nursing
assessment sheet.
Recognize Respect Needs
Working by Our Credo
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Patient Affairs is contacted if a patient has
limited English, does not have their own
interpreter, or refuses our interpreter services.
Recognize Respect Needs
Working by Our Credo
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C
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Evaluate Options Resources
Working by Our Credo
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- Office of Patient Affairs, 2-6154
CONSULTATION PROBLEM SOLVING
- Hospital Administrator on-call
Evaluate Options Resources
Working by Our Credo
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24/7 Services

• Optimal Phone Interpreters (OPI) has been chosen
  as Vanderbilts telephonic connection to over 200
  languages when you have a need to communicate
  with Limited English Speakers.
• www.OptimalPhoneInterpreters.com 
  
• - Coordinator for Interpreter Services, 2-SERV
  (2-7378)- League for the Hearing Impaired,
  248-8828

Evaluate Options Resources
Working by Our Credo
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RESOURCES
- Hospital Policy 10-07Communication with
Patients, Families, and Visitors
- Patient Affairs Website
- Cultural Religious Manual available in
patient care areas
- Learning Center Website some patient
education materials available in Spanish
- EZ-TV video-on demand system available to
in-patients, some videos in Spanish
Evaluate Options Resources
Working by Our Credo
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C
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Deliver Service with a Difference
Working by Our Credo
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Look for opportunities to make a real difference
for a patient families using behaviors that
recognize and respect their individual needs.
What action will you take to help patients whose
needs go beyond the routine?
Deliver Service with a Difference
Working by Our Credo
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How will you help patients with--
- understanding compliance with Hospital
policy regarding family visitors
- unspoken concerns of patients
- limited English proficiency
- culture/customs about healthcare
Deliver Service with a Difference
Working by Our Credo
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Common Pitfalls.
Interpreting is more complicated than you
expect. Its NOT something anyone can do.
Clarify understanding with repeating back to you.
Translated written materials must be examined by
someone competent to speak and read the language
being translated to.
Literal word for word translation may not
communicate what you are intending.
Communicate and involve the team.
Working by Our Credo
Deliver Service with a Difference
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C
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Opportunity to Take Ownership
Working by Our Credo
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Individuals departments around the medical
center have unique challenges and make unique
contributions in serving our patients.
What challenges are common or unique to your
department?
Opportunity for Ownership
Working by Our Credo
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The Learning Center Web sitehttp//www.mc.vanderb
ilt.edu/learning-center/pt_ed.html
Publications and videos for patient education.
Some materials available in Spanish.
Evaluate Options Resources
Working by Our Credo