Communication Engagement & Experience Strategy
Montefiore Medical Centre Cultural Competency Program
The case study in question pertains to Montefiore Medical Centre. A New York City-based academic medical center that is known for creating an integrated care system for its mainly low-income patients. This patient-centered system of community clinics, hospitals, and school-based clinics utilizes specialty hospital care and employees that are motivated towards care management and robust health information technology in implementing integrated care. Part of this integrated care is the support of patients with communication deficiencies ranging from hearing loss to speaking languages other than English. In the U.S, roughly 28 million people are affected by hearing loss, while 47 million Americans do not speak English at home (Coupey et al., 2016). Because of this, health care workers will inevitably interact with patients and their family members that either have limited English proficiency or hearing loss. This organization has concentrated resources in learning about its diverse range of patients and ensuring that their needs will be met.Communication Engagement & Experience Strategy
According to The Commonwealth Fund, Montefiore Medical Centre has two Bronx hospitals, a bank of bilingual staff members, and volunteer interpreters representing about 44 languages (Chase, 2010). Apart from these individuals, over 150 languages are available through a contracted service to patients that require it. These services are provided through the use of technology in the form of splitters and dial telephone handsets used with portable phones. In the event that an interpreter representing a particular language is absent, alternative services are sought. These include interpreter services such as LanguageLine Solutions. Translation services at Montefiore Medical Centre are offered when obtaining patients’ medical history, obtaining descriptions of injuries and ailments, giving prognoses and diagnoses, and discharging patients (Chase 2010).
ORDER A PLAGIARISM -FREE PAPER NOW
Montefiore Medical Centre is also known for the vast amount of resources deployed to accommodate patients with hearing deficiencies and those who do not speak English. Where patients who are deaf and hard of hearing are concerned, the facility offers medical staff and volunteers training on teletypewriters, or TTYs that help people who are hard of hearing communicate via the telephone. The hospital also has in place closed captioning equipment, communication cards, and pocket takers. Training is also available on sign language. Within the organization also works with experts to train volunteers and health officials in different languages. This is especially the case for those seeking to learn Hispanic languages because Hispanics and Latinos make up 48.4% of the Bronx population.Communication Engagement & Experience Strategy
Montefiore Medical Centre also offers a variety of staff training initiatives that promote patient engagement and communication as tools for fostering cultural competence. These health literacy resources range from patient engagement resources to resources on stigma and trauma-informed care resources. Furthermore, the organization offers courses on cultural awareness and sensitivity and organizational cultural competence to allow staff to better integrate care for its diverse patients (Azad and Hart 2017).
The Commonwealth Fund (2010) has labeled the Montefiore Medical Centre cultural competency program a success. It is stated that while the organization gets 80% of its funding from Medicaid and Medicare, it has been able to achieve organizational and financial stability. This is majorly due to its cultural competency and integrated approach to care. For the above reason, this response understands the program to have no discernible deficiencies and gaps that have negative implications for its patient engagement and communication strategy.
This response recommends that the Montefiore Medical Centre Cultural Competency Program be expanded to include all the organization staff. This is because while patients who do not speak English can easily be treated due to translators’ availability, the same cannot be said for patients with administrative inquiries. For instance, when a patient calls seeking clearance with a billing issue, they should be put in touch with translators in these departments. Furthermore, this will aid in community relations as a significant number of people living in the Bronx do not speak English at home.
When it comes to disease prevention and health promotion strategies, this response recommends the use of holistic care to enhance patient experiences and outcomes. Holistic care is based on the premise that treating a person should involve the treatment of the whole person and not just their body. This will see the organization research and implement alternative and contemporary medical practices such as naturopathy, Ayurveda, and acupuncture that will improve patient outcomes. Communication Engagement & Experience Strategy
The recommended approach to community health will involve advocating for policies that enhance partnerships with organizations that positively impact health. As stated, the majority of the funds from Montefiore Medical Centre come from Medicare and Medicaid. This means that not much surplus exists to participate in community health initiatives. However, with policies in place that allow other public and private organizations to offer affordable care and intervention for public health issues, Montefiore Medical Centre can participate. For instance, the organization can partner with not-for-profit organizations to offer public education on chronic illnesses such as diabetes, their risk factors, prevention, and health maintenance practices.
References
Azad, N., & Hart, E. (2017). The Medical Home Transformation. Journal of Health Science, 5, 128-134.
Coupey, S. M., McEvoy, M., Myers, D. C., & Marzan, M. (2016). Preparing Einstein Students to Practice in Twenty-first Century Medicine. Einstein Journal of Biology and Medicine, 20(2), 71-77.
Chase, D. (2010). Montefiore Medical Center: Integrated Care Delivery for Vulnerable Populations. The Commonwealth Fund. Retrieved from https://www.commonwealthfund.org/sites/default/files/documents/___media_files_publications_case_study_2010_oct_1448_chase_montefiore_med_ctr_case_study_v2.pdf
Communication Engagement & Experience Strategy