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Extra resources for Advancing Effective Communication,Cultural Competence, and Patient- and Family-Centered Care

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Language services that meet patient communication needs promote quality and safety. * • Define qualifications for language interpreters and translators to comprise a combination of language proficiency assessment, education, training, and experience. † • Conduct an assessment of language proficiency in both English and the target language for language interpreters and translators, or contact an external vendor to perform language proficiency assessments for these individuals. • Promote ongoing training and educational opportunities for language interpreters and translators.

Encourage staff to improve their overall communication skills, including communication between patients and providers and communication between providers. • Address unique patient needs in relevant policies and procedures (for example, visitation, access to chosen support person, nondiscrimination). † ❑ Identify staff concerns or suggested improvements for providing care that meets unique patient needs. The hospital relies on its staff to communicate effectively and provide culturally competent, patient- and familycentered care.

Incorporate the issues of effective communication, cultural competence, and patient- and family-centered care into new or existing staff training curricula. ❑ Identify staff concerns or suggested improvements for providing care that meets unique patient needs. The next sections include both recommended issues to address during organization readiness (with check boxes) and practice examples (with round bullets) for the five domains of organization readiness. While the recommended issues present broad, overarching concepts that all hospitals should Data Collection and Use ❑ Conduct a baseline assessment of the hospital’s efforts to meet unique patient needs.

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