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Cultural Competency and Patient Satisfaction: A Pilot Training Project. September 24, 2008 6 th National Conference on Quality Health Care for Culturally Diverse Populations Gabriela Flores, BA, MSM Tim Hickman, MD, MEd, MPH

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cultural competency and patient satisfaction a pilot training project
Cultural Competency and Patient Satisfaction:A Pilot Training Project

September 24, 2008

6th National Conference on Quality Health Care for Culturally Diverse Populations

Gabriela Flores, BA, MSM Tim Hickman, MD, MEd, MPH

Director, Language Access Director, Cultural Competency Curriculum

Truman Medical Centers UMKC, School of Medicine

project hypothesis
Project Hypothesis
  • Goal: To provide enhanced cultural competency training to staff and clinicians, which will yield improved patient satisfaction scores for that clinical area
  • Outcome: To demonstrate the organizational value and impact of cultural competence training in direct relation to patient experience
    • New research shows that patient satisfaction can be a proxy for health outcomes
project partnership
Truman Medical Centers

Urban Core Safety Net Hospital

Busiest Emergency Dept. in the city – 60,000 visits per year

Diverse patient population

2007 = 41,237 language services

Primary Teaching Hospital for UMKC - SOM

University of Missouri-Kansas City School of Medicine

6 year medical program, which admits high school grads

Clinical rotations begin in year 3 at Truman

Docents round with students to inpatients and provide direct supervision in primary care clinics

Project Partnership
project funding
Project Funding
  • TMC Diversity Council and UMKC-SOM applied jointly for funding from Health Care Foundation of Greater Kansas City
  • Project was awarded $45,000 to implement pilot in clinical area
project overview
Project Overview
  • Deliver cultural competence training to all staff in one General Medicine clinic (physicians, residents, medical students, nurses and staff)
    • Multiple short training modules over a period of time
  • Utilize two similar General Medicine clinics as comparison groups
    • No training intervention in these clinics
project overview6
Project Overview
  • Administer Press Ganey patient satisfaction surveys in all three Medicine clinics
    • Monitor baseline satisfaction data prior to implementation
    • Monitor improvements in Intervention clinic’s patient satisfaction scores once training begins
educational strategy
Educational Strategy
  • Longitudinal Training
    • 8-10 Training modules of relevant cultural competency topics
  • Multidisciplinary training
  • User Friendly
    • Each module will be repeated 8-9 times during the month
    • Short lecturette and practical application activity
educational strategy9
Educational Strategy
  • Multimodal Assessment
    • Global pre and post test: attitude, behavior
    • Pre and post testing over each module
    • Patient satisfaction
  • Physician Support
questions
Questions?

Gabriela Flores

Truman Medical Centers

Language Interpreter Services

816-404-1240

Gaby.flores@tmcmed.org