CHA Allied Health Mini-Grant Final Report

February 4, 2011 Community Hospital of the Monterey Peninsula Patricia Rutowski, Educational Services Director

Thank You

    California Hospital Association California Endowment Monterey Adult School: Principal, Ann Kilty Pronunciation Instructor, Stefani Mistretta ESL Instructor, Dan Cutler Spanish for Healthcare Providers Instructor, Sherry Felten Doctors

Community Hospital of the Monterey Peninsula

    Located in Monterey, California 205 active beds, 250 bed capacity – over 50,000 outpatients through ED annually 2000 employees Somewhat diverse staff and patients: ranging from affluent predominantly Caucasian residents of Pebble Beach and Carmel, to the ethnically diverse communities of Seaside, Marina and even the Salinas Valley. Service area is 20% Hispanic.

Origin of the Proposal

   Need to educate staff and volunteers to work with people from all walks of life and with many languages Intention to develop the language abilities of diverse employee population so they can progress through the institution Desire to maintain and enhance existing ESL class offerings at the hospital through Monterey Adult School partnership

Origin of the Proposal (cont)

 Intention to fulfill staff requests for Pronunciation and Spanish for Healthcare Provider classes  Need to address staff language interpreter issues

Accomplishments

  Zoomerang Needs Assessment of language development needs sent to all staff. 231 responses (46 managers and 184 staff); 20 non-English first languages spoken at CHOMP Adult School Classes offered at CHOMP:  One six-week ESL class for five staff, October/November/December   Three Spanish for Healthcare Provider classes providing nursing CEUs in April/May for 16 people, July/August for 13 people, and October/November for 13 people One nine-week “Music of English “ Pronunciation class for five staff , June/July/August

Accomplishments (cont)

   Cultural Competency inservice plan using a 16 minute video,

Cultural Competency: Just Good Healthcare

January 2011 developed and piloted with 90 Auxiliary volunteers, June 2010 and

Cultural Competency: Just Good Healthcare

video incorporated into house-wide orientation for about 80 new staff in 2010 “Managing Diversity” class provided for 16 staff in June, to be offered again in April 2011

Accomplishments (cont)

  Laminated “Bar Charts” (Spanish medical conversation, Spanish vocabulary, medical terminology basics, medical terminology, medical terminology: the body, anatomy, anatomia) provided each class member; remaining sets given to nursing units for staff reference Groundwork laid to address the Joint Commission standards for Patient-Centered Communication

Impact: Beyond the Numbers

“The class is a positive turning point in my life. All my pronunciation faults were uncovered and help in correcting them received.” Pronunciation Class, Summer 2010 P

Impact: Beyond the Numbers (cont)

    “Stefani is wonderful at teaching this class; she is aware of our needs in pronunciation. This class is exactly what I was looking for, and I hope it will be offered again in this hospital.” “Thanks to Stefani, my fear of pronouncing English as a second language is gone. Her material and dedication helped me so much.” Auxiliary Services are asking for more diversity training.

On a recent Employee Engagement Survey, the hospital ranked in the 90 th percentile for satisfaction with staff Education and Development opportunities.

Obstacles Encountered

   Benchmarking and staffing reductions led to managers being unable to send staff to classes during work hours as well as fewer staff meetings and departmental inservice opportunities.

Because of diverse staff schedules, identifying times when multiple people could take a class was very difficult.

Administration was not ready to begin discussions about formalizing the employee language interpreter program and providing inservice hours for training.

Next Steps

 We will continue to provide ESL and Spanish for Healthcare Providers as possible.

 We will develop another class format for Pronunciation and encourage and support individuals in arranging individual or small group instruction with the same provider.

Next Steps (cont)

  We will continue to roll-out the Cultural Competency inservices housewide, either as an online module or in classroom format, in order to address Patient-Centered Communication standards from The Joint Commission.

We have already convened a work group to develop a plan for identifying, training and assessing competency of employees as language interpreters, as well as identifying other resources to assist with this effort.

Thank you again!