Cultural Competency and Patient Satisfaction: A Pilot Training Project

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

7. Timeline

8. 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

9. Educational Strategy • Multimodal Assessment • Global pre and post test: attitude, behavior • Pre and post testing over each module • Patient satisfaction • Physician Support

10. Questions? Gabriela Flores Truman Medical Centers Language Interpreter Services 816-404-1240 Gaby.flores@tmcmed.org