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2. Diversity and Disparities Webinar August 29, 2012 Sponsored by IFD and HRET

13. Executive Leadership CouncilDiversity Leadership Council Diversity and Inclusion at Rush Charting the path 2012 – 2016 Key components: Commitment Metrics Accountability Communication

16. Rush Vision for Diversity &Inclusion Rush University Medical Center will be a diverse and inclusive patient care, educational, research and community service institution of the highest caliber. As evidenced by:  • A commitment to diversity as a valued component of our organizational strategy. • A dedication to achieving a workforce, faculty, and student body that is reflective of the communities, patients and region we serve, and is demonstrated through the behaviors of the entire organization. • A culture of excellence that fosters an environment of equality and respect for those who work at Rush, those whom we care for, those whom we educate, those who benefit from the scientific advances we achieve, and those with whom we interact in our surrounding communities.

22. Cultural Competency and Engaging Communities • understand the linguistic and cultural background of the community, • promote cultural competency as an institutional priority, • meet the needs of a diverse patient population. • Three representative examples at Rush: • Interpreter Services: program and progress • People with Disabilities: ADA Taskforce • LGBT Community: Healthcare Equality Index

23. Cultural Competency and Engaging Communities • understand the linguistic and cultural background of the community, • promote cultural competency as an institutional priority, • meet the needs of a diverse patient population. • Interpreter Services • program and progress

24. Interpreter Services Past, Present, and Future Rush University Medical Center

25. Interpreter Services Pre 2002 • Prior to 2002 there were no centralized or formal interpretation services. • Interpretation was facilitated by ad-hoc interpreters (bilingual staff or family members). • Staff were pulled from normal duties • Inefficient medium of interpretation • Possibility of communication misunderstandings and errors, leading to patient safety issues

26. Rush Interpreter Services • Interpreter Task Force created in 2000 • 24 multidisciplinary members • Collaboration with other major medical centers • Reviewed and updated Language Access Policies • Conducted Needs Assessment • Findings and recommendations presented to Senior Leadership • Approved the hiring of three Spanish Interpreters • Centralized Language Services

27. Major Accomplishments

28. Interpreter Services Today In-House Staff Spanish and Polish Interpreters On-site interpretation Dual headset phones Internal line for staff to directly access over the phone interpretation Conference calls with patients families Written translation Auxiliary aids for the hearing, vision and speech impaired

29. Interpreter Services Today Auxiliary Aids Speaker Phone Sound Amplifier Communication Board TTY Magnifier Reading Glass

30. Interpreter Services Today Access to Agency Services • Access to on-site interpretation of 40 languages • Access to over 200 languages through over the phone interpretation • Top languages include: • Spanish, Polish, Mandarin, Cantonese, Arabic, Russian, and American Sign Language

31. Interpreter Services Today 113,632 Requests for language services provided by Rush Interpreters in 2011

32. Interpreter Services Today • National Certification of all Staff Interpreters • Certification Commission for Healthcare Interpreters (CCHI) • Certified Healthcare Interpreter - CHI (Spanish) • Associate Healthcare Interpreter – AHI (Polish) • First hospital in Illinois to have all interpreters certified at the highest level of certification

33. Improving the Patient Experience Crucial elements of the cultural competency portion of the Magnet Award application • Collaboration with Clinicians • Charge nurse workshops • Nursing competency training • In-services in patient care areas • Residency orientation • Patient Special Services • Collaboration with Rush University • Geriatric Interdisciplinary Team Training (GITT) • Food & Nutritional Services Community Outreach

34. Improving the Patient Experience • Translation of Wayfinding Signs • Patients reviewed translations prior to posting • Multilingual information on Inter/Intranet • Consent forms and Information sheets • Health Information • Patient Guide • Events

35. The Future of Interpreting Services • Interpreter services will be expanding to video remote interpretation (VRI) services • Provides almost instant access to interpreters • Improves interpreter efficiency • Allows staff interpreters to provide services to more limited English proficiency (LEP) patients

36. Interpreters at Rush Spanish cont. • Carolina Gómez • Mayra Navarrett • Cesar Mendoza • Iván Salvador Polish • PawelSmal Spanish • Carlos Olvera • Ricardo Kirgan • Ana CamposAparicio • Lucia Flores • Rocio Rosiles • DebraMoughamian • Guadalupe García

37. Cultural Competency and Engaging Communities • understand the linguistic and cultural background of the community, • promote cultural competency as an institutional priority, • meet the needs of a diverse patient population. • People with Disabilities • ADA Taskforce

41. Select Universal Design Highlights Principles of “Inclusive Design” or “Design for All” were key planning factors and were executed in the final facility. Some examples include: • Fire Safety and Area of Refuge factors greatly expanded in Tower design and life-safety floor compartmentalization. • ADA requirements all achieved and extended in several categories. • Extensive handrails throughout facility and in patient rooms and bathrooms; all toilets at 18” above finished floor throughout; all acute care patient toilets have a 5’ diameter turning radius for wheelchairs • All sink and lavatory faucets have automatic sensors and temp. control • All major building entrances are accessible, sensor controlled, bi-parting automatic sliding doors: all users enter equally. • All patient rooms have built-in ceiling tracks for patient lift devices. • Furniture and casework were chosen to accommodate all regardless of mobility or size. • Floor coverings, color palettes, elevator controls, and wayfinding signage were chosen to better serve those with visual or other sensory challenges.

42. Cultural Competency and Engaging Communities • understand the linguistic and cultural background of the community, • promote cultural competency as an institutional priority, • meet the needs of a diverse patient population. • LGBT Community • Healthcare Equality Index

50. Diversity and Inclusion A Journey: Compliance to Commitment