Developing a Self-Assessment Toolfor Culturally - Office of Minority ...

understanding of diversity issues in general (race/ethnicity; sex/gender; religion; region;sexual orientation; etc.), or more specifically, the unique needs and preferences ofculturally and linguistically diverse groups in the health plan membership. 2 Participationin these programs often creates opportunities for staff to reflect on their own beliefs andbehaviors and how this background affects the way they deliver services(Dilworthanderson et al. 1993; Eliason 1993; May 1992).In an organizational assessment of CLAS, measures for examining this domaininclude topical components covered by the diversity training program, frequency ofadministration, staff types for whom training is available and/or required, and whether theorganization provides such training on a one-time, e.g., during employee orientation, orcontinuous basis. Other staff training and development issues covered by this seventhdomain include whether organizations provide opportunities for staff to learn non-Englishlanguages.Domain 8: Communication SupportThis domain examines language assistance services provided by health careorganizations. Translation and interpretation services are needed to reduce and eliminatecommunication barriers experienced throughout the continuum of care. Although theterms “translation” and “interpretation” are often mistakenly used synonymously,“translation” refers to written materials, and “interpretation” is related to oralcommunication. Areas of inquiry related to communication support include: types oftranslated materials and interpretation services utilized by the organization; characteristicsof interpreters utilized by the organization; methods for determining types and levels oflanguage assistance services needed; and points of service at which language assistanceservices are available. Perhaps the most critical component of quality health care is theability of both the provider and the patient to understand and be understood. Linguisticallyappropriate services—i.e., the provision of translated written materials, and oralinterpretation services—are vital to accurate physician diagnosis and appropriate treatmentof presenting complaints or conditions, patient understanding, compliance with prescribedactions or treatment plans, and positive health outcomes (Manson 1988; Perez-Stable et al.1997).2 This definition of “diversity training” was developed by OMH for the purposes of this study.COSMOS Corporation, December 2003 B-4