Cultural Competency and Patient Satisfaction:

A Pilot Training ProjectSeptember 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

• 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 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

• 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 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

Timeline

Timeframe Component

January – May 2008 Planning and Curriculum Development

April – June 2008 Deploy Press Ganey surveys in General Medicine clinics, in order to gather baseline survey data for 60-90 days

August 2008 Begin delivery of Training Modules

8-10 Training Modules, through March-April 2009

Each Module delivered 8-9 times per month

August 2008- June 2009

Ongoing quarterly review of PG survey data

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 Strategy

• Multimodal Assessment

– Global pre and post test: attitude, behavior

– Pre and post testing over each module

– Patient satisfaction

• Physician Support

Questions?

Gabriela Flores

Truman Medical Centers

Language Interpreter Services

816-404-1240

Gaby.flores@tmcmed.org