Employee Experience

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    I have the tools and skills necessary to effectively meet the unique needs of a diverse patient/ family/ customer population (i.e. cultural, ethnic, religious, gay, transgender, etc.).

    Survey Domain: Organization

    Survey Theme: Citizenship

    Understanding the Issue: The first step is to understand the issues behind the survey performance scores. Unless you are absolutely sure that you understand the issues related to a particular survey item, the best place to start is identifying them, and the section Understanding Issues can help you do so. The activities described in Understanding Issues can be used for any of the survey items.

    Employees lacking cultural competency skills may report feeling ineffective and inefficient when having to interact or respond to a diverse patient or team member. Cultural competency is a skills set of congruent behaviors and attitudes which enables the team member to effectively work in cross-cultural situations. The result of learning and employing culturally competent skills is improved responsiveness, management and decision-making in regard to service delivery and teamwork. A low score on this item signals an opportunity for managers to offer training to ensure the obtainment of the requisite attitudes, knowledge and skills for delivering culturally competent service.

    Improvement ideas:

    1. Ask the Office of Diversity & Inclusion to provide training opportunities for the staff. All of these trainings are tool-based and focus on cultural competence skill-building and skill-sharpening.

      1. Ensure basic/initial and periodic cultural competency workshops are made available to the team.

      2. Throughout this training series, explore what it means not to have the necessary tools or skills to effectively assist and support diverse populations within CCHMC. Identify what tools and skills would be helpful to your staff in address of these needs (i.e. picture-based flash cards to utilize when communicating with others until a translator can arrive; effective intercultural communication skills; culturally competent de-escalation techniques).

      3. Incorporate cultural competency ideas and suggestions into all staff training activities

      4. Conduct regular monitoring and periodic evaluations of cultural competency training efforts

    2. Maintain and recruit for diversity and cultural competence

      1. Actively retain and promote culturally competent and diverse team members

      2. Assess the quality and cultural competency of relevant contractors and vendors

    3. Form linkages with other departments and areas that can assist with training and education

      1. Obtain and consider information on cultural competence from referral sources and partnering with other areas with cultural competency expertise

    Resources

    • CCHMC Office of Diversity & Inclusion: Diversity@cchmc.org, 803-6416

    • Explanatory Model found in The Joint Commission Cultural Sensitivity booklet

    • Crucial Conversations, a product of 'Vital Smarts', www.vitalsmarts.comM

    • Harvard "Implicit Association Test" https://implicit.harvard.edu/implicit/demo/

    • Kiss, Bow, or Shake Hands, 2nd Ed., Terri Morrison and Wayne A. Conaway

    • Leading in Black and White: Working Across the Racial Divide in Corporate America, Ancella B Livers and Keith A. Carver

    • Micro-Messaging: Why Great Leadership is beyond words, Stephen Young

    (MI 3147)