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TitleAdvancing Effective Communication, Cultural Competence, and Patient
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Table of Contents
                            Table of Contents
Introduction
Chapter One
Chapter Two
Chapter Three
Chapter Four
Chapter Five
Chapter Six
Appendix A
Appendix B
Appendix C
Appendix D
Appendix E
Glossary
                        
Document Text Contents
Page 1

A Roadmap for Hospitals

Advancing Effective Communication,
Cultural Competence, and

Patient- and Family-Centered Care

Quality

Safety

Equity

Page 2

Project Staff

Amy Wilson-Stronks, M.P.P., Project Director, Health Disparities, Division of Quality Measurement and Research, The Joint
Commission.

Paul Schyve, M.D., Senior Vice President, The Joint Commission
Christina L. Cordero, Ph.D., M.P.H., Associate Project Director, Division of Standards and Survey Methods, The Joint
Commission

Isa Rodriguez, Project Coordinator, Division of Quality Measurement and Research, The Joint Commission
Mara Youdelman, J.D., L.L.M., Senior Attorney, National Health Law Program

Project Advisors

Maureen Carr, M.B.A., Project Director, Division of Standards and Survey Methods, The Joint Commission
Amy Panagopoulos, R.N., M.B.A., Director, Division of Standards and Survey Methods, The Joint Commission
Robert Wise, M.D., Vice President, Division of Standards and Survey Methods, The Joint Commission

Joint Commission Mission
The mission of The Joint Commission is to continuously improve health care for the public, in collaboration with other stake-
holders, by evaluating health care organizations and inspiring them to excel in providing safe and effective care of the highest
quality and value.

The inclusion of an organization name, product, or service in a Joint Commission publication should not be construed as an en-
dorsement of such organization, product, or services, nor is failure to include an organization name, product, or service to be
construed as disapproval.

© 2010 by The Joint Commission

Permission to reproduce this guide for noncommercial, educational purposes with display of attribution is granted. For other
requests regarding permission to reprint, please call (630) 792-5954.

Suggested Citation

The Joint Commission: Advancing Effective Communication, Cultural Competence, and Patient- and Family-Centered Care: A
Roadmap for Hospitals. Oakbrook Terrace, IL: The Joint Commission, 2010.

For more information about The Joint Commission, please visit http://www.jointcommission.org.

A Roadmap for Hospitals

..

Page 51

addressing and accommodating patient’s cultural,
religious, and spiritual needs, beliefs, and practices [24].

Recommended Issues and Related
Practice Examples that Address
the Patient, Family, and
Community Engagement Domain
of Organization Readiness
� Collect feedback from patients, families,

and the surrounding community.

Hospitals should engage patients, families, and the
surrounding community in discussions regarding existing
hospital services and programs to determine whether existing
hospital services meet unique patient needs.
• Make sure that the hospital complaint resolution system
can accommodate feedback from patients and families
with special communication needs. For example,
hospitals should provide translated complaint forms for
patients and families whose preferred language is not
English. It may also be necessary to make sure that the
complaint system is not reliant on written complaints
since many patients may not feel comfortable putting
information in writing.

• Conduct patient surveys in the relevant languages about
the use of language services, auxiliary aids or services, or
AAC resources to meet communication needs.
Questions may address the patient’s overall experience
with the services, which services were used, and
suggestions for improvement. Surveys may be conducted
by phone or in person by a staff person since some
patient populations are not likely to respond to written
surveys.

• Ask patients and families about staff responsiveness to
their cultural, religious, and spiritual needs during care
planning and treatment, including whether and how
those needs were accommodated.

• Invite patients and family members to share their
experiences with the hospital through focus groups or
advisory councils.

• Establish a community advisory board, comprised of a
mixture of community members, stakeholders, and
representatives of the major cultural and religious groups,
that reports to leadership.

• Engage local adult literacy or adult basic education
programs to provide feedback on written materials.
These programs generally include culturally and
economically diverse students, and represent all levels of
literacy and educational experience.

� Share information with the surrounding
community about the hospital’s efforts to

meet unique patient needs.

The hospital can demonstrate its commitment to effective
communication, cultural competence, and patient- and
family-centered care by sharing information with the
community about the hospital’s current services, programs,
and initiatives to address their individual needs and issues.
• Engage the surrounding community through public
hospital events and community health fairs.

• Publicize information about available services to meet
unique patient needs through community- and faith-
based organizations, targeted marketing strategies, and
cultural media outlets.

• Post information about available services, programs, and
initiatives to meet unique patient needs on the hospital
Web site.

• Create a report on community benefits highlighting the
hospital’s services, programs, and activities that address
identified community needs and share the report on the
hospital Web site and with media outlets [7].

Chapter Six: Organization Readiness

43

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Glossary

93

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