Patient Engagement Activities and Communication Strategies

Patient Engagement Activities and Communication Strategies Translation Services Montefiore Medical Center offers a variety of interpreting services, specifically for deaf, hard of hearing & deafblind, limited English proficient (LEP) patients, and family members and companions. This organization does a great job at providing interpretation services to LEP patients, as well as having a variety to choose from. The resources that are available include interpreters, dual handset phones and splitters, and bridging the gap. Montefiore Medical Center resources have interpreters that can assist patients in over 150 languages. Overcoming a language barrier can be a challenge, but there are alternative ways to communicate with patients who speak a language that is not supported by the resources available at Montefiore. According to Brandi Gratis, to overcome language barriers you can use plain language, use visual methods of communication, and use repetition. All these methods can be used by anyone who does not speak multiple languages and can help break that barrier between provider and patient. Educational Resources I was unable to identify multiple educational resources that are available for LEP patients. Providing a variety of educational resources to the patients that Montefiore treats would be extremely valuable. “Outreach workers have designed education materials to communicate with the diverse needs of the population based on cultural, language and education-level needs” (Chase, 2010 p. 7). Although this resource is listed under the diabetes section, I would like to think it is available for the other departments and illnesses that Montefiore deals with. This seems like the most practical resource to easily reach patients in a way that they can understand exactly what is going on. Training Montefiore’s mission is to heal, to teach, to discover, and to advance the health of the communities they serve. This organization is very committed to training their staff and they even employ the faculty at Albert Einstein College of Medicine which is their affiliate practice. “The health system employs the faculty of Albert Einstein College of Medicine, who practice, teach, and conduct research. The Albert Einstein College of Medicine, founded with a commitment to biomedical science, education, and social justice, has been affiliated with Montefiore since 1967. In 2009, a new 10-year affiliation agreement was signed between Montefiore and the medical school, with the goal of creating an institutional partnership that aligns teaching and research efforts” (Chase, 2010 p. 3). Montefiore also employs physicians to increase supply in poor communities. “Working with this combination of employed and voluntary physicians enabled the growth of the integrated delivery system. “We wanted to attract dedicated physicians who shared our values and met the highest standards of practice,” says Dr. Safyer” (Chase, 2010 p. 4). By using this strategy, they are ensuring their patients feel comfortable enough to seek treatment and remain culturally competent. Deficiencies Montefiore Medical Center does a great job at maintaining patient engagement and communication strategies. Not only is the focus on the patients in the healthcare facilities but also the surrounding communities. This organization focuses on patient-centered primary care, improving diabetes, improving asthma care, medical training that focuses on chronic care and social needs, care for the homeless, tackling obesity and improving the health of children. “Extending beyond the hospital walls and even beyond the community clinics is a strategy critical to Montefiore’s success. Leadership has recognized that they must bring access to vulnerable populations instead of relying only on patients to come to their institutions for care; this is evident through their use of school-based clinics, services in homeless shelters, and telemedicine in the homes of those with chronic conditions. These strategies, along with institutionally based efforts, have led to improved care for the conditions where disparities are the greatest, such as asthma, diabetes, and heart disease” (Chase, 2010 p. 16). Communication with patients is something they Montefiore is constantly doing. Medical residents are required to reach out to at-risk patients within 72 hours of discharge. Not only will this make the patients feel valued and appropriately cared for, but it gives the residents a chance to make a connection and better understand the home environments of their patients. Being able to identify the determinants of health that patients struggle with will help ensure they are receiving the appropriate care to stay healthy.