Resources from Other Agencies

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Patient-Centered Communication Standards and Advancing Effective Communication, Cultural Competence, and Patient- and Family-Centered Care: A Roadmap for Hospitals

In August 2008, The Joint Commission, with funding from The Commonwealth Fund, began an initiative to advance the issues of effective communication, cultural competence, and patient- and family-centered care in hospitals. Under the direction of Paul Schyve, MD, and Amy Wilson-Stronks, MPP, the project focused on developing accreditation standards for the hospital program and developing a monograph to help hospitals better meet patient needs.

  • The project explored how diversity, culture, language, and health literacy issues can be better incorporated into current Joint Commission standards or drafted into new requirements.
  • The proposed requirements to advance effective communication, cultural competence, and patient-centered care built upon previous studies and projects, including the research framework from The Joint Commission’s ongoing Hospitals, Language, and Culture: A Snapshot of the Nation study and evidence from the current literature.
  • A multidisciplinary Expert Advisory Panel, representing a broad range of stakeholders, provided guidance regarding the principles, measures, structures, and processes that serve as the foundation for the proposed requirements to advance effective communication, cultural competence, and patient-centered care.

The Patient-Centered Communication standards, which were approved in December 2009 and released to the field in January 2010, will be published in the 2011 Comprehensive Accreditation Manual for Hospitals (CAMH): The Official Handbook. Joint Commission surveyors will evaluate compliance with the Patient-Centered Communication standards beginning January 1, 2011; however, findings will not affect the accreditation decision. The information collected by Joint Commission surveyors and staff during this implementation pilot phase will be used to prepare the field for common implementation questions and concerns. Compliance with the Patient-Centered Communication standards will be included in the accreditation decision no earlier than January 2012. A pre-publication version of the standards can be viewed at The Joint Commission Web site at

Advancing Effective Communication, Cultural Competence, and Patient- and Family-Centered Care: A Roadmap for Hospitals is a monograph developed by The Joint Commission to inspire hospitals to integrate concepts from the communication, cultural competence, and patient- and family-centered care fields into their organizations. The Roadmap for Hospitals provides recommendations to help hospitals address unique patient needs, meet the new Patient-Centered Communication standards, and comply with existing Joint Commission requirements. Example practices, information on laws and regulations, and links to supplemental information, model policies, and educational tools are also included. The Patient-Centered Communication standards will be presented in a separate appendix that provides self-assessment guidelines and example practices for each standard.

Access a free copy of Advancing Effective Communication, Cultural Competence, and Patient- and Family-Centered Care: A Roadmap for Hospitals (Requires Adobe Reader) by clickinghere.

Review existing Joint Commission standards that support effective communication, cultural competence, and patient-centered care by clicking here.

Meet the project team by clicking here.

For more information, please contact Christina Cordero, PhD, MPH at (630) 792-5845 or

Cultural Competence
1. Confronting Multiple Oppressions: Examining the Needs of People with Disabilities Who Are of Hispanic/Latino Descent
Hispanic individuals with disabilities have unique needs that service systems often do not meet. Schwab Rehabilitation Hospital recently conducted a needs assessment with our Hispanic patients with disabilities, striving to understand the general disability-related needs of Hispanic patients and how medical systems can fit into meeting these needs. These PowerPoint presentations were presented at the Latino Social Workers Organization’s conference in March 2009 (Chicago, IL).

2. Tips for Working with Refugees with Disabilities & Connecting Them to Community Resources
These are two presentations created and facilitated by the Community Connections for Refugees with Disabilities program sponsored by Schwab Rehabilitation Hospital in Chicago , IL . One offers ideas and things to consider when connecting people to community resources; the other focuses on things to remember when working with members of particular cultures. Although both presentations were made with an Illinois audience in mind, people from other states will find helpful information here as well.

National Resource Center on Advancing Emergency Preparedness for Culturally Diverse Communities
National Resource Center on Advancing Emergency Preparedness for Culturally Diverse Communities
The mission of the National Resource Center is to serve as a central clearinghouse of resources and an information exchange portal to facilitate communication, networking and collaboration to improve preparedness, build resilience and eliminate disparities for culturally diverse communities across all phases of an emergency.

Health Power for Minorities
Health Power for Minorities, an organization that provides health information and health promotion services for minority/multicultural health improvement, launched its nationally unique web site with a focus on the link between decreasing racial and ethnic health disparities, and decreasing the cost of health care reform.

National Alliance for Hispanic Health
Su Familia National Hispanic Family Health Helpline.

Through the helpline, 1-866-SU-FAMILIA or 1-866-783-2645 callers
can get free and confidential information from a bilingual health promotion
advisor. This includes referral to mental health providers where the caller
lives such as community mental health centers. The helpline is funded by
the US Department of Health and Human Services.

Download the flyer

Hablamos Juntos, RWJF Release More Than Words Toolkit Series

Toolkit Provides Practical Solutions for Effective Translated Health Information

Clear communication is a cornerstone of patient safety and quality healthcare. In the United States, there are nearly 24 million people who are unable to speak or understand English, which poses significant communication challenges to health care providers and medical organizations. Quality translated health materials can serve as valuable communication tools for both patients and providers, and can help ensure the delivery of safe, effective and high-quality care. Unfortunately, poor quality translations are pervasive in health care, with many organizations wasting precious resources producing materials patients are unable to understand or use.

To help address this challenge, Hablamos Juntos and the Robert Wood Johnson Foundation (RWJF) are releasing the More Than Words Toolkit Series, a first-of-its-kind resource that clarifies the translation process, and provides a roadmap to help health care organizations improve the quality of their translated materials in order to get better results.

Practical Tools Based on Research
Translation involves more than word-for-word replacement. Quality translations require active engagement of individuals and organizations requesting translated materials. TheMore Than Words Toolkit Series draws on the scientific literature, the experience of 10 Hablamos Juntos demonstrations, and the Hablamos Juntos initiative’s own research on translation quality. As
a result, the series provides seven distinct, hands-on tools, including:

Providing Quality Assurance Support
This resource is designed to assist individuals and organizations in
initiating translations of health care text of all types, whether they work
with translators or through translation vendors. It also helps organizations
evaluate the quality of translations, which requires trained raters. Go to
the More Than Words Web site to find trained raters for Spanish and Chinese,
and for information about upcoming on-line training to become TQA raters.

We believe you’ll find this resource useful, and that it will allow your
organization to improve the quality of translated health information for
patients and consumers in your community. Together and over time, we hope it
can help improve the quality of care for the millions of Americans who speak
and understand little English.

For more information about Hablamos Juntos, visit

US Department of Health and Human Services, Health Resources and Services Administration
Cultural Competence Resources for Health Care

Adaptation Guidelines for Serving Latino Children and Families Affected by Trauma
This document was designed to serve as a resource for anyone who works with Latino families who have experienced traumatic events, ranging from advocates and practitioners to administrators and policy makers. There are 12 highlighted priority areas covered ranging from micro issues (assessment and provision of therapy) to macro issues (organizational competence and policy). Each one includes an overview of the priority area, recommendations for improving practice based on that priority area, and additional resources where you can gather further information on the priority area. If you click on the link below, it will take you to the webpage where you can download the entire document, or each priority area individually.

The Center for Latino Family Research
The Center for Latino Family Research is pleased to make available the proceedings of its latest conference, held in March 2008, “Adapting Interventions for Latino Children, Youth and Families,” the third of three NIMH sponsored conferences. The conference activities are now on the web and may be accessed at The link to the conference will also be available from the new Center for Latino Family Research website when it is fully operational in a few months.

The conference website contains videos of presentations, documents and powerpoints, rosters of participants, and recorded interviews with researchers on adapting interventions. For junior researchers, interviews with senior investigators on pursuing research careers are included.

To see the conference, go to and enter as e-mail: Use the password: clfr2008

Advocacy Toolkit for Children’s Mental Health is Launched
NAMI worked with a group of national organizations to develop a State Advocacy Toolkit focusing on children’s mental health. The collaborative workgroup included NAMI, Mental Health America, the National Federation of Families for Children’s Mental Health (FFCMH), Children and Adults with Attention Deficit/Hyperactivity Disorder (CHADD), the Child and Adolescent Bipolar Foundation (CABF), The American School Counselor Association (ASCA), and the American Academy of Child and Asolescent Psychiatry (AACAP).

The toolkit provides jointly endorsed resources and information to help set the record straight on children’s mental health. It can be downloaded to share with state legislators, policymakers, and other decision makers. To view and download, please

Multicultural Action Center
People of color, and other traditionally underserved populations face life-threatening disparities in many aspects of mental health care. NAMI’s Multicultural Action Centerworks to focus attention on system reform to ensure access to culturally competent services and treatment for all Americans and to help and support families who are dealing with mental illness. A newly added resource, Evidence-Based Practices (EBP) and Multicultural Mental Health is now available, offering pertinent information on the opportunities and challenges EBPs present for the achievement of quality mental health service delivery and access among diverse communities.

Georgetown University Center for Child and Human Development Early Childhood Mental Health Consultation: An Evaluation Tool Kit
This web-based resource combines a brief review of the literature and current research addressing the effectiveness of early childhood mental health consultation with guidance for designing and implementing program evaluation.

For more information and to download this tool kit, please visit

National Center for Cultural Competence
The mission of the National Center for Cultural Competence (NCCC) is to increase the capacity of health and mental health programs to design, implement, and evaluate culturally and linguistically competent service delivery systems.

To access a variety of resources from the National Center for Cultural Competence, please

National Technical Assistance Center for Children’s Mental Health
Click on the following link to access a variety of resources:

National MultiCultural Institute, Inc.
The mission of the National MultiCultural Institute (NMCI) is to work with individuals, organizations, and communities to facilitate personal and systemic change in order to build an inclusive society that is strengthened and empowered by its diversity. Through the development of strategic initiatives, partnerships, and programs that promote an inclusive and just society, NMCI is at the forefront of global efforts to address critical and emerging issues in the diversity field.

With more than two decades of experience, NMCI’s proven methods help individuals and organizations gain the skills necessary to seamlessly integrate effective diversity and inclusion practices into their organizational culture.

Latino Behavioral Health Institute, Inc.
LBHI is a non-profit corporation founded by CEO Ambrosio Rodriguez, M.P.A., and incorporated in 1996 (EIN No.: 93-1195514). LBHI’s mission is to enhance skills of persons interested or involved in providing behavioral health services to the Latino community. The Institute is dedicated to eliminating discrimination against persons in need of behavioral health services, human services or health care.

LBHI accomplishes its mission by providing training, education (interactive and dyadic) and experiential opportunities to persons involved in human services with the Latino community. The Institute’s activities are intended for consumers, family members, professional care
providers, administrators, educators, researchers and trainers.

Since its inception, LBHI has provided hands-on training in delivery of culturally competent behavioral health services to practitioners. It has also participated in education opportunities for family members of persons requiring behavioral healthcare.

National Latina/o Psychological Association
The mission of the National Latina/o Psychological Association is to generate and advance psychological knowledge and fosters its effective application for the benefit of the Hispanic/Latino population.

The National Latina/o Psychological Association (formerly the National Hispanic Psychological Association) was established in 1979 by a group of Latino psychologists and colleagues, primarily affiliated with the American Psychological Association.

Since August 2002, the organization’s membership has increased by 100%. Association membership is open to individuals who are committed to the mission of NLPA, thus, being of Latina/o heritage is not a requirement. Members are professionals, students, institutions, and
Life-Time Founding Member contributors.

The association was incorporated in Arizona and has 501(c)(3) status. State and regional associations addressing Latino psychology have also been formed in the Midwest, California, and New Jersey. NLPA is a member of the Council of National Psychological Associations for the Advancement of Ethnic Minority Interests (CNPAAEMI) in affiliation with the American Psychological Association.

National Association for Puerto Rican Hispanic Social Workers
NAPRHSW is a non-profit organization founded in 1983 by a group of Puerto Rican Social Workers dedicated to the enhancement and general welfare of Puerto Rican and other Hispanic families.

NAPRHSW members are Social Workers, other Human Service professionals, and students interested in issues that affect and impact the Puerto Rican/Hispanic communities with a commitment to the organization.

The organization’ s mission is to organize Social Workers and other Human Service professionals to strengthen, develop and improve the resources and services that meet the needs of Puerto Rican/Hispanic families.

Association for Hispanic Mental Health Professionals
Our mission is to identify the mental health needs of the Hispanic community through ongoing analysis of major concerns in public and private mental health issues, including research, education, policy and training in the City and State of New York, and to promote alternative services that best meet the needs of the Hispanic community.

National Latino Behavioral Health Association
The mission of the National Latino Behavioral Health Association (NLBHA) is to provide national leadership for the advancement of Latino behavioral health services.

NAMI (National Alliance on Mental Illness)

NAMI is the National Alliance on Mental Illness, the nation’s largest grassroots organization for people with mental illness and their families. Founded in 1979, NAMI has affiliates in every state and in more than 1,100 local communities across the country.

NAMI is dedicated to the eradication of mental illnesses and to the improvement of the qualityof life for persons of all ages who are affected by mental illnesses.

The American Society of Hispanic Psychiatry

Clinical & Academic Mental Health Professionals United for the Advancement of Psychiatry and Mental Health Across Hispanic Populations.