Building Cultural Competence through Sustainable Change ... Cultural... · Building Cultural...
Transcript of Building Cultural Competence through Sustainable Change ... Cultural... · Building Cultural...
Building Cultural Competence through Sustainable Change: Findings from the NCHL Diversity Leadership Demonstra?on Project
Judith G. Bryant, MSOD NCHL Diversity Leadership Organizational Coach [email protected]
Janice L. Dreachslin, Ph.D., Principal Investigator Professor of Health Policy & Administration, Penn State University Great Valley School of Graduate Professional Studies [email protected]
Rob Weech-Maldonado, Ph.D., Co-Principal Investigator Professor & L.R. Jordan Endowed Chair Department of Health Services Administration University of Alabama at Birmingham [email protected]
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Agenda
• Introduc?ons • Project Overview PowerPoint Presenta?on
• Panel Discussion and Dialogue • Closing
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Defining Cultural Competency
Na?onal Quality Forum. (2008). Endorsing a Framework and Preferred Prac?ces for Measuring and Repor?ng Culturally Competent Care Quality. Washington DC: Na?onal Quality Forum.
The Na(onal Quality Forum (NQF) (2008. p3) defines cultural competency as the:
"ongoing capacity of healthcare systems, organiza(ons, and professionals to provide for diverse pa(ent popula(ons high‐quality care that is safe, pa(ent and family centered, evidence based, and equitable.”
And states that Cultural competency is achieved through: "policies, learning processes, and structures by which
organiza(ons and individuals develop the aNtudes, behaviors, and systems that are needed for effec(ve cross‐cultural interac(ons”
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Need for Project
• The Business Case • Social Responsibility • Changing Regulatory Environment • Changing Demographics & Social ANtudes • Ongoing Dispari(es
Career accomplishment Percep(ons of equity & opportunity in the workplace Process & outcome of care Pa(ent percep(ons of quality Best Prac(ces & Organiza(onal Performance
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Need for A Leadership‐Focused Systems Approach
Five year study of associa(on between race and gender diversity and business performance (Kochan 2003) Diversity won’t automa(cally translate into be[er (or worse) results Diversity is a labor market impera(ve and social expecta(on or value The business case for diversity is complex and nuanced
Impact of demographic diversity depends on the context
Context includes organiza(onal culture, HR prac(ces, and strategy
The BoUom Line: Unless explicit aUen?on is given to managing diversity, its impact is likely to be nega?ve
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Strategic Diversity Leadership
“Diversity leadership is a differen(a(on strategy that is responsive to demographic shi`s and changing social aNtudes among both the pa(ents and the workforce.” (Dreachslin, 1999:428)
The diversity sensi(ve orienta(on of leaders drives investment in diversity management and culturally & linguis(cally appropriate care (Dansky et. al., 2003)
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Diversity Leadership Predicts CLAS Adherence
Strategic Plan
Strategic plan goals for diversity in two areas: Recruitment and Reten(on of a Culturally Diverse Workforce
Provision of Culturally and Linguis(cally Appropriate Pa(ent Care Performance Metrics
Rou(ne assessment of diversity goal achievement as part of strategic planning
Accountability
Dedicated person, office or commi[ee assigned responsibility to promote
the hospital’s cultural diversity goals
Community Involvement
Annually report to the community about the hospital’s performance in mee(ng the cultural and language needs of the service area. Source: Weech‐Maldonado, R., M.N. Ellio[, C. Schiller, A. Hall, J.L. Dreachslin, and R.D. Hays. 2007a. “Organiza(onal and Market Characteris(cs Associated
with Hospital’s Adherence to the CLAS Standards.” Presenta(on at the APHA Annual Mee1ng in Washington, D.C. on November 5.
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Diversity Leadership & Organiza?onal Prac?ces
Source: Weech‐Maldonado, R., M.N. EllioU, C. Schiller, A. Hall, and R.D. Hays. 2007b.
Adherence to the CLAS standards resulted in significant increases in sa?sfac?on for all pa?ents, irrespec?ve of race, ethnicity or primary
Diversity leadership can result in across the board improvement in pa?ent percep?ons of high quality health care.
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NCHL Leadership Development & Transforma?on System Aligning leadership development and business strategy
The key principles for managing innova(on and performance improvement that are essen(al for systema(c and sustainable change: • Leadership development and organiza(onal business strategy are aligned • Board is accountable for leadership succession • Learning is competency‐based, inter‐professional, and ac(on‐oriented • Key talent management and strategic human resource processes are integrated and aligned • Leadership development dashboard tracks key measurable outcomes
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The NCHL Diversity Leadership Demonstra?on Project
Project began in 2007 with a review of the evidence‐base for diversity management1
First study that employs pre‐post interven(on assessment of system‐wide diversity change ini(a(ves
Currently involves three (3) major heath care systems 2 hospitals per system
Funding provided by Sodexo, par(cipa(ng organiza(ons, and NCHL fundraising
1Cur(s, E.F., & Dreachslin, J.L. (2008). Diversity management interven(ons and organiza(onal performance: A synthesis of current literature. Human Resource Development Review, 7(1), 107‐134.
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Goals of the Research
• Evaluate impact of a planned series of diversity interven(ons on organiza(onal performance
• Contribute to the literature: • Current published research is limited1
• Rigor: over emphasis on case study, literature review, self‐reported results
• Collabora(on: necessary to balance prac(cality with rigor to build the business case
1Cur(s, E.F., & Dreachslin, J.L. (2008). Diversity management interven(ons and organiza(onal performance: A synthesis of current literature. Human Resource Development Review, 7(1), 107‐134.
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Research Study Ques?on
The overarching research ques?on:
What impact does a formal, phased and mul(‐faceted strategic diversity leadership interven(on have on performance metrics at the individual, group, and organiza(onal levels?
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Project Design
Control Hospital Baseline Assessment
Organiza(onal Individual
• Leaders • Nursing Unit Staff
Repeat Assessments a`er 18 Months
Interven?on Hospital Baseline Assessment
Organiza(onal
Individual
• Leaders • Nursing Unit Staff
Systema(c Interven(ons • Leadership • Infrastructure • Nursing Unit
Repeat Assessments a`er 18 Month Interven(on Phase
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Pre‐Post Outcomes and Assessments
Structured Interviews & Focus Groups
Individual Level Outcomes Diversity Self‐Awareness
• Discovering Diversity Profile
Racial/Ethnic Iden(ty Status • Racial Iden(ty ANtude Scales
Implicit Bias • Implicit ANtude Test
Hospital Level Outcomes Organiza(onal Climate Survey
Strategic Human Resources Management • Na(onal Leadership Index
Diversity Leadership • Diversity & Cultural Proficiency
Assessment
Pa(ent Cultural Competency • Cultural Competency Assessment
Tool for Hospitals (CCATH)
Diversity Climate • Mor Barak Assessment
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Addi?onal Pre‐Post Outcomes Measures
Financial & Human Resources
Financial performance: opera(ng & total profit margins pre‐post
Human resource outcomes: Diversity demographics pre‐
post by level
Employee turnover rate pre‐post
Pa?ent
Pa(ent experiences with inpa(ent care pre‐post Hospital CAHPS
Pa(ent clinical outcomes pre‐post Agency for Healthcare Quality
& Research (AHRQ) Pa(ent Safety Indicators
Medicare Hospital Compare Outcomes
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Data Analysis
Quasi‐experimental study design with pre‐ and post‐interven(on analysis
Analysis of Covariance (ANCOVA) with covariates Dependent variables: Post‐interven(on scores Covariates: Pre‐interven(on scores, hospital type (experimental vs. control), and demographic variables of par(cipants (age, educa(on, and gender)
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Pre‐Assessments 3 Months
• Interviews • Focus Groups • Archival Data • Organiza(onal‐Level Instruments
o OCS o NCHL Diversity Assessment o Na(onal Leadership Index o CCATH o Diversity Climate Assessment
• Individual‐Level Instruments o Discovering Diversity Profile o Racial Iden(ty Scales o Implicit Bias Assessments
Feedback and Consulta?on 1 Month
• Diversity Coach • CEO & Leadership Team
Organiza?onal Level Ac?on Plan 1 Month
• Diversity Coach • CEO & Leadership Team
Diversity Demonstra?on Project Interven?on Flow Diagram
Interven?ons 18 months
• Infrastructure Development • Human resource/talent management systems • Pa(ent care delivery • Diversity leadership
• Execu?ve Coaching & Ac?on Plans • Training
o Standard Basic Awareness Training o Standard Advanced Training o Customized Advanced Training
• Staff Individual‐Level Ac?on Plans • Other Individual Interven?ons
Post‐Assessments 2 Months
• Individual • Team • Organiza(onal
Post‐Project Feedback & Planning for Sustainable Change & Con?nuous Improvement
1 Month • Diversity Coach • CEO & Leadership Team
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Diversity Management Infrastructure: Selected Examples of Evidence‐Based Best Prac?ces
• Recruitment & Selec(on • Review the recruitment and selec(on process and retool as needed for cultural sensi(vity and equity of impact
• Job Design/Work Systems • Iden(fy needed changes for post‐demonstra(on project implementa(on
• Learning & Development • Diversity training and coaching, resul(ng in organiza(onal and individual diversity leadership development plans
• Performance Management • Add a diversity competency to the exis(ng performance management system
• Reward & Recogni(on • Link compensa(on to diversity goals • Implement peer‐nominated Champion of Diversity Award program‐peer with formal evalua(on criteria/process and reward appropriate to organiza(onal culture
• Succession Planning • Implement formal mentoring program that includes mentor training/development and ‘stretch assignments’
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Culturally & Linguis?cally Appropriate Care Infrastructure: Selected Examples of Evidence‐Based Best Prac?ces
Review and retool policies & prac(ces as needed: • Interpreter services • Transla(on services • Visita(on • Food services • Physical Plant
• Artwork, Signage, Design, e.g. wai(ng rooms
• Informa(on • Collec(on of race/ethnic and other demographic data • Use of race/ethnic and other demographic data
• Pa(ent/Caregiver rela(onship • Concordance • Communica(on
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Challenge and Opportunity
Challenge‐ To move past inac(on and resistance to ac(on and involvement
Opportunity‐ To Emerge as the Exemplar of Diversity Leadership and Renew the Historic Values and Mission of Healthcare Organiza(ons
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Rohini Anand, Ph.D., Global Chief Diversity Officer Sodexho
"This project has the poten(al of genera(ng groundbreaking research to inform execu(ve office and board room issues confron(ng healthcare today. We expect this demonstra(on project to offer insights into understand the impact of diversity and cultural competence on performance at healthcare organiza(ons, including the impact of leadership structures on cri(cal outcomes such as pa(ent safety."
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Project Advisory CommiUee Rohini Anand, PhD Global Chief Diversity Officer Sodexho
William Lee Director, Corporate Diversity, Inclusion, and Compliance Abbo[
Joseph Betancourt, MD, MPH The Dispari(es Solu(ons Center Massachuse[s General Hospital
Marie Sinioris President and CEO Na(onal Center for Healthcare Leadership
Linda Burnes Bolton, DrPH, RN, FAAN Vice President and Chief Nursing Officer Cedars‐Sinai Medical Center
Shoshanna Sofaer, DrPH Robert P. Luciano Professor of Health Care Policy School of Public Affairs, BaruchCollege
Frederick D. Hobby President and CEO Ins(tute for Diversity in Health Management
Bernard J. Tyson SVP, Health Plan and Hospitals Opera(ons Kaiser Permanente
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Selected References • Cur(s, E.F., & Dreachslin, J.L. (2008). Diversity management interven(ons and organiza(onal performance:
A synthesis of current literature. Human Resource Development Review, 7(1), 107‐134. • Dansky, K., Maldonado, R.W., DeSouza G., & Dreachslin, J.L. (2003). Organiza(onal strategy and diversity
management: Diversity‐sensi(ve orienta(on as a modera(ng influence. Health Care Management Review, 28(3), 243‐253.
• Dreachslin, J.L. (1999). Diversity and organiza(onal transforma(on: Performance indicators for health services organiza(ons. Journal of Healthcare Management, 45(1), 427‐439.
• Dreachslin J.L., Maldonado R.W., & Dansky K.G. (2004). Racial and ethnic diversity: A focused research agenda for health services management. Social Science and Medicine, 59(5), 961‐971.
• Dreachslin, J.L. & Cur(s, E.F. (2004). Factors affec(ng the career advancement of women and racially/ethnically diverse individuals in healthcare management. Journal of Health Administra(on Educa(on, 21(4), 441‐484.
• Dreachslin, J.L. (2007). Diversity management and cultural competence: Research, prac(ce, and the business case. Journal of Healthcare Management, 52(2), 79‐96.
• Dreachslin, J.L. & Hobby, F. (2008). Racial and ethnic dispari(es: Why diversity leadership ma[ers. Journal of Healthcare Management, 53(1), 1‐12.
Kochan, T., K. Bezrukova, R. Ely, S. Jackson, A. Joshi, K. Jehn, J. Leonard, D. Levine, and D. Thomas. 2003. “The Effects of Diversity on Business Performance: Report of the Diversity Research Network.” Human Resource Management 42 (1): 3–21.
Weech‐Maldonado, R., M.N. Ellio[, C. Schiller, A. Hall, J.L. Dreachslin, and R.D. Hays. 2007a. “Organiza(onal and Market Characteris(cs Associated with Hospital’s Adherence to the CLAS Standards.” Presenta(on at the APHA Annual Mee1ng in Washington, D.C. on November 5.
• Weech‐Maldonado, R., M.N. Ellio[, C. Schiller, A. Hall, and R.D. Hays. 2007b. “Does Hospital’s Adherence to the CLAS Standards Predict Diverse Pa(ents’ Experiences with Inpa(ent Care?” Presenta(on at the APHA Annual Mee1ng in Washington, D.C. on November 5.