Challenge
In January 2010, The Joint Commission released a set of standards aimed at advancing effective communication, cultural competence, and patient- and family-centered care practices in hospitals. The standards were published in the 2011 Comprehensive Accreditation Manual for Hospitals: The Official Handbook.
The Sioux Falls VA Medical Center (VAMC) developed a Patient-Centered Care Innovations Project to address the health care needs of their increasingly diverse Veteran population as well as the Joint Commission's new standards.
Solution
The Atlas Research Team was asked to study the health care environment at the Medical Center, examining cultural sensitivity in particular, and to make recommendations to address organizational areas of strength and areas that required improvement relating to changes in policy, patient assessments, and staff training.
Result
Results from the project included:
- A customized, confidential online cultural competence assessment was developed with input from the client and subsequently administered to over 900 employees of the VAMC and five CBOCs. 280 employees completed the online assessment for a response rate of 31%;
- Analysis of patient care assessments, new hire orientation training, and other internal policies/procedures; and
- Areas of strength and areas of improvement identified and recommendations provided in a detailed report for further action.
With the lessons learned from the Atlas assessment, the Sioux Falls VA Medical Center was well-positioned to continue the drive toward the creation of a more patient-centered and culturally competent organization. The VAMC implemented several recommendations, including redesign of their orientation training for new employees, revision to their website, and increased senior management support and awareness of their Women Veteran's Health Program.