Distance Learning Course Catalog - Cicatelli Associates Inc.

Community Health Care Association of New York State
Cultural Competence in Health Care

This course is no longer available on line

Description

Community Health Centers (CHCs) are facing more and more competition in today’s market place. With this increasing competition, CHCs need to assure that patients receive the best possible healthcare. Patient health beliefs are crucial to how they will respond to health care providers. Culturally determined health beliefs influence how patients interact with their healthcare providers and may pose a barrier to health care delivery. The quality of customer service provided and hence patient satisfaction can be seriously compromised if patients feel that their cultural beliefs are not respected. To help CHC staff provide high quality customer service and meet the needs of an increasingly diverse patient population, an understanding of the influence of cultural and ethnic factors in accessing health care is essential. Values and health beliefs must be explored in order to develop ways to provide culturally competent healthcare. In addition, staff need to learn specific skills and strategies in order to develop a culturally responsive approach to health care delivery. This online course will help providers develop the skills and understanding to create a comfortable environment for patients of diverse ethnic and cultural backgrounds and increase patient satisfaction.

Goals & Objectives

The goal of this training program is to Increase patient satisfaction by providing an understanding of the influence of cultural and ethnic factors in accessing health care to help CHC staff provide high quality customer service and meet the needs of an increasingly diverse patient population. Participants will learn specific skills and strategies in order to develop a culturally responsive approach to health care delivery.

After completing this training program, participants will be able to:

Describe the impact of social and cultural factors on delivering and accessing healthcare services.
Identify how health beliefs that can influence health care behaviors.
Develop culturally responsive strategies for working effectively with patients and increasing the quality of customer service and patient satisfaction.

Development

This course was sponsored by Community Health Care Association of New York State (CHCANYS) with funding from the New York State Department of Health Workforce Retraining Initiative.

Developed by Cicatelli Associates Incorporated (CAI)

System Requirements

Windows 95 and above, Mac OS 9 and X.
Minimum of 64 MB of RAM.
Microsoft Word, Adobe Acrobat Reader.
Minimum 56K modem.
Browser - IE version 5 or higher, Netscape version 6 or higher.
Real One Player (to view videos)

Course Outline

Welcome	This section provides information regarding the development of this course, hardware/software, and contact information.
Course Outline	Provides a detailed outline of the course.
Course Overview	The course overview explains how to get around the course, outlines the course objectives and contents, describes the intended audience, and provides an estimate of the time to complete the entire course.
Customer Service	Looks at the importance of customer service, and the impact of effective or ineffective customer service; provides guidelines for effective customer service.
Culture & Customer	Explores the impact of culture on customer service; cultural issues affecting health care; the impact of cultural collisions on healthcare.
Working w/ Patients	Discusses the benefits of culturally competent health care and explores ways of increasing cultural competence in a health care setting.
F.A.Q.	Frequently Asked Questions.
Resources	A list of other sources of information on culture and healthcare.
Evaluation	An opportunity to give feedback on this course.

Cicatelli Associates Incorporated, 505 Eighth Avenue, Suite 1600, New York, NY 10018
phone: (212) 594-7741 / fax: (212) 629-3321
http://www.cicatelli.org