PopHealth Milestone One
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Southern New Hampshire University *
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410
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Medicine
Date
Dec 6, 2023
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docx
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Uploaded by PrivateUniverseOtter212
3-2 Final Project Milestone One: Engagement Activities and Communication Strategies
Amari C. Rivera
Southern New Hampshire University
Dr. Nancy Tettey
November 12
th
, 2023
Translation Services
Novant Health is a healthcare has many facilities located in North Carolina and Virginia
and has been spreading to other locations throughout the Southeastern area of the United States.
They offer many different services ranging from family medicine and primary care to imaging,
orthopedics, neurology, emergency medicine, and many more. With such a wide range of
services being offered between more than 15 hospitals and 350 physician practices, they provide
a great space for a diverse group of patients, while aiding in their overall healthcare. Regarding
the organization's translation and interpretation services, their website seems to offer great
insight. According to the Novant Health website, they offer a wide range of interpreters for more
than 120 different languages. (Interpreter Services/ Novant Health, 2022) They even go as far as
to provide the language line contact number for each language they offer. They provide these
services in person, by phone, or via video. With so many different languages and services
provided, it may be rare that Novant encounters a patient they are unable to provide interpreter
services for but in this case, they are prepared for the change. An article on the services that are
offered at Novant Health, says “The program isn’t static. It evolves with the needs of the patient
population. Spanish interpreters are what’s most needed now – so Spanish speakers make up
much of the team if the population shifts, this team will shift to keep up.” (Leggett, n.d.) Due to
the growth and success of Novant Health, I can only suspect that they are fully capable and
aware of the cultural growth of their population, and if there was a language, they might not have
available for a specific patient, they would be willing to readily figure how to provide this.
Educational Resources
Novant Health provides many resources for a diverse community. They make a goal to be
able to provide comfort to all their patients, including those who do not speak English.
According to an article written about the interpretation services that Novant Health has to offer,
the Director of Language and Cultural Services, Pedro Mendez says, “There is more involved
that providing patients with services and then getting them out of there. We connect patients with
the community resources they need. It’s not just about their medical needs. It could be
connecting them to a food pantry or transportation.” (Leggett, n.d.)
Novant also offers its
website to patients in multiple languages, providing patients with the opportunity to read
educational information from the facility in their preferred language. This not only bridges the
gap in medical education but provides the facility with a way to reach patients of different
cultures and aid in health outcomes. The American Hospital Association speaks about how
Novant Health’s Latino/Hispanic Business Resources Group adopted a Novant Health website in
Spanish to connect more with their Spanish-speaking patients. They have also trans created
MyChart, Novant Health’s patient portal into Spanish. This allows Spanish-speaking patients to
easily access their electronic health record information in their preferred language. (American
Hospital Association, 2023)
Training
Research shows that training on cultural competence impacts quality, safety, patient
satisfaction, and patient health outcomes. Novant Health does a great job at maintaining
education for their staff to ensure that they understand what being culturally competent means as
well as its importance. For a facility to understand that there are gaps in healthcare and
understand their role in ensuring that they do their part to bridge that gap is very important and
half of the battle. Proper and regular educational training for staff makes a huge difference in
setting the standard for care for patients.
“
In 2019, Novant Health partnered with
Quality
Interactions
, a cross-cultural clinical learning provider to improve cross-cultural education.
Through this program, we've seen an increase in engagement, implementation, and support for
diversity, inclusion, equity, and belonging within Novant Health.” (Novant Health, 2023) It
seems that Novant Health takes diversity and cultural competence very seriously and makes it a
large part of the education that it provides for their staff.
Gaps and Deficiencies
Through my research, I have not seen many gaps or deficiencies that exist at Novant
Health. From the regular, educational training on cultural competence, they provide for their
staff, the various languages that they provide interpretation for, as well as the online patient
portal and website they currently provide for Spanish-speaking patients, Novant Health does an
exceptional job at engaging their patients. This ensures that patients receive adequate and high-
quality health care. October 2023, WCNC Charlotte posted an online article about the new
Cultural Ambassadors at Novant Health. These ambassadors work closely with the patients
during their healthcare journey, joining them during doctor’s visits and providing much-needed
support and interpretation. “Having somebody that can speak their language, understand their
needs, understand their culture as well helps them feel at home,” Eduardo Egizabel, supervisor
for the Language and Cultural Services Department at Novant Health says.” (Harrell, 2023)
References
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Interpreter Services | Novant Health
. (2022, August 29). Www.novanthealth.org.
https://www.novanthealth.org/for-patients/interpreter-services/
Leggett, Page. (n.d). Novant Health interpretation and translation services stretch far beyond
language.
Novant Health | Healthy Headlines
https://www.novanthealth.org/healthy-
headlines/novant-health-interpretation-and-translation-services-stretches-far-beyond-
language
Novant Health – Spanish Language Website | AHA
. (2023, November 9). Www.aha.org.
https://www.aha.org/case-studies/2018-02-05-novant-health-spanish-language-website
Our Commitment to Health Equity | Novant Health
. (2023, November 7).
Www.novanthealth.org.
https://www.novanthealth.org/about/our-commitment/health-
equity/
Harrell, Jordyn (2023)
“Feel at home” | Cultural ambassadors providing a bridge for
communication gap in health care
. Wcnc.com.
https://www.wcnc.com/article/features/novant-cultural-ambassadors-communication-
health-care/275-a997827e-f18d-4703-8ff0-a3eab37922b8