IHP 410 mIlestone one
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Southern New Hampshire University *
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410
Subject
Medicine
Date
Apr 3, 2024
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docx
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4
Uploaded by MagistrateGiraffe1292
IHP 410: Milestone One
Patient Engagement Activities and Communication Strategies
SNHU
Lara Johnson
March 19, 2022
The Montefiore Medical Center is a non-profit, academic medical center located in Bronx, New York. The medical center’s mission is to heal, teach, discover, and to advance the health of the communities they serve, (Montefiore Medical Center, 2021). They created an incorporated system of care for its primarily low-income patients. Eighty percent of their patients
are on Medicaid and Medicare. Throughout the years MMC has been able to achieve financial and organizational sustainability, which allows them to continue to serve and care for their community.
Every patient has the right to have access to adequate communication with their provider and other clinical staff in order to make sure they understand their medical care and treatment plan. There are a few different options that the organization has for those who are non-English speaking employees. The interpreter service department is available by calling the designated phone number and providing their departments access code to get language and translations services in over 150 languages. They provide portable phones with splitters that have two handsets, one is for the staff member and the other for the non-English speaker. Finally, there are
translators available for in-person for language assistance. MMC also offers assistance for those who are deaf, hearing impaired, and blind. The resources available to them are Teletypewriters, Closed Captioning, Communicards, Deaf Talk, and Pocket Talkers, (Montefiore Medical Center,
2021).
Montefiore Medical Center has an entire part of their website dedicated to patient resources. These resources include facility/provider information, emergency/social services information, and a patient health library. The only language options they offer is English and Spanish which is a downfall because there may be other people in the community that needs another language.
Employees of the Montefiore Medical Center are pushed to go the extra mile for their patients and look outside traditional medicine to help find solutions for complicated issues. (Chase, 2010, p 8) In order to accomplish this, they are given broad training to guarantee they are
proficient in communication and patient engagement. If employees need it, they provide this training in multiple languages to ensure everyone understands what is expected of them. For example, the MMC implemented training on improving diabetes care through collaboration by continuing to train their employees and improve communication with all patients, maintaining cultural competence, “Outreach workers have designed education materials to communicate with
the diverse needs of the population based on cultural, language and education-level needs.” (Chase, 2010, p 7)
It doesn’t matter how much training and different policies that are implemented, there will always be some sort of problem or insufficiency because we all make mistakes. In looking at
this case study, MMC has done well by providing services to make sure all patients, no matter what their background is, are able to have quality healthcare that everyone deserves. They have already taken big steps to help their community by offering a variety of interpreting services for patients who speak many different languages, services for the blind, hard of hearing, and deafblind.
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References:
Chase, D. (2010, October). Montefiore Medical Center: Integrated Care Delivery for Vulnerable Populations. The Commonwealth Fund. https://www.commonwealthfund.org/sites/default/files/documents/___media_files
_publications_case_study_2010_oct_1448_chase_montefiore_med_ctr_case_stud
y_v2.pdf
Montefiore Medical Center. (n.d.). About. Retrieved March 19, 2022, from https://www.montefiore.org/about#:%7E:text=The%20mission%20of
%20Montefiore%20is,of%20the%20communities%20we%20serve
.
Montefiore Medical Center. (2021, March 22). INTERPRETING SERVICES PROGRAM [Slides]. Powerpoint Presentation. https://www.montefiore.org/documents/staffing/interpreting_services_program20
07.pdf
Montefiore Medical Center. (n.d.-c). Patients and Visitors –. Retrieved March 19, 2022, from https://www.montefiore.org/patients-and-visitors
Montefiore Medical Center. (n.d.-b). Information for Patients. Retrieved March 19, 2022,
from https://www.montefiore.org/information-for-patients