Page 213 - Cultural Competence in Health Education

STANDARD 7
Health care organizations must make available easily understood patient-related mate-
rials and post signage in the languages of the commonly encountered groups and/or
groups represented in the service area.
STANDARD 8
Health care organizations should develop, implement, and promote a written strategic
plan that outlines clear goals, policies, operational plans, and management accountabil-
ity/oversight mechanisms to provide culturally and linguistically appropriate services.
STANDARD 9
Health care organizations should conduct initial and ongoing organizational self-assess-
ments of CLAS-related activities and are encouraged to integrate cultural and linguistic
competence-related measures into their internal audits, performance improvement pro-
grams, patient satisfaction assessments, and outcomes-based evaluations.

STANDARD 10
Health care organizations should ensure that data on the individual patient’s/consumer’s
race, ethnicity, and spoken and written language are collected in health records, integrated
into the organization’s management information systems, and periodically updated.
STANDARD 11
Health care organizations should maintain a current demographic, cultural, and epide-
miological profile of the community as well as a needs assessment to accurately plan for

and implement services that respond to the cultural and linguistic characteristics of the
service area.
STANDARD 12
Health care organizations should develop participatory, collaborative partnerships with com-
munities and utilize a variety of formal and informal mechanisms to facilitate community
and patient/consumer involvement in designing and implementing CLAS-related activities.
STANDARD 13
Health care organizations should ensure that conflict and grievance resolution processes

are culturally and linguistically sensitive and capable of identifying, preventing, and
resolving cross-cultural confl icts or complaints by patients/consumers.

STANDARD 14
Health care organizations are encouraged to regularly make available to the public informa-
tion about their progress and successful innovations in implementing the CLAS standards
and to provide public notice in their communities about the availability of this information.
Source: Offi ce of Minority Health, 2001.

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