Better Together – How a NYC Health System Leveraged their Values to Serve Their Most Vulnerable Patients during the Pandemic
Silvina de la Iglesia, CMI Spanish | Associate Director, Language Assistance Program, Patient Service Center, The Mount Sinai Hospital
Erica Rubinstein, LCSW, CPXP | Vice President of Service Excellence & Patient Experience, The Mount Sinai Health System
Lourdes “Lulu” Sanchez, MS, CMI | Director of Implementation, LanguageLine Solutions
June 16 2020 – 2:00-3:00 PM ET
The Mount Sinai Health System in New York City serves a very culturally and linguistically diverse patient population. Delivering safe, compassionate, and patient-centered care to the most vulnerable patients during the COVID19 crisis is only possible when an organization aligns its core values and staff commits to serving a higher purpose. Presenters will discuss how the health system strengthened communication with patients and families by working together to serve limited English proficient (LEP), as well as Deaf and Hard of Hearing patients during the crisis.
- Examine the value of organizational cultural alignment for delivery of patient-centered care during the COVID19 crisis.
- Share best practices for delivering translation, interpretation, and clear patient-facing communication during the crisis while keeping staff interpreters safe.
- Describe how partnering with a language access vendor through ongoing implementations can ensure staff is prepared to deliver healthcare in patient’s preferred language.
PXE Credit: 1