DIVERSITY, INCLUSION, & COMMUNITY AFFAIRS REPORT2015. Creating Healthy, Inclusive Communities

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1 DIVERSITY, INCLUSION, & COMMUNITY AFFAIRS REPORT2015 Creating Healthy, Inclusive Communities

2 CONTENTS

3 Mountain Park Health Center continues to be a vibrant community asset throughout District 8. As Councilwoman of this area, I was amazed to see the great work Mountain Park Health Center does, and look forward to continuing to partner with them in our community. KATE GALLEGO Phoenix City Councilwoman 3

4 LIFE EXPECTANCY SHOULDN'T BE PREDICTED BY A ZIP CODE CENTRAL/SOUTH PHOENIX SCOTTSDALE Life Expectancy 71 Life Expectancy YEAR AGE GAP CREATING HEALTHY, INCLUSIVE COMMUNITIES The last year has reinforced that our mission at Mountain Park really points to creating healthy, inclusive, communities. As we look back at 2015 and focus our sights on the work we ll do in 2016, we want to continue to focus on the opportunities we have to impact the health of our community more broadly than we have ever done. We have proven time and time again that we make better decisions when we engaged the broad array of perspectives our stakeholders bring to the table. The value added to our work and the satisfaction we see from our stakeholders when invited to engage in meaningful ways has resulted in exciting outcomes. This year s assessment report will highlight how we ve continued to add layers to our diversity, inclusion, and community impact as well as introduce some new things we put in place in As with previous years, the intent of this report is to share our impact, but to always keep an eye on refinement and continuous improvement. We know there is still work to be done. Please Enjoy, ESSEN OTU Senior Director DIVERSITY & COMMUNITY AFFAIRS 4

5 REVISITING 2015 FOCUS AREAS WHAT HAVE WE BEEN UP TO? CREATE EXPANDED LANGUAGE ACCESS PLAN With the addition of a Language Access Manager to our team, creating Mountain Park s first formal language access plan was accomplished. In 2015, we recruited more full time department interpreters, trained bilingual staff on interpreting skills, increased use of video remote interpretation, and raised awareness internally and externally about interpreting and translation options available at our clinics. LAUNCH MOUNTAIN PARK COMMUNITY AMBASSADORS PROGRAM The Mountain Park Community Ambassadors program was birthed out of a desire to be more embedded in our communities. The program has allowed Mountain Park employees to lend their time to various partner organizations in the community while increasing job satisfaction, strengthening partnerships, and creating greater awareness. IMPLEMENT STRATEGY FOR HEALTHCARE EQUALITY INDEX SURVEY AREAS OF IMPROVEMENT With the continued focus on developing an organization that is prepared, welcoming, and inclusive of LGBT individuals, Mountain Park has been able to improve our Healthcare Equality Index standing by meting 2 of the 3 eligibility criteria for the HEI in

6 WELCOMING PARTNERS COLLABORATION MATTERS Sustainability requires adaptation, flexibility, and the ability to embrace change. When we work collectively to leverage resources, everyone benefits. That is our perspective on collaboration and one of the key factors in our success. Island Liaison, Inc. Essen Otu and Gregorio Montes de Oca presented with traditional Micronesian neckpieces by Claudia Kaercher & Tilda Jesse from Island Liaison

7 EXPANDING LANGUAGE ACCESS Krista Roy with Dr. Mohamad Abukar and youth from Somali American United Council at World Refugee Day 133,142 = 1/3 MPHC APPOINTMENTS IN 2015 REQUIRED INTERPRETATION We're proud that we're able to help improve services to our patients as we continue to invest in training our staff as interpreters and expanding our full-time department interpreter roles. 90% 93% OF OUR PATIENT SURVEY RESPONDENTS STRONGLY AGREE OR AGREE THAT WE HAVE EXCELLENT LANGUAGE SERVICES. OF SPANISH-SPEAKING PATIENTS PREFER INTERPRETATION FROM MOUNTAIN PARK STAFF 7

8 EXPANDING LANGUAGE ACCESS As Mountain Park Health Center continues to grow and serve a broader diversity of patients, our commitment to language access remains front and center. Ensuring all families have access to our services and programs no matter what language they speak - is at the heart of our newly created Language Access Plan Rabah Radhi RABAH RADHI LANGUAGE ACCESS MANAGER Just wanted to drop you a note that we used the IPad today for Arabic and it worked perfectly. Very easy to use, very easy to communicate and understand each other! Mountain Park Spanish Bilingual Assistant Graduates & Instructors GATEWAY PROVIDER HEIDI DILLENBECK Marivel Alvarez uses the newly introduced Video Remote Interpretation (VRI) for IPad 8

9 COMMUNITY ENGAGEMENT Community members participate in the Love Your Block canal clean up and mural My thoughts are to continue the amazing work you are doing!!! Your staff is outstanding and has a great understanding of the communities you serve. COMMUNITY INCLUSION SURVEY RESPONDENT Community Ambassadors at World Refugee Day event

10 COMMUNITY ENGAGEMENT Thank you MPHC for your corporate culture that incorporates such a hands on approach and demonstrates your dedication to being a part of our community. Mary Moore (right) pictured with Gregorio Montes De Oca MARY MOORE GATEWAY COMMUNITY MEMBER 590 NUMBER OF COMMUNITY AMBASSADORS VOLUNTEER HOURS IN 2015* 111 TOTAL NUMBER OF STAFF TO PARTICIPATE IN 2015 $13, ESTIMATED VALUE OF COMMUNITY AMBASSADORS VOLUNTEER HOURS* *Totals for September-December 2015 As a community ambassador, representing MPHC has made me more aware of how important we as healthcare providers are to our community Being part of the community ambassadors program has given me an opportunity to be a better leader, parent, employee and also to be a more selfless person. GENOVEVA LEDEZMA, MA LEAD Genoveva Ledezma (second from left) and other Mountain Park Community Ambassadors

11 GROWING DIVERSITY SITE COUNCILS Dr. Jed Maddela receiving Tempe MLK award pictured with City of Tempe mayor and City Council Members Tempe Diversity Site Council member and patient Julius Thomas discusses his story and why he considers Mountain Park to be his medical home. 11

12 GROWING DIVERSITY SITE COUNCILS Members from various Mountain Park Diversity Site Councils pictured at 2015 Summit

13 TRAINING & DEVELOPMENT With the help of partners like Ability 360 the HRC, Asian Pacific Community in Action, and others, we were able to re-design our all-staff Diversity, Inclusion, and Cultural Adaptability Training in This newly developed training focuses on relevant, timely, and important topics such as social determinants of health, LGBT patient care, microaggressions, and unconscious bias. 42% 31% AVERAGE INCREASE IN PARTICIPANT KNOWLEDGE FROM PRE TO POST TRAINING SURVEY INCREASE IN CLINICAL STAFF WHO FEEL VERY PREPARED TO MEET THE NEEDS OF GAY, LESBIAN, BISEXUAL, AND TRANSGENDER PATIENTS 13

14 TRAINING & DEVELOPMENT This was an eye opening experience. I have had "cultural competency" trainings but not like this one. It taught me and made me a better person. I am able to provide better customer service now. EMPLOYEE TRAINING PARTICIPANT In 2015, we introduced our Diversity HUB, a development tool with videos, documents, and weblinks created for our staff s continual development, which is also available to anyone who accesses the Mountain Park website.

15 ADDRESSING CHANGING DEMOGRAPHICS The demographics of our nation and state are shifting and we recognize the importance of creating a welcoming and inclusive environment for our patients and employees. As we continue to grow, we are striving to increase our workforce diversity in order to tap into the richness in experience and perspective our present and future team members will bring into the organization. We will be working to address the concept of covering at work, or concealing your identity in some way, and deploying strategies that allow our employees to bring their full selves to work. HISPANIC +21% ASIAN +3% AFRICAN-AMERICAN +25% -8% WHITE MALE 67% Women/Minorities FUTURE LABOR FORCE 33% White Males us-inclusion-uncovering-talent-paper.pdf 3% % 2015 INCREASE IN NON-CLINICAL EMPLOYEES WHO IDENTIFY AS BLACK OR AFRICAN AMERICAN 15

16 ADDRESSING CHANGING DEMOGRAPHICS Clinical staff are now more willing to intervene or step in when they observe other staff engaging in behaviors that appear culturally insensitive, reinforce stereotypes, reflect prejudice, or do not align with our value of inclusion. 12% % % DROP IN NEVER INTERVENE RESPONSES 93% OF OUR PATIENTS STRONGLY AGREE/AGREE THAT MPHC EMPLOYEES REPRESENT THE PEOPLE IN THIS COMMUNITY INCREASE FROM THE PREVIOUS YEAR 4% I feel confident coming to this clinic. Me siento en confianza viniendo a esta clinica. PATIENT SURVEY RESPONDENT

17 Continue to recruit employees and staff from the surrounding community to bridge the language and cultural gaps. This also allows Mountain Park to become a vibrant employment/ income resource for the surrounding neighborhoods. COMMUNITY INCLUSION SURVEY RESPONDENT 17

18 2016 FOCUS & REFINEMENT AREAS CREATE FORMAL PATIENT AMBASSADORS PROGRAM DEVELOP STRATEGY FOR INTERNAL INTERPRETER TRAINING LAUNCH BRING YOUR FULL SELF TO WORK CAMPAIGN 18

19 CORPORATE OFFICE 2702 N. 3rd Street, #4020 Phoenix, AZ Telephone: (602)