Physicians today are acutely aware of their patient population's diversity, and recognize the challenge of providing appropriate care based on the individual patient's cultural, linguistic, educational, and socio-economic needs. Providers must use their best judgment to try to meet the needs of their patients on an individual basis, and take steps to communicate effectively with patients.

Changing demographics of the United States have dramatically affected how people get health care services. According to the 2011 U.S. Census, about 20% of the national population and 21% of the Massachusetts population over five years of age speak a language other than English in the home. It is critical that health care organizations design and implement culturally appropriate services to meet the basic health care needs of an increasingly diverse population.

At Network Health, we aim to assist providers in delivering effective health care services to these diverse populations. We are working to implement national standards on culturally and linguistically appropriate services to position our organization to:

• Respond to current and projected demographic changes
• Meet federal and state mandates
• Improve the quality of services and outcomes
• Understand the impact of culture in health and illness
• Enhance the workplace environment

Training and education

Network Health encourages our providers to take a free cultural competency course from the U.S. Department of Health and Human Services. The course offers nine hours of Continuing Medical Education (CME) credits in the field of cultural competency. Physicians, physician assistants, and nurse practitioners are eligible to take the course and get nine CME credits (for physicians and physician assistants) or nine contact hours (for nurse practitioners). 

Translation services 

• Massachusetts Medical Society Directory of Medical Interpreter and Document Translation Services
• Language Line from AT&T

Language resources

• List of Member Languages by Service Area — This language list tells you the languages most frequently spoken by Network Health members in your area. It can help you anticipate the linguistic needs of your patients so you can provide the most effective care possible.
• Culture Clues are tip sheets for clinicians developed by the University of Washington Medical Center to increase awareness about the preferences of patients from diverse cultures and languages.

Additional resources

• Think Cultural Health is the flagship initiative of the Center for Linguistic and Cultural Competence in Health Care. The goal of Think Cultural Health is to advance health equity at every point of contact through the development and promotion of culturally and linguistically appropriate services.
• The National Standards on Culturally and Linguistically Appropriate Services (CLAS) serve to guide providers and health plans in delivering more culturally and linguistically accessible health care.