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Slide 1 - Welcome to Aetna’s Cultural Competency Training
Slide 2 – At the end of this presentation you will be able to
Slide 3 - Good health begins with a good doctor/patient relationship and members knowing their rights. Among them is being treated with:
Keep in mind, Federal and state laws prohibit unlawful discrimination in the treatment of patients based on:
Slide 4 – As a healthcare professional, you can demonstrate your cultural competence by Identifying and understanding the?cultural,?ethnic,?racial?and?linguistic?needs and preferences of your patients and their families, and by embracing the principles of equal access and nondiscriminatory practices in your service delivery.
As an Aetna provider, you are also responsible for:
Slide 5 - Cultural factors that impact the doctor/patient relationship and patients’ health care decisions are broad and extremely varied. Common factors may include:
But there are also other factors like
It is important that you remain mindful of these factors as you develop your service delivery strategies.
Slide 6 - In order to maintain our NCQA accreditation, we are required to show how our provider network meets the cultural needs and preferences of our membership.
To demonstrate our commitment to meeting these standards and to monitor, track, and improve upon our members’ experiences, we conduct an annual member outreach campaign using the Consumer Assessment of Health Plan Survey. Members are asked to provide feedback about their satisfaction with their access to care as well as their in-network providers’ ability to meet their cultural needs and preferences.
In addition, we also fax an annual Physician Satisfaction Survey to ensure we are adequately providing you with tools and resources to meet your patients’ cultural needs. Your feedback is vitally important to us, so upon receipt we ask that you complete the survey and return it to us by the requested due date.
Slide 7 – To further demonstrate our commitment to supporting our members’?cultural,?ethnic,?racial?and?linguistic?needs, we also provide members with:
We also provide our internal health care professional staff with ongoing cultural competency training to deepen their understanding of the social determinants of health and other disparities among racial and ethnic groups.
Slide 8 – As part of our commitment to creating a healthcare environment that supports our members cultural, ethnic, racial, and linguistic needs, Aetna has created several programs to align this organizational strategy. Let’s review a few.
The first is our Aetna Maternity Program which provides education and culturally competent outreach to at-risk mothers in communities with known health care disparities such as chronic underlying health conditions to help decrease the risk of premature delivery and other complications associated with the social determinants of health in these communities.
One element of this program focuses on African-American women, and results have shown that moms enrolled in the program were more likely to have full-term babies than moms not enrolled in the program.
Slide 9 - Next, we have the Care Considerations??Program
Through this program, clinical alerts are sent to physicians and members based on highly respected sources of evidence-based medicine that identify potential gaps in care, medical errors and quality issues.
Examples of Care Consideration alerts for racial and ethnic minorities include:
Slide 10 – And, last but certainly not least, we can’t forget The Aetna Compassionate Care? Program, which offers service and support at no additional cost to members who are facing trying times such as serious illness. The program enlists our amazing Nurse case managers who provide patients and their families with expanded culturally sensitive resources to help them make tough health care decisions, including advanced care planning.
Slide 11 – Thank you for taking the time to learn about cultural competence and how a thoughtful service delivery strategy that acknowledges your patients’?cultural,?ethnic,?racial,?and?linguistic?needs and preferences can help improve their health care experience. As we close out the course, we invite you to take a moment to view this short video?entitled?‘Cultural Awareness for Healthcare Professionals’ to hear directly from patients about the importance of cultural competence in the healthcare environment. You may access the link for the video at the top of the page. Once the video ends, you may close the page and exit the course.
Slide 12 – (end presentation)
Good health — and a good doctor/patient relationship — begins with understanding your patients' cultural, ethnic, racial and linguistic needs. Watch this presentation to learn more about cultural competence and the important role you play as a provider.?
We’ve put together a list of links to help you manage the many things you do daily. So you can do your job more easily and get paid sooner.
*This video is intended to be a generic, high-level view of the onboarding journey with Aetna. It closely matches the journey for an individual medical provider. While there are differences with the onboarding journey for other types of providers, this video serves as a guideline.
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