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Responding to the Language Challenge: Kaiser Permanente's Approach.

Kate Meyers, Gayle Tang, Alicia Fernandez

The Permanente Journal

|August 27, 2010

Summary

Kaiser Permanente improved health care quality for patients with limited English proficiency by developing linguistic and cultural services. Key strategies included language-specific modules and a centralized Multicultural Services Center.

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Area of Science:

Health Services Research
Health Equity
Linguistic Access in Healthcare

Background:

Limited English proficiency (LEP) poses significant barriers to quality healthcare.
Effective communication and cultural competency are crucial for equitable patient care.
Healthcare systems face challenges in providing adequate linguistic and cultural services.

Purpose of the Study:

To identify drivers, processes, and success factors for implementing linguistic access models in a large healthcare system.
To inform current debates on improving healthcare quality for patients with limited English proficiency.
To outline challenges and lessons learned for the broader healthcare field.

Main Methods:

Qualitative case study of Kaiser Permanente (KP) San Francisco Medical Center.
Semistructured interviews with eight clinical and administrative leaders.
Thematic analysis of interview data to identify key themes.

Main Results:

KP developed linguistic and cultural services due to demographic shifts, quality concerns, and satisfaction issues.
Early strategies included language-specific modules and a centralized Multicultural Services Center.
Subsequent initiatives focused on interpreter services, bilingual staff optimization, and translation infrastructure.

Conclusions:

KP's long-term experience offers valuable insights into developing linguistic and cultural care.
Lessons learned can guide other health systems, insurers, and policymakers.
Implementing effective linguistic services is essential for improving care quality and safety for LEP patients.