Health Literacy: Initiative to Advance Patient-centered Care

A team was created to ensure that all patients regardless of race, ethnicity, language, disability and sexual orientation received the same level of care.

A gap analysis identified additional translation resources were needed for sign language as well as infrequently used languages, race and ethnicity data needed to be collected using a more reliable method, documentation of preferred language for health care was needed to help staff tailor patient care and communication to patients regarding resources available was lacking.

After implementing changes, interpretation usage hours increased 73% from baseline period with a gradual increase over a 12 month period. Preferred language for health care needs was documented in the medical record and compliance has gradually improved from 84 percent to the present rate of 99 percent over a 10 month period and sustained for the most recent six months at 99 percent.

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This case study is part of the Illinois Hospital Association's annual quality awards. Each year, IHA recognizes and celebrates the achievements of Illinois hospitals in continually improving and transforming health care in the state. These hospitals are improving health by striving to achieve the Triple Aim--improving the patient experience of care (including quality and satisfaction); improving the health of populations; and reducing the per capita cost of health care.

Award recipients achieve measurable and meaningful progress in providing care that is:

• Safe
• Timely
• Effective
• Efficient
• Equitable
• Patient-centered

(The Institute of Medicine's six aims for improvement.)