Access Services

Language Access Services

How and what we communicate, as well as, how we receive communication from those we serve is very important in delivering quality care to our patients. In order to make sure this is done with dignity and respect, the St.Vincent Health ministry has been focusing on Language Access through compliance with the four federally mandated standards of the Culturally & Linguistic Appropriate Services in Healthcare (CLAS).  We work with each of our rural ministries to support the implementation of  CLAS standards in each Limited English Proficiency (LEP) work plan.

We provide training for Medical Interpreters that work in our hospital system in order to provide quality care and access to all LEP patients.  We have adopted the Bridging the Gap Medical Interpreter Training program developed by the Cross Cultural Health Care Program (CCHCP) in Seattle, WA.  St.Vincent Health associates use of staff interpreters, contracted interpreters and telephone interpreters.  Our interpreter services are offered at NO COST to our patients.  If an interpreter is not physically present in the ministry, we have installed "pink" language line phones and black cordless phones that provide immediate access to interpreter services.

Translation of vital documents are provided at St.Vincent Health.  We process documents for translation throughout our healthcare ministries.  We use contracted professional certified translators to provide access to vital documents needed for our LEP patients in their languages.

Health Access Services

Through RUAH, Health Access Workers (HAW's) continue to help clients/patients find medical homes and address barriers to accessing health care by referring patients to needed resources like Social Services and programs for which they may be eligible.  Additionally, Medication Access Coordinators continue to assist patients by enrolling them in pharmaceutical assistance programs to help obtain needed medications which they would otherwise be unable to afford.  To date, over 25,000 individuals have been served through the health access program, and over $13 million worth of low/no cost drugs have been provided.

In order to further health access work in the next fiscal year, RUAH plans to initiate the Pathways Model, adapted from the Ohio Community Health Access Project.  The Pathways model provides a means of tracking targeted interventions towards positive outcomes.  Health Access Workers will enroll patients in specific pathways according to their needs (e.g. Medical Home Pathway, Health Insurance Pathway, Prenatal Care Pathway).  Each intervention provided by a Health Access Worker will be documented as a "step" in a pathway.  A pathway is not considered complete until a pre-determined positive outcome is reached - for example, the Medical Home Pathway would not be complete until the Completion Step of "kept appointment with a primary care provider" is reached.

The Pathways model, therefore, shifts the focus of access to care from activities or interventions to outcomes.  It will help RUAH focus on positive measurable changes in patients' lives and create an opportunity to better demonstrate the impact of health access work.

Medication Access Services

Medication Access Coordinators (MAC's) assist patients with accessing free or low-cost medications.  MAC’s utilize MedData Services, a web-based system for applying for drug manufacturers’ Patient Assistance Programs (PAPs).  When patients are ineligible for such programs, MAC's work to locate other forms of assistance on patients' behalf, some of which include discount savings cards, co-pay relief programs, and $4 generic medication programs.