By The Joint Commission

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Each domain represents a key area that hospitals should address to make sure necessary systems and processes exist to meet the unique needs of each patient. The hospital can use the domains as a framework for exploring the organization’s readiness to address patient needs throughout the care continuum. ❑ Ensure the competency of individuals providing language services. ❑ Incorporate the issues of effective communication, cultural competence, and patient- and family-centered care into new or existing staff training curricula.

Train staff on how to access and work with auxiliary aids and services and AAC resources. • Note the use of auxiliary aids and services and AAC resources in the patient’s medical record. • Monitor the use of auxiliary aids and services or AAC resources. * See Appendix E: Resource Guide (page 80) for more information on staff training resources and courses. † See Appendix D: Laws and Regulations (page 68) for supporting information on the provision of auxiliary aids and services. 41 A Roadmap for Hospitals ❑ Integrate health literacy strategies into patient discussions and materials.

Both the surrogate decision-maker and the patient’s family must be involved (per the patient’s wishes) to tailor end-of-life care to the patient’s unique needs. Staff should make sure that the patient’s surrogate decisionmaker and family have an opportunity to ask questions and provide opportunities for them to participate in care discussions. * If the patient does not have a surrogate decision-maker, encourage the patient to identify such an individual during end-of-life care. • Ask the patient which, if any, family members he or she would like to involve in end-of-life care.

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Advancing Effective Communication,Cultural Competence, and Patient- and Family-Centered Care by The Joint Commission


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