Yankier Perez, a Cuban hospital pharmacy technician fell in love with (and later married) a young lady from Wales. Her first language was Welsh, so in order to more effectively communicate with her and his new family, he decided to learn Welsh (and English). Not only does he communicate with his family, he also helps patients at the hospital (especially those who have had a stroke or dealing with dementia) by speaking to them in Welsh. The patients and their families feel a measure of comfort being able to speak and be understood in their first language.
There's A Pharmacist In The House will soon roll out C.A.L.M., an interactive suite of options that facilitate emotional wellness with language and music. The purpose of this disruptive innovation is simply one of recognizing that incorporating culture into patient encounters, enhances the quality of the patient experience. And better patient experiences directly translate into healthier outcomes while simultaneously decreasing healthcare costs.
(The triple AIM of the Institute of Healthcare Improvement (IHI) includes increasing the quality of the patient experience, decreasing costs, and improving outcomes.)
The hospital where Yankier works has initiated a campaign to encourage staff to use their Welsh in the workplace, emphasizing that perfect comprehension or speaking isn't necessary.
There's A Pharmacist In The House considers this form of immersion a forward thinking and progressive project that will minimally increase patient experiences and engagement, but also directly decrease healthcare expenses as patients will better understand the care provided and have confidence in asking HCPs questions.
Former programs that were based in checking a list of employees that had signed up to interpret/translate often failed as employees, especially from other departments, rarely would be free to leave their own departments to interpret for patients in the emergency room or even in an inpatient room, when needed.
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