Suggested Questions for Interviews

INTERVIEW QUESTIONS

The following are questions that might be posed to individuals both within and external to the organization who are interviewed as part of the self-assessment process.

The purpose of the interview is to add the dimension of personal experience to the information gleaned from the questionnaire and to identify unexplored areas. While many of these questions are covered in the questionnaire, additional insights will be obtained as the interviewees address these questions in terms of their experience and the context of their jobs.

Along with data reported in the questionnaire, these answers will help your organization assess its overall cultural competence and identify steps for action. These questions may be supplemented by others suggested by the committee. Also, interviewees may wish to discuss other aspects of diversity and/or share written materials with you.

SUGGESTED INTERVIEW QUESTIONS (select those questions which you feel add value to the information you have gathered in the Organization Assessment Tool)

1. When you hear the term "cultural competence," what comes to mind?

2. What are the most challenging priorities of the multi-ethnic and cultural nature of the healthcare organization?

3. What are the major organizational obstacles (policies, organizational characteristics) inhibiting ethnic and cultural understanding among staff, patients, providers, etc.? What are the major organizational characteristics that enhance the multi-ethnic and cultural nature of the healthcare organization?

4. As the healthcare organization has attempted to meet the needs of ethnic and cultural diversity, what issues have arisen (need for resources, conflict, etc.)?

5. What mechanisms, if any, are in place that promote communication among different levels and departments of the healthcare organization regarding issues of cultural competence?

6. What has the healthcare organization done to provide the best care for the multi-ethnic and cultural patient population (e.g. educating providers in regard to different ethnic/cultural beliefs and practices; use of specific services -- interpreters, community liaisons, etc.)?

7. In what ways have you addressed the ethnic and cultural needs of patients as they receive care throughout the continuum (home health, social services, etc.)?

8. What services, programs, etc. are available to staff regarding ethnic/cultural-related issues?

9. In what ways are providers trained and helped to deal with ethnic and cultural issues (e.g. trained to recognize diseases common in certain populations, mechanisms and protocols by which providers can request assistance in dealing with ethnic/cultural patient issues and needs)?

10. What relationships does the healthcare organization have with particular community groups and how have these relationships affected the ethnic/cultural competency effort (community businesses under contract, initiatives with neighborhood health centers, etc.)?

11. What community outreach actions have been taken by the healthcare organization (e.g. health education programs, materials and forums for various ethnic/cultural groups, community support for patients of various ethnic/cultural backgrounds)?

12. In what ways are ethnic and cultural differences recognized throughout the healthcare organization (e.g., celebration of certain days, programs focused on specific health needs of a particular group)?

13. What, if any, ethnic/cultural professional programs are there to develop, as well as attract staff? Are internships targeted toward ethnic professionals? Mentoring programs? What are the challenges in developing and delivering these programs?

14. What government guidelines or regulations guide or influence your programs and initiatives regarding ethnic/cultural diversity and cultural competence?

15. What are the greatest strengths and the biggest concerns of the healthcare organization regarding the delivery of care to and interactions with the multi-ethnic/cultural populations of its community?

16. What have you seen, or would you like to see in terms of actual effects of ethnic/cultural initiatives on the work environment and on patient care?

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*(Acknowledgment is given to Deborah Dwork, Employee Relations Director, Beth Israel Deaconess Healthcare organization, Boston, MA, who developed many of the above questions for use in its self-assessment.)

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