#1829_WSLHD_Multicultural Health Plan_2B_WEB

Strategic Priority 5:

WSLHD communicates effectively with consumers of CALD backgrounds using a range of appropriate formats, media and communication channels.

Strategy

Main gaps

What will we do

Major lead, stakeholder and partners

EDs / GMs, MCHS, Translation Service (TS), HLH

5.1.1 Ensure CALD patients, consumers and communities have access to easy to understand information to support their health needs and ability to be involved in decisions about their care 5.1.2 Explore the potential for the establishment of a seeding grants program to support WSLHD services in developing essential multilingual materials and develop appropriate processes to support the program (guidelines on the use of funding and application process) 5.1.3 Ensure guidelines, systems and processes are developed, implemented and evaluated to support staff in developing in language patient communication materials 5.1.4 Develop, implement and evaluate a process to ensure CALD consumers/service users’ feedback is sought on patient communication materials, including translated information prior to their implementation 5.1.5 Develop easy to access and understand patient/consumer rights and responsibilities information in English and in the top 15 WSLHD languages in written and video/audio formats

Dermatology Department Westmead – need for establishing Genital Dermatology Clinic and Pigmentation Disease Clinic Maternity services access to antenatal classes and support of patients across acute services – Maternity Liaison Officers (MLOs) Referral to Transcultural Mental Health Centre (TMHC) –bilingual/bicultural clinicians/counsellors by non-MH services including GPs, community organisations

5.1 Develop information resources in

formats that meet the needs of CALD consumers and are accessible

MCHS, TS, WSLHD MCH Committee

Translation Service, HLH

EDs / GMs, MCHS, TS

Patient and Carer Experience, Office of the Chief Executive, MCHS, TS, HLH EDs / GMs, WSLHD Multicultural Health Committee, HCIS Organisational Development &Learning, MCHS, Patient and Carer Experience, HLH Organisational Development &Learning, MCHS, Patient and Carer Experience, HLH

5.2.1 Increase Telehealth capabilities and escalate the need for acquisition of up-to-date equipment

Video interpreting not widely used and available There is no cultural sensitivity training routinely provided Knowledge of cultural sensitivity towards the end of life matters Lack of clear directions regarding the use of bilingual staff (clinical and non-clinical) in direct service delivery

5.2 Develop strategies to improve

communication between health staff and CALD consumers, their carers and families

5.2.2 Identify opportunities to incorporate intercultural communication and health literacy training into available training modules both face to face and online 5.2.3 Develop training modules for non-clinical and clinical staff to build their capacity to effectively communicate with CALD patients and consumers and implement through identified platforms and evaluate

Refer to 3.1.1

WSLHDMCH Committee, People & Culture, MCHS, HCIS

5.2.4 Develop a clear WSLHD position /policy on the use of bilingual staff (both clinical and non-clinical) in direct service delivery

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WSLHD Multicultural Health Plan 2022-2025