2016 diversity, inclusion & community affairs report

Mountain Park Health Center2016 Diversity, Inclusion, and Community Affairs Report.

2016 Diversity, Inclusion & Community Affairs Report


CONTENTS

2017 Focus Areas

3 The Power of Connection

5 2016 Focus Areas Revisited

6 Things that Make us Proud

8 Assessment Results & Highlights

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THE POWEROF CONNECTIONWith every new year, we are fortunate to expand

and connect with our stakeholders in increasingly

new and creative ways. Twenty sixteen was

certainly a year of leveraging the POWER of

CONNECTION to do our part in creating healthy

communities. It was a year in which Mountain

Park Health Center was recognized for several

strategies we’ve been able to put in place or

expand, but the recognition and awards would not

be possible without connecting the appropriate

dots and strong partnerships.

Twenty sixteen was also a year of adaptability

and needing to respond to local and national

shifts. We held our first Safe Space dialogue in an

effort to create an environment to acknowledge

and address concerns from our staff who may be

impacted directly or indirectly as refugees and

asylum seekers, the undocumented community,

LGBTQ rights and marriage equality, Muslim faith

community, hate crimes, as well as the future of

the Affordable Care Act (ACA).

It is clear that the power of connection will

continue to be an important tool that we utilize

to sustain our ability to continue carrying out our

mission and maintain our ability to be the most

welcoming, inclusive, and community embedded

organization we can be.

Our work continues.

Please Enjoy,

Essen Otu

Senior Director

Diversity & Community Affairs

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“I recently moved here to AZ and love the customer service with this clinic. Everyone greets you with a smile, is very friendly, and helpful staff and physicians.” Anonymous Patient Survey Respondent


2016 FOCUS AREAS REVISITED

FORMAL PATIENT AMBASSADORS PROGRAM

CREATE

DEVELOP

LAUNCH

STRATEGY FOR MEDICAL INTERPRETING TRAINING

BRING YOUR FULL (TRUE) SELF TO WORK CAMPAIGN

Although our Patient Ambassadors program was launched in order to

engage more patients on our Diversity Site Councils, patient recruitment

continues to be an ongoing challenge.

Our medical interpreting training strategy was developed in 2016 and

is now ready to launch in 2017. We feel this will allow us to customize

curriculum, train more bilingual staff, and add greater language access for

our patients.

Launched and well received at our 2016 Diversity Site Council Summit

and revisited in our 2016 assessment employee survey, the campaign will

continue in a more embedded way through 2017.

5


Feeling more valued & respected

THINGS THATMAKE US PROUD

Percentage of employees who feel valued and respected for

the diverse culture(s), perspectives, beliefs, ability/disability,

language(s), and opinions they bring to Mountain Park.

The 2016 presidential election enacted and proposed policy changes that created fear and anxiety

among many of our stakeholders. We listened to and acknowledged those concerns and understood our

employees, patients, and communities would continue to be impacted by national and local policy changes.

Our organizational commitment to diversity and inclusion was again re-confirmed as we provide resources

to our staff and worked quickly to create a safe space for dialogue where our employees had an opportunity

to express their concerns, hear from organizational partners and subject matter experts on topics ranging

from refugees and asylum seekers, undocumented community, LGBTQ community & marriage equality,

Muslim faith community, and future plans for the Affordable Care Act. We continue to ensure we are hearing

our employees, patients, and community's concerns and are creating safe spaces for dialogue where our

stakeholders feel comfortable, welcomed, and accepted for who they are.

87%

2016

81%

2014

6

https://www.aclu.org/

http://alwaysaz.org/

http://vitalysthealth.org/

https://www.onecommunity.co/

http://www.aachc.org/


New American Citizen and Member of the Mountain Park Family

MEET RABAH

Number of Community Ambassadors hours volunteered (9/26/2015 through 12/31/2016)1,490

Click here to view the National Best Practice Highlight on Health Outreach Partners website

The 2016 American Planning Association National Conference chooses Mountain Park Gateway Clinic for stop on Healthy Community Design mobile workshop tour.

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https://www.youtube.com/watch?v=MHxFQGPqx_Q

http://outreach-partners.org/2016/04/14/creating-culture-inclusion-improve-patient-care-staff-capacity/


INCREASINGLY MORE WELCOMING

Percentage of community stakeholders who responded favorably when asked to rate Mountain Park as a welcoming place

for all members of our community.

88%

2014 2015 2016

90% 95%

Click here to download the Community Inclusion Survey summary

Lina Ali, Somali Case

Manager & Dr. William

Van Arsdell, Pediatrician:

Gateway Clinic

“I'm happy to sing praises of Dr. Van Arsdell and Lina Ali. Lina was pleasant and friendly, already knew our family, and was a very professional and supportive interpreter. Dr. Van Arsdell…was patient, spoke slowly, simply, and clearly for Lina, and made eye contact with our Somalian mom during her responses. He structured his questions in non-judgmental ways when conducting his history, for example saying something like,

“Knowing that Somali custom is not to use folk remedies during pregnancy, is it also custom to abstain from alcohol and drugs?" He was quiet, gentle, friendly and took lots of time with the mom and child. He created a warm, safe environment for all.” Lynn M. Moriarty, Alhambra School District

http://mountainparkhealth.org/wp-content/uploads/2015/08/2016-Community-Inclusion-Survey-Summary.pdf


WE SPEAK YOUR LANGUAGE!

Mountain Park Patients Speak

70Languages

“Mountain Park is special…because we have an amazing multi- lingual practice. Patients never have to worry or stress that they won’t be understood because of our language access services.” Mountain Park Clinical Pharmacist Rajal Patel

Araceli Wandachowicz, Department interpreter:

Maryvale Pediatrics Department, interprets for Dr.

Kariuki and his patient

Of Spanish-speaking patients prefer interpretation services delivered by Mountain Park staff.

86%


Number of Mountain Park Health Center employees in 2016 who successfully completed the eighty-hour Spanish Bilingual Assistant (SBA) Program: Introduction to Medical Interpreting

19

Mountain Park Spanish Bilingual Assistant

Graduates & Instructors

Thank you so much for giving me this opportunity. I am looking forward to assisting all in need with this awesome gift MPHC has given me. Jeannette Ramirez, SBA Graduate (June 2016), Gateway Clinic

Of patient survey respondents who strongly agree that we have excellent language services

92%

See patient survey summary here

http://mountainparkhealth.org/wp-content/uploads/2015/08/2016-Patient-Survey-Summary.pdf

Mountain Park Health Center2016 Diversity, Inclusion, and Community Affairs Report. GENOVEVA LEDEZMA, MA LEAD

CONNECTING IN OUR COMMUNITY

“I was going through a very difficult time in my life…but thanks to Genoveva and the Community Ambassadors program, volunteering got my mind off of the bad and I was able to focus on helping others, which also helped me.” Marivel Alvarez, Medical Assistant: Gateway

Mountain Park Community Ambassador, Mike Davis

bonds with students while volunteering for career day

Community Ambassadors Program Received 2016 City of Phoenix

Volunteer Impact Award!

Can Community Ambassadors help Mountain Park retain millennial employees? We say YES!

$34,016.70 Estimated value of Community Ambassadors volunteer hours.* *Find volunteer time value here

of Employees Strongly Agree or Agree that the Community Ambassadors Program has led to a deeper understanding and connection to the communities we serve.

82%

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http://www.well-beingindex.com/millennials-want-jobs-that-promote-their-well-being

https://www.youtube.com/watch?v=iXFeMuHR18c&feature=youtu.be

https://www.youtube.com/watch?v=iXFeMuHR18c&feature=youtu.be

https://www.independentsector.org/resource/the-value-of-volunteer-time/


COMMUNITY AMBASSADOR SPOTLIGHTS Community Ambassadors of the Year: Stephanie Santiago

Stephanie began volunteering with the Community

Ambassadors Program at the 2016 MLK Day Community

CleanUp. Since then, she has volunteered almost 60 hours in

the community, has been instrumental in leading others to

volunteer, and has taken the lead on several projects including

the last Grand Canal Clean Up. Stephanie has volunteered

at health & resource fairs, UMOM’s Walk for Homeless

Families, has taught classes and worked with children at New

Pathways for Youth, Arizona Call- a- Teen Youth Resources

and the Florence Project. Thank you Stephanie!

When one of our most active Community Ambassadors decided to

leave Mountain Park, we were sad to see him go. The good news is

that he came back! One of the reasons he says he came back was our

Community Ambassadors program. “I felt like I lost a piece of myself...”

“The program has permitted me to break out of my introverted shell,

which was a task I had yet to accomplish before the program. Going

out to the various events and informing everyone about the wonderful

programs we offer at Mountain Park is not only loads of fun but, also

very rewarding because you go home knowing you just introduced that

person to affordable health care, which is Mountain Park's mission."

Clemente Luevanos, Medical Assistant Maryvale

Clemente’s Story: How Volunteering Brought Me Back to Mountain Park


“Girl Scouts Troop 6947 has had amazing experiences earning their First Aid and My Best Self badges through their partnership with Mountain Park Health Center. The girls were able to learn all about nutrition and first aid from experts in the field, as well as visit one of the clinics. Without the partnership with MPHC these ever-lasting lessons would not have been possible.”

Stacie Jo Eusebio, Vice Principal & Girl Scout Troop Leader for Imagine Schools-Camelback

http://www.girlscoutsaz.org/


PARTNERSHIPHIGHLIGHTS

2012

2013

2015

Island Liaison Introduced to Mountain Park and begins referring patients to Mountain Park.

Island Liaison founder, Claudia Kaercher joins East Phoenix (Gateway) clinic Diversity Site Council.

Island Liaison provides “Imagine Micronesia” presentation for Mountain Park Diversity Lunch & Learn at our Tempe clinic.

http://islandliaison.org/


2015Mountain Park presented with donation from Island Liaison.

DECEMBER2016Mountain Park features Tilda Jesse in Mountain Park story.

2016: Mountain Park decides to feature Tilda Jesse in Mountain Park story.

https://www.youtube.com/watch?v=Oe9GMkGZ0cg

https://www.youtube.com/watch?v=Oe9GMkGZ0cg


STRENGTHENING CONNECTIONSDiversity Site Councils

In 2016, we made strides in connecting our stakeholders

to each other, gained understanding in varying

perspectives, and helped to leverage assets. Perhaps our

most impactful event of the year was our 2016 Diversity

Site Council Summit with the theme of Authentic

Diversity. Mountain Park staff, community partners,

and patients along with amazing presenters and

facilitators generated important reflections, emotional

connections, and important ideas that we hope to

explore and implement in the future. Summit participants develop ideas for

the Identity Iceberg exercise.

Members from various Mountain Park Diversity Site

Councils pictured at 2016 Summitt.

Poet and spoken word artist Thomas Stanton

leads authentic identity activity and dialogue.

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“I want to thank you and all of the Diversity team members in your office for the excellent session Friday. I have been touched by and have thought about the increasing commentary on the importance of personal authenticity during the past couple of years at least. It was great to learn and think more about this. My experience Friday was that all of the presentations and activities were lucid and impactful...

Thank you all for putting all of this together and sharing it with all of us.”

Dr. Van: Gateway Pediatrics


TRAINING & DEVELOPMENT

number of employees completed Diversity, Inclusion & Cultural Adaptability training in 2016.

35893%of 2016 employee survey respondents either agree or strongly agree when asked “I believe I am provided with the training and resources to do my job in a culturally appropriate manner.”

See employee survey summary here and here

Our investment in welcoming our LGBT community

Featured in HRC Resource Guide for staff

survey tool for annual Diversity, Inclusion,

and Cultural Competency Assessment

and completed training requirement making

MPHC a national HRC Top Performer in

LGBT healthcare.

Fenway Institute: Provider and Operations

Leadership LGBT Patient Care training

coordinated by LGBT provider champion

Dr. Jonathan Manwaring (pictured).

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http://mountainparkhealth.org/wp-content/uploads/2015/08/2016-Provider-Survey-Summary-1.pdf

http://mountainparkhealth.org/wp-content/uploads/2015/08/2016-Non-Provider-Survey-Summary-1.pdf

www.hrc.org

www.fenwayhealth.org


In 2015, we introduced our Diversity Resource HUB, a development tool with videos, documents, and weblinks created for our staff’s continual development. In 2017, we have been able to utilize this tool and share resources in ways we hadn’t previously considered. You can access our Diversity HUB resources and learn about some of our partners here.

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http://mountainparkhealth.org/diversity-hub/resources/


“Mountain Park Health Center staff are warm and personable. They listen to my concerns and do everything possible to meet my healthcare needs..”Anonymous Patient Survey Respondent


“Continue to recruit employees and staff from the surrounding community to bridge the language and cultural gaps. This also allows Mountain Park to become a vibrant employment/ income resource for the surrounding neighborhoods.” Anonymous Community Inclusion Survey Respondent


CONNECTING FOR CONTINUED IMPROVEMENTWe are certainly not a perfect organization, which is why we believe in ongoing assessment and continued

improvement. Here are a few opportunities we have to continue to build the culture and organization we

believe in.

93%of Mountain Park staff who answer “All” or “Some” when asked, “How much of your true self do you currently bring to work? (i.e. race, gender, sexual orientation, appearance, socio-economic background, etc.)”

7%of Mountain Park staff who answer “Very Little” or “I don't feel I can be my true self while at work” when asked, “How much of your true self do you currently bring to work? (i.e. race, gender, sexual orientation, appearance, socio-economic background, etc.)”

“I would suggest that Mountain Park employees respect various political beliefs, including conservative views. I have seen Mountain Park employees openly express liberal views and even joke/mock conservative views. This is a serious issue as I believe many employees would not find it acceptable to openly joke about liberal views in the workplace. This does not contribute to an atmosphere of openness and diversity of thought/beliefs.” Anonymous Mountain Park employee survey respondent

Feedback from our community:“Mountain Park is very strong

with the underserved population.

Would seek to make those

in the middle class (and above)

also welcome and comfortable

in the environment as part of

diversity enhancement.”

Anonymous Community Inclusion

Survey Respondent


2017 FOCUS & REFINEMENT AREAS

Explore New Social Determinants of Health to Address

Launch Internal Medical Interpreting Training Program

Identify and Encourage Staff Participation on Boards and Commissions

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CORPORATE OFFICE2702 N. 3rd Street, #4020 • Phoenix, AZ 85004

Telephone: (602) 323-3344www.mountainparkhealth.org • [email protected]

2016 diversity, inclusion & community affairs report

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