0-100 measure of language services related to patient-centred communication, derived from items on the staff and patient surveys of the Communication Climate Assessment Toolkit (C-CAT)

Language services component of patient-centred communication: an organisation should determine what language assistance is required to communicate effectively with the population it serves, make this assistance easily available and train its workforce to access and use language assistance resources.

There are two components to the target population: staff (clinical and nonclinical) and patients. Sites using this measure must obtain at least 50 staff responses and at least 100 patient responses, including at least 50 patients who prefer to speak a language other than English with their doctor.

Staff respondents who do not have direct contact with patients are excluded from questions that specifically address patient contact. Patient respondents who report a preference for speaking English with doctors are excluded from items that pertain to translation and interpretation services, as they are unlikely to have utilised these services.

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Instrument-Based Data

p4qm.org/measures

p4qm.org/measures/1896