SCAN Health Plan Arizona is pleased to provide this Multicultural Communications guide to assist physicians and their staff in communicating effectively and compassionately with patients from diverse cultures. This guide was created by the Industry Collaboration Effort (ICE), Cultural and Linguistic Services Workgroup, a team of dedicated professionals from across the nation, who created this communication tool kit to enhance the physician - patient relationship. Introduction: Why was this tool kit created? How can it help my practice? Section A: Resources to assist communication with a diverse patient population base Working with Diverse Patients: Tips for Successful Patient Encounters Partnering with Diverse Patients: Tips for Office Staff to Enhance Communication Non-verbal Communication and Patient Care “Diverse”: A Mnemonic for Patient Encounters Tips for Identifying and Addressing Health Literacy Issues Interview Guide for Hiring Office/Clinic Staff with Diversity Awareness Section B: Resources to communicate across language barriers SCAN Health Plan Arizona has contracted with Language Line for telephonic interpretative services. The company has translators for more than ninety (170) languages. To access these interpretative services, contact Member Services at 1-(888)-540-7226. Tips for Communicating Across Language Barriers 10 Tips for Working with Interpreters Tips for Locating Interpreter Services Telephonic Interpreting Companies Language Identification Flashcards Common Signs in Multiple Languages (English-Spanish-Vietnamese–Chinese) Common Sentences in Multiple Languages (English-Spanish-Vietnamese–Chinese) Employee Language Skills Self-Assessment Tool Section C: Resources to increase awareness of cultural background and its impact on health care delivery Let’s Talk About Sex Pain Management Across Cultures Cultural Background: Information on Special Topics Promoting Cultural and Linguistic Responsiveness: A Self-Assessment Checklist for Personnel Providing Health Care Services Section D: Reference resources for cultural and linguistic services Title VI of the Civil Rights Act of 1964 Standards to Provide “CLAS” Culturally and Linguistically Appropriate Services Executive Order 13166, August 2000 Bibliography of Major Sources Used in the Production of the Tool Kit Cultural Competence Web Resources Acknowledgement of Contributors from the ICE Cultural and Linguistic Workgroup To print the entire tool kit, click here Source: Industry Collaboration Effort (ICE)