New E-Learning Program Trains Physicians and Nurses in Cross-Cultural Health Care

Aetna successfully trains 1,550 physicians and nursing using Quality Interactions

MINNEAPOLIS, MN -- May 5, 2004 - Critical Measures, LLC, and the Manhattan Cross Cultural Group (MCCG) have released the nation's first interactive e-learning program designed to train physicians, nurses and other health care professionals in cultural competence. Quality Interactions: A Patient-Based Approach to Cross-Cultural CareŠ is a case-based course designed to provide clinical staff with knowledge and skills to communicate more effectively and facilitate quality care for culturally diverse patient populations.

Developed by Joseph R. Betancourt, MD, MPH; Alexander R. Green, MD, MPH and J. Emilio Carrillo, MD, MPH - three physicians who founded MCCG and are nationally recognized experts in the field of cross-cultural health care and education - Quality Interactions provides a foundation to identify and address culturally linked health care disparities. According to the Institute of Medicine's report, Unequal Treatment, research indicates that the development and implementation of training programs for health care providers offers promise as a key intervention strategy in reducing health disparities.

Cultural competency is the ability of individuals or groups to respond respectfully and effectively to people of all cultures and ethnic backgrounds in a manner that values cultural similarities and differences. As our nation becomes more diverse, cultural competence is rapidly becoming a business and risk management issue for hospitals, necessary skill set for clinicians, and a major quality of care issue for health plans.

Aetna successfully trains 1,550 physicians and nurses using Quality Interactions In September 2003, Aetna introduced the e-learning program to all of its clinical professionals to increase awareness of cultural disparities and improve the way the company assists members in navigating the health care system. To date, more than 95 percent of Aetna's 1,550 physicians and nurses have completed the training.

"As part of our ongoing efforts to enhance the quality of care our members receive, Aetna is making a concerted effort to address racial and ethnic disparities in our health care system," said Aetna Chairman and CEO, John W. Rowe, M.D. "As clinical professionals, if we can deepen our own understanding of disparities among racial and ethnic groups, we will be better equipped to work with physicians and members by targeting educational and outreach programs to the specific needs of these populations."

Quality Interactions is a two-hour e-learning program based on a cross-cultural curriculum widely acknowledged as the "best in the U.S." and taught at several leading academic medical centers around the country. Upon completion of the course, participants will be able to: discuss why cultural competence is important to the delivery of high-quality care; describe the social and cultural issues that are most relevant in caring for diverse patient populations; communicate effectively across diverse cultures; and develop appropriate management strategies that account for patients' cultural perspectives and preferences.

"The training immediately engages the user by providing information about thoughtful approaches to people working with various ethnic groups to better understand people's perceptions and expectations of the health care system," said Andrew Schuyler, M.D., Aetna senior medical director, northern New Jersey.

Patricia Mueller, M.D., Aetna regional medical director, Mid-Atlantic region, also participated in the program. "The cultural competency training was beneficial because it provided me with a broad understanding of ethnically diverse groups," Mueller said. "This training is especially valuable for Aetna's case managers, who work with members every day. In many cases, different communication styles are needed to elicit information from culturally diverse members or to improve compliance with medical programs."

No classrooms, users complete course at their own pace

The Quality Interactions e-learning program allows users to move at their own pace, at a time that is convenient for them. It presents real-life patient cases in an interactive format that allows users to develop skills as they work through the course. This approach builds a framework to help clinicians master how to integrate clinical information with cross-cultural information from the individual patient to improve quality of care and eliminate disparities. Personalized real-time feedback and a pre- and post-tests verify mastery of skills covered in the program. The program also includes links to evidence-based practice guidelines and offers CME credit for physicians and CEU credit for nurses and other health care professionals.

Quality Interactions is available through Critical Measures, LLC, a premier training and consulting organization that has partnered with the Manhattan Cross-Cultural Group to develop and distribute this e-learning program.