Cultural Competency Solutions For Higher-Value Healthcare

Boost revenues, lower costs, increase satisfaction, improve healthcare outcomes, and exceed standards with Quality Interactions’ suite of eLearning solutions. These engaging, effective courses teach the essential communication skills that healthcare professionals need to deliver high-value care to people from diverse cultures.


Programs for Clinical Professionals

Programs for Administrative, Patient Services, and Other Professionals

Additional Resources for a Richer Learning Experience



Programs for Clinical Professionals


Building Foundations

Course: Cross-Cultural Care: A Patient-Based Approach
(Former name: Overview of Cultural Competence for Clinicians)

Length: 30 to 45 minutes
Accreditation: 1 CME/CEU
Audience: Physicians, Nurses, and Other Clinical Staff

About this Course: This entry course offers a brief and targeted training for clinicians on culturally competent care. Through interactive exercises and mini-case vignettes, clinicians learn the key principles of the Patient-Centered Approach and Cross-Cultural Care -- including basic concepts, core cross-cultural issues such as mistrust and communication styles, language and interpreters, health literacy, health beliefs, and cross-cultural negotiation.

Learning Outcomes: Learn and master the basic concepts of cross-cultural communication



Course: Cross-Cultural Care in Mental Health and Depression
(Former name: Cultural Competence, Mental Health and Depression)

Length: 30 to 45 minutes
Accreditation: 1 CME/CEU/CCM
Audience: Psychiatrists, Psychologists, Psychiatric Nurses, and Social Workers

About this Course: Designed for mental health professionals, this course teaches communication skills that are essential to the diagnosis, treatment, and ongoing management of individuals with mental health conditions, especially depression. As social and cultural factors affect an individual’s presentation of conditions such as depression and influence perspectives around treatment and care management, it is critical that health care professionals have the tools and skills of cultural competence and cross-cultural communication.

Learning Outcomes:
1. Gain a better understanding of how depression affects the health of diverse populations
2. Understand the key social, cultural and external factors that are particularly important in the care of diverse populations and racial and ethnic minorities with depression
3. Apply an effective framework to understand and manage mental health conditions, especially depression, across cultures



Practical Applications


Course: Test Your Skills: Real Patient Cases for Physicians
(Former name: Physicians module)

Length: 1 to 2 hours
Accreditation: 2.5 CME
Audience: Physicians and Nurse Practitioners

About this Course:
In this dynamic case-based course, physicians master cross-cultural communication skills by interacting with three cultural diverse patients presenting with common health conditions. The learner engages with each patient to confront common cross-cultural challenges including diverse cultural understandings of disease and illness, communication styles, language barriers, decision-making styles, and mistrust, among others, and to address ways in which these differences affect adherence and treatment plans. Throughout, learners are presented with key concepts and skills of cross-cultural care and communication, while receiving personalized feedback.

Learning Outcomes:
1. Build a framework of skills for cross-cultural competency
2. Master techniques to integrate cross-culture information from individual patients into clinical care to improve quality of care and reduce disparities

Specialty versions available in: Oncology, Emergency Medicine, Geriatrics, Orthopedics, Pediatrics, Geriatrics, Rheumatology, and Women’s Health/Ob-Gyn

Course: Test Your Skills: Real Patient Cases for Nurses and Case Managers
(Former name: Nurses and Case Managers module)

Length: 1 - 2 hours.
Accreditation: 2.5 CEU/CCM
Audience: Nurses and Case Managers

About this Course: Similar to the physicians' version, this program presents three cultural diverse patients presenting with common health conditions, but from the nurse and case manager perspective. Participants are asked to evaluate the patient and work in a team-based fashion with physicians. The resulting interactions develop participants' understanding of cultural competency and healthcare, and help them build a framework for understanding and interacting effectively with people from diverse backgrounds.

Learning Outcomes:
1. Develop a framework for the patient-based approach to cross-cultural care
2. Master key concepts and techniques to integrate cross-cultural information from individual patients into clinical care to improve outcomes and reduce disparities



Course: Test Your Skills for Oncologists
(Former name: Oncologists 3-case 2.5 hours)

Length: 1 - 2 hours.
Accreditation: 2.5 CME
Audience: Oncologists and Oncologic Nurses

About this Course: Following the same case-based format as the Test Your Skills for Physicians course, oncologists and oncologic nurses master cross-cultural communication skills by interacting with three cancer patients and their families from different cultural backgrounds. The learner engages with each patient to explore common cross-cultural challenges including different understandings of illness and treatment, language barriers, different communication styles and decision-making customs, and mistrust, among others. Clinicians learn how these differences affect treatment plans in oncology and how to work effectively across cultures to improve cancer care.



Course: Test Your Skills for Pediatricians
(Former name: Specialty Pediatrics 3-case 2.5 hour course)

Length: 1 - 2 hours.
Accreditation: 2.5 CME/CEU
Audience: Pediatricians Physicians and Nurses

About this Course: Following the same case-based format as the Test Your Skills for Physicians course, pediatric physicians and nurses master cross-cultural communication skills by interacting with three pediatric patients and their families from different cultural backgrounds. The learner engages with each family to explore common cross-cultural challenges including different understandings of illness and treatment, language barriers, different communication styles and decision-making customs, and mistrust, among others. Pediatric clinicians learn how these differences affect adherence and treatment plans and how to work effectively across cultures to improve care.



Mastering Challenging Interactions


Course: Cross-Cultural Challenges: Congestive Heart Failure
(Former name: Refresher Course for CHF)

Length: 1 hour.
Accreditation: 1 CME/CEU
Audience: Physicians, Nurses, and Case Managers

About this Course: This case-based program presents Robert Cooper, a 63-year-old man of mixed ethnic background (Native American/Cherokee and African-American) with multiple chronic health conditions. He presents after two admissions to a VA hospital near his house for CHF exacerbation in the past 4 months. Through review of physical exam findings and simulated interaction with the patient, the learner must determine why Mr. Cooper’s CHF is worsening, what to do about it, and how to engage with the patient to come up with an appropriate and mutually acceptable treatment plan.

Learning Outcomes:
1. Review and reinforce major points related to cross-cultural communications and care
2. Refresh participants’ understanding cross-cultural framework



Course: Cross-Cultural Challenges: Lesbian, Gay, Bisexual, or Transgender
(Former name: Refresher for Lesbian, Gay, Bisexual, or Transgender)

Length: 1 hour.
Accreditation: 1 CME/CEU/CCM
Audience: Physicians, Nurses, and Case Managers

About this Course: This program presents Quan Trinh, a 19- year-old Vietnamese American man who has generally been healthy but comes in with his mother, at her urging, because of persistent abdominal pain. He speaks English but his mother does not. Through simulated interaction, the learner must negotiate complex cultural and family dynamics to learn more about the patient and his symptoms, determine whether his sexual orientation may be a causal or contributing factor, and gain the patient’s agreement to perform necessary tests.

Learning Outcomes:
1. Review and reinforce major points related to cross-cultural communications and care
2. Refresh participants’ understanding cross-cultural framework




Programs for Administrative, Patient Services, and Other Professionals


Building Foundations

Course: Effective Cross-Cultural Communications: The ResCUE™ Model
(Former name: Health Care Professionals Module One)

Length: 45 minutes to 1 Hour
Accreditation: Completion Certificate
Audience: All employees that work in health care organizations

About this Course: In this dynamic, flexible online course, participants engage in interactive exercises and case studies demonstrating how cross-cultural issues can lead to challenges in a typical work environment. The program teaches the ResCUE™ model – a set of concepts and communication skills that improve cross-cultural interactions with patients, customers/members, and colleagues in the workplace.

Learning Outcomes:
1. Respect and value cultural diversity
2. Communicate clearly in cross-cultural interactions
3. Understand and explore cultural differences
4. Effectively engage with individuals in cross-cultural interactions



Course: Effective Cross-Cultural Telephonic Interaction
(Former name: Health Care Professionals Module One for Health Plans)

Length: 45 minutes
Accreditation: Completion Certificate
Audience: All employees that work in a health plan setting

About this Course: Cultural competency is increasingly essential to the largely telephone-based customer service provided by managed care organizations. This course emphasizes best practice approaches to cultural competence communication for broad range of diverse populations, including racial and ethnic minorities, people with various disabilities, the LGBT community and others, in telephonic-based setting.

Participants build on the concepts and skills of the ResCUE™ model presented in the previous course. Exercises include new teaching points on respecting diversity, communicating clearly, understanding differences, and engaging individuals across cultures. Participants will build upon the skills learned in Effective Cross-Cultural Communications: The ResCUE™ Model and take their learning into greater depths.

Learning Outcomes:
1. Respect and value cultural diversity
2. Communicate clearly in cross-cultural interactions
3. Understand and explore cultural differences
4. Effectively engage an individual in a cross-cultural interaction



Course: Improving Adherence in Diverse Populations: For Pharmacists
(Former name: Improving Adherence in Diverse Populations: Tools for Pharmacists)

Length: 30-45 minutes
Accreditation: Retail 1 Pharmacy Credit; Clinical 1 Contact Hour by ACPE
Audience: Retail and Clinical Pharmacists

About this Course: Adherence to medications is critical to quality and patient outcomes, and as integral parts of the healthcare team pharmacists need to address this issue. This program consists of three 10-minute mini-modules that present pharmacists with typical cross-cultural situations that may affect how patients perceive and follow medication regimens. The first presents an overview on adherence, adherence behavior, the impact of non-adherence on diverse populations, and an overview of racial and ethnic disparities in health and health care. The second presents an overview of cross-cultural barriers to adherence, and highlights a tool —the ESFT model—that pharmacists can use to improve adherence among diverse populations. The last module provides brief, interactive case-vignettes that will allow the learner to apply what they have learned, and try their skills.

Learning Outcomes:
1. Have a better understanding of key cross-cultural barriers to adherence
2. Be able to describe basic strategies to manage these cross cultural barriers
3. Develop proficiency in the use of a brief assessment and counseling tool (the ESFT Model) that can be used to improve adherence in diverse populations


Practical Applications


Course: Test Your Skills for Health Care Professionals

Length: 45 minutes
Accreditation: Completion Certificate
Audience: All employees that work in health care organizations
Prerequisite Course: Effective Cross-Cultural Communications: The ResCUE™ Model

About this Course: This program builds on the learning of the Foundations course, Effective Cross-Cultural Communications: The ResCUE™ Model, deepening the understanding of the concepts and skills of the ResCUE model for cultural competence. It can serve as a booster course or a stand-alone learning experience. Exercises include new teaching points and interactive case studies on respecting diversity, communicating clearly, understanding differences, and engaging individuals across cultures. The course emphasizes a broad definition of culture and inclusiveness, including disability, LGBT, and other key issues.



Test Your Skills for Health Care Professionals (Health Plan Version)

Length: 45 minutes
Accreditation: Completion Certificate
Audience: All employees that work in a health plan setting
Prerequisite Course: Effective Cross-Cultural Communications: The ResCUE™ Model

About this Course: This program builds on the learning of the Foundations course, Effective Cross-Cultural Communications: The ResCUE™ Model, deepening the understanding of the concepts and skills of the ResCUE™ model for cultural competence. It can serve as a booster course or a stand-alone learning experience. Exercises include new teaching points and interactive case studies on respecting diversity, communicating clearly, understanding differences, and engaging individuals across cultures. The course emphasizes a broad definition of culture and inclusiveness, including disability, LGBT, and other key issues. This health plan specific course emphasizes telephonic interaction and other issues specific to the health plan setting.

Learning Outcomes:
1. Respect and value cultural diversity 2. Communicate clearly in cross-cultural interactions 3. Understand and explore cultural differences 4. Effectively engage with individuals in cross-cultural interactions



Additional Resources for a Richer Learning Experience


Cultural Competency Resource Site:

The Quality Interactions® e-learning courses provide a wealth of valuable information on providing culturally competent health care to diverse populations. The Quality Interactions® Resource Site makes this and other helpful information on cross-cultural health care readily available online. The site includes an index that organizes all of the information, references, and other resources for quick and easy access



Facilitator’s Guide:

Guidelines for healthcare organizations to conduct live, tailored follow up sessions for learners who have completed the Quality Interactions® program.



E-Newsletter Archive:

E-newsletters are distributed quarterly and contain mini-case vignettes with teaching points linked to course material, literature updates, and policy briefs on culturally competent care.



Live Training/Train the Trainer:

Quality Interactions® provides live leadership training sessions, large group seminars, and train-the-trainer programs to develop expertise within an organization to facilitate live sessions using the facilitator's guide.

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QUALITY INTERACTIONS® and ResCUE™ are trademarks of Quality Interactions, Inc.