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In celebration of Asian American and Native Hawaiian/Pacific Islander Heritage Month, Fidelis Care is honored to recognize the achievements and contributions of this diverse community. This month is a time to reflect upon how our commitment to providing quality services goes beyond just healthcare coverage. It is about enhancing health literacy and delivering culturally sensitive experiences tailored to every individual we serve.

When it comes to health literacy in Asian American and Native Hawaiian/Pacific Islander communities, Fidelis Care has identified several significant barriers. One of the most prominent challenges is the language barrier. Resources like our Language Line for calls, and written materials available in several languages help in our quest to provide comprehensive communications.

Cultural and religious differences also play a significant role. The diverse cultural backgrounds within these communities require us to be sensitive to nuances in our outreach efforts. The sheer diversity among this large community of people poses a risk of overlooking certain cultures and languages. The book “The Spirit Catches You and You Fall Down” by Anne Fadiman illustrates the difficulty that an immigrant family from Laos had in navigating the American healthcare system. It chronicles the family’s struggles of miscommunication because of the language barrier and cultural differences in accepting treatment options in caring for an epileptic girl. It is our goal to face these types of challenges head on, overcome them, and provide the best care possible for our members.

From a quality improvement standpoint, health literacy is crucial for enhancing the overall quality of care. When members are well-informed about preventive testing, screenings, and their health conditions, they are more likely to participate in these essential aspects of healthcare. Knowledge empowers members to make informed decisions about their health, leading to better outcomes overall. Improved health literacy also fosters better communication between patients and their healthcare providers, resulting in more accurate diagnoses, tailored treatment plans, and ultimately, improved patient satisfaction and outcomes.

Fidelis Care has taken proactive steps to address barriers to health literacy within Asian American and Native Hawaiian/Pacific Islander communities. Additionally, our workforce is diverse, representing various backgrounds, which helps us better understand and cater to the needs of our culturally diverse members.

Cultural competence is a key focus in our outreach efforts. Our staff undergoes training to ensure that our communications and interactions are sensitive to the cultural and religious differences within these communities. We also actively seek to include a diverse group of providers in our network to better serve our members. The company also offers our staff e-learning modules on culturally sensitive education, equipping our team with the knowledge and skills necessary to engage effectively with diverse populations.

Personalized education and engagement have been the most impactful strategies in overcoming barriers of health literacy in Asian American and Native Hawaiian/Pacific Islander communities. Engaging in one-on-one discussions with members and providing education in a manner that resonates with their cultural backgrounds have shown positive results. Collaborating closely with healthcare providers to ensure that they are equipped to educate and communicate effectively with members has been instrumental. Involving family members and leveraging their support in ensuring that members have access to and understand important health information has also been highly effective.

Fidelis Care Quality Improvement Director Davy G. Diongson MPA, RN oversees the member outreach team that supports members with scheduling medical appointments and educating members about their health. He holds a bachelor’s degree in nursing from the Hunter-Bellevue School of Nursing – CUNY, and a master’s degree in public administration from Baruch College – CUNY in New York City.

*Written in collaboration with the Fidelis Care Quality Improvement team: Judith Hamlin, Michelle Migliore, and Winnie Wong.