Cultural Sensitivity Assessment, University Medical Center Brackenridge, Seton Healthcare Family

With the goal to increase UMCB’s total number of Latino infant deliveries and create a more patient-centric experience for Central Texas families expecting a baby, Seton Healthcare Family contracted Cultural Strategies to conduct a Latino cultural sensitivity assessment, specifically exploring key factors affecting Latinas’ use of UMCB perinatal services. Through a market analysis, site audit, focus groups/in-depth interviews, and review of referral sources Cultural Strategies found valuable information reflected on a recommendations report for every step of the perinatal process from prenatal, to admissions, hospital stay and, postpartum. The majority of recommendations emerging from this research were implemented, including the addition of on-site patient navigators, website and collateral material Spanish translations, and cultural-sensitive customer service staff training.