quote left

Belonging is a basic human need. We all want to feel like we belong somewhere, so at Mountain Park, we aspire to create a sense of belonging for our patients, our staff and our partners by ensuring everyone feels welcomed, respected and connected.

Essen Otu, Senior Director – Diversity & Community Affairs

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Key Strategies

Health
Justice

Mortality rates in the first two weeks after release from correctional facilities can be as high as 12 times the general population. By addressing barriers for formerly incarcerated individuals, we aim to decrease stigma, increase access to care and enhance our ability to connect formerly incarcerated patients to resources such as housing and employment.

Employee
Reinvestment

We strive to create a supportive workplace for our employees and their family. We believe addressing childcare needs will increase job satisfaction while positively impacting employee recruitment and retention rates and improving customer service and enhancing the patient experience.

Language
Access

Limited English Proficient (LEP) patients experience overall lower quality of care than their English speaking counterparts. High quality language access is a critical element of providing welcoming, respectful and connected access to care. We know continuing to improve language access tools, platforms and medical interpreter training creates greater capacity to address our patients’ needs and improves employee retention by providing professional development for our staff.

Creating
A Sense
of Belonging

Healthcare institutions are often challenged when establishing a true connection to communities they serve. We strive to create a sense of belonging by cultivating and leveraging community partnerships and creating opportunities to serve in the community. We believe these efforts will enhance trust in our community and provide greater employee engagement.

Strategic Progress

Health Justice

In 2019 we collaborated with Mercy Care Plan and United Healthcare Community Plan to pilot a re-entry workflow.

Goal

Improve health outcomes by increasing access to care and providing supportive connections to formerly incarcerated patients.

Key Focus Areas:

1

Decrease stigma through staff education and training.

2

Reduce barriers to accessing care.

3

Connect clinical practice and social service.

Desired impact:

We believe this area of focus will position Mountain Park as a leader in decreasing stigma, increasing access to care and leveraging our ability to connect formerly incarcerated patients to useful resources that address frequent barriers such as housing and employment.

Partners

Mountain Park’s Gregorio Montes de Oca, Dr. Uriel Casteneda and Liz Cobb co-present with Mercy
Care’s Paula Krasselt, LPC at the 2019 Arizona Health Equity Conference.

Strategic Progress

Employee Reinvestment

In 2019 we assembled a childcare workgroup to explore employee childcare options. Approaches taken included childcare needs surveys and focus groups.

Goal

Ease the burden of childcare for our employees.

Key Focus Areas:

1

Create employee childcare workgroup to explore and validate need for employer-sponsored childcare benefits.

2

Partner with Bright Horizons to ease the financial and/or logistical burden of emergency childcare for Mountain Park employees.

Baseline Clinic employees share childcare barriers and needs during focus group.

Desired impact:

We believe introducing childcare benefits for our employees will reduce absenteeism, increase productivity and job satisfaction and increase retention.

What Did We Hear?

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Major benefit (childcare), very high on the scale, could perhaps lead to less people calling in.” Employee

Would you use a benefit that allowed you to have a back up childcare option if it was offered to you in home or at a daycare/childcare center at a low cost?

  • Yes
  • No

A backup/emergency childcare employee benefit pilot was introduced with funding from
the Virginia G. Piper Trust to subsidize in-home and childcare center-based backup
options for employees experiencing unplanned childcare needs.

Strategic Progress

Language Access Enhancement

In 2019 we secured new over the phone interpretation (OPI) and video remote interpretation (VRI) vendors. We were able to provide training for more than 500 Mountain Park staff on how to access the new equipment and services.

Goal

Increase the quality of interpretation and further develop bilingual staff.

Key Focus Areas:

1

Increase number of staff who complete Medical Interpreter Training (MIT).

2

Establish staff designation to recognize and reward bilingual and multi-lingual employees and create second language use guidelines.

3

Evaluate and update all language access vendor contracts and equipment.

Desired impact:

We believe language access investments and enhancements will elevate the patient experience and quality of care, create financial efficiencies and contribute to retaining quality staff.

New VRI units provided interpretation for 16,000 patient appointments from August to December 2019.








With the assistance of video remote interpretation (VRI), we were recently able to have a sensitive advance planning conversation with a patient that enabled her to express herself, ask questions and clarify information. Furthermore, we scheduled a consult with our Medical Legal Partnership (MLP) team and utilized VRI to communicate.” Dr. Nancy Hagener


















25

seconds

Average video remote
interpreter connection time.


























3

seconds

Average over the phone
interpreter search
connection time.





























Thank you so much for having wonderful interpreters like Lucero... They are all so polite and friendly, to not only our patients, but our staff as well. They make interpretation less of a chore and more a joy!” - April, Elevating Voices




30 %
HIGHER

MIT graduate retention
rate vs peers.

Taking the MIT class gave me the motivation to pursue my career as a Registered Nurse.” Diana Canas, Medical Assistant

Strategic Progress

Creating a Sense of Belonging

In 2019, we hired our first community partnership specialist, increased the number of Community Ambassador volunteers and deepened relationships with new and existing school district partners.

Goal

Create a sense of belonging by cultivating and leveraging community partnerships and creating opportunities to serve in the community.

Key Focus Areas:

1

Develop and hire a community partnership specialist to cultivate new and existing partnerships.

2

Increase annual staff participation in the Community Ambassadors Program.

3

Demonstrate deepened and sustained relationships in at least three targeted school districts that result in increased access to care for pediatric patients.

Desired impact:

We believe these efforts will enhance trust in our community and provide greater employee engagement.

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Mountain Park has always been family to me and if I had to say what Community Ambassador program is, it is the action of families taking care of families.” Teodosio (Ted) Gutierrez - Referral Coordinator

Community Ambassadors

Community Ambassadors Board
Service Spotlight

Photo

Alana Podwika (pictured center) with members of her Business Applications and Informatics, Clinical Applications and Training and Infrastructure and Operations teams

How did you learn about Hope’s Crossing?

I was attending a diversity dialogue luncheon at our Maryvale Clinic. The CEO of Hope’s Crossing was in attendance and she spoke about the organization’s mission. Afterward, I walked up to her, introduced myself and asked to hear more about Hope’s Crossing.

Alana Podwika, Chief
Information Officer

Alana Podwika started as a pharmacist over 18 years ago, later transitioning to Senior Pharmacy Director and now Chief Information Officer. Alana has a passion for serving the community professionally and personally. When she’s not at work, Alana serves as a volunteer board member at Hope’s Crossing.

What compelled you to get involved and join their board?

With Hope’s Crossing, it was a natural fit as I have always been passionate about advocating for women and helping them find their voice. Hope’s Crossing does just that. They are a resource for women needing a path back to a healthy and sustainable life. Helping women going through a tough spot in their lives really just spoke to me.

What is one thing you’ve learned through your service at Hope’s Crossing and one thing you’ve been able to contribute through your role at Mountain Park?

There is so much need in the community and not enough resources to help guide these women to a new start. I have been able to help women and their children find a medical home and receive the healthcare services they need.




2019 Recap

$ 13,122

in-kind value
of volunteer time
for our community

516

Volunteer hours

8

Employees serving on boards and coalition

35

Volunteer engagements

$ 13,122

in-kind value
of volunteer time
for our community

516

Volunteer hours

8

Employees serving on boards and coalition

35

Volunteer engagements

Belonging Through Partnership

Strong Families, Thriving Children

For the second year in a row, we partnered with Arizona Town Hall to promote co-creation of community solutions through dialogue. In partnership with the ASU Watts College of Public Programs and Community Solutions we hosted the first AZ Town Hall on “Strong Families Thriving Children” at our Maryvale Clinic.


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...thank you to you all for the excellent inclusive and successful town hall last night. As is usual, our wisdom and our hope is found in our community and those voices from last evening. Not so usual, unfortunately, are experiences - like last night - where voices are lifted up and heard. We were proud to participate with you! “ Erik Cole, Director, Design Studio for Community Solutions at ASU Watts College.

World Refugee Day

Mountain Park was present at the World Refugee Day event. Muthana Toman, language access manager shared his personal experience as a refugee from Iraq.




Pictured from left to right: Muthana Toman, Cruz Cabrera, Sarah-Michelle Tayler, Gregorio Montes de Oca, Lina Ali.

Arizona Housing Coalition

We know the impact housing has on health, so we invited our friends at the Arizona Housing Coalition to lead a dialogue to educate our staff, titled Housing Arizona: Challenges, Opportunities and Connections at our Tempe Diversity Dialogue in 2019.






42

number of outreach events from
October 2018 to October 2019


Operations Manager, Alberto Mejia and Patient
Navigator, Yajayra Rios, conducting outreach at
Excelencia School’s back-to-school event.

For over six months the Pendergast Family Resource Center has had a monthly presence at Mountain Park Maryvale and Goodyear clinics to promote free developmental and parenting classes to families with children ages birth to 5.


Partner Highlight:
Pendergast Family
Resource Center

“We’ve had a resource table at the Maryvale Clinic and it’s been amazing! We feel comfortable there.” Doreen Gutierrez - Pendergast Family Resource Center.

Pendergast Partnership Impact

40

Combined parent workshops conducted at Maryvale and Goodyear clinics.

132

Families referred to early language and literacy programs.

67

School readiness kits provided.

300

Books donated to Maryvale and Goodyear clinic families.

40

Combined parent workshops conducted at Maryvale and Goodyear clinics.

132

Families referred to early language and literacy programs.

67

School readiness kits provided.

300

Books donated to Maryvale and Goodyear clinic families.

Elevating Voices:
Annual Surveys

Patient Survey

98%

of patients say they do not experience cultural, language or other barriers when scheduling or accessing care at Mountain Park

94%

Strongly Agree or Agree – I would recommend this clinic to others who share my culture, religion or speak my language

I come from three cities over to see Mountain Park because the
experience is worth it.” Anonymous patient survey respondent.

Patient Respondent Ethnic & Racial Demographics

  • Other
  • White or Caucasian
  • Native American
  • Latino or Hispanic
  • Black or African American
  • Bi-racial or Multi-racial
  • Asian or Pacific Islander

Employee Survey

7.5%

of Mountain Park clinical providers identify as gay, lesbian, bisexual, transgender or queer compared to 3% in 2015

92%

of employees believe they are provided with the training and resources to do their job in a culturally appropriate manner

How prepared do you feel in meeting the needs of gay, lesbian, bisexual, transgender and queer patients?

44%

in 2018 felt very prepared (Mountain Park clinical providers)

63%

in 2019 feel very prepared (Mountain Park clinical providers)

I am truly thankful to work for a company who cares about its employees and community.”
Anonymous employee survey participant.

I think we need diversity
training for everyone at least
once per year.”
Anonymous employee survey respondent.







All clinical providers completed Creating a Welcoming Healthcare Environment for LGBTQ Patients training in 2018 and 504 non-medical providers completed the training in 2019

Community Partner Survey

How would you rate Mountain Park’s connection to the community?

98%

of Community Partners rate Mountain Park's connection to the community as good or excellent

How would you rate Mountain Park’s ability to accommodate the cultural and linguistic needs of the diverse communities we serve?

87%

Excellent or Good 2018

93%

Excellent or Good 2019

2019 Diversity Site Council Summit
Creating a Sense of Belonging

We believe the power of human connection provides the most valuable learning, so each year, we bring together employees, partners, patients and board members to share in an impactful and engaging learning experience.

Interested in engaging with one of our Diversity Site Councils and attending next year’s Summit?

We believe the power of human connection provides the most valuable learning, so each year, we bring together employees, partners, patients and board members to share in an impactful and engaging learning experience.

Interested in engaging with one of our Diversity Site Councils and attending next year’s Summit?

90

Attendees

7

Speakers

19

Elected Officials

3

Books donated to Maryvale and Goodyear clinic families.

The summit two weeks ago was so wonderful. I continue to be impressed by Mountain Park.”

Katy Reeve,
Southwest Human Development Manager

I loved all the speakers. They all spoke from the heart. Loved the activities. Most powerful one was the one about integrating incarcerated women back into society. I walked out with new knowledge and loved connecting with others. Very nice plus surprise the Phoenix Mayor!”

Post-Summit Survey Respondent

The presentations were fantastic, as always and I left feeling renewed and optimistic as I always do after the diversity summit."

Post-Summit Survey Respondent

Phoenix City Council Member Carlos Garcia with Vice Mayor
Betty Guardado, Mayor Kate Gallego and Mountain Park CEO Dr. John Swagert

Looking Forward