Section 1: Navigation Telephone System This is something that is not done. This is done, but needs some improvements. This is done well. N/A When a phone call is answered (either by person or an automated phone system), there is an option to hear information in a language other than English. If there is an automated phone system, there is an option to speak with an operator or help desk. If there is an automated phone system, there is an option to repeat menu items. Information is offered (either by person or an automated phone system) with plain, everyday words. Our organization is able to respond to phone calls in the main languages spoken by our patients. Entrance This is something that is not done. This is done, but needs some improvements. This is done well. N/A The healthcare facility’s name is clearly displayed on the outside of the building. All entry signs are visible from the street. The signs use plain, everyday words such as “Walk‐In” rather than formal words such as “Ambulatory Care”. The name of the practice is clearly displayed on the outside of the building. Lobby This is something that is not done. This is done, but needs some improvements. This is done well. N/A There is a map in the lobby. The map includes a key. The map shows the present location with a “you are here” and/or a star or symbol. Handheld maps are available for people to take with them. There is a welcome or information desk. A sign indicates the welcome or information desk. Staff Assistance This is something This is done, but needs some This is done N/A
that is not done. improvements. well. Staff or volunteers are available at or near the main entrance to help visitors. Multilingual staff or volunteers are available at or near the main entrance to help visitors. Staff or volunteers are present at the welcome or information desk. Multilingual staff or volunteers are available at the welcome or information desk. Staff or volunteers wear identification such as a button, uniform, or name tag. Hallways and Navigation Ease This is something that is not done. This is done, but needs some improvements. This is done well. N/A Maps are posted at various locations around the facility. Words used for locations on signs throughout the facility remain consistent (i.e. the “Cafeteria” is always referred to as “Cafeteria”, not as “Café” or “Restaurant”). Consistent symbols/graphics are used on signs throughout the facility. Overhead signs use large, clearly visible lettering. Wall (eye level) signs use large, clearly visible lettering. Signs are written in English and in the primary languages of the populations being served (i.e., if most of the patients speak English and Spanish, signs are written in English and Spanish). Color codes are used consistently on the walls or floors throughout the facility to mark paths to and from various sections of the facility. Service and Specialty Areas (Medical Records, Pharmacy, MRI, etc.) This is something that is not done. This is done, but needs some improvements. This is done well. N/A The name of the clinic/service area is clearly posted. Sign‐in procedures are clearly indicated. Staff offer help for completing any needed paperwork. Materials provided to patients have been assessed for their cultural appropriateness. Materials provided to patients are written in the primary languages of the populations being
Table 1: Scoring and Ideas for Improvements Navigation Score Ideas for Improvement Telephone System 1) 2) 3) 4) Entrance Lobby Staff Assistance Hallways and Navigation Ease Service and Specialty Areas Total Score for Navigation Print Communication Score Ideas for Improvement Writing Style 1) 2) 3) 4) Organization and Design Type Style, Size of Print, and Contrast with Paper Photographs, Illustrations, Symbols, and Diversity Total Score for Print Communication Oral Exchange Score Ideas for Improvement Total Score for Oral Exchange 1) 2) 3)