The following video reviews ADA guidelines. Please read each slide carefully. Each slide will remain on the screen for 15 seconds. You may pause and play as needed to continue reading if you need more time. It is recommended to watch this training in full screen. The text has been provided below in the event you prefer that format.
https://www.loom.com/share/b09e807167234973836cf416016ef7cc?t=0
ADA Guidelines
- As a part of the healthcare continuum we are responsible for carrying out the requirements out forth by the Americans with Disabilities Act (ADA)
- While many of the guideline do not directly effect the work that we do it is important to understand the rights of our clients and the role we play
- The main point within the ADA Guidelines that we need to consider are communication requirements and our client’s right to effective communication methods
The ADA
- The ADA is divided into five titles (or sections) relating to different areas of public life:
ADA - Linguistics
- You must be responsive to the linguistic, cultural and other unique needs of members with disabilities and special populations including the capacity to communicate with members in languages other than English and with those who are deaf, hard of hearing or blind. Guidelines around communicating with a member with a disability:
- You cannot rely on a minor to facilitate communication.
- You cannot require patients to bring another person to interpret.
- An accompanying adult can be relied on to facilitate communication if it is an emergency or the patient requests it and the accompanying adult agrees. This arrangement must also be appropriate for the circumstances (28 CFR, Section 36.303).
Accessibility in Healthcare
- Providing full and equal access to those with disabilities includes:
- Removing physical barriers.
- Providing a means for effective communication with those who have vision, hearing or speech disabilities.
- Making reasonable modifications to policies, practices and procedures
- Reasonable accommodations:
- Allowing extra time for members to:
- Gather there things to leave their homes
- Walk from one point to the next
- Enter and Exit your vehicle
- Allowing extra time for members to:
ADA Guidelines
- Under Title II of the Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act of 1973, federally conducted and assisted programs along with programs of state and local government are required to make their programs accessible to those with disabilities as well as provide effective communication.
- Effective communication means to communicate with those with disabilities as effectively as communicating with others.
- Alternative communications that support a patient encounter include sign language interpreters, tactile interpreters, and captioning and assisted-listening devices.
CareCar Interpretation Services
- CareCar agents are bilingual in over 75% of the languages we serve
- CareCar agents are available to provide interpretation services for you and your client
- Please call (844) 743-4323 to access a CareCar agent for interpretation services
- If the language required is not supported the agent can provide you with additional interpreters contracted with CareCar
Seniors and People with Disabilities
Disease and Multiple Medications
- Neuro-cognitive processing ability impaired related pathologies
- Pain
- Stroke
- Hypertension, Diabetes
- UTI, Pneumonia
- Medications: can affect cognition
- Pain medication
- Anti-depressants
- Multi-Medication Interactions
- Be aware
- Slow down
- Speak clearly
- Use plain language
- Be cognoscente of assistive listening devices
Cognitive Impairment & Mental Health
- Patients with advanced dementia most likely will have a caregiver with them
- Patients with early onset dementia may not have a caregiver ride to appointments with them and may need more direction and assistance from you as their driver
- Be Patient with your Clients if they need you to repeat yourself or speak slower
- Older adults suffer more losses and May be less willing to discuss feelings
Tips for Communicating with Client’s that Have Memory Loss
- Set a positive mood for interaction
- Get the person’s attention
- Provide one piece of information at a time
- State your message clearly
- Ask simple, answerable questions
- Listen with your ears, eyes, and heart
- Break down activities into a series of steps
- Respond with affection and reassurance
- Maintain your sense of humor (despite memory loss client’s with dementia retain social skills and will enjoy interacting with you)
Hearing Impairment
- Sone Clients may have gradual, bilateral, high frequency hearing loss
- Consonant letter sounds are high frequency
- Word distinction can be difficult
- Speaking louder does NOT help
- Tips you can do:
- Face patient at all times
- Speak slowly and enunciate clearly
- Do not use contractions
- Rephrase if necessary
- Do not cover your mouth
- Reduce background noise
- Air conditioner, windows, radio, music, etc
Tips for Servicing Clients who are Deaf and Blind
- Don’t assume what a person can or cannot do. Some people who are deaf-blind have some sight or hearing, while others have neither.
- A Client who is deaf-blind is likely to explain to you how to communicate with them or give you an assistance card or a note explaining how to communicate with them.
- Speak directly to your client as you normally would, not to the caregiver.
- Identify yourself to the caregiver when you approach your client who is deaf-blind.
- Never touch a person who is deaf-blind suddenly or without permission unless it’s an emergency.
Tips for Servicing Clients who are Deaf or Hard of Hearing
- Always ask how you can help. Don’t shout.
- Attract the client’s attention before speaking. The best way is by gently waving your hand.
- Make sure you are in a well-lighted area where your customer can see your face.
- Look at and speak directly to your customer. Address your customer, not their interpreter.
- If necessary, ask if another method of communicating would be easier, for example a pen and paper.
- Don’t put your hands in front of your face when speaking.
- Be clear and precise when giving directions, and repeat or rephrase if necessary. Make sure you have been understood.
- Be patient. Communication for people who are deaf may be different because their first language may not be English. It may be American Sign Language (ASL).
- If the person uses a hearing aid, try to speak in an area with few competing sounds.
Tips for Servicing Clients who Have Vision Disabilities
- Identify yourself when you approach your customer and speak directly to them.
- Speak normally and clearly.
- Never touch your customer without asking permission, unless it’s an emergency.
- If you offer assistance, wait until you receive permission.
- Offer your arm (the elbow) to guide the person and walk slowly.
- Don’t touch or address service animals – they are working and have to pay attention at all times.
- If you’re giving directions or verbal information, be precise and clear. For example, if you’re approaching a door or an obstacle, say so.
- Don’t just assume the individual can’t see you.
- Don’t leave your client on the sidewalk. Show them to the entrance, or guide them to a comfortable location.
- Identify landmarks or other details to orient your customer to the environment around them.
- Don’t walk away without saying good-bye.
- Be patient. Things may take a little longer.
Physical Impairment
- We are responsible to assist clients with physical impairments to the extent that they request
- Pain & reduced mobility is common due to:
- Osteoarthritis
- Changes in feet, ligaments and cushioning
- Osteoporosis
- Stroke
- Assistive devices for transportation can include:
- Canes
- Walkers
- Foldable Wheelchairs
- Swivel seat cushions for the car
Tips for Serving Clients with Disabilities
- Treat people with disabilities with respect and consideration.
- Patience, optimism, and a willingness to find a way to communicate are your best tools.
- Smile, relax, and keep in mind that people with disabilities want to experience helpful customer service.
- Don’t make assumptions about what type of disability or disabilities a person has.
- Some disabilities are not visible. Take the time to get to know your customers’ needs.
- Be patient. People with some kinds of disabilities may take a little longer to understand and respond.
- If you’re not sure what to do, ask your customer, “How May I help you?”
- If you can’t understand what someone is saying, just politely ask again.
- Ask before you offer to help - don’t just jump in. Your client’s with disabilities know if they need help and how you can provide it.
- Find a good way to communicate. A good start is to listen carefully.
- Look at your client, but don’t stare. Speak directly to a person with a disability, not to their interpreter or someone who is with them.
- Use plain language and speak in short sentences.
- Don’t touch or address service animals – they are working and have to pay attention at all times.
- Ask permission before touching a wheelchair or a piece of equipment.
Choosing the Right Words
- Tips for Communicating with or about people with disabilities:
- Use “disability” not “handicap.”
- Put people first. “Person with a disability” puts the focus on the person instead of their disability.
- For specific disabilities, say “person with epilepsy” or “person who uses a wheelchair.”
- Avoid statements that make it seem like a person with a disability should be pitied such as “victim of,” “suffers with,” or “stricken with” a particular illness or disability.
Tips for Communicating with Client’s with Disabilities over the Phone
- Speak normally, clearly and directly.
- Don’t worry about how their voice sounds. Concentrate on what’s being said.
- Be patient, don’t interrupt and don’t finish your client’s sentences. Give your client time to explain him/ herself.
- Don’t try to guess what your client is saying. If you don’t understand, don’t pretend. Just ask again.
- If you’re not certain what was said, just repeat or rephrase what you’ve heard.
- If your client has great difficulty communicating, make arrangements to call back when it’s convenient to speak with someone else who can be of help (use a CareCar Agent)
Service Animals
- Service animals and public transportation U.S. Department of Transportation ADA regulations define a service animal as:
- “any guide dog, signal dog, or other animal individually trained to work or perform tasks for an individual with a disability, including, but not limited to:
- guiding individuals with impaired vision,
- alerting individuals with impaired hearing to intruders or sounds,
- providing minimal protection or rescue work,
- pulling a wheelchair, or
- fetching dropped items” (49 CFR 37.3).
- “any guide dog, signal dog, or other animal individually trained to work or perform tasks for an individual with a disability, including, but not limited to:
- Clients are responsible for maintaining control over their animals and caring for them at all times when riding in a vehicle