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UPMC: A Commitment to Culturally Competent Care

UPMC is a proven integrated delivery and health finance system — the first of its kind in western Pennsylvania. We have 20 academic, community, and specialty hospitals, more than 500 doctors’ offices and outpatient sites, employ 3,500 physicians, insure 2.5 million health plan members, and offer an array of rehabilitation, retirement, and long-term care facilities.

As the largest non-governmental employer in Pennsylvania, with over 60,000 employees, we employ and provide health services to an increasingly diverse population creating a catalyst for an effective collaboration between the UPMC Center for Engagement and Inclusion and the Donald D. Wolff, Jr. Center for Quality, Safety, and Innovation at UPMC. Together, we share the UPMC goal of ensuring our patients, health plan members, and customers have access to culturally appropriate health care and information that encourages healthy lifestyles. We are preparing our workforce to address the diverse needs of patients, families, and communities. We share our progress with the Board Inclusion and Diversity Committee of the UPMC Board of Directors, annually.

Our cultural awareness model, C.H.R.I.S.* is designed to help employees understand the diverse attributes that make every individual unique, and serves as a reminder to treat others the way they want to be treated. Our model is supported by tools and resources to help us respond to the beliefs, practices, cultural and linguistic needs of our diverse patients, employees, and health plan members. Our tools help us provide quality health care for all communities, including LGBT, immigrants, interfaith, people of color, refugees, and people with disabilities (in partnership with the UPMC Disability Resource Center). And our community partners help validate our approach.

Our most recent C.H.R.I.S. initiatives include:

C.H.R.I.S. integration into the Electronic Health Record: Ensures accurate diversity attributes are included in the patient record across all systems, including inpatient and outpatient. When we

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