Disability Inclusion Advisory Council explores ways to enhance care, accessibility for patients with disabilities

Seeking direct input from patients with disabilities on how to improve access and inclusion is a key focus for Penn State Health’s Disability Inclusion Advisory Council in 2024-2025.

Planned efforts include:

• Enhancing communication about the availability of valet services and accessible parking.
• Creating a pilot “Patients as Educators” program to enhance employees’ understanding of the challenges people with disabilities can face in a health care setting.
• Conducting a “Taking it to the Streets” survey of patients to identify areas for improvement in access and inclusion.
• Supporting clinicians and employees from other cultures in enhancing communication with patients with disabilities.
• Implementing the Hidden Disabilities Sunflower Program, an external effort to help people with nonvisible disabilities or conditions receive services through discreet identifiers such as lanyards or cards.

Improving valet services

The council’s new goals build on last year’s efforts:

• Reviewing or expanding disability-inclusive valet parking.
• Using wayfinding in exam rooms and clinics to guide patients.
• Expanding staff education on interacting with patients with disabilities.

“Although these initiatives are still in progress, they have laid the foundation for further advancements,” said Lynette Chappell-Williams, vice president and chief diversity officer, who cochaired the council last year with Cheryl Richardson, former director of regulatory accreditation and infection prevention. She now cochairs the council with Dr. Thiru Annaswamy, professor and chair of the Department of Physical Medicine and Rehabilitation.

The council reviewed the availability of valet parking for patients with disabilities, assessing the service’s locations and times of operation. Because the assistance is available primarily at main entrances, the council will focus on additional points of entry such as parking garages. It also recommends improved site and virtual signage about the valet service.

Additional proposals included providing before-appointment information about accessible entrances and parking to patients with disabilities. The Penn State Health Go wayfinding app was decommissioned on June 30, prompting a reassessment of technology solutions.

Expanding employee education

The council is also focused on expanding education for employees who care for patients with disabilities, including use of the ADEPT-CARE program, developed in 2023. The council recommended building on that effort by using people who have disabilities to assist with education. A structure for that effort is included in the new goals.

Penn State Health’s Disability Inclusion Advisory Council is one of three diversity-focused councils reporting accomplishments from the past fiscal year and outlining their next steps. The council was created in 2021 to advance nondiscrimination policies and promote an inclusive environment for patients with disabilities.

Chappell-Williams and Annaswamy presented the council’s summary of efforts and goals to Deborah Addo, Penn State Health president and chief operating officer, and Steve Massini, CEO, this month.

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