Penn State Health recognized by Joint Commission for Patient Bias Prevention Policy

The Joint Commission has highlighted Penn State Health’s Patient Bias Prevention Policy that strives to protect workforce members from discrimination by patients based on an employee’s diversity. Penn State Health was one of the first in the nation to implement such a policy.

In its August 2023 “Spotlight on Success,” The Joint Commission explored Penn State Health’s Patient Bias Prevention Policy, PSH-ADM-120, its implementation and success so far.

The policy outlines patient expectations for respect and nondiscrimination against caregiving staff. It also provides guidance for Penn State Health staff on handling comments and actions by patients and their families that constitute diversity-related bias as well as those who wish to restrict the types of caregiving staff assigned to them or refuse services by a staff member based on race, ethnicity, religion, sexual orientation, gender identity or other characteristics of diversity.

Spearheaded by Lynette Chappell-Williams, vice president and chief diversity officer, and Dr. Brian McGillen, Associate Professor and Vice Chair for Clinical Affairs and Quality Improvement, Department of Medicine, Penn State Health Milton S. Hershey Medical Center amended the Patient Rights and Responsibilities policy in 2017 in the wake of two incidents the previous year. In one, a patient expressed the wish to be cared for by a physician of a different color. Another patient told a Black researcher to go back to her “home country.”

The policy was later expanded to include the entire health system. In addition to prohibiting bias from patients, the policy details how workforce members can respond to and report incidents of patient bias. To educate employees on the policy, the Office for Diversity, Equity and Inclusion developed an online training module. Details of the policy are also shared with patients before receiving care from a Penn State Health provider through the patient rights and responsibilities documents and other forms of communication, including the display of posters in waiting areas and elevators.

“Preventing patient bias benefits everyone,” The Joint Commission said in its article. “Well-being among staff members improves because they encounter fewer incidents of bias and know that the organization supports them and will take action to protect them when patient bias does occur. Providers also experience less burnout in a safe work environment, which can lead to improved quality of care and improved recruitment and retention of diverse staff.”

As a follow-up to the Joint Commission’s recognition, Penn State Health will hold a town hall-style discussion on January 16, 2024, from 7:30 – 8:30 am. The event will include a discussion of the policy’s background and origin, as well as demonstrate the health system’s leadership in diversity, equity and inclusion for patients and employees. The event will also include employee anecdotes and experiences related to patient bias and ways to reduce future incidents.

For questions about the patient bias prevention policy or diversity-related events and initiatives at Penn State Health, contact the Office for Diversity, Equity an Inclusion at diversity@pennstatehealth.psu.edu.

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