Measuring Cultural Competency

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As the U.S. population becomes increasingly diverse, the ability of any healthcare organization to measure its own cultural competence and address any deficits is critical. The National Institutes of Health states that the concept of cultural competency has had a positive effect on patient care delivery by enabling providers to deliver services that are respectful of and responsive to the health beliefs, practices and cultural and linguistic needs of diverse patients. iv

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of 900 hospitals and health systems surveyed tied executive pay to diversity goals

Cultural Competency Organizational Assessment

The Cultural Competency Organizational Assessment (COA360) is a web-based tool that evaluates the readiness of healthcare organizations to meet the needs of the rapidly diversifying U.S. population. It assesses cultural competency, health literacy, and patient satisfaction from the perspective of administrators, providers, administrative or non-clinical staff, and patients.

Truly providing a 360-degree view of your organization, the COA360 enables you to identify strengths and improvement opportunities, a vital component of the continuous quality improvement (CQI) cycle.

It is the only tool that:

  • Assesses cultural competency & patient satisfaction (CAHPS) and aligns with Joint Commission’s CLAS Standards, among others
  • Is based on research from Johns Hopkins University
  • Has been validated and proven reliable
  • Can be administered online, via paper and telephone, or in person
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Why COA360

The COA360 was awarded the 2008 Innovation Award from the National Institutes of Health, National Center on Minority Health and Health Disparities.

The COA360 report consists of 3 sections:

  • Organizational Diversity and Representativeness Summary based on the responses to the Point of Contact survey
  • Respondent and Patient Background Summary based upon the responses from the Staff and Patient surveys
  • Performance Domain Summary which provides the scores on each of the domains and reported out by each of the survey groups—employee average, administrators, clinical staff, non-clinical staff, and patients.


For more detailed information on COA360, please click here.

To schedule a demonstration of COA360, please contact Michael Watkins, Director of Client Engagement, at (312) 475-2800 x2004 or

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