Table 3.

Practice Site Reports of Processes of Care Targeting Low-Income Populations Sorted by Rating within Each Type of Process

Processes of Care Targeting Low-Income Populations	Percent Usually/Always	Mean	SD	Rank	Intraclass Correlation Coefficient within MCO
Cultural Competency
Recruit ethnically diverse nurses, providers	70	2.93	0.95	2	.21*
Minimize cultural barriers by written material, posters	49	2.56	0.91	6	.29*
Offer cross-cultural health, diversity training to staff	38	2.18	1.04	10	.48*
Evaluate cultural competency among staff	14	1.79		12	.26*
Mean ICC for all cultural competency items					.31
Communication
Access to skilled medical interpreters	72	3.14	1.06	1	.02
Non-English telephone support	63	2.89	1.44	3	.14
Recruit bilingual nurses, providers	58	2.67	1.03	4	.52*
Low-literacy health education materials	59	2.58	0.96	5	.12
Communication skills training for staff	24	2.04	1.01	11	.24*
Mean ICC for all communication items					.21
Empowerment
Promote enrollee understanding of managed care	54	2.41	1.19	7	.09
Proactively orient new enrollees	48	2.34	1.12	8	.16
Designate staff to assist patients in navigating system	42	2.29	1.11	9	.39*
Mean ICC for all empowerment items					.21

Mean score: 1=never, 2=occasionally, 3=usually, 4=always. Rank is based on mean score.

ICC=intraclass correlation coefficient=Var(MCO)/[Var(PS)+Var (MCO)]. ICCs were not truncated at zero.

The strength of correlation between each individual process of care and MCO was defined as weak: (ICC<.1 or p>.05), moderate (p<.05 and ICC between .1 and .299) or strong (p<.05 and ICC .300 or greater). Asterisk denotes moderate or strong correlation, and, by definition, p<.05. Mean ICC for each domain represents the mean of the ICCs for each item in the domain. Strength of correlation was not rated for mean ICCs.