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Queensland Health organisational cultural competency framework


Queensland Health Organisational Cultural Competency Framework

Queensland is a culturally and linguistically diverse state. More than one third of Queenslanders was either born overseas or had a parent who was born overseas, and these people speak more than 270 different languages. Queensland Health recognises that in order to achieve its purpose of providing safe, sustainable, efficient, quality and responsive health services for all Queenslanders, it is important to ensure that the services it provides are culturally competent.

To achieve organisational cultural competency, Queensland Health has developed an organisational cultural competency framework as part of the Queensland Health Strategic Plan for Multicultural Health 2007-2012. This framework identifies the eight core outcomes which require action and four foundation areas which are necessary to achieve organisational cultural competency. It also shows how these elements align with the whole of government action areas outlined in the Queensland Government Multicultural Policy 2011.

Action in these core outcomes and foundation areas is essential to the development of a culturally competent organisation.

Action areas

interpreter services icon

Interpreter services
A culturally competent organisation addresses the language barriers of consumers. Queensland Health implements a high quality and accessible interpreter service.

resource development and translation icon

Resource development and translation
A culturally competent organisation provides quality resources to build staff cultural competency and facilitiates access to services by providing translated information to consumers from culturally and linguistically diverse communities. Queensland Health provides resources for staff which help to build their cross cultural capability and improves the health literacy of consumers by providing translated information about about how to access the health system and specific health conditions.

inclusive recruitment and retention iconInclusive recruitment and retention A culturally competent organisation implements strategies to develop a workforce that reflects the diversity in the general population. Queensland Health is committed to increasing the workforce participation of people from culturally and linguistically diverse backgrounds, across all occupational streams and areas in the organisation.

Leadership and partnership iconLeadership and partnership Culturally competent organisations provide leadership and support partnerships with key stakeholders to support service provision to culturally and linguistically diverse communities. Queensland Health works in partnership with Multicultural Affairs Queensland and the community sector to improve the health status of culturally and linguistically diverse communities in the state. Queensland Health strategic plans recognise the needs of culturally and linguistically diverse communities.

culturally competent staff iconCulturally competent staff
Culturally competent organisations build the cross cultural capabilities of their staff. Queensland Health has identified five cross cultural capabilities which encompass the skills, knowledge and behaviours Queensland Health expects in its workforce. Queensland Health is committed to providing staff with access to this information through mandatory cultural diversity orientation and standard cross cultural training packages.

Data Collection and Analysis iconData collection and analysis
Culturally competent organisations work to improve data collection and analysis for culturally and linguistically diverse communities. Queensland Health collects data about culturally and linguistically diverse clients and analyses the results to inform service development.

Community Engagement iconCommunity engagementA culturally competent organisation engages with culturally and linguistically diverse communities in the development of services.

Special Needs Populations icon

Special needs populationsA culturally competent organisation recognises and responds to specific disadvantaged populations. Queensland Health recognises refugees, Pacific Islanders and Australian South Sea Islanders as populations with special needs.

Foundation areas

Action in these core outcome areas is most effective when underpinned by:

  • Management commitment - a commitment to developing organisational cultural competency
  • National quality standards - a commitment to meeting these standards to improve the quality of health services to people from culturally and linguistically diverse backgrounds
  • Culturally inclusive systems and services - a commitment to making all systems and services culturally inclusive
  • Cross-cultural capabilities - a definition of the cross cultural knowledge and skills that Queensland Health expects its staff to develop.
Last updated: 1 October 2013

What's new?

Queensland Health Guideline for multicultural policy implementation
A guideline for Hospital and Health Services and Queensland Health to implement the Queensland Multicultural policy.

Health Care Providers' Handbook on Sikh Patients
A quick-reference tool for health workers to use when caring for Sikh patients.

Health Care Providers' Handbook on Hindu Patients
A quick-reference tool for health workers to use when caring for Hindu patients.

Community profiles for health care providers
18 cultural profiles that aim to assisting health care providers to better understand the health beliefs, pre-migration experiences, communication preferences and other aspects of their clients' culture.

Death and hospitalisation rates by country of birth in Queensland

Complaints about health or other services

Do you have concerns about a government or non-government health service or are you unhappy with the way an issue has been handled?
Do you think you have been treated unfairly or are you concerned about a decision or action of a health professional?

It is ok to complain, and there are organisations that are independent of the government that can help you, free of charge.

Go to the Queensland Independent Complaint Agencies' website for more information.