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The ABCs of Creating a Welcoming Clinic for Older Adults with HIV with image of two holding hands

A guide with tips for clinics serving older people with HIV to enhance the patient experience and improve retention.

  • Clinic is fully accessible (e.g., handrails, ramps, seating with support & stability, bathrooms equipped with emergency pull strings, & no fall hazards)
  • Pamphlets, signs, forms, & paperwork have larger-sized fonts
  • Staff are available to assist with smartphone applications (e.g., patient portal & telehealth apps) & other patient communication tools (e.g., text messages or emails)
  • Paper forms & documents are available with health literacy accommodations
  • Professional medical interpreter services are available in the patient’s primary language & provided as needed
  • Background noises are kept to a minimum (e.g., waiting room TV or music)

  • Cognitive assessment completed (e.g., patient engagement, level of awareness, interaction with environment)
  • Motor function assessments completed
  • Vision & hearing assessments completed
  • Mental health assessments completed
  • Alcohol & substance use assessments completed
  • Pain assessment completed

  • Patient identified supports (e.g., relatives, friends, spouse/partner, &/or community-based advocates) assessed & documented
  • Assess for & address social isolation & elder mistreatment
  • Recognition & collaboration with community-based organizations & agencies (e.g., home care, transportation, food services, & legal services that are HIV, LGBTQIA+, & senior welcoming)
  • Establish outpatient follow-up to ensure patient understands & can implement plan
  • Eligibility assessment & referral to long-term care settings as needed
  • Suggest patient journaling to keep track of questions & concerns before, during, & after each visit
  • Provide simple step-by-step instruction sheets for self-monitoring tasks (e.g., blood pressure, blood sugar)
  • Remind patients to have a list of their medications & supplements at every visit
  • Assess information retention through teach-back method & questioning
  • Review coordination of care team roles, follow up appointments, & means of communication with patient
  • Coordinate specialist consultations as needed
  • Identify status of healthcare proxy & living will
  • Identify what matters most for each patient at each visit
  • Speak slowly with direct eye contact
  • Include diverse populations & groups (i.e., LGBTQIA+, multicultural, spirituality) in visual materials & language used with patients; ensure relevance to care
  • Use motivational interviewing
  • Discuss & counsel on sexual health
  • Assure patient needs are being addressed through referrals & team based care

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