Byline: Lenise Freeman, Government Relations and Public Policy Fellow
I had the opportunity to attend at the end of April a Behavioral Health Workshop in New Orleans hosted by the American Hospital Association. This interactive event brought together hospital leaders, clinical teams and behavioral health professionals to co-design care strategies that improve outcomes, particularly for individuals managing mental health and substance use conditions.
The workshop focused on person-centered care, with the clear message of how we communicate with patients is just as important as the services we deliver. In one session, we discussed “how might we” questions, such as how to align care with patients’ language needs and how to involve families and caregivers in treatment planning.
We explored practical solutions like hiring staff who speak multiple languages, giving patients the option to search for providers based on language and adding visual tools and multilingual signage to clinical spaces. Among the discussion, the value of training teams to use clear, respectful language and to be mindful of different communication preferences from patients was highlighted.
One message that stood out to me was how often communication gaps point to broader challenges in the healthcare system. When patients don’t have access to language support or feel uncomfortable speaking up, it becomes harder to build trust and deliver effective care. Attendees raised long-standing issues such as staffing shortages, outdated licensing rules and underdeveloped data systems.
There was a shared urgency to address these concerns. Participants emphasized the need for national standards on language access, better career pathways for multilingual professionals and increased resources for staff training. Many also talked about the importance of building stronger relationships between providers and the communities they serve.
This discussion reminded me of Michigan hospitals’ commitment to prioritizing the patient voice. Across the state, hospitals continue to invest in patient advocacy and support services. The MHA has worked with several organizations through its Endorsed Business Partner Program to connect members with solutions that improve access to care, including tools and resources for language services.
My biggest takeaway is that thoughtful care requires intention at every level. From how we design spaces and prepare staff to how we listen and respond to patient feedback, every detail matters.
This workshop was a meaningful reminder that improving behavioral healthcare starts with listening and that progress is possible when we commit to clear, consistent action.