In some places the impact of diversity may not be a consideration, however, for those that reside in cities like Miami, diversity is very apparent and it impacts all of us. Virtually every culture is represented in Miami through a countless variety of people, food, music, and art. Should we treat all people the same or adapt to their culture and interact accordingly? The answer seems simple, especially for healthcare caregivers such as licensed practical nurses, housekeepers, hospital administrators, and physicians. Understanding culture is not only critical in the treatment process but is also critical to achieving the quality of communication and interpersonal interaction that leads to excellent patient satisfaction. If we want to close the “diversity divide” between caregivers and patients, we must provide effective education and coaching to the nursing and support staff who interact with our patients and patients families everyday.
Why did Mrs.Wong not drink the glass of ice water as instructed by her physician? Her belief may have been that extreme temperatures can place the body out of balance. Why did Mrs. Hernandez refuse to sign the consent form? As a traditional Mexican woman, she may have felt that important decisions should be made by her husband. Scenarios like Mrs. Wongs and Mrs. Hernandezs present themselves everyday and our caregivers need engaging education that builds knowledge of cultural differences and demonstrates through role-play and discussion how communication and interaction should be modified to make the best “connection” with the patient. Too often our service skills and education deal with general basics that do not even address the issue of cultural diversity.
According to the Institute for Caregiver Education, “Cultural transformation is more than just a collection of things to do in a home. Instead the best way to view culture change is as a foundational philosophy that underlies our desire to improve the quality of life for our residents and the staff who provide care for them.” The Institute shares an example, the simple act of bathing, stating that personalized bathing enhances the principles of choice and respect. Individuals should be empowered to bathe when they want and the way they want. The intended goal is of course to provide hygiene but is also done to “renew and restore the spirit.” Considering an individuals preferences and understanding their perspective can only lead to a better outcome. When a patients culture is taken into account we will achieve better results and will have a more satisfied patient.
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