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Culturally Responsive Nursing Care at LAC+USC. Geri-Ann Galanti, PhD www.ggalanti.com. Los Angeles County Department of Health Services Office of Diversity Programs. Ground Rules. Ask questions Don’t worry about political correctness - PowerPoint PPT Presentation
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Culturally Responsive Nursing Careat LAC+USC
Geri-Ann Galanti, PhD www.ggalanti.com
Los Angeles County Department of Health Services Office of Diversity Programs
Ground Rules
Ask questions Don’t worry about political correctness Let us know if something offends you Assume any such statements are made out
of ignorance, not malice.
Stereotype vs. Generalization
Generalizations are statements about common cultural patterns; probability statements about a group that have to be checked in the individual case.
Stereotypes are assumptions that an unchecked generalization is accurate in the individual case.
Primary Issues To Be Addressed
Misunderstandings which are based on cultural differences in the meaning of behavior, and which can lead to lack of rapport or bad feelings
Noncompliance (non-adherence) issues which are often based on different beliefs or values
Communication: Gestures
Communication: Gestures
Communication: Gestures
Communication: Gestures
Lack of Eye Contact
Anglo/African American Asian Middle Eastern Native American
Personal Space
Asian American
Anglo American
Middle Eastern American
Language
Idioms
Don’t be crazy!Step on it!
Language Confusion
Same language, different meaning:
Fanny(American)
Language Confusion
Same language, different meaning:
Fanny(British)
Language Confusion
Puto(Spanish)
Different language, different meaning:
Language Confusion
Puto(Filipino)
Different language, different meaning:
Saying "yes" when the answer is no
Saving “face” Show respect Grammar
Style of Interaction
Personalismo
Using Interpreters
Studies show that an average of 70% of the interpreted exchanges by ad hoc interpreters contain clinically important errors.
Family members, especially, are prone to edit both the clinician’s and patient’s utterances.
Children are frightened or intimidated if asked to interpret. There are ethical problems involved.
Confidentiality concerns must also be considered.
Issues of Language Access in Health Care
DHHS guidance for language access under the Title 6, Civil Rights Act of 1964
MediCal contract regulations Joint Commission on Accreditation of
Healthcare Organizations (JCAHO) includes standards for cultural competence training and language services.
JCAHO Ruling
JCAHO views the provision of linguistically appropriate care as an important quality and safety issue.
JCAHO requires the inclusion of language and communication needs in the medical record.
Interpretation and translation must be provided for patients who need it.
DHHS says:
Assess patients’ language needs.
Try not to use family or friends or whoever you can grab.
Don’t use minors to interpret.
Try to use trained medical interpreters whenever possible.
Use telephonic interpreters for rare languages.
What Can You Do?
Honestly assess your own bilingual skills
Understand the pitfalls in using untrained interpreters
Use interpreters effectively
Use telephonic interpreters skillfully
Are your bilingual skills really adequate? Can you:
formulate questions easily? ask a question in more than one way? understand nuance and connotation in the
patient’s response to questions? understand regional variations? know terms for anatomy and healthcare
concepts? convert biomedical terms into lay terms in
the target language?
The Effective Use of Face-to Face Interpreters
Brief the interpreter first, if possible. Introduce the interpreter to the patient. Position the interpreter behind the patient
or behind you. Speak and look directly at the patient. Use first person and expect the interpreter
to do the same. Avoid interrupting the interpretation.
Using Telephonic Interpreters
Use a speaker phone; do not pass a handset back and forth.
Remember that the interpreter is blind to visual cues.
Let the interpreter know who you are, who else is in the room, and what sort of patient encounter it is.
Let the interpreter introduce her/himself.
What You Need to Know to Connect
The language needed
Dial 0 for hospital operator
Tell operator to connect you with the Language Line.
Remember that the telephonic interpreter is bound by confidentiality regulations, just as any other health care personnel.
Values
The things we hold as important They are generally related to the circumstances that lead to success within the physical and social environment
Dominant American Values and the Health Care System
Money Privacy Independence Individualism
When Family is the Primary Value
“Too many” visitors Conflict with HIPPA regulations Deferring decision-making Lack of self-care
The 4 C’s of Culture
What do you call the problem?
What do you think caused the problem?
What have you done to cope with the problem?
What concerns you most about the problem
and about the treatment?
Video
Patient Diversity: Beyond the Vital Signs
Cupping
During 2 Days Later
Protection Against Evil Eye
Mexico Mediterranean
Middle East
Labor PainsExpression of Pain
Some cultures encourage stoicism• Northern European• Anglo American• Asian• Native American
Some cultures allow expressiveness• Middle Eastern• Hispanic• Mediterranean
Providing Culturally Responsive Care
Learn about the beliefs and practices of the patient populations you serve
Develop a tolerant accepting attitude about views different from your own
Keep in mind that there is always individual variation within a group
Don’t make assumptions; ask