Culture Diversity
How does the CDC define health disparities?
preventable differences in the burden of disease, injury, violence, or opportunities to achieve optimal health that are experienced by socially disadvantaged populations.
An important way to bridge cultural barriers is to build...
trust
What is the difference between equality and equity?
-equality means everyone receives the same treatment/medication. -equity means access to doctors, medications, and care is offered in a fair and just manner to everyone
List and describe 4 steps to building trust.
1. demonstrate empathy 2. show respect 3. be genuine 4. listen actively (verbal and non verbal)
List 5 tips for good customer service.
1. smile when it is appropriate 2. speak warmly and with compassion 3. speak professionally and use patient name 4. NEVER tell your patient your personal info/problems 5. keep focus on needs of the patient
Health disparities is the term most often used in ________. __________ is the term used worldwide.
US; health inequities
Socioeconomic status relates to...
a person's economic and social position in relation to others based on income, education, and occupation
Race refers to
a person's physical characteristics such as skin color, hair color, or eye color
Cultural competency refers to...
a set of behaviors, attitudes, and policies of healthcare professionals that enable them to work with patients from diverse backgrounds and ethnic groups
What is health equity about?
access to healthcare for all people
What is the purpose of having a service recovery log?
allows facilities to look for trends in customer dissatisfaction and continually improve their customer service.
What can a person's socioeconomic status affect?
availability of healthcare, environmental exposure to illness/toxins, health behaviors
What are people with limited health literacy less likely to do?
basic things to protect their health
When a health care worker personal bias gets in the way, the patient's needs...
become irrelevant
Why is it important to recognize and understand your own personal biases?
can help avoid unfair judgements
Ethnicity refers to
cultural factors such as nationality, regional culture and language
Where might you notice cultural and religious differences related to healthcare?
diet, medicine, modesty, family planning, birth, organ transplants, blood transfusions, care for the dying, death
Define biases; and what is a personal bias?
feelings that lead to certain behaviors. A personal bias is allowing your own feelings about a particular person/thing affect your actions/decisions
What are stereotypes?
made by automatically applying generalizations to every member of a group
What is cultural generalization?
made by looking at the majority of people in a cultural group and using their societal norms to make a generalization about the group's behavior and patterns
How does a lack of health literacy affect a patient's ability?
navigate healthcare system, complete forms, locate healthcare services, share info with their healthcare providers
What is US Census?
official count of the population in the US
What is meant by "white coat syndrome"?
patient feeling of anxiety in a medical environment is abnormally high
List 5 differences that are part of cultural diversity
race, religion, socioeconomic status, gender, place of residence
What is culture and what does culture include?
system of shared attitudes, values, and beliefs that are common among a group of people. It includes language, customs, values, art, and social norms.
What is culture diversity?
the cultural differences and variety that exist in the world, society, or institution
Define health literacy.
the degree to which an individual has the capacity to obtain, communicate, process, and understand health info and services
What is service recovery? What are the 4 steps to service recovery?
when a customer is dissatisfied, healthcare professionals need to take responsive action to "recover" the customer. 1. apologize 2. acknowledge patient's feelings 3. offer alternatives 4. make amends
