Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
27 Cards in this Set
- Front
- Back
|
Patient experience |
How the patient feels or felt, good or bad, as/after he or she undergoes/went an episode of care |
|
|
The Beryl Institute definition of patient experience |
The sum of all interactions, shaped by an organization's culture, that influences patient perceptions across the continuum of care |
|
|
Behavioral loyalty |
Positive word-of-mouth |
|
|
Three concerns with patient reported measures |
1. Patient feedback is not credible because patient's lack for more medical training
2. Patient experience measures could be con founded by factors that are not directly associated with the quality of processes
3. Patient experience measures may reflect the fulfillment of patients immediate desires, for instance the receipt of a specific medication, regardless of its benefit |
|
|
Patient advocate usually fills one or more of five complementary rolls in a healthcare organization. The five rolls are; |
Patient advocate, information resource, institutional change agent, partner in collaboration between the community and the organization, and grievance coordinator |
|
|
Interactions |
The orchestrated touch points of people, processes, policies, communications, actions, and environment |
|
|
Culture |
The vision, values, people and community engaged and involved with the organization |
|
|
Perceptions |
What is recognized, understood and remembered by patience and support people. Perceptions vary based on individual experiences such as beliefs, values, cultural background, etc. |
|
|
Advantages of cultural awareness in healthcare |
1. Strengthens the bond between the patient and the providers 2. increase cooperation and teamwork within the provider workforce |
|
|
US Population Projections |
50-60% White 16-30% Hispanic (growing fastest) 6-9% Asian 13-15% Black (shrinking group) |
|
|
Cultureal Competence |
A set of congruent behaviors, attitudes, and policiesthat come together in a system, agency, or amongprofessionals that enables effective work in crossculturalsituations. ‘Culture’ refers to integratedpatterns of human behavior that include the language,thoughts, communications, actions, customs, beliefs,values, and institutions of racial, ethnic, religious,or social groups. ‘Competence’ implies having thecapacity to function effectively as an individual and anorganization within the context of the cultural beliefs,behaviors, and needs presented by consumers andtheir communities. |
|
|
Percent of the US that is an ethnic or racial minority |
27% |
|
|
Percent of foreign born americans |
12.6% |
|
|
Current minorities will be come the majority by what year? |
2050 |
|
|
Under-represented groups |
34% of the total US population |
|
|
What occures with a better understanding cultural diversity and copmetence in healthcare? |
Increased trust, ability to discuss openly, follow treatment as prescribed |
|
|
Potential variables in cultural competence |
beliefs, values, communication styles, gender issues, family hierarchy, religion, education, express of pain, accepting death and dealing with terminal disease, birth, pregnancy, time-orientation and language |
|
|
JCAHO and Cultural Competence |
According to the JCAHO requirementsHR.01.04.01 (the hospital provides orientation to staff),item EP5 specifies that a hospital must orient staff on thefollowing: Sensitivity to cultural diversity based on theirjob duties and responsibilities and that completion of thisorientation be documented. |
|
|
How to be successful in cultural competence |
Be sensitive to thepreferences and values of others, and should not assumethat one person’s preferences and values apply toeveryone in that same group. |
|
|
Culture: Awareness vs sensitivity |
Cultural Awareness: To be knowledgeable aboutone’s own thoughts, feelings, beliefs and sensationsas well as the ability to reflect on how these canaffect one’s interactions with others. Cultural Sensitivity: The recognition that thereare differences between cultures, reflected in theways they communicate and relate to one another,and how individuals interact with others. Culturalsensitivity is experienced when neutral language (both verbal and nonverbal) is used in a way thatreflects sensitivity and appreciation for the diversityof others. |
|
|
Tip: Most indigenous languages do notinclude a word for “cancer.” Thuswhen discussing prevention andearly detection, specialists advisereplacing the word “cancer” with“health,” such as “breast healthscreening.” |
Personal Space: In cultures likethe United States, personal spaceis respected and if encroached canbe considered threatening; in othercultures like Middle Eastern cultures,getting close to a person andtouching them indicates closenessand friendliness. The cultural aspectof space determines the degree ofcomfort one feels in proximity toothers, in body movement, and inperception of personal, intimate, andpublic space. |
|
|
Touching: The meaning of a simpletouch differs between individuals,genders, and cultures. In Mexico, forexample being grasped on the arm byanother man is a sign of friendship.To pull away is seen as rude. InIndonesia, to touch anyone on thehead or to touch anything with one’sfoot is considered highly offensive.In Islamic culture a female patientcannot be touched by a male healthprofessional so, for example, a malenurse cannot draw her blood. Alsoshaking hands between genders isalso forbidden. |
Social Orientation. Components ofsocial organization vary by culturewith differences observed in whatconstitutes one’s understanding ofculture, race, ethnicity, family roleand function, work, leisure, church,and friends in day-to-day life. |
|
|
Most Common reasons for lack of cultural awareness |
1. lack of knowledge 2. self-protection/denial 3. fear of the unknown or the new 4. feeling of pressure due to time constraints |
|
|
Central touch-point in culture competence |
1. internally between the care providers themselves 2. in the patient-provider relationship |
|
|
Developing a learning program focused on cultural competence... |
1. What are we attempting to do? 2. Why are we doing this? 3. How do we plan to achieve it? |
|
|
Moving to Action |
1. Starts with awareness 2. Grows with knowledge 3. Enhanced by specific skills 4. Polished through cross-cultural interactions |
|
|
Cultural sensitivity begins with.... |
RESPECT |
