The Center for Health Care Services Cultural Sensitivity The Center for Health Care Services

Throughout this course, we will frequently speak in generalities about people; please be aware we are discussing the general traits of different cultures. Please keep in mind, our consumers, co-workers and business associates are individuals and may or may not have the same tendencies as other members of the described culture.

“Each person's map of the world is as unique as the person's thumbprint. There are no two people alike. No two people who understand the same sentence the same way… So in dealing with people, you try not to fit them to your concept of what they should be.” Quote by Milton Erickson

Objectives Cultural Competencies Cultural Factors Communicating Effectively Other Factors Cultural Competencies in Consumer Care

Cultural Competencies

What are Cultural Competencies? The skills you use to work well with consumers of all cultures.

Cultural Competencies Considering every consumer’s culture when giving care. Culture, values, beliefs. Treating every consumer as an individual. Avoid stereotyping Age Unique views on health care

Why Learn Cultural Competencies? Help consumers receive more effective care. Help The Center meet standards. Improve your job performance.

Cultural Competencies require self-awareness Quiz True or False. 1. People who are classified the same way (for example, as “Hispanic”) share one culture. 2. A gesture’s meaning can vary across cultures. 3. A consumer may nod or smile while speaking with you, but not actually understand or agree.

Cultural Competencies require self-awareness 4. A consumer who refuses a certain type of care is just being difficult. 5. A consumer who does not answer a question right away needs you to ask it again. 6. Considering a consumer’s culture takes too much time. 7. Culture may affect how much a consumer tells you about his or her condition.

Cultural Competencies Know your own cultural beliefs and practices. Certain ideas about how to show politeness when talking with someone. Acceptable ways to express pain. Appropriate ways to treat children or older people.

Cultural Competencies Be aware of the culture of the culture of health care in the U.S./San Antonio. Consumers expected to arrive at exact times. Self-care is often promoted in treatment.

Cultural Competencies Cultural Factors to be aware of: Country of origin Preferred language Communication style Views of health Family and community relationships Religion Food preferences

Cultural Competencies Developing cultural competencies does not mean knowing everything about every cultural group you work with.

Cultural Competencies Take time to learn about each consumer: Ask questions to avoid cultural stereotypes. Learn about accepted ways to show respect. Understand relationships.

Often Stereotyped Mental Illness Developmentally Challenged & Physical Disabilities (including blindness, deafness, wheelchairs, Autism, seizure disorders) Addictions (Chemical, Alcohol, Food, Gambling etc.) Criminal behavior Poverty Alternative Lifestyles Sexual orientation Gender Obesity HIV or AIDS, Cancer or other terminal illnesses

All Texans wear cowboy hats, boots, and ride horses. All Texan’s wear cowboy hats, boots and ride horses…….. Don’t they????? Instructor: assumptions are made about people of different states, cultures and even neighborhoods resulting in insensitive statements or lack of inclusion.

Perception is Reality! American writer, Anais Nin (1903-1977) is correct when she says: "We don’t see things as they are, we see them as we are."

Communicate Effectively How does the consumer talk about his or her condition/problem/issue. Asking open ended questions. Look for clues. Objects displayed, clothing, avoids eye contact. Talk with others who know the consumer. Ask for the consumer’s view on treatment. Use interpreters effectively.

Other Factors Factors that may affect care: Age Gender Sexual orientation Socio-economic status Presence of a physical disability

Never assume you know something about a consumer - even one who does not appear to have any cultural differences from you.

Some General Statistics Regarding CHCS Consumers…

Age 0-17 1,884 18-29 1,143 30-39 1,312 40-49 1,816 50+ 2,817 TOTAL 8,972 Percentages are an approximation. I think use only the percentages since that’s what you have from the 2005 Census. Anasazi Data - Active Consumers as of November 2008

Gender Male 4,566 Female 4,405 Percentages are an approximation Anasazi Data - Active Consumers as of November 2008

Ethnicity (self-identified) Black 1,007 Hispanic 5,215 White 2,529 Other 221 Total 8,972 Anasazi Data - Active Consumers as of November 2008

Services Provided Adult Mental Health (AMH) 6,860 Child Mental Health (CMH) 1,221 Early Childhood Intervention (ECI) 698 Substance Abuse (SA) 57 TOTAL 8,972 Anasazi Data - Active Consumers as of November 2008

Cultural Competence Keep most of these – there are 6 slides on Cultural Competence – may need to cut some….

Where Do We Go From Here? We must begin with an honest desire to become Culturally Competent! Cultural Competence is a state of being capable of functioning in the context of cultural difference. It is characterized by acceptance and respect for differences.

It Starts With You… Start by assessing your Positive and/or Negative assumptions about others: What do you consider “Normal”? How accepting are you of people with different beliefs than yourself? Do you practice sensitivity regularly? This is not easy — no one wants to admit that they suffer from cultural ignorance, or in the worst case, harbor negative stereotypes and prejudices. Learning to evaluate our own level of cultural competency must be part of our ongoing effort to provide better health care.

Assessment Assess your conscious and unconscious preferences for over 90 different topics ranging from pets to political issues, ethnic groups to sports teams, and entertainers to styles of music at this website: https://implicit.harvard.edu/implicit/research/ At the same time, you will be assisting psychological research on thoughts and feelings.

Being Culturally Competent Helps Everyone You Can: Help consumers receive better care. Help The Center meet and exceed required standards. Improve your job performance.

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