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

3. 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.

4. “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

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

7. Cultural Competencies

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

9. 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

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

11. 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.

12. 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.

13. 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.

14. 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.

15. 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

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

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

18. 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

19. 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.

20. 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."

21. 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.

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

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

24. Some General Statistics Regarding CHCS Consumers…

25. Age
,884
,143
,312
,816
,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

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

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

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

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

30. 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.

31. 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.

32. 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:
At the same time, you will be assisting psychological research on thoughts and feelings.

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

35. SPIN