2022 Cultural Sensitivity Presentation [Autosaved].pptx

1. Cultural Sensitivity Training
2022

2. Purpose of Training
To educate Windstone Health employees
and providers on culturally sensitive
issues related to our members.

3. Why Cultural Sensitivity is Good for
Windstone:
 It improves communication and understanding
with our members—avoids “stereotyping”
 It minimizes member complaints
 It increases our productivity and efficiency
especially when dealing with members and staff,
etc.
 It’s required (by federal and state laws)

4. Why Cultural Sensitivity is Important to
Our Work at Windstone
 Health care providers and staff must understand their
own values and beliefs, as well as the differing
cultures of the people they serve.
 Understanding a person’s culture is critical to
reducing health disparities and improving access to
high quality health care.
 It is important to not judge; but instead, seek to
understand.

5. Cultural and Health Care Expectations
Recognizing and acknowledging an individual’s
culture is essential to meeting health care
expectations; such as:
 Who provides treatment
 What is considered a health problem
 What type of treatment is required
 Where care is sought
 How symptoms are expressed
 How rights and protections are understood

6. What is “CULTURE”?
 Ethnicity
 Language
 Religion
 Gender
 Sexual Orientation
 Age/Generation
 Socioeconomic status
 Disability

7. What does “Culture” and “Sensitivity”
mean to you?
Think of examples of the following:
 What is your “culture?”
 How would someone be “sensitive” to your “culture”?
 How would they be “insensitive”?

8. What You Will Learn Today
 Definitions:
 “culture”
 “subculture”
 “cultural competence”
 “stigmatized group”
 An overview of how cultures are both different as well
as similar
 How being sensitive to cultural differences is
important to providing services.

9. “Culture” and “Subculture” Defined
 Culture: (i.e. California Residents)
 Integrated patterns of human behavior that includes
the language, thoughts, actions, customs, beliefs,
values, and institutions that unite a group of people.
 Identifies various concepts of health, perceptions,
behaviors, and attitudes.
 Subculture: (i.e. Latino California Residents)
 ethnic, regional, economic, or social group
 characteristic patterns that distinguish itself from
others

10.  Stigmatized Group: (i.e. Behavioral Health
patients)
 individuals rejected as a result of a specific
attribute
 Cultural Competence:
 Capacity to effectively deal with people from
different cultures and lifestyles.
“Stigmatized Group” and
“Cultural Competency” Defined

11. “Behavioral Health” patients as a
Subculture and/or a Stigmatized Group
 Every culture has differing opinions on
mental health
 Windstone members/patients are
potentially a part of a “stigmatized group”

12. Health & Wellness Screening
 Our Health and Wellness product requires much
Cultural Sensitivity on the part of Windstone
employees and providers.
 Members of certain subcultures, such as
Latinos, may be reluctant to admit to having
behavioral health care issues and may be
embarrassed to seek behavioral health care
treatment if they do have issues.

13. Common Causes of Misunderstandings
 Each culture has conventions for courtesy.
 Leaping to conclusions about character,
motivation, or integrity of an individual
based on one interaction.

14. Common Causes of Misunderstandings
(continued)
 Culture establishes correct tempo & tone
of voice.
 Some cultures start discussions with
specific detail; others with generalities.

15. Common Causes of Misunderstandings
(continued)
 All cultures value respect but may
communicate respect differently.
 Trust or lack of trust has an effect on
intercultural communication.

16. Common Causes of Misunderstandings
(continued)
**The use of humor can be easily
misinterpreted and can negatively affect
communication (especially puns and
sarcasm).

17. Strategies for Cross Cultural
Communication
 Reduce power dynamics
 Be non-judgmental
 Avoid saying “I know how you feel”
 When you don’t know much about a culture,
admit it, and ask to be educated about it.

18. Strategies for Cross Cultural
Communication
 Focus on similarities or common ground
 Build a relationship of trust with the patient.
 Explain the purpose of the call or session

19. Strategies for Cross Cultural
Communication
 Length of time between comments,
responses, speed, and possible
interruptions
 Modify speech to match patient - make them
more comfortable. Impatience can be a sign
of disrespect

20. Strategies for Cross Cultural
Communication
 Be aware of your pattern of interruptions
 Don’t be offended if a patient interrupts
 Especially if the patient is older than you

21. Strategies for Cross Cultural
Communication
 Explain information clearly; ask member to
repeat instructions in their own words
 Prompt and encourage questions
 Use specific, plain language
 Match the volume and speed of the
member’s speech.

22. Strategies for Cross Cultural
Communication
 Mirror body language and eye contact
 Confirm decision making preferences
 Use formal address unless invited otherwise
 “Hello Mrs. Garcia! I’m Jane, calling from Windstone.
 “Oh Hi Jane, you may call me call Rosa.”
 Be mindful and respectful of any memory, hearing,
language deficits

23. Communities Served
 Windstone provides care to culturally
diverse patients, including, but not
limited to the following.
 Lesbian, Gay, Bisexual, and Transgender
 Seniors and Persons with Disabilities
 Homeless
 Persons with Mental Health/Substance Abuse

24. Dealing with Low Health Literacy
and/or with Language Barriers
 Meet the needs of the patient
 Consider age, gender and background
 Use simple words and avoid jargon
 Never use acronyms

25. What is LAP?
 Effective January 1, 2009, in accordance with Section
1367.04 of the California Knox-Keene Act, the
Department of Managed Health Care regulations –
Section 1300.67.04, Title 28, California Code of
Regulations -- require that health plans establish a
Language Assistance Program (“LAP”) for enrollees
who are Limited English Proficient (“LEP”).
 (Meets Federal Requirements)

26. Can I use my own bilingual staff to
interpret?
 Windstone may use its own bilingual staff
members as interpreters only for front
desk, appointments, verifying benefits, etc.
 Windstone staff or provider staff may not sit
in with a provider and member during their
session.

27. Do these regulations prohibit family
members from serving as interpreters for
enrollees?
 No. The member can authorize (in writing) a family
member to translate if you are dealing with the family
member in person, under an urgent situation.
 However, if you are interacting with the member over
the telephone, Windstone requires a Power of
Attorney authorizing the family member to interpret.
 You must ensure that members are notified of the
availability of free, quality language assistance
(interpretation and translation) services.

28. Seniors and Persons with Disabilities
Key Facts (from the World Health Organization):
 Over a billion people, about 15% of the world's
population, have some form of disability.
 Between 110 million and 190 million adults have
significant difficulties in functioning.
 Rates of disability are increasing due to population
ageing and increases in chronic health conditions, among
other causes.
 People with disabilities have less access to health care
services and therefore experience unmet health care
needs.

29. Seniors and Persons with Disabilities
Tips for communicating with people with disabilities:
 Use “People First” Language which describes what a
person “has”, not what a person “is”.
 Example: Say “she has autism” not “she’s autistic.”
 You may offer to assist a person with a disability, but wait
until your offer has been accepted.
 Then, ask for instructions on how you can best assist.
 Be patient, flexible, and supportive.
 Try listening with an open mind to what the person with the
disability is saying without prejudice about what he or she
can or cannot do.

30. Seniors and Persons with Disabilities
Tips for communicating with people with disabilities
(Continued):
 Make sure you talk directly to a person with a disability,
just like you would with anyone else.
 Try to keep your focus on the “person” and not the
“disability.”

31. If you’re Culturally Sensitive:
Clear communication is the basis for
providing culturally competent care and:
 Improves safety and compliance
 Improves physician & patient satisfaction
 Improves office processes (saves time and
money)
 Reduces risk of malpractice

32. The End