Outcome 5 - preventing cultural biases Flashcards
What does it mean to provide good service? Characteristics that customers want and expect professionals who provide a service to have:
-Cooperative
-Friendly
-Communicative
-Listens well
-Empathetic
-Sincere
-Accountable
-Honest
-Responsible
-Trustworthy
-Professional
What is Credibility with Patients?
Refers to how much patients trust that you will follow through on what you say you will do. It is linked to how others see you and how you provide service to them.
To develop credibility with your patients:
-be consistent
-keep your word
-develop your knowledge
-be a team player
-demonstrate dedication
-be respectful
-apologize when you are wrong
What is trust?
According to one source, trust consists of the characteristics of being a good or bad person and being ethical. According to another, it is the belief in the integrity and reliability of another person. Trust is also built on technical competence. Trust is, therefore, a mix of character and competence.
What is Trust in a Healthcare environment?
In a healthcare environment, trust is “a social contract that binds health professionals to technical competence as well as to moral discretion”. Patients place trust in the professional’s abilities and knowledge.
What is Trustworthiness?
While trust is a characteristic, trustworthiness is a beheaviour. Trustworthiness is “the quality wwe use to describe an individual who can be trusted to accept information without exploiting it, supporting vulnerabilities and remaining in the relationship.”
Two Levels of Trust
Trust exsists on two levels - trust in oneself and relationship trust based on interpersonal skills.
Trust is based on the self-confidence in one’s ability to set and achieve goals, keep confidences, walk the talk, and inspire trust in others.
The foundation of self-trust is “credibility” based on the following mix of these characteristics:
Integrity - honesty; humility; courage; making and keeping commitments; acting on beliefs and values; being open-minded to new ideas
Intent - genuine caring; motives and based on the best for others
Capabilities - talent, attitute, skills, knowledge & interpersonal style
Results - responsibility & accountability
What is relationship trust based on?
Interpersonal skill
Top 5 behaviours to build trust in a workplace
- Communiating openly & honestly
- Showing confidence in others abilities
- Keeping promises and commitments
- Listening to and valuing others opinions
- Mutual cooperation
Characteristics that affect patient’s trust in their relationship with professionals
-the experience of feeling that their problems are thoroughly evaluated
-understanding that each patient’s experience is unique
-that communication is clear and complete
-technical competence in providing appropriate and effective treatment
-the ability to facilitate discussion
-honesty, respect & caring
The Top 5 Behaviours which reduce Trust are..
- Self interest
- Mixed messages
- Avoiding responsibility
- Jumping to conclusions
- Making excuses and blaming others
Steps to assessing the level of patient knoweldge & comprehension:
- Relationships
*Bond with patients
*Demonstrate care & concern for your patient and engage them as participants in their own dental care program - Knowledge
*Explain the benefits of good practice and positive effects of long term application
*Explain the adverse effect of non-compliance to a daily dental health plan
*Know when too much information is overwhelming the patient - Demonstration
*Demonstrating correct procedures is also important when communicating pertinent information to your patients
Strategies for Addressing Customer Dissatisfaction:
-Acknowledge the patient’s point of view.
-Avoid placing blame.
-Defuse the anger by demonstrating empathy.
-Apologize for the problem.
-Involve the customer in the problem-resolution strategy.
-Be timely in providing a resolution to the problem.
-Follow up on the resolution.
-Be sincere in finding a solution and improving the process or situation so that the chances of the problem happening again are minimal.
Procedure for Handing Customer Dissatisfaction:
Step 1: Hear the person out. Even if you feel personally attacked with regard to your ability to do your job or with regard to the department’s ability to accomplish a task, focus on the problem rather than the emotion.
Step 2: Acknowledge the individual’s concerns and demonstrate empathy for the person and the situation.
Step 3: Work with the dissatisfied customer to solve the problem. This is where your conflict management skills and communication abilities are important for ensuring a win-win solution.
Step 4:Come to a mutually agreeable solution that is time-bound.
Step 5:Follow up and evaluate the solution to ensure that the customer is satisfied with the outcome.
What does cultural sensitivity refer to?
Refers to the awareness and understanding of different cultures, their customs, beliefs, and values
involves recognizing and respecting cultural differences
What are values?
-Deeply held attitudes or beliefs that influence how we make decisions about behaviours and events, and how we judge those behaviours and events. Our values indicate what is important, what is right and good for an individual, a profession, an organization, and society as a whole.
What are Personal Values?
Personal values are beliefs or principles that guide an individual’s behavior and decision-making.
Our individual values are based on our backgrounds, our experiences, our social influences, etc.
What are Terminal Values?
Goals that individuals would like to achieve during their lifetime (Freedom, happiness, social recognition)
What are Instrumental Values?
Modes of behaviour and/or ways and means to achieve terminal values (courage, independence, a polite manner, a responsible demeanour)
Ron Scott’s 14 Core Professional Attributes for Healthcare Workers
- Accountability - being responsible to oneself & others
- Advocacy - promoting the best-interest of others
- Altruism - The unselfish concern for the welfare of others
- Autonomy - exercising independent professional judgment based on the parameters of acceptable practice
- Compassion & Empathy - the deep awareness of the suffering of others and the desire to relieve that suffering
- Competence - carring out the requirements of a position with efficiency and effectiveness
- Empathy - the ability to put oneself in another’s position
- Fiduciary status - placing the interest of a patient above one’s on interest as requeired by law
- Loyalty - acting on the obligations to others and the organization
- Patience - staying cool under stress; calm, restratined, self-control when faced with delays or impediments
- Social responsibility - concern for people & society, especially those who are in disadvantaged position
- Team Player - Actively participating in the team’s effort in promoting patient-centered care.
- Truthfulness - being honest, straightforward & authentic
What are Professional Values?
Professional values refer to a set of beliefs and principles that guide a person’s conduct and decision-making in their professional life.
Some examples of professional values:
- Integrity: This involves honesty, trustworthiness, and adherence to ethical standards.
- Responsibility: Being accountable for your actions, taking ownership of your work, and fulfilling your obligations.
- Respect: Showing consideration for others, their beliefs, opinions, and feelings.
- Professionalism: Conducting oneself in a manner that reflects competence, expertise, and dedication to one’s profession.
- Teamwork: Collaborating with colleagues, sharing knowledge, and working towards common goals.
- Excellence: Striving for high standards of performance and quality, seeking continuous improvement, and being committed to excellence.
- Adaptability: Being flexible and open to change, able to adjust to new situations, and willing to learn new skills.
- Service: Putting the needs of clients or customers first, being attentive to their needs, and providing excellent service.
- Trust: Building trust with colleagues, clients, and stakeholders by demonstrating reliability, competence, and integrity.
- Diversity and Inclusion: Valuing diversity and promoting inclusivity, treating everyone with respect, and avoiding discrimination based on race, gender, age, or other factors.
It is expected that healthcare professionals will exercise some common values, such as:
- Respect for the patient and their privacy.
- Respect for the institution/work environment.
- Respect for our profession.
- Respect for the laws, regulations and policies that govern us as healthcare professionals.
What are Attitudes?
Attitudes are positive or negative feelings concerning objects, people or events, however, attitudes are not the same as values. Values reflect what is important to an individual whereas attitudes are the ‘judgments’ which are made by an individual based on their values.
Job involvement is defined as…
“the degree to which people identify psychologically with their jobs, and consider their perceived performance level important to self worth”
Organizational Commitment is defined as…
“an individual’s psychological attachment to an organization and desire to remain part of it.”
An employee who has high levels of Job involvement and Organizaional Commitment has…
- Have an emotional attachment or loyalty to an organization or job.
- Believe that the costs of leaving the organization or job are too high (for example because of loss of income, benefits, pension, or because there is no offer of alternative employment).
- Feel a sense of obligation or duty to stay with an organization or in a particular job will have higher levels of organizational commitment and job involvement.
Research also shows that a workplace will usually have happier and more committed employees if:
- There are good physical working conditions.
- There are opportunities for personal and professional development and career progression.
- Employees can realize their professional aspirations.
Geert Hofstede (2008) is the pre-eminent researcher with respect to cultural dimensions. According to Hofstede, cultural values differ along five dimensions:
- Power Distance Index.
- Individualism versus Collectivism.
- Masculinity versus Femininity.
- Uncertainty Avoidance Index.
- Long-Term Orientation.
What do all patients expect?
-respect
-care
-information presented at a level they understand
-expertise
-competence
-professionalism
To engage your patient in their oral health care, you should…
-be genuine & empathetic
-help them see the value of maintaining their oral health
-avoid dental jargon and use vocab the patient can relate to
-provide exemplary customer/client service as well as competence in your skills
-establish a caring professional relationship
Cultral Barriers
Status
Body Language - different cultures have different interpretations
Ethnocentrism - we may perceive our culture as superior to others, but all cultures are equal alongside our own
Some common barriers to effective communication include..
Selective Listening - letting pre-formed biases, prejudices, stereotypes and expectations cause us to hear what we want to hear instead of listening to what was actually said
Being Self-Absorbed - being focused on your needs rather than the needs of others
Past experiences - assuming outcome of coversation due to past experiences
Attitudes & Emotions - talking to them, not “at” them
Electronic messaging - can lead to misinterpretation of the message since not face to face
Email Etiquette
Keep it Simple
Include an Action Step
Be Organized
Proof Read
Dont Inlcude Confidential Information
The main determinants of health include:
- Income and social status
- Employment and working conditions
- Education and literacy
- Childhood experiences
- Physical environments
- Social supports and coping skills
- Healthy behaviours
- Access to health services
- Biology and genetic endowment
- Gender
- Culture
- Race / Racism
Social Determinants of health are…
are specific social and economic factors that are part of the broader determinants of health. These factors are related to an individual’s position in society, including their income, education, and employment. Experiences of discrimination, racism, and historical trauma are important social determinants of health for certain groups, such as Indigenous Peoples, LGBTQ individuals, and Black Canadians
Oral diseases have a greater impact on…
Research indicates that oral diseases have a greater impact on individuals from lower socioeconomic backgrounds. There is a clear link between factors such as income, occupation, and education level and the likelihood and seriousness of oral diseases. This link is evident from childhood through to old age and across various populations in countries with high, middle, and low-income levels.
Access to oral health services
he unequal distribution of oral health professionals and a lack of appropriate health facilities in many countries mean that access to primary oral health services is often limited. Out-of-pocket costs for oral health care can present significant barriers to accessing care. Paying for necessary oral health care is one of the main reasons for catastrophic health expenditures, leading to an increased risk of impoverishment and economic hardship.
Dental health literacy
Research has shown that poor oral health literacy affects oral health, can negatively influence the quality of life, and has a significant financial impact on society. Poor oral health literacy contributes to poor access because individuals may not understand the importance of oral diseases and oral health care or their options for accessing such care
What is Oral health literacy?
Oral health literacy is the extent to which individuals can access, understand, and use basic health information and services to make informed decisions about their oral health.
Benefit of improving oral health literacy?
By improving oral health literacy, patients can take better care of their health.
How can you improve oral health literacy?
Improving oral health literacy can be achieved through clear communication with patietns and ensuring that they understand the information, thereby minimizing the risk of miscommunication.
Why is the use of “Plain Language” the best?
To achieve the best oral health outcomes, health decisions must be based on a clear understanding of health information, but barriers like low literacy, cultural differences, and navigating the complex healthcare system can make this challenging. Using clear and plain language to communicate health information and services is essential for promoting and creating health literacy.
People with high levels of Emotional Intelligence tend to exhibit the following characteristics:
-an ability to understand their own emotions, desires, strengths, weaknesses, needs & capabilities
-an ability to reflect on and critique their own desires and actions
-an ability to readily adapt to change
-A drive to acheive and be better
-an ability to consider and empathize with other peoples feelings, needs and desires when taking action
-An ability to motivate, influence and move people to act
What is a profession?
a vocation or calling, especially one that involves some branch of advanced learning or science (the medical profession)
Professional conduct requires the following set of behaviours (according to Health Science Fundamentals: Exploring Career Pathways, Badasch and Cheseboro (2009) )
- Maintain a calm, courteous manner.
- Listen carefully when patients or other health care workers are speaking.
- Monitor patients appropriately, in order to ensure their safety.
- Perform tasks efficiently and carefully.
- Do not gossip about patients or other health care workers.
- Do not use coarse or offensive language.
- Do not practice horseplay or other dangerous behaviors.
- Watch for hazardous situations and correct any hazards that you see.
- Follow all safety procedures that are required by your healthcare facility.
Badasch and Cheseboro (2009) identify the key personal characteristics that play a role in successful professional practice. These are:
-Empathy.
-Honesty.
-Dependability.
-Willingness to learn.
-Patience.
-Acceptance of criticism.
-Enthusiasm.
-Self-motivation.
-Tact.
-Competence.
-Responsibility and accountability.
-Discretion.
-The ability to be a team-player.
What is respect?
deferential esteem felt or shown towards a person, thing, or quality.
Ways in which to respect the feelings of others include:
-Asking how they are feeling.
-Validating their feelings.
-Empathizing with them.
-Seeking understanding of their feelings.
-Taking their feelings into consideration.
In order for respect to function successfully in a healthcare environment, healthcare professionals need to…
In order for respect to function successfully in a healthcare environment, healthcare professionals need to be aware of their own feelings, and listen non-judgmentally and non-defensively. They must also know how to validate feelings, and believe that both their own feelings and their patients’ feelings have value.
Some ways to show respect include:
- Asking others how they feel before making a decision that will affect them.
- Voluntarily making changes and compromises to accomadate the patient’s feelings and needs.
- Not interrupting the patient.
- Soliciting and allowing feedback.
- Avoiding giving unsolicited advice, sermons and lectures.
- Creating a safe environment that provides your patients with a feeling of security and control.
- Providing knowledge about procedures to a patient in a way that is calming and reassuring.
Tips for Culturally Responsive Practices in Oral Health
Acknowledge and honour cultural diversity: Families and communities have unique cultural practices and beliefs regarding oral health.
Foster an inclusive environment: Creating a culturally inclusive atmosphere encourages patients to communicate openly about their oral health. Positive interactions with patients can make them feel understood and valued. It’s helpful to involve peer health promoters, bilingual/bicultural staff, or trained interpreters in patient meetings.
Listen respectfully: Actively listening to patients is one of the most respectful things you can do. Techniques like motivational interviewing can help in understanding patients’ oral health needs.
