Guide to Caring for Diverse Populations
Gayle Villanueva-Ventura Ally Since 2019
Importance of Culturally Competent Care Your patients bring diverse backgrounds, customs, abilities, and experiences to their health care. Some differences are apparent, while others are not. Factors that contribute to diversity include: geographic and cultural background race and ethnicity age gender identity, expression, and sexual orientation preferred languages religious and family traditions education and socioeconomic background neurodiversity cognitive, sensory, and physical abilities Recognizing and appreciating diversity is an essential part of patient-centered care. It can lead to improved patient safety, more open communication, increased health equity, and better patient outcomes. By respecting each patient’s values and preferences, you’ll be more likely to engage them as collaborative partners in their care. The following guide will provide you with suggestions for and resources on caring for diverse populations.
Table of Contents Importance of Culturally Competent Care
Combating Implicit Bias and Stereotypes
Verbal and NonVerbal Communication
Overcoming Language Barriers
Pain Management Across Cultures
Resources for Further Learning
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Guide to Caring for Diverse Populations
Combating Implicit Bias and Stereotypes Implicit bias refers the attitudes and stereotypes that influence our understanding, actions, and decisions unconsciously. It can make us susceptible to unintentionally acting in ways inconsistent with our values. We all have implicit biases and it can negatively affect patient interactions and outcomes. To reduce this possibility, focus on the actions below.
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Guide to Caring for Diverse Populations
Verbal and Non-Verbal Communication
Cultural competence improves communication, which keeps patients safer. Clear communications allow dental professionals to collect accurate medical information. It also encourages active dialogues in which patients and dental professionals can ask questions, correct misunderstandings, and build trust.
Speaking Match your speech to the volume and speed of the patient’s speech to make them more comfortable. Ask the patient how they would like to be addressed, as many older people from traditional societies expect to be addressed more formally. Ask open-ended questions to alleviate patients answering “yes” even when they do not understand.
Eye Contact Some cultures view strong eye contact as a sign of respect, while others see it as rude or disrespectful. Never force a patient to make eye contact. If a patient seems uncomfortable with direct gazes, try sitting next to them instead of across from them.
Body Language and Presentation Prior to the exam, talk the patient through each step of the exam so that the need for physical contact is understood. Be conservative in your use of gestures and body language. For example, in some cultures the “come here” hand gesture is used to call animals.
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Guide to Caring for Diverse Populations
Overcoming Language Barriers Use simple words; avoid jargon, acronyms, and technical language.
Speak slowly and do not shout.
Articulate words completely.
Repeat important information.
Provide educational materials in the language your patient speaks. Use pictures and demonstrations to increase understanding. Give information in small chunks and check for understanding before progressing. Utilize video remote interpreting services provided by DCA.*
*To access DCA provided interpreting services, visit Certified Languages International and use access code 623501dca. No advance scheduling is needed.
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Guide to Caring for Diverse Populations
Pain Management Across Cultures Reaction to and expression of pain Do not mistake lack of verbal or facial expressions for lack of pain. Cultures vary in what is an acceptable expression of pain from stoic to extremely expressive. Ask the patient for comparative analogies such as “cutting with a knife” or “pounding like a drum” to obtain a more accurate description of their pain.
Spiritual/religious beliefs about pain medication Members of many faiths will not take pain relief medications during religious fasting periods. Other religious traditions forbid the use of narcotics. Accommodating religious preferences, when possible, will improve the effectiveness of the pain relief treatment.
Use of alternative pain relief treatment Patients often come to the dentist only after trying many traditional or at home treatments such as herbal compresses or teas, massage, acupuncture, or breathing exercises. Ask about traditions for pain management in an accepting, nonjudgmental way for accuracy of the clinical assessment. Accommodate or integrate your treatments with alternative treatments when possible.
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Guide to Caring for Diverse Populations
Resources for Further Learning
External Resources Cultural Competency Program for Oral Health Providers (6 CE)
American Dental Association Aging & Dental Health
ADA Requirements on Communication
National Coalition for LGBTQ Health
Office of Minority Health
National Center for Cultural Competence
Acknowledgements This guide was adapted in part from the Health Industry Collaboration Effort’s “Better Communication, Better Care: Provider Tools to Care for Diverse Populations.”
This guide brought to you by the DCA Diversity, Equity, & Inclusion Council. Visit our homepage on Smile!
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