Its All About Respect

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Its All About Respect

• Enhancing Awareness of and Sensitivity to
  Diversity

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Respect at LHS

• We value the diversity of our employees,
  physicians, patients, and patients families
• We foster an environment of acceptance, fairness,
  and mutual respect
• We strive to be culturally competent to best
  understand and respond to our patients needs
• We do not tolerate discrimination or harassment
  of any kind

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This training module

• Defines diversity and culture
• Explains why awareness and sensitivity to
  diversity and all cultures are critical to our
  success
• Identifies your responsibilities in respecting
  diversity

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What is Diversity? What is Culture?

• People are far too complex and interesting to be
  described by just two or three characteristics

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How diverse is this patient?
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This person is(1) 61 years old (2)
Caucasian (3) Homosexual (4) Jewish (5)
Disabled (6) Son, brother, and father (7) College
educated (8) Oregonian (9) Unemployed (10) A
man Who (11) Enjoys cooking (12) Is funny (13)
Prefers cats over dogs (14) Is an avid Scrabble
player (15) Plays tennis (16) Volunteers at the
Food Bank (17) Loves opera (18) Believes in
natural medicine (19) Gardens (20) Eats Thai food
Think about how much you would have missed if you
had just noticed this patient is an older white
male
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Diversity is Like an Onion?

• Yes, in that you can peel away one layer of
  diversity and find even more layers
  underneath.
• You have your unique personality your specific
  qualities, traits, and style
• You have characteristics that generally do not
  change (e.g., your birth date, race, gender)
• You have your own life experiences (e.g., where
  you grew up, where you live now, your marital
  status, your religion, your educational
  background)
• You have your own work experiences, such as your
  length of service and your work location

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So, Whats the DifferenceBetween Diversity and
Culture?

• Diversity refers to how people are similar and
  different
• Culture refers a racial, ethnic, religious, or
  social groups patterns of behavior
• Your culture influences your layers of diversity

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Your Culture Includes
JCAHO and Hogan-Garcia (2003)
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Why is Diversity and Cultural Awareness/Sensitivit
y Critical to Our Success?
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Awareness and Sensitivity Enable Us to

• Promote a culture of respect, i.e., respect
  others values, attitudes, and behaviors
• Avoid stereotypes and biases that undermine our
  efforts
• Deliver services that respond to patients and
  their families needs
• Promote a culture of family-centered care

Frenza, Paul MA (2004) Cultural Sensitivity and
Cultural Competence, presented at The 13th
Annual Academy of Medical-Surgical Nursing
Convention in Chicago, IL.
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Valuing Diversity to Promote Family-Centered Care

• A Patients Diversity and Culture May Influence
• How you should communicate with him/her
• Who is included in family centered care
• What kind of food to serve
• How you will help manage the pain
• The treatment plan
• How he/she is best comforted
• His/her sensitivity to personal privacy

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What are Your Responsibilities?
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Your Responsibilities

• Respect all Legacy employees, patients, and
  visitors diversity and cultures.
• Develop your diversity and cultural knowledge and
  skill to deliver the best service to our
  patients.

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Your Responsibilities

• In addition to respecting diversity, you have a
  responsibility to help protect our work
  environment by complying with Legacys harassment
  policy.

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Legacys Harassment Policy (LHS.500.504) In Sum

• The purpose of the policy is to provide all
  employees a work environment free from all forms
  of discrimination and harassment, including
  sexual harassment.

• Each employee has the responsibility to maintain
  a respectful workplace free from harassment.

• The policy covers sexual harassment and
  harassment based on race, color, national origin,
  religion, gender, disability, age, sexual
  orientation, and any other protected class.

• Any employee who complains of harassment, in good
  faith, will not be retaliated against.

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Harassment May Take the Form of

• Jokes
• Cartoons
• Pictures/posters
• Negative stereotyping
• Hostile acts
• Thoughtless comments

• Unwelcome physical contact (e.g., pats, hugs,
  touching)
• Unwelcome sexual advances
• Offering an employment benefit for sexual favors

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What Must You Do?

• If you believe you have been harassed or have
  witnessed harassment, report the behavior ASAP to
  one of the following
• (a) Your manager,
• (b) An HR representative,
• (c) Any other member of management.
• NEVER retaliate against a person who has
  complained of harassment.
• If you believe you have been retaliated against
  or intimidated for complaining of harassment or
  for cooperating in an investigation, report the
  situation to your manager or an HR
  representative.

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Case Studies What Would You Do?

• Diversity is the one true thing we all have in
  common. Celebrate it every day.
• Anonymous

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What Would You Do?

• Q Your patient has refused treatment because his
  religion is opposed to medical intervention. You
  know the patient will not recover without the
  necessary treatment. You want to help the
  patient, but you feel your hands are tied.
• A First, you should respect the patients
  religious beliefs. Second, you should learn more
  about the patients religious beliefs so you can
  deliver customized care. Finally, you should
  treat the patient as an individual, talk to him
  about his options, and respect his decision.

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What Would You Do?

• Q You witnessed behavior in the workplace that
  made you very uncomfortable. You are not sure if
  it is harassment or discrimination. What do you
  do?
• A Even if you arent sure, report the incident
  ASAP to any of the following
• (a) Your manager,
• (b) An HR representative,
• (c) Any other member of management.

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What Would You Do?

• Q Your new co-worker has a very thick accent.
  You have tried to understand her, but you just
  cant. Youve been assigned to a work with her on
  a project and youre worried you wont be able to
  communicate.
• A If necessary, ask another co-worker to help
  interpret. Tell your co-worker you have a hard
  time understanding her, but that you want to work
  with her. Brainstorm ways to best communicate
  with each other. You can also talk to your
  manager for more guidance.

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What Would You Do?

• Q A patient at your hospital is a vegetarian who
  does not believe in using chemical cleaners. She
  just told housekeeping to Get those nasty
  chemicals out of my room. This patient also is
  unhappy about the food delivered to her that
  morning. How can we meet this patients needs?
• A To support our culture of family centered
  care, it is important to understand our patients
  preferences and to do all that we can to meet
  those preferences. You should report the issues
  to your manager and explore options to satisfy
  the patients concerns. For example, Food and
  Nutrition can prepare food appropriate for a
  vegetarian.

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What Would You Do?

• Q One of your co-workers often forwards chain
  e-mails to you at work. Today you received an
  e-mail that really offended your personal
  beliefs. You suspect your co-worker doesnt know
  the e-mail offended you. You do not want to
  receive these e-mails anymore, but youre unsure
  how to ask her to stop sending them.
• A First, tell your co-worker you appreciate her
  friendship. Then explain to her why her last
  e-mail offended you and ask her to stop
  forwarding chain e-mails to you. After all,
  forwarding those emails is against Legacy policy.
  If you are uncomfortable talking directly to
  your co-worker, ask your manager or HR
  representative for guidance.

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What Would You Do?

• Q You work with Mark and David. In the past,
  David has made snide comments about homosexuals.
  You know Mark hasnt told David he is gay in fear
  that David will ridicule him. What can you do to
  bring your team together?
• A If you feel comfortable talking with David
  directly, tell him you find his comments
  offensive and ask him to stop. If you dont feel
  comfortable, talk to your manager or HR
  representative.

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Additional Resources

• Culture Nursing Care A Pocket Guide by
  Pamela A. Minarik
• Legacy Libraries
• Websites
• National Center for Cultural Competence
  http//gucchd.georgetown.edu/nccc/
• http//Tolerance.org
• http//www.panam.edu/dept/rehabri/\
• And many, many moreJust look!