Although they’re following traditional American customer care best practices, your nursing staff may be unintentionally disrespectful to patients if they aren’t taking the patient’s cultural or religious background into account during interactions. Behaviors that are acceptable to some of your patients, such as shaking hands or making eye contact when speaking, may be seen in an entirely different way by patients from other cultures.
Emphasizing culturally congruent care—an approach that blends patient care with patient values, beliefs, lifestyle and traditions—can help every patient feel comfortable and increase your CAHPS scores. Culturally congruent care involves a personalized approach, rather than a cookie cutter method.
Avoiding the following errors will help you ensure patients are satisfied with the care they receive.