The Role of Cultural Competence in Delivering Positive Patient Experiences

This white paper visits the increasing importance of cultural competence and cultural sensitivity in the healthcare sector and how it impacts the experience of patients, their families and support groups. The paper first explores the key elements of cultural competence and its impact on the healthcare setting, offering important facts on the changing demographics of the patient population. Suggestions are provided for the development of successful learning programs on cultural competence, including the importance of incorporating the what, why and how in cultural competence training. Finally, four steps are offered for moving to action in addressing cultural competence in healthcare organizations: awareness, knowledge, skills and interaction. The paper closes by suggesting that the impact of cultural competence on the patient experience reveals the power of the personal relationships central to the healthcare process. It is about how each and every patient is offered the care, kindness and respect they deserve.