Doctors must be sensitive to and acknowledge differences in age, gender identity, cultural background, socioeconomic status, ethnicity, and other characteristics that set each one of us apart. Consider two examples that demonstrate a lack of sensitivity to patients’ diverse backgrounds, cultures, and beliefs.
Example 1: The doctor enters the exam room and sees an older man and a much younger woman. The doctor asks the man whether the woman is his daughter, to which the man replies, “No, that’s my wife.”
Example 2: A senior physician is walking with a resident who has a protuberant lower abdomen. I meet the two in the hallway. The senior physician introduces the resident, and I ask, “When are you due?” The senior doctor waves me off and gives me the “cut” sign with the flat of the hand against the neck, indicating that my question was not appropriate and that she isn’t pregnant.
In modern healthcare, “diversity, equity, and inclusion” (DEI) is not just a buzz phrase but a core principle in creating an inclusive and welcoming environment for all patients. As physicians and healthcare personnel, we must recognize the importance of being sensitive when providing care to all patients.
By fostering an atmosphere of empathy, respect, and understanding, we can bridge the disparities and inequalities in healthcare and deliver patient-centric care to all. In this article, we explore the importance of sensitivity in healthcare and offer suggestions to implement these principles in daily practice.
MISTAKES IN COMMUNICATION
In the healthcare arena, doctors may inadvertently overlook the impact of cultural factors on a patient’s health. For example, assuming a patient understands a medical condition without considering language barriers or cultural beliefs can hinder effective communication and affect treatment outcomes.
Implicit biases can influence how physicians perceive and interact with patients, including the level of care provided, leading to disparities in diagnosis and treatment. For instance, a physician may dismiss or not fully understand a patient’s concerns based on preconceived notions about the patient’s socioeconomic background, gender, or race.
Physicians who don’t display DEI sensitivity may unintentionally create an environment that discourages open communication. Dismissing a patient’s concerns, emotional state, or cultural preferences can erode trust and impede effective care.
There’s no better way for a physician to develop a patient’s trust than to demonstrate an understanding of the unique characteristics of the patient.
SUGGESTIONS FOR PROMOTING DEI
Cultural sensitivity is essential in delivering patient-centered care to diverse populations. Physicians should educate themselves about various cultures, ethnicities, and backgrounds, as well as the associated health concepts and practices. A sensitive approach involves acknowledging and accommodating these differences while ensuring that all patients receive equitable care. Here are some suggestions for promoting DEI.
Never make a patient feel uncomfortable. When patients assume a defensive posture like crossing their arms or correcting you on your use of pronouns, apologize for your misstep or for misspeaking and ask them why they are upset and/or what verbiage they prefer. Apologize when necessary.(1)
Educate yourself and your staff on DEI and cultural differences. Doctors demonstrate cultural sensitivity by acknowledging and respecting the diverse backgrounds and beliefs of their patients. Take the time to learn about cultural practices, traditions, and beliefs that may impact healthcare decisions and incorporate this understanding into your approach.
For example, a physician encounters a patient who prefers traditional healing practices, such as acupuncture. Instead of dismissing these practices outright, the physician takes the time to understand the patient’s beliefs and, if safe and appropriate, incorporates them into the treatment plan.
The conversation may start as, “I understand that your cultural background may influence your beliefs about certain medical treatments. I want to learn more about your perspective so we can work together to find the best healthcare approach that aligns with your cultural values.”
Ensure language access for patients with limited English proficiency by providing interpretation services or trained medical interpreters to facilitate clear and effective communication. An example of an approach to bridging a language barrier might be to say “I would like to learn more about your perspective so we can work together to find the best healthcare approach that aligns with your values. We have interpreters available who are fluent in your native language. Would you like to use this service?”
It’s also important to demonstrate active listening, allowing the patient to speak without interruption, nodding to demonstrate your understanding, and refraining from using medical jargon.
Finding ways to make patients and their families feel comfortable in the practice might be as simple as providing newsletters, educational material, or an answering service in the patient’s native language.
DEI AND EMPATHY
Empathetic doctors create a safe and non-judgmental environment, allowing patients to express their thoughts, concerns, and worries without fear of judgment. They maintain a compassionate and accepting demeanor. They validate patients’ emotions and provide reassurance and support.
They might say, “I understand how difficult this diagnosis must be for you and your family. Please know that we’ll do everything possible to provide you with the best care and support throughout your treatment. I want you to feel comfortable sharing information. We aim to provide you with the best care possible, creating an open and non-judgmental opportunity to express yourself.”
They acknowledge and empathize with the patients’ emotional reaction to an illness or medical condition, offering support and providing resources to help them cope with their emotions. Consider this response: “I understand that receiving this news can be overwhelming. Please know that our team has resources available. We have support groups, educational materials, and counseling services to help you cope with the emotional aspects of your condition.”
Empathetic doctors respect their patients’ autonomy and involve them and their families, if appropriate, in decision-making regarding their healthcare. They provide information, discuss treatment options, and consider the patients’ issues, concerns, and preferences.
For example: “Based on the information we have, there are several treatment options available. However, I want you to decide which is right for you. Let’s discuss the benefits and risks of each option together. Let’s you, your family, and I be a team to manage your situation.”
The empathic physician is sensitive to gender identity and sexual orientation. Because LGBTQ+ patients often face unique challenges in healthcare settings, a sensitive and inclusive approach involves providing a safe and non-discriminatory environment where patients’ gender identity and sexual orientation are respected.
For example, when a transgender patient visits a practice for care, the physician ensures that the patient’s preferred name and pronouns are used, and any health concerns are discussed with sensitivity toward the potential impact of gender-affirming care.
THE BENEFITS OF DEI
A patient who has a positive experience with you and your practice will likely share that experience within their community, thus enhancing your reputation and increasing the number of patients in your practice.
I provided care for a Jehovah’s Witness patient who had a kidney tumor. Although the surgery had the potential of requiring a blood transfusion, the patient was steadfast about not receiving a transfusion regardless of the risk. The patient signed a release indemnifying the surgeon if the patient needed blood but opted out of a transfusion for religious reasons.
Fortunately, the patient did not require a transfusion; however, because of the communication within the Jehovah’s Witness community that a doctor was willing to accept patients and respect their decision not to receive blood products, the number of Jehovah’s Witness patients entering the practice increased.
The other side of the reputation-building coin is that failure to demonstrate sensitivity will negatively impact a practice. If there is a lack of respect or compassion for any patients from marginalized groups, those patients will share that negative experience with their community, and the practice’s reputation may suffer.
Empathetic doctors who are aware of health disparities that affect marginalized groups, such as the indigenous communities, take proactive steps to address them. They are knowledgeable about social determinants of health and work toward providing equitable healthcare. Consider this trial balloon: “I’m aware that Native Americans face higher rates of diabetes, hypertension, and obesity, so let’s discuss strategies and resources to help you manage your condition effectively.”
TAKE-HOME MESSAGE
Doctors can show empathy by working collaboratively with all patients, empowering them to make informed decisions about their healthcare and working as a team to achieve optimal healthcare results. These sensitive doctors advocate for their patients and support them in navigating the complicated healthcare system.
Doctors who demonstrate empathy toward their patients may establish trust, improve communication, and enhance patient experience. With this approach, the patient is likely to be more compliant and the case will have a better outcome.
By cultivating DEI sensitivity, addressing unconscious biases, empowering informed decision-making, and accommodating patients’ diverse needs, physicians can create an inclusive healthcare environment where every patient feels valued and respected.
Through small but significant changes in our approach to patient care, we can pave the way for a more equitable and compassionate healthcare system. Ultimately, by acknowledging and embracing diversity, we strengthen the foundation of healthcare and improve health outcomes for all. If doctors demonstrate empathy toward their patients, there will be no worries about AI replacing a caring physician.