3. Culture Culture is beliefs, behaviors, and attitudes It is
shared by group of people It is passed from generation to
generation
4. Culture Care Diversity and Universality Nursing theory
Patients culture should be taken into consideration when treating
patient Assistant should be aware of cultural beliefs to avoid
offending patients
5. Expectations when Serving Patients Dont assume a patient
will act a certain way because of culture Treat all patients with
respect and dignity Remember that many patients are ill and that
illness has an effect on behavior If you were in a patients
situation, what would you expect from the staff?
6. Language Barriers English as second language (ESL) Foreign
language dictionaries Interpreters (family members or
professionals) Speech difficulty Patient may be able to write Ask
patient yes or no questions Medical terminology Avoid use of terms
patient doesnt understand
7. Elderly Patients Patients 65 years or older with functional
impairment, or 75 years or older Talk directly with patient family
members may intrude on conversation Be sure patient understands
instructions given; written instructions may be needed Patient is
an adult and should be treated as an adult; should be focus of
conversation
8. Children May be patients or may accompany a patient May need
special attention; try to include in conversation May need
supervision if left in lobby when accompanying adult is a
patient
9. Patients with Disabilities May require special attention
Talk directly with patient unless patient cant communicate Ask if
you can offer assistance
10. Angry Patient Myriad of reasons may cause anger Listen to
patients concerns Help patient if at all possible Speak softly to
defuse the situation Avoid conversations at front desk
11. Violent Patient Violence is a rare occurrence Never try to
handle patient alone Dont provoke patient Use 911 if necessary last
resort
12. Anxious Patient May appear nervous or restless May speak
quickly and randomly Listen to patient Convey calm and caring to
patient
13. Depressed Patient Depression is an illness Patient usually
not talkative Report concerns to physician
14. Dying or Grieving Patient Patients and family members deal
with loss in different ways Most difficult time for patients and
families; even staff members
15. Five Stages of Loss Denial Anger Bargaining Depression
Acceptance
