Paper instructions:
Analyze Scenario 3, using the Scenario Analysis template to the extent that you find it useful.
Analyze Scenario 4, again using the Scenario Analysis template as you see fit.
Come to specific conclusions about how to improve cross-cultural communication.
Part 1: Provide your written analysis of each situation in paragraph form, addressing the following questions in each case:
What diversity, cultural competency, health literacy, and limited English proficiency (LED) communications did you identify?
What were your first impressions of the effectiveness of the communication?
Identify and discuss two important issues or barriers that may affect patient safety (quality of care), positive or negative.
Considering cultural communications obstacles, how effective was inter-cultural communications?
Part 2: Prepare to take a seat in the top management meeting at Lake City Hospital. In a page or less, write a summary report on the key issues you believe must be
addressed to improve communication at the hospital. Include the following in your report:
A brief assessment of the risks the hospital currently runs as a result of cross-cultural communications issues.
A summary of the kinds of problems and barriers to be overcome, explaining the dynamics of each type, and referencing specific examples from incidents the top
management group has heard about. This may include scenarios from Unit 5, Unit 6, or both.
A brief explanation of the actions you believe should be taken at Lake City Hospital to address the issue.
Your assignment submission consists of the following:
Part 1: Analysis of two scenarios.
Part 2: Summary report on key issues in improving cross-cultural communication at Lake City Hospital.
Review the Cultural Competency and Communication Interactive Analysis Scoring Guide to see how you will be graded on this assignment.
Submit your Cultural Competency and Communication Interactive Analysis paper in the assignment area by the end of the week.
BUS4128 Cultural Competence in Health Care
Scenario 4 – Melinda and Alonso
Background
Alonso, a 10-year-old Hispanic male, was brought to Lake City Hospital Emergency Department
after high fever and vomiting. The English speaking emergency room doctor is unable to
communicate with Alonso’s Spanish-speaking mother, Melinda. The doctor misdiagnosed
Alonso with having the flu and discharged him after Melinda signed written instructions that she
could not read nor understand.
The next day, Melinda returned with Alonso to the ER, reporting that he has severe abdominal
pain in the lower right side.
Scenario
Alonso’s appendix had burst, leaking bacteria into the intestines. The ER doctor immediately
provides water and intravenous antibiotics. Melinda is confused. She cannot read English, and
understands a limited amount of spoken English. She does not know what an appendix is, and
does not understand how the first hospital visit might be connected with the second visit.
Melinda has no hospitalization insurance. The hospital doctor again discharges Alonso.
Melinda signs discharge instructions that she cannot understand, as she does not fully
understand her son’s diagnosis.
In less than 24 hours, Melinda returns to the hospital with Alonso. On this trip, it is determined
that Alonso’s problem is connected with prescription dosages.
BUS4128 Cultural Competence in Health Care
Scenario 3 – “Tattoo Dad”
Background
A two-year-old year baby has been brought in the emergency room at 11 p.m. with difficulty
breathing. The father is 18 years old, with tattoos visible on his neck and arms. The mother is
17, and wears a significant amount of jewelry and trendy clothing. Both are African American.
According to the mother, the baby has a history of problems with asthma. The father is vocal,
and appears frustrated waiting to be admitted to the ER service.
Scenario
The ER admitting clerk, a middle-aged African American woman, is relatively new at her job.
She calls the couple up to the desk. They sit down and begin answering questions. The father
asks repeatedly why he has had to wait so long to see a doctor, complaining that no one is
paying attention to their sick son. As the mother completes the intake questionnaire, the father
begins talking to himself and pacing around the admitting desk.
Whenever the admitting clerk asks a question, the mother looks to the father of the baby,
apparently waiting for him to respond. As the questionnaire is completed, the admitting clerk
discovers that the mother and father are not married. The father repeatedly tells the mother that
he will take care of everything. It is clear that he is becoming more agitated. The baby begins
crying.
Others in the waiting room are looking at them, and the clerk seems to be nervous about the
father’s s behavior. Finally, the father raises his voice. He tells the admitting clerk that he is
done answering questions and demands to see a doctor to take care of his son. The admitting
clerk calls security.
A more experienced admitting clerk nearby who has been watching this scenario decides to
walk over and offer to help. The less experienced admitting clerk refuses her help, telling her
that she has called security. She asks the father and mother to return to the waiting area. The
father is angry. The senior clerk is concerned that the baby has been waiting to be examined.
She calls the social worker for the ER, and both the social worker and security employee arrive
at the same time.
The seasoned clerk brings the family and the social worker to another admitting area and
assists in getting the information from the mother while the social worker talks with the father
whom she has referred to as “tattoo dad.” As she speaks with him, she assesses his behavior.
She realizes that his language is garbled and his thoughts do not seem coherent. He refers
several times to “needing medications.” At first she suspected illegal drugs; however, after
further assessment, she concludes that he needs his prescription medications for an anxiety
condition. She determines that he is on Medical Assistance, and that he does not have the
money to obtain his medications. She immediately places some calls and is able to get him into
the ambulatory clinic to be evaluated and secure his medications.
The baby is taken care of and the social worker is able to assist the couple with other resources
when they depart.
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