The situation you described is a clear example of how a lack of cultural competency can lead to a patient feeling frustrated and underserved. The physician assistant in this case failed to provide the patient with the information she needed in a way that she could understand. This is a violation of the CLAS standards, which require health care organizations to provide “effective, equitable, understandable, and respectful quality care and services that are responsive to diverse cultural health beliefs and practices, preferred languages, health literacy, and other communication needs.”

There are a number of things that the physician assistant could have done to ensure that the customer was served effectively. First, they should have asked the patient what language they spoke. If the patient had said that they spoke Creole, the physician assistant should have either found a brochure in Creole or translated the English brochure into Creole. They could also have asked the patient if they would like to speak with a translator.

In addition to providing the patient with information in their preferred language, the physician assistant should have also taken the time to explain the information to the patient in a way that they could understand. This would have involved using simple language and avoiding medical jargon. The physician assistant should also have been sensitive to the patient’s cultural beliefs and practices. For example, if the patient had religious or cultural restrictions on what they could eat or drink, the physician assistant should have taken those restrictions into account when providing information about swine flu.

By taking these steps, the physician assistant could have ensured that the customer was served effectively and that they left the facility feeling informed and confident.

Specifically, per the CLAS standards, the physician assistant should have:

• Assessed the patient’s language needs. This could have been done by asking the patient what language they spoke or by observing their nonverbal cues.
• Provided information in the patient’s preferred language. If the patient spoke Creole, the physician assistant should have either found a brochure in Creole or translated the English brochure into Creole.
• Explained the information in a way that the patient could understand. This would have involved using simple language and avoiding medical jargon.
• Been sensitive to the patient’s cultural beliefs and practices. For example, if the patient had religious or cultural restrictions on what they could eat or drink, the physician assistant should have taken those restrictions into account when providing information about swine flu.
• Acknowledged the patient’s feelings. The patient may have been feeling nervous or confused, and the physician assistant should have acknowledged those feelings.
• Offered to connect the patient with a translator or other resources. If the patient did not speak English well, the physician assistant should have offered to connect them with a translator or other resources.

By following these CLAS standards, the physician assistant could have ensured that the patient was served effectively and that they left the facility feeling informed and confident.