Training Purpose

Faith Medical Services serves people with different backgrounds, beliefs, abilities, languages, experiences, and preferences. The goal of this training is to help staff provide respectful, individualized services without assumptions, discrimination, or unnecessary barriers.

1. Cultural Awareness

Culture can influence how a person communicates, makes decisions, views health and disability, relates to family, practices faith, eats, celebrates holidays, receives personal care, and responds to services. Cultural competency begins with recognizing that each person is an individual.

• Key practice: Ask respectfully. Listen carefully. Do not assume.

2. Respectful Communication

• Use the person’s preferred name and respectful form of address.
• Speak directly to the person served whenever possible, even when a family member or representative is present.
• Use plain, respectful language and allow enough time for the person to respond.
• Do not make jokes, negative comments, or stereotypes about a person’s background, accent, beliefs, disability, age, or other personal characteristics.

3. Language & Communication Differences

Identify the person’s preferred language and communication needs. A person may need a bilingual staff member, interpreter/translation support, visual cues, simplified instructions, additional time, or another communication accommodation.

If you cannot communicate effectively with a client, notify your supervisor/office. Do not pretend the client understands.

4. Spiritual & Cultural Preferences

Respect reasonable preferences involving faith, prayer, holidays, food, clothing, modesty, gender preferences for personal care, family involvement, and cultural practices when they are relevant to services. Follow the individual’s service plan and notify the office when an accommodation is requested or needed.

5. Disability & Accessibility

Disability does not define the whole person. Provide assistance based on the individual’s assessed needs and preferences. Do not assume what a person can or cannot do. Identify and report barriers involving communication, mobility, information, equipment, technology, or access to services.

6. Avoiding Assumptions

• Instead of assuming:
• “They probably want…” → Ask: “What do you prefer?”
• “Their family always decides.” → Confirm who the person wants involved and follow the authorized decision-making arrangement.
• “They understand me.” → Check understanding respectfully.
• “Everyone from that culture believes the same thing.” → Treat the person as an individual.

7. Individualized Service

Person-centered care means services should reflect the individual’s assessed needs, choices, goals, communication style, routines, and preferences within the person’s plan of care/service plan and applicable safety requirements.

Staff should report new cultural, language, communication, accessibility, or accommodation needs to the appropriate supervisor so the service plan or supports can be reviewed.

Quick Scenarios

Scenario 1: A client speaks limited English and keeps saying “yes,” but appears confused.

Best response: Do not assume understanding. Slow down, confirm understanding, and contact the office for appropriate language/communication support.

Scenario 2: A client asks not to schedule a routine visit during an important religious observance.

Best response: Respect the request when reasonably possible and notify scheduling so an appropriate accommodation can be considered.

Scenario 3: A staff member assumes a client with a disability cannot participate in choosing how care is provided.

Best response: Include the client to the greatest extent possible and ask about preferences rather than making assumptions.

When to Notify the Office

• A client requests an accommodation you cannot provide.
• There is a language or communication barrier affecting safe/effective service.
• A client reports feeling disrespected, discriminated against, or excluded.
• A cultural/spiritual preference conflicts with the current schedule or service plan.
• An accessibility barrier interferes with the person’s ability to receive services.