Page 37 - ASCO Cultural Competency Toolkit

by persons of any age or size or having any particular physical, sensory, mental health or intellectual ability or disability, and means, in relation to electronic systems, any electronics-based process of creating products, services or systems so that they may be used by any person.”
Universal design utilizes seven principles:
Principle 1: Equitable Use
Principle 2: Flexibility in Use
Principle 3: Simple and Intuitive Use
Principle 4: Perceptible Information
Principle 5: Tolerance for Error
Principle 6: Low Physical Effort
Principle 7: Size and Space for Approach and Use, to guide the design of environments, communications, and products.
Universal design, also known as inclusive design, aims to design the infrastructure of a built environment so that it is accessible to all regardless of age, ability, etc. (Center for Excellence in Universal Design). Healthcare facilities should not only provide a physical environment that is usable and accessible by all, but they should also cultivate an environment of inclusion and belonging. Clinicians need to provide clinical spaces that are welcoming to patients. Patients will not want to stay in or return to an environment when they feel like they do not belong or are not welcome.
There are several ways to concretely demonstrate that you want to provide care to all types of patients. These include having inclusive intake forms that include gender identity, pronouns, and the name that patients would like to be called. Healthcare facilities should have representation of the populations they serve. Pictures, posters, brochures, and flyers should reflect the community the facility serves. The optical department should provide frame selections in sizes and styles that are suitable for the patient population in terms of facial anatomy and optical needs. Patient education resources should be provided in various languages, including languages that are used in the community served.
Communication Models and Negotiation of Care
Communication models in health care usually fall into practitioner-centered and patient-centered categories. Practitioner-centered communication model focuses on the facts of the patient encounter and does not allow space for the patient’s feelings or concerns. This may lead to reduced patient outcomes as a study by Markoz KM found that almost half of patients who report difficulties with their medical treatment complain about communication issues. (Mazor KM, 2012). Patient-centered communication, or PCC, attempts to center the patient’s values, feelings, and perception of health in the patient encounter. This is characterized by moments of collaboration, inclusion, and empowerment for the patient and, if needed, the patient's family (Griewatz J,2016). This patient- centered approach aligns with providing culturally responsive care.
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