HXD 2019

A Framework for Designing Culturally Competent Care

In an era of expanding ethnic diversity, how can health care systems design culturally competent care and why does it matter? The American Hospital Association defines a culturally competent health care system as one that “acknowledges the importance of culture, incorporates the assessment of cross-cultural relations, recognizes the potential impact of cultural differences, expands cultural knowledge, and adapts services to meet culturally unique needs. Ultimately, cultural competency is recognized as an essential means of reducing racial and ethnic disparities in health care.” Over the last several years, Atrium Health has undertaken several projects to improve care delivery with respect to patient culture, health disparities, and consumer choice in our community. From co-developing a new urgent care model with and for the Hispanic community, to social innovation hackathons in the Charlotte “crescent,” to a marketing campaign encouraging colorectal screenings, we’ve learned a few things about community engagement. In an attempt to preserve and codify our learnings for future project leaders engaging in similar work, I analyzed the impact of that work and distilled six guiding principles as a framework for designing culturally competent care. Through patient stories, research insights, and case studies, I’ll share practical principles and tactics that healthcare innovators and designers can employ when serving individuals with diverse cultural backgrounds.