Heritage Valley Medical Center has been known for it’s stellar reputation of providing excellent care to residents of the surrounding community. In recent years, it has had a changing demographic, and occupancy rates have decreased to 40%. This is due to the relocation of more affluent private-pay patients from the city to the suburbs. The center has developed alliances to increase Medicare referrals and indigent patients, with the hope of increasing additional Medicaid revenue. Although the minority population has increased from 10% to 40%, the staff demographics did not change. There is still a disproportionately low number of minorities employed by the facility, and an even lower number of minorities in management…show more content… They failed to want to work together to help the whole community. Each manager, is either bias to all indigents, or indigents not of their race. They needed to work collaboratively to meet the patients’ needs.
Both, the nurse and African American managers lacked social awareness. The nurse manager and African American manager lacked empathic accuracy. They failed to understand the patient’s thoughts, feelings, and intentions (Buchbinder and Shanks, 2012, p. 301). The nurse should have made herself fully receptive to the negative feedback from the minority patients regarding the patient satisfaction survey. She should have provided feedback on ways to prevent discrimination and worked to meet the needs of the community (Buchbinder and Shanks, 2012, p. 33).
The manager’s lack of knowledge and adherence to the National Standards on Culturally and Linguistically Appropriate Services (CLAS) is unacceptable for them being managers. The comment that “Hispanics and Asians need to learn how to speak English” was ignorant and unwarranted (Buchbinder and Shanks, 2012, p. 432). “Healthcare professionals need to be able to effectively communicate and convey information in an easily understood manner to a diverse audience” (Buchbinder and Shanks, 2012, p. 325). This was apparently not being