In 2022, the Penn Medicine Experience team kicked off a Cultural Humility campaign to emphasize how approaching every interaction with an open mind and equal respect for different backgrounds and points of view positively contributes to our patients’ outcomes and colleagues’ work environment. During this year’s Penn Medicine Experience (PMX) Week in October, HUP social worker Taylor Hemphill, LCSW, Food Service ambassador Danine Jones, and Women’s Health nurse Jeanette Bioteau, MSN, were recognized for their work exemplifying the standard of cultural humility.
‘They know I’m here for them’
Danine Jones
Danine Jones, unit secretary, Rhoads 7, and Food Service ambassador
“When I have a new patient, I come into their room and say, ‘Hi, I’m Dee with food services. Any questions about the menu?’ In some cases, I use hand gestures to help them understand me, making a motion with my hand going to my mouth. Then I look for the reaction on their face. When there’s a language barrier, sometimes I look for a picture of a type of food on my phone to show them, or use the interpreter service if we need extra support … I find out what comfort foods they like, and try to provide them so they feel more like themselves. One man came back to the hospital for a surgery after another visit several months before. I asked him if he still liked his chocolate pudding. I remember what my patients like, I remember what they don’t like, so they know I’m here for them.”
One approach doesn’t work for everyone
Taylor Hemphill
Taylor Hemphill, LCSW, Intensive Care Nursery social worker
“One family I worked with was a same sex-couple. Our ICN team, in a very loving and endearing way, refer to all of our parents as Mommy and Daddy. But those terms don’t fit every family. I went back to their room and asked them what they wanted their baby to call them when he got older. The birthing parent said, ‘I want my baby to call me Mom.’ And the other parent said, ‘I want my baby to call me Mama.’ I made sure all my colleagues were using the correct terms to refer to the parents. As the family was leaving the hospital, the parents told me how much they appreciated being asked what they wanted to be called. I want all my patients to feel that I hear and care about them.”
‘Everyone is shaped by their own experiences’
Jeanette Bioteau, MSN
Jeanette Bioteau, MSN, Women’s Health/Maternity nurse and lactation consultant; Diversity, Equity, and Inclusion Core Council Chair
“I had a patient and her husband who were staring at my ID badge when I first came into the room … They wanted to see a different lactation consultant than me. I left my phone number, and then I walked out the door. I took a deep breath. When I told a white colleague on the floor about this, she went to talk to them. She explained that I’m a very experienced lactation consultant, and she suggested they try working with me. A few minutes later, the patient asked me to come back, and I worked with her and her family until the end of my shift. Their whole attitude changed as we talked, and I helped them overcome some feeding challenges and answered several other questions they had.
I ask open-ended questions, I try not to judge, and I remember that everyone is shaped by their own experiences. I also know my colleagues have my back and will educate patients when needed. That support comes from leadership as well – they encourage us to speak up when something isn’t right.”
Visit the PMX website to read more stories and access tools and materials to help you and your teams learn and apply cultural humility in your day-to-day practice. Note: Penn Medicine credentials are required to view this page.