The client-oriented model of cultural competence in healthcare organizations

ABSTRACT

The paper aims to propose a new model of cultural competence in health organizations based on the paradigm of client orientation. Starting from a literature review, this study takes inspiration from dimensions that characterize the cultural competence of health organizations, and re-articulates them in more detail by applying a client orientation view. The resulting framework is articulated into six dimensions (formal references; procedures and practices; cultural competences of human resources; cultural orientation toward client; partnership with community; and self-assessment) that define the ability of a health organization to achieve its mission, acknowledging, understanding, and valorizing cultural differences of internal clients (staff) and external clients (consumers). This study makes an effort to address the paucity of studies linking approaches to managing cultural diversity in health organizations with cultural competence within the framework of client orientation.

KEYWORDS:

• Cultural competence
• health organizations
• client-oriented model

Disclosure statement

No potential conflict of interest was reported by the authors.

Notes on contributors

Giovanni Di Stefano, PhD, is Assistant Professor of Work and Organizational Psychology at the University of Palermo, Italy. His research interests include the impact of organizational culture on human resource management practices, with particular emphasis on managing deviance and diversities, the organizational well-being, and the attachment to the workplace.

Eleonora Cataldo, psychologist,is an independent consultant and researcher based in Palermo, Italy. Specialist in personnel selection, her research interests include the effectiveness of diversity management strategies.

Chiara Laghetti, psychologist,is an independent consultant and researcher based in Palermo, Italy. Her work and research interests include the multicultural diversity management practices.

ORCID

Giovanni Di Stefano http://orcid.org/0000-0001-7276-549X