Cultural Competence in Pharmacy Practice

Zweber A

As our population becomes increasingly diverse, cultural competence in a pharmaceutical care practice is crucial. According to the author, in addition to understanding drug action, metabolism, and economics, pharmacists need to understand how individuals make healthcare choices, which are often influenced by a customer's heritage. Cultural background can affect a patient's definition of quality of life and drug therapy choices, and, without making generalizations, pharmacists must consider a variety of factors - including education, family structure, income levels, and personal and cultural influences - when discussing healthcare decisions. Health Perception and Treatment Choices Being aware of traditional family roles in healthcare decision making can help pharmacists recognize patterns and prevent conflicts. In some Hispanic families, for example, the grandmother or mother is responsible for healthcare decisions, whereas in some Southeast Asian cultures the oldest male makes these decisions. In many cultures, elder family members, priests, or spiritualists may be consulted for illnesses. Allowing clients to openly discuss their beliefs in a non-threatening environment will allow incorporation of their beliefs and practices into a reasonable and collaborative care plan. Traditional Medicine and Therapies In a multicultural population, pharmacists are often faced with a patient's use of home remedies, including herbs, foods, traditional healing therapies, and rituals. Fortunately, it is now common to ask patients about nonprescription and alternative medicine use. As long as the alternative treatment poses no harm to the patient, the author suggests integrating it with conventional therapy to allow the patient to maintain a measure of control while increasing their acceptance of contemporary treatment. Communication Because of the potential technical language barrier between medical professionals and lay people, the author urges pharmacists to pay attention to their use of scientific terms when speaking with patients. She cites this step as one of the first to bridge the communication gap. She also recommends learning simple phrases in the native language of non-English-speaking clients who commonly visit the pharmacy and learning their interpretation of nonverbal signs such as eye contact and personal space. Clients of different cultures may misinterpret what is common to us, and these miscues may result in frustrating or awkward encounters for both parties. Conclusion The author includes a list of 12 strategies that can improve cultural competence in pharmacy. These include examining your own cultural background, learning about the cultures you serve, and demonstrating sincere interest in your client's culture. She describes cultural competency as an evolving process, but one that can improve health outcomes, decrease frustration associated with communication failures, and ultimately improve customer satisfaction by providing accessible and friendly pharmaceutical care to multicultural clients. Am J Pharm Ed 2002;66:172-176. Return to Top