The Impact of cultural competence and cultural distance on healthcare quality and patient satisfaction

Somayeh Alizadeh, Meena Chavan

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review

Abstract

Healthcare sectors in many countries are challenged by the growing cultural diversity and the issues that are raised during interpersonal interactions between patients and clinicians from different cultural backgrounds. This research paper proposes a framework for effective intercultural service encounters in the healthcare context following an extensive literature review. Based on patient perspective, this framework illustrates how patient-provider cultural distance and providers' cultural competence influence quality of care and patient satisfaction in a culturally diverse service environment. The model provides a theoretical guide for the provision of equity and high-quality care for different cohorts of clients and it shows the efficacy of cross-cultural competence for enhancing patients' satisfaction in multicultural societies.
Original languageEnglish
Title of host publicationNew insights into operating across borders
Subtitle of host publicationfrom traditional to emerging markets : proceedings of the Australia and New Zealand International Business Academy 2013
EditorsRobert Jack, Lucy Taksa
Place of PublicationSydney
PublisherANZIBA
Pages1-27
Number of pages27
ISBN (Print)9780980789935
Publication statusPublished - 2013
EventAnnual Australia & New Zealand International Business Academy Conference - Sydney
Duration: 18 Apr 201320 Apr 2013

Conference

ConferenceAnnual Australia & New Zealand International Business Academy Conference
CitySydney
Period18/04/1320/04/13

Keywords

  • cultural distance
  • cultural values
  • cross-cultural management
  • cultural competence
  • healthcare quality
  • patient satisfaction

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