Cultural Competence in the Healthcare Workplace


Cultural sensitivity and awareness in the healthcare workplace has increased dramatically in relevance and importance, given the diverse populations of patients, medical staffs, ancillary staff, hospital employees and governing boards.

Enhancing culturally sensitive communication among patients, staff and employees can bridge the gap in meeting the statutory duty of hospitals and medical staffs to deliver quality patient care — and the need to prevent and effectively resolve unlawful workplace conduct, such as harassment, discrimination and retaliation.

Our 3-person presentation team focuses on potential conflicts in the healthcare context arising from ethnic heritage, nationality, family origin, age, religion, sexual orientation, gender identity, disability, or disparity of socio-economic status. These conflicts need to be managed by education, policies and procedures, periodic reviews and corrective actions.

Using our “Theater of the Living Hypotheticals” format, professional actors/facilitators bring issues to life with performances of powerful, realistic scenarios depicting culturally conflicted situations followed by interactive discussion.


1-2 hours (at client discretion)


PRESENTERS (3-person presentation team includes one of the Nossaman LLP attorneys below)

Carlo Coppo is a healthcare attorney and trial lawyer with 53 years of practice and expertise in the areas of healthcare litigation, the defense of lawsuits initiated by disciplined physicians against hospitals, hospital boards, medical executive committees, and members of peer review committees, representation of physicians and healthcare professionals before California licensing boards, and extensive experience as a Hearing Officer and advisor to governing boards in medical staff peer review judicial review proceedings.

David Balfour is a healthcare attorney whose primary area of practice is in defending physicians and other healthcare licensees in investigations and prosecutions by licensing boards. He also represents medical staffs and physicians engaged in the peer review process.

Kit Goldman and Memo Mendez of WTN are nationally acclaimed trainers, facilitators and experts on human and legal issues in the workplace, as well as professional actors. Their unique “edutainment” methodology harnesses the power of entertainment to educate on dozens of workplace topics, achieving unsurpassed levels of engagement and retention. They have appeared frequently as workplace experts in the media. Currently, Goldman and Mendez are collaborating with leading CA health care attorneys on programs for physicians and medical staff services on Cultural Competence, Physician Well Being, Addiction, Disruptive Behavior, Intervention and Peer Review.


• Identify and illustrate issues associated with cultural sensitivity and cultural competence
• Demonstrate the value of cultural competence to workplace quality, patient care and legal compliance
• Illustrate and deconstruct the impact of culturally insensitive interactions through powerful, interactive “Living Hypotheticals” performed by professional actors/facilitators
• Educate re: effective strategies and methods and provide tools for engendering cultural competence in the organization
• Create the context for the positive impact of the culturally competent healthcare team on the delivery of quality patient care.


SAMPLE CONTENT (may include but NOT limited to)

• Legal overview / unlawful conduct relating to protected classes
• Examples / definitions / case studies
• How increased diversity changes the business of health care
• Impact and consequences of cultural insensitivity
• Emotional intelligence
• Stereotyping
• Understanding beliefs, needs and values
• Culturally and linguistically appropriate patient care
• Cultural conflict among staff
• Language services
• Assessing patient needs / informed consent
• SLAPP (strategic lawsuits against public participation)
• Community resources to support cultural competency
• National CLAS (Culturally and Linguistically Appropriate Services) standards, mandates, guidelines and recommendations
• Overcoming barriers to diverse leadership
• Embracing American identity amid diversity
• Racial disparities in health care