​Three keys to running a successful diverse organization are staff acceptance, patient acceptance, and understanding of cultural perceptions, according to a July 5, 2017, article in Hospitals and Health Networks Magazine, a publication of the American Hospital Association. One way to promote staff acceptance of diversity is to help workers recognize that social norms are not universal. For example, the article said, in some cultures avoiding eye contact is considered a sign of respect to authority figures or elders, whereas in the United States making eye contact can be "a meaningful and important sign of confidence, respect and social communication." The author, a registered nurse (RN) and chief executive officer of an RN staffing agency, said she has coached nurses from other countries on how to make eye contact with patients and managers. Cultural acceptance from patients, the author notes, "can be a bit trickier," but is just as important as staff acceptance. Many nurses from minority backgrounds have come to her after experiencing negative behavior from a patient, the author reports. Such behavior can even cause a nurse to leave a job, she said, and young minority nurses are particularly vulnerable in this regard. She suggests staff model cultural acceptance in front of patients to help mitigate this risk. Comprehensive training that teaches nurses from other countries about American customs, body language, cultural perceptions, and holiday observances is also a must. With such training, the author said, "cultural norms can be changed." This does not mean changing or forgetting one's culture, she said—just altering what is appropriate in different situations. Issues related to diversity are inevitable and should be addressed immediately, the author advises. Diversity among nurses will only increase. The author notes that minorities now constitute 30% of the nursing school population, and a growing number of international nurses will fill positions left by retiring nurses.

HRC Recommends: Diversity efforts often focus on ensuring that the needs of the patient and family are met. However, healthcare organizations must also support staff members in understanding relevant cultural norms and translating them into parallel social norms for effective patient interaction. For such efforts to succeed, a comprehensive policy regarding racial discrimination must be in place and staff must feel secure and supported in managing such potentially fraught interactions.