When people ask me what makes a difference in building trust with families, I don’t start by talking about paperwork or protocols. I talk about people—about how we speak to them, listen to them, and most importantly, how we understand where they’re coming from. That’s where cultural sensitivity comes in.
In my work, helping families navigate care options and placements, communication is everything. But good communication isn’t just about speaking clearly—it’s about connecting. And you can’t truly connect if you don’t take the time to understand someone’s background, values, or experiences.
Growing Up in the Philippines Taught Me a Lot
I was born and raised in the Philippines. In our culture, family is everything. We care for our elders at home for as long as we can. Respect is shown in how you speak, how you serve food, how you listen. That upbringing shaped me—and it continues to shape the way I work with families here in Las Vegas.
Not every family I meet shares my culture, but many share similar values. Some families want to keep things private. Others want to be heavily involved in every care decision. Some are cautious because they’ve had bad experiences before or don’t fully understand how the healthcare system works here. I try to meet them where they are—with respect, patience, and openness.
One Size Doesn’t Fit All
When it comes to healthcare communication, there’s no such thing as “one size fits all.” A phrase or tone that works for one person might come across as rude or confusing to someone else. I’ve seen how easily misunderstandings can happen when we assume everyone views things the same way.
For example, I once worked with a family who spoke limited English. The daughter did most of the translating for her mother, who was very quiet during our first conversation. I could tell she was unsure—maybe even uncomfortable. So instead of rushing the process, I slowed down. I asked more questions, repeated information in simpler terms, and checked in with the daughter to make sure her mom was okay with everything.
By the end of our meeting, her mother smiled, nodded, and said “thank you” in English. That moment may have seemed small, but it meant a lot. It meant she felt seen, heard, and respected—and that opened the door to a trusting relationship.
Listening Is a Form of Respect
Being culturally sensitive doesn’t mean you have to know every tradition or speak every language. It means being curious, not assuming, and being willing to listen without judgment.
I ask questions like:
- “What’s most important to your family in making this decision?”
- “Are there any traditions or routines your loved one is used to?”
- “Is there anything I should know to better support you?”
These questions invite people to share their values. And they help me do my job better—because when I understand the “why” behind someone’s choices, I can help find the best fit for their loved one.
Representation and Trust
Let’s be honest—there are communities that have experienced deep mistrust in the healthcare system. Whether due to language barriers, discrimination, or a lack of representation, that mistrust doesn’t disappear overnight. It takes consistent, respectful effort to earn back that trust.
I’ve had people tell me, “You understand us.” Sometimes it’s because of my cultural background, but more often it’s because I took the time to listen without interrupting and communicate with care. That’s something anyone can do—no matter their background—if they make the effort.
Little Things Go a Long Way
Sometimes, cultural sensitivity shows up in the smallest details:
- Remembering to pronounce someone’s name correctly.
- Respecting dietary restrictions based on faith or culture.
- Understanding that a “yes” might actually mean “no” in certain cultures where saying “no” feels disrespectful.
These little things may not seem like much, but they send a powerful message: “I see you, and I respect you.”
In my own outreach efforts, even something as simple as offering culturally familiar food when visiting facilities can create a stronger connection. It’s not about trying to impress—it’s about creating comfort.
A Better Experience for Everyone
When we communicate with cultural sensitivity, we reduce stress, confusion, and conflict—for everyone involved. Families feel more comfortable asking questions. Care providers get better information to work with. And patients are more likely to receive care that honors their identity and values.
It also leads to fewer misunderstandings, fewer mismatches in placements, and a more collaborative atmosphere overall. In a field where emotions run high, that kind of communication can be a game-changer.
Final Thoughts
Cultural sensitivity isn’t just a “nice to have”—it’s a must in today’s diverse communities. We all come from different backgrounds, and that should be embraced, not ignored.
For me, it’s about showing up with heart. It’s about recognizing that no two families are the same, and no two conversations should be, either. Whether I’m working with someone from my own culture or one completely new to me, my goal is always the same: to make them feel safe, respected, and understood.
Because at the end of the day, the way we communicate says everything about how much we care.