Managing diversity: the differing perceptions of managers, line workers, and patients.

Full Abstract

This study assesses how hospital managers, line workers, and patients understand the impact of patient and workforce diversity on the delivery of hospital care. Data come from managerial interviews and staff and patient focus groups at five voluntary hospitals in New York City. Three findings emerge from the research. Cultural competence is critical to the provision of quality care, but the perceived significance of cultural competence depends on one's role in the organization. Language remains a problem for patients and staff, although all of the hospitals have extensive translation services. Compared with management, staff and patients identify diversity to be more of a problem. Differing perceptions about the meaning of diversity must ultimately be reconciled to effectively provide care.

Author information

Author/s: Aries, Nancy R (NR);

Affiliation: School of Public Affairs, Baruch College, New York, New York, USA.

Journal and publication information

Publication Type: Comparative Study; Journal Article; Research Support, Non-U.S. Gov't; Review

Journal: Health care management review (Health Care Manage Rev), published in United States. (Language: eng)

Reference: -2004 Jul-Sep; vol 29 (issue 3) : pp 172-80

Dates: Created 2004/09/10; Completed 2004/10/21; Revised 2007/11/15;

PMID: 15357227, status: MEDLINE (last retrieval date: 2/18/2009, IMS Date: )

Sourced from the National Library of Medicine. Abstract text and other information may be subject to copyright.

External Links for this article
(including full text providers, if available):

Click Electronic Full-text Provider Links to see options for finding the electronic full text links to this article. Note there may be a subscription or fee required for access to the full text. See our FAQ for information on finding FREE full text articles.

This article may also be located in paper journal collections available in many libraries. Use the Journal and Publication Information above to find the full article.