The impact of culturally responsive care

For many patients, the health system can feel complicated and impersonal - especially when language and culture create barriers to being truly understood.

When you provide care that is culturally based, it builds trust and leads to meaningful outcomes. Care grounded in dignity and autonomy shows people they matter. Living our values means showing up curious and ready to serve, one conversation at a time.

When Doña Ramonita Santana first met Dr. Carlos Valentin at ProHealth Physicians in Connecticut, she found more than a doctor. She found someone who understood her culture and spoke her language. That connection changed her health journey.

Dr. Valentin, like Doña and her daughters, is of Puerto Rican heritage and speaks Spanish. For Doña and her family, being able to communicate directly in Spanish means nothing gets lost in translation. It builds trust and ensures her needs are fully understood.

What's more: Culturally responsive care has been shown to reduce avoidable complications and lower the total cost of care. Research shows that culturally competent care reduces medical errors and unnecessary treatments, generating meaningful cost savings for patients and the system.

Health Research & Educational Trust (2013, June). Becoming a culturally competent health care organization. Chicago, IL. Health Research & Trust Accessed at www.hpoe.org.

Family-centered support

Dr. Valentin's efforts go beyond monitoring medications. He makes sure Doña has everything she needs, especially prior to traveling. Before a trip to Puerto Rico, he reassured her, "If you need to call me or write to me, do it, don't wait." With a smile, he added, "But not at 4 a.m."

When Doña shared concerns about the COVID-19 vaccine, Dr. Valentin was clear and caring in his approach to help ease her worries.

The big picture

Across Optum and UnitedHealth Group, we're expanding culturally responsive care models - including bilingual care teams, tailored care plans and training that strengthen trust and a sense of belonging in the exam room.

Culturally responsive care leads to better patient engagement and trust, according to the National Academy of Medicine. For Hispanic older adults, family plays a central role in health care. With that in mind, Dr. Valentin includes Doña's daughters in every step of her care, making sure the whole family is part of the process.

"I am deeply grateful for the opportunity to support my patients in a way that honors and respects their individual beliefs and values. Providing care that aligns with what matters most to them is essential to building trust and delivering compassionate health care. It is a privilege to serve in this capacity."

Dr. Carlos Valentin | physician, ProHealth Physicians

Dig Deeper

Watch how culturally responsive care made a difference for Doña Ramonita and her family.

^{1 The Impact of Cultural Competence on Patient Outcomes, Indiana Wesleyan University}