Manual of Critical Incidents

The catalogue of critical incidents is a comprehensive, practical training tool for professionals involved in healthcare provision working in multicultural settings. Based on the methods of case analysis developed by Margalit Cohen-Emerique, it helps professionals analyse the concrete critical cases and situations which come up through the work with patients from other cultural backgrounds. The critical incident methodology helps to move beyond the mere identification of the sources of the tension by facilitating the identification of concrete solutions to the problem.

Index

I) Introduction to the methodology

  • Why focus on cultural differences?
  • How to focus on cultural differences?
  • What is a culture shock?
  • How to use culture shock as a research tool?
  • Where do the incidents come from?

II) What are the sensitive zones in the health sector?

THE SENSITIVE ZONES

  • REPRESENTATIONS AND USES THE BODY
  • PREJUDICE, CULTURALISATION, DISCRIMINATION
  • DEATH, MOURNING
  • INDIVIDUALISM, COLLECTIVISM, ROLE OF THE FAMILIES
  • GENDER
  • HIERARCHY, POWER DISTANCE
  • SELF SHOCK, IDENTITY THREAT
  • RATIONALITY, WORLDVIEWS
  • CONCEPTS OF HEALTH, DISEASE AND HEALING
  • COMMUNICATION

Critical Incidents

Pagen

The incident I was treating a patient within her own home and they did not want to have any interaction with dressings or medications.  At first I was frustrated and I was unsure of how to treat this patient, when I asked why, they mentioned that they...

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Deceased child

The incident A child in the care of community nurses died (the death was expected, prepared for and managed well).  In the days following, a nurse visited the family to offer support and remove equipment. The family had prepared a room, with the child’s...

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Hospital medication

The incident My mother is Sikh, in her 80s, her main language is Punjabi and she has limited English. She was in hospital when the critical incident took place. My main issue arose when the nurses were giving morning medication to patients very early,...

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