Patient bias and discrimination towards providers

Patients and their families come with prejudices and biases that include how they view providers. Providers, in turn, must sometimes care for people whose beliefs, actions or words they may find objectionable. Discrimination against health-care providers, including refusing care from a provider and requesting another based on race, ethnicity, religion, gender, age or sexual orientation, is a complex issue for all involved, especially leadership. ‘The needs of the patient come first’ has historically meant respecting and yielding to patient requests and caring for everyone with professionalism, regardless of one’s personal opinions. Much more work is needed to effect meaningful change so that all may benefit from broad culture-changing responses, guidelines and formal anti-discrimination policy statements. Patient satisfaction and the needs of the patient have always been paramount, but providers should not have to tolerate a work environment fraught with racism, hostility, verbal abuse and threats. While the emphasis on patient-centred care remains steadfast, it is time to expand the conversation to include the importance of provider satisfaction and well-being: the ‘Quadruple Aim’.