Cultural conflict and microaggressions in a professional caregiving relationship: Richview Community Cares Services
Cara Mele, Gloria Nagy, Anne Brown
Abstract
Cross-cultural and racial differences between care provider and care receiver have presented challenges for Personal Support Workers (PSWs) not just in North America, but significantly in Australia and other parts of the world (Racism, Discrimination and Migrant Workers in Canada: Evidence from the Literature, n.d.). PSW’s may encounter racism, microaggressions, and general misunderstandings that impact their mental wellness and overall job satisfaction, with the possibility of burnout and turnover in the workforce."Ninety-seven percent (97%) of Richview Community Cares Service's personal support workers are immigrants from different ethnic backgrounds, predominantly African and Caribbean (Mudie, L., Richview 2025). That being said, the clientele that occupies the majority of Richview are predominantly white, Anglo-Saxon (Mudie, L., Richview 2025). The purpose of this research study is to gain a deeper comprehension of the implications that microaggressions, as well as cultural and racial differences, have on the relationship between clients and Personal Support Workers at Richview Community Care Services in Toronto, Canada. This research study additionally aims to enhance the educational experience of Humber College's Community Development students.
Introduction
Richview Community Care Services Corporation (RCCSC) is a supportive housing project for frail older adults and is a non-profit, charitable, community agency. What makes this organization so unique, is that their Funding is received from Ontario ministry of health therefore, Richview is client centred and not focused on economic gain, they are dedicated to client care and their mission (Mudie, L., Richview 2025). A range of home support services are offered to tenants living in the Richview Residence complex and surrounding community who meet the eligibility requirements (Richview Community Care Services, a Non-Profit, Charitable, Community Agency in Toronto., n.d.).
What the Humber Capstone Group intended to study throughout the year, in collaboration with Richview Community Care Services, is to further understand the impact that cultural and racial differences have on PSWs and their relationships with clients, and if there are impacts, what these differences may look like. Richview's motivation for working on this capstone project with the Humber students, was to gather additional feedback from their personal support workers, assess their staffs satisfaction with their work environment, as well as have Humbers Community Development students assist in identifying and examining personal feedback and anything that requires more attention in respect to the research topic. Lisa Mudie, executive director, emphasizes that Richview’s goal is to always improve employee and client relations as this is the foundation to maintaining a healthy, successful work dynamic. The research findings from the capstone study demonstrated interesting and unexpected results in comparison to data that was collected from previous studies completed. Based on the literature and articles that were carefully analyzed from other studies in the annotated bibliography, it was apparent that racial discrimination and microaggressions were very prevalent within other organizations and long term care facilities in reference to personal support workers and their clients (Olasunkanmi-Alimi et al., n.d.).
The data from the Humber capstone study, displays that racial discrimination and cultural differences did not play a key role in impacting the client and caregiver relationship, which further indicates that more research needs to be conducted. As a result of this data, it would be useful to research further how the cultural environment, policies and procedures of Richview Community Care Services seem to have positively impacted these working relationships, potentially making Richview a more equitable, safe and enjoyable work environment for both the client and personal support worker. It is also important to note that the data collected from the capstone study did not represent the majority of the intended population, and the language used in the survey questions may have unintentionally influenced the participants' answers by them not feeling open enough to share. It would be beneficial to further understand how the different policies and procedures between existing organizations impact the dynamic of the relationship between the client and personal support worker. This valuable information could then be utilized to strengthen policies, ethics and procedures in the healthcare system and field of personal support care.
Research Methods
25 Personal Support Workers from Richview Community Care services were the intended sample for the study. Eligibility requirements specified that participants be: Richview Community Care Services PSWs. An online survey was developed and was then administered by utilizing the Google Forms/surveys platform. The survey included 17 questions total, with 5 short answer questions and 12 multiple choice, 2 of which were consent and an invitation to participate in a focus group.
Results
11 participants responded to the survey, which represents only 26% of the population of interest. The results revealed unexpected findings when compared to previous studies conducted on this subject area. This indicated the necessity for greater examination and research. As a consequence of the current study, an interest in learning more about what appears to be valuable in terms of client and staff interactions at Richview Community Care Services has emerged. It has also been understood that the study could have benefited more by modifying and using alternate terminology for the questions as well as short answers.
Discussions and Conclusions
- This data suggests that the survey experience is highly impacted by emotional responses
- The research team was somewhat surprised when the data was examined, given that almost all of the PSW's initially indicated that they did not encounter cultural conflict or discrimination with their clients
- Lisa Mudie, the executive director, stated that the PSWs at Richview Community Care Services have a strong connection with their clients and that the majority of them have worked with the same clients for over a decade
- With this vital information, the researchers gained a more thorough comprehension as to potentially why the PSWs indicated in the survey that they do not encounter discrimination based on race or ethicity from their clients
- Richview's model of care highlights the significance of stable relationships
- The differences in employment and care delivery models can account for the uniqueness observed in Richview's approach compared to traditional home care literature
- Traditional models often rely on hourly wages, leading to high turnover rates and inconsistent care. The PSWs at Richview manage a consistent caseload, allowing them to build long-term relationships with clients
- Even if cultural conflict arises over time, it appears based on the survey that PSWs have developed different techniques to cope and manage with cultural conflict through mutual respect between the client and caregiver
Acknowledgements
Without the participation of Richview Community Care Services' Personal Support Workers, this study would not have been possible. The research team was warmly received for a tour of the agency, and the employees deserve acknowledgement for their unwavering dedication in making this non-profit as successful as it is. Lisa Mudie, Richview’s executive director, was the research team's Capstone Supervisor. Lisa provides a safe space for the staff and clients to share about their experiences and what they may be struggling with. Linda Hill and Christine Mckenzie were the professors for the capstone project, their frequent feedback and guidance encouraged the students to participate more thoroughly in order to learn and gain a deeper understanding while conducting a collaborative research project.