|Scenario||Score and Anchor|
Strong, immediate negative reaction
Strong negative reaction anytime
Mild negative reaction/ ignoring
Mild positive reaction
Strong positive reaction anytime
Strong, immediate positive reaction
|Male (60s) with diabetes: “My last doctor said I was, ‘fat, black, and lazy’.”||-What were you doing to make her say that?|
-A lot of black men have trouble motivating themselves to take care of their health …
-I’m sure they didn’t mean that.
|-Okay, and what are your blood pressure levels?||-Fat, black, and lazy, I bet you didn’t like that.|
-That’s an odd way to talk to a patient.
-That’s not okay!
-That must have been painful.
|-I’m sorry you experienced that—it sounds awful.|
-Some doctors are just idiots.
-I just can’t believe … I mean I believe it happened, but I can’t believe a doctor said that.
|Female (20s) with depression and anxiety: “A white girl would have gotten more callbacks.”||-What did you say on the phone?|
-I’m sure it wasn’t a race thing.
-Y’know, people get so busy this time of year, they probably just didn’t have openings.
-I don’t think anyone would base acceptance on race.
|-So what kinds of symptoms are we talking about?||-You think not getting a call back was based on your race.||-It must have been hard not to get a call back!||-That sounds really frustrating. I get that you have these experiences all the time, you’re right that white girls get callbacks; I won’t deny racism with you.|
- I take this seriously and you’re safe to talk about this with me.
|Female (late 30s) with five children asking for fertility treatment||-How many kids do you have? (with judgmental inflection)|
-You could have a basketball team.
|-Have you always wanted such a huge family?|
-Great, welcome! We’ll see how we can help you!
|-That sounds like a bad experience.|
-It sounds like your provider didn’t support your values.
|-I apologize that you had to go through that … it’s not really our place to put in our opinion.||- I want to make sure we’re talking about anything we need to … that doesn’t sound right and that wouldn’t land right.|
-If I ever do that to you, we can talk about it, to make this the best experience for you.
|Male (40s) with chronic pain seeking pain medications: Bad ER experience||-We’re trained not to give pain meds to patients who present a risk for addiction.||-Why do you need these pain meds?|
-What kind of pain meds were you seeking?
|-You felt profiled by ER doctors.||-The ER doctors are not there to assume, right? They’re there to listen to you.||-That sounds really invalidating and unfair. It sounds like you were treated like a criminal because of the color of your skin.|