Understanding Bias in Hospital Communication: A STUDY PROPOSAL OF OPERATOR BIAS TOWARDS HISPANIC CALLERS
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Abstract
Within the realm of healthcare, hospital switchboard operators occupy a crucial position as the initial point of contact for individuals seeking medical assistance. As the demographic landscape of the United States continues to evolve, ensuring equitable treatment and unbiased communication with callers, irrespective of their background, emerges as a pressing concern. This Literature review and proposed study would examine potential implicit biases among hospital switchboard operators, specifically focusing on their interactions with Hispanic callers. Employing the Implicit Association Test (IAT), this study would aim to uncover any subtle biases inherent in operator interactions.
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