Best health outcomes for Maori - Medical Council of New Zealand

Mäori patients. In general, Mäori place great emphasis
on the spoken word, with words often viewed as links
among the past, present and future. In particular, the
proper pronunciation of names is a sign of respect, and
mispronunciation of Mäori names and words is jarring to
Mäori ears.
If you are not sure about how to pronounce a Mäori name it
is best to ask the Mäori patient before attempting it, rather
than trying to pronounce it and then asking if you got it
right. Although some cultures might appreciate the fact that
you made the attempt, mispronunciation, no matter how
well-intentioned, will still be painful to many Mäori ears. For
this reason, it is better to admit to the patient your difficulties
with Mäori names and seek their assistance first, then, with
their coaching, you can attempt their name. Doing it in this
order shows you understand the importance of names in
Mäori culture and demonstrates respect for the individual
and their heritage, as well as an interest in learning more,
something the patient will appreciate.
Like all patients, Mäori wish to learn the name and role of
the people involved in their care. Make a point of introducing
yourself and any members of your staff to your patient and
their family, rather than assuming this is ‘unnecessary’ or a
‘waste of time’. Mäori culture relies heavily on interpersonal
connections, and sharing names is obviously a necessary
first step for such a connection to be formed.
The Mäori phrase ‘kanohi kitea’ conveys the meaning of ‘a
face which is seen’, and this relates to the Mäori preference
to speak to another in person. Written submissions are
Best health outcomes for Mäori: Practice implications
not an effective method of consultation for many Mäori,
and face-to-face dialogue is much more likely to result in
effective communication. 51 If, despite this, you choose to use
written messages to convey information such as test results
or medication instructions, be aware that illiteracy rates are
disproportionately higher among Mäori; you should thus
take particular care to ensure that your patients understand
their condition and your treatment plan, rather than simply
relying on printed instructions.
Mäori traditionally value eloquence, and so you should not
expect a ‘Just the facts, please’ presentation in response
to your questions. In addition, many Mäori, in an attempt to
avoid discord, will be more ‘polite’ than ‘honest’ and often
will tell you what they think you want to hear, not what really
is the case. 15 Päkehä in general are adept at voicing dissent.
Mäori, by contrast, may express consent very strongly while,
as a form of courtesy, dissent is unspoken and will be taken
home for further thought and reflection, to be voiced at the
next meeting. 15
Also be aware that Mäori are less likely to challenge
treatment plans or ask questions than many non-Mäori are,
but their silence does not necessarily imply understanding
or agreement on their part. This, coupled with the shyness
which is common to many patients before a medical person,
makes it imperative that you fully explain what you are doing
and why; what you believe is wrong with the patient; how
you recommend treating the condition; what medications
you are prescribing and why (along with how they should
be taken); and what results (both positive and negative) you