Culturally Inclusive Customer Experience Assessment | Healthcare Edition
HOW CULTURALLY INCLUSIVE IS YOUR CUSTOMER EXPERIENCE?
Take the 3-minute assessment to discover how well your healthcare practice is positioned to deliver culturally inclusive customer experiences.
15 questions. Instant results. 100% confidential.
Developed by Craig Shim, intercultural specialist to organisations committed to service excellence across aviation, hospitality and visitor-facing sectors.
HOW CONFIDENT ARE YOU IN THE CUSTOMER EXPERIENCE YOUR HEALTHCARE PRACTICE DELIVERS?
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Even when staff are doing exactly what they're expected to do, patients and families from different cultural backgrounds may experience it very differently.
For healthcare practices, that can create blind spots that are easy to miss.
And sometimes the issue isn't frontline capability at all. It sits in the procedures, guidance, information-sharing or management support surrounding them.
This short assessment helps you:
- Reflect on how culturally inclusive your current customer experience may be
- See where frontline practice appears strong and where greater support may be needed
- Consider whether your procedures and organisational systems support culturally informed service
- Identify areas that may warrant a closer look
I invite you to take a few minutes to examine your customer experience from both perspectives: what staff do in the moment, and the organisational conditions that help them succeed.
Craig Shim, Alphacrane Intercultural Specialists (30+ years’ experience)
WHAT YOU’LL DISCOVER IN 3 MINUTES
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01
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How Culturally Inclusive Frontline Service Appears
Reflect on how your staff build rapport in cross-cultural situations, anticipate needs, check understanding, personalise the experience and respond when things go wrong.
02
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How Well Your Organisation Supports Culturally Inclusive Service
Consider whether guidance, procedures, information-sharing and management support help staff adapt confidently in cross-cultural situations.
03
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Where Further Attention May Be Warranted
Identify strengths, cultural blind spots and potential gaps that warrant a closer look.
BUILT FROM 30+ YEARS IN HIGH-STAKES CUSTOMER ENVIRONMENTS
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Over the past 30+ years, I’ve worked closely with frontline teams across:
- International airlines
- Healthcare
- Tourism and hospitality
- Airports and visitor-facing environments
But here's what matters most:
I've seen how often strong service intentions don't translate into the same experience for every patient.
Sometimes the difference comes down to the interaction itself.
Sometimes it comes from the procedures, guidance, information-sharing or management support surrounding it.
This assessment draws on recurring cross-cultural service patterns I've observed through my work with frontline teams and organisations: what supports strong interactions, where misunderstandings occur, and what can make culturally inclusive service difficult to deliver consistently.
It's designed to help you look at both sides of the customer experience: what happens in the moment, and the organisational conditions shaping it.
Craig Shim
Intercultural Specialist to frontline teams across Australia, Asia and diverse international service environments
SEE WHAT YOUR RESULTS REVEAL
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- 15 questions
- Takes 3 minutes
- Instant results
- 100% confidential
- Completely free
A QUICK INTRODUCTION: CRAIG SHIM
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I’m the Director of Alphacrane Intercultural Specialists and an intercultural business consultant. I help senior leaders and organisations perform at their best whenever culture influences how they lead, work together, serve culturally diverse customers or engage internationally.
My clients have included global organisations such as Air New Zealand, Boeing, Nike, PepsiCo and Mastercard, as well as Australian Government agencies including Prime Minister & Cabinet and Austrade.
Drawing on more than 30 years of cross-cultural experience, I’ve developed this assessment to help healthcare leaders examine their customer experience through an intercultural lens and identify areas that may warrant a closer look.
Craig Shim, Director, Alphacrane Intercultural Specialists
