Marketing and Empathy Psychology
Care of the LGBTQ Patient and Their Families: Policies, Procedures & Practices

By - Dr. Susan Strauss RN Ed.D.

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Whether your employer is a clinic, a hospital, home health, or long term care; whether you are an MD, RN, an occupational therapist, a receptionist, or in the C-Suite, approximately 5% – 10% of your patients may be gay, lesbian, or bisexual. Additional patients may be transgender, intersex, or questioning their gender identity or sexual orientation. The healthcare needs of GLBT patients may appear to be the same as other patients’, but institutionalized heterosexism in healthcare is a real barrier to quality care. Healthcare providers acknowledge they are serving more GLBT patients, and that they want to provide quality GLBT care, but aren’t sure how to best create and implement the policies, procedures, and practices to ensure best patient outcomes. GLBT patients face a multitude of barriers to equitable care such as: refusals of care, delayed or substandard care, mistreatment, inequitable policies and practices, end-of-life issues, and limits on visitation. The challenges begin from the beginning of the health professionals’ relationship with their GLBT patient—starting from asking them to identify if they are male or female, married or single, on their intake form.


  • To list relevant laws, regulations and standards required for health equity and patient-centered care of GLBT patients
  • To identify key policy, procedure and practice issues related to GLBT patients and their families to incorporate into already existing policies, procedures and practices
  • To discuss opportunities to collect GLBT –relevant data and information during the healthcare encounter
  • To identify or revise strategic community outreach efforts to the GLBT population
  • To name a variety of resources

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Speaker Detail

Dr. Susan Strauss RN Ed.D.

Dr. Susan Strauss is a national and international speaker, trainer and consultant. Her specialty areas include management/leadership development, organization development, communication, and harassment and bullying. She trains and consults with business, education, healthcare, law, and government organizations from both the public and private sector. She has been an adjunct professor at several universities. Dr. Strauss has authored over 30 book chapters, books, and articles in professional journals. She has been featured on 20/20, CBS Evening News, and other television and radio programs as well as interviewed for newspaper and journal articles. She is a Registered Nurse, has a master’s degree in Health Sciences and a doctorate in organizational leadership.

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