By Sam Quaye, Pharmacy Technician

I got into Mental Health First Aid (MHFA) during the pandemic, a time when mental health challenges were rising sharply, and people needed someone to talk to more than ever. As a MHFA I became aware that cultural competence isn’t optional – it’s essential.

The power of listening

Most people who approach me have been thinking about it for a while. They’ll ask, “Can I have a quick chat?” That’s usually the start of something deeper. As an MHFA, I follow the ALGEE framework to guide our conversation:

• Approach the person, assess and assist with any crisis
• Listen and communicate non-judgmentally
• Give support and information
• Encourage appropriate professional help
• Encourage other supports – signposting to resources, family/friends

Real stories, real impact

One woman came to me after being repeatedly criticised by her manager, despite having completed all her training and working hard. During a review, her manager pointed out minor issues and said they didn’t like her “demeanour.” Her confidence was shattered. When I gently asked if she thought racism might be a factor in the manager’s behaviour, she said “yes” and burst into tears. She had internalised so much pain. Together, we worked through it, and I helped her find a way to have a safe, constructive conversation with her manager.

Another time, a colleague confided in me after coming out to her parents. Their reaction had been harsh, leading to ongoing arguments and deep emotional distress. She told me she had thought about how she would end her life. We talked about how she could keep safe. I couldn’t fix everything, but I could be there and connect her to the right support.

Why cultural competence matters

Racism, identity struggles, and cultural misunderstandings can all deeply affect mental health. We need to be aware of our own biases and take the time to understand others’ backgrounds, so we can communicate more authentically and effectively with them.

Cultural competence is about respecting and appreciating the cultural contexts of other people’s lives. and means being curious, not cautious. It’s about asking questions, not making assumptions. It’s about being kind and open, even when we’re afraid of saying the wrong thing. It’s about expanding our understanding, reading widely, stepping out of our comfort zone and learning from others.

At one hospital where I worked there was a full-day cultural intelligence programme. One of the key takeaways from it is that everyone has cultural biases. The goal isn’t to erase them, it’s to become aware of them and adapt. When we do that, we create safer, more inclusive environments where people feel seen and supported.

Start with yourself

If you’re a Mental Health First Aider - or just someone who wants to support others - start with yourself. Learn about different cultures. Reflect on your own assumptions. And remember that you don’t have to have all the answers. You just need to be present, listen, and help people find the support they need. Because in the end, mental health first aid isn’t just about crisis response. It’s about compassion, connection, and humility.

Training on cultural competence in England, Scotland and Wales

RPS guide to microaggressions

Read this article in the PJ about improving cultural competence in pharmacy practice