Download Chapter 4

Professionalism in Healthcare
HS275
Syllabus – Let’s Review
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You may contact me ANYTIME at
[email protected]
AIM ID = ssimmons125
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Course Outcomes:
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Complete a professional portfolio
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Cover letter
Resume
Follow-Up Thank You letter
Sample Interview Questions/Answers
Discuss the importance of professional appearances,
communication, and understanding of employer
expectations.
Discuss the role of diversity in the medical setting
Syllabus – Let’s Review
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Flex Seminar format. This means that you may attend the seminar for the section of HS275
that you are enrolled in (which would have myself, leading the seminar), or you can choose
to attend the seminar for any of the other HS275 sections (which means another instructor
would be leading your seminar). Remember, there are ONLY 2 TOTAL SEMINARS
FOR HS275. These will take place during Unit 1 and Unit 4.
Seminars for HS275 will be offered on the following days & times:
Course Calendar in the Syllabus will tell you what activities you will be required to
participate in and complete for each unit…PLEASE REVIEW!
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Unit 1 = Introductions, Readings in Kinn text, Discussion Question, Seminar, Exercise, Quiz
Review Grading Rubric for Assignments, Seminars, and Projects in Syllabus. Please e-mail
me if you have any questions.
We’re on this journey together!!! 
Grading Criteria/Course
Evaluation
If you have extenuating circumstances that prevent you from completing course
assignments/exams by the specified deadline, please contact me at
[email protected] as soon as possible—prior to the
assignment/exam/quiz due-date unless prevented from doing so by
emergency circumstances.
Announcements
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Please read your announcements
weekly…but, also check for new
announcements each time you log into
the classroom
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Announcements will contain information on
projects
Announcements will contain hints and fun
facts
Announcements will keep you informed
Discussion Questions
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Rubric in Syllabus
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Post an initial response to the question by Saturday night at
11:59pm EST
Post at least 2 peer responses by Tuesday night at 11:59pm
Use References where appropriate with APA formatting
Responses should contribute to the quality and advancement
of the discussion
All responses must be in complete sentences
Initial responses should be approximately 100 words and
responses to fellow classmates a minimum of 50 words
This is your time to share ideas and experiences. This
is where you will make the most of your learning!
Chapter 4
Professional Behavior in the
Workplace
What does
PROFESSIONALISM mean?
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Exhibiting a courteous, conscientious, and
generally businesslike manner in the
workplace
Conforms to the technical or ethical standards
of a certain profession (i.e. professionalism
for Medical Office Managers encompasses the
standards of dealing with patients and
families)
Why is Professionalism
Important?
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Patients and families/significant others
expect medical personnel to be
professional
Patients place their trust and confidence
in those they deem to be professional
Characteristics of
Professionalism
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Loyalty
Dependability
Courtesy
Initiative
Flexibility
Credibility
Confidentiality
Attitude
Obstructions to
Professionalism
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Sometimes, it is difficult for individuals
to be professional. Obstructions to
professionalism include:
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Personal problems and baggage
Rumors and ‘the Grapevine’
Personal phone calls and business
Office politics
Procrastination
Professional Attributes
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Professional attributes include:
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Teamwork
Time management
Prioritizing
Goal setting
Documentation
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When documenting medical
information:
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Write legibly
Be complete
Stat facts, no opinions
Never use sarcastic language
Work Ethic
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A person with a good work ethic:
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Arrives on-time
Is rarely absent
Has a strong work output
Is honest
Is able to solve ethical problems
Has character that is above reproach
Communication
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The success of any business is related
to its ability to communicate effectively.
COMMUNICATE COMMUNICATE
COMMUNICATE!!!!!!!
Let’s Brainstorm…
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How can we communicate effectively???
Chapter 5
Interpersonal Skills and
Human Behavior
The Patient’s Perception
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The medical assistant’s interpersonal skills
help to set the tone of the office.
The patient’s perception of the physician’s
office and the staff members is critically
important.
Perception may not be accurate at all times,
but what the patient perceives is just as
important as what is actually happening.
First Impressions
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FIRST
IMPRESSIONS are
lasting ones!
First Impressions
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First impressions are more than physical
appearance or dress.
Opinions formed in the first few moments of
meeting last much longer in our thoughts
than the actual time we spend with a person
we have just met.
The first impression includes attitude,
compassion, and the smile!
Introductions
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Always introduce yourself to patients
Smile
Wear a name badge
Show the patient around the office
Introduce other staff members to the
patient
Put the patient at ease
Communication Paths
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VERBAL COMMUNICATION
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Depends on words and sounds
Do not interrupt a person who is speaking
Verbal Communication…
Let’s Brainstorm….
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What things are important during verbal
communication with another person?
Verbal Communication
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Speak clearly and enunciate properly
Vary the pitch of the voice
Use appropriate volume
Speak at an audible level
Make eye contact
Speak in an animated fashion
Show concern
Speak with a smile
Tone of Voice in Verbal
Communication
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The tone of voice is very important in
verbal communication.
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Never be sarcastic.
Never be rude.
Never make an inappropriate remark and
follow it by saying “I was just kidding.”
Take care not to hurt anyone’s feelings
with words or phrases.
Listen to Patients
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Allow patients to talk and express their concerns.
Do not offer personal information about your own life
and problems.
Share only positive experiences, and then, only
briefly.
Do not burden the patient with your problems at any
time!
What Prevents us from
Listening?
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Our own thoughts distract us.
Situations in our lives make it hard to listen
sometimes.
Conversation seems meaningless and unimportant.
Too many messages coming in at once.
Emotions, such as anger, render us unable to listen.
Exhaustion makes listening difficult.
We have prejudged the speaker and feel there is no
need to listen.
Nonverbal Communication
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Nonverbal communications are
messages that are conveyed without
the use of words. Transmitted by:
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Body language
Gestures
Mannerisms
Eye movement
Body Language
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Involved:
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Eye contact
Facial expression
Hand gestures
Grooming
Dress
Space
Tone of voice
Posture
Touch
Appearance
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The successful medical assistant
expresses:
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Self-esteem
Confidence
Pleasant facial expressions
Caring attitudes
What Can Touch Mean?
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Touch, in the medical profession, can be
comforting, can be offensive, or can
promote a sexual harassment lawsuit.
Avoid Claims of Battery
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Be very careful when touching a patient.
Non-consensual touching can be considered
battery in today’s litigious society.
HOWEVER, the medical assistant SHOULD
NOT be afraid to touch patients in an
APPROPRIATE manner.
Posture and Positioning
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Can signal:
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Depression
Anger
Excitement
Fear
An appeal for help
Paraphrasing
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Paraphrasing is important in allowing the
speaker to know that we have understood
what he/she is trying to say:
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Listen to what the sending is communicating
Restate the thought communicated in different
words to confirm that the receiver has understood
the message as the sender intended it
Ask Open-Ended Questions
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Can you explain what the pain feels
like?
When did you first notice these
symptoms?
What are you usually doing when you
have symptoms?
What do you think is causing the
symptoms?
Observe Carefully
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Watch for signals from patients, such as
tears, sad expressions, or volatile
temper.
Dealing with Conflict
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Conflict is the struggle resulting from
incompatible or opposing needs, drives,
wishes or external or internal demands.
Conflict can…
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Be beneficial to relationships
Be constructive
Allow people to learn about each other
Promote stronger understanding
Promote deeper levels of intimacy
DOES CONFLICT ALWAYS HAVE TO BE
RESOLVED WITH ONE COMMON
ANSWER???
Communicating with
Those from Other Cultures
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Treat them as you would wish to be
treated
Overcome language barriers
Be patient when communicating
Encourage patients to bring a translator,
if necessary
Understand the nonverbal
communications of other cultures
Questions??