Transcript Professional Behavior in the Workplace

Professional Behavior
in the Workplace
Chapter 4
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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Questions to consider…
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How do professional medical assistants put
aside personal issues and devote themselves
to the patients in the office?
How can Karen meet her familial and work
obligations equally well?
What steps should Karen take to ensure that
both her family and her supervisors understand
her obligations to the other?
How can Karen exhibit professional behavior
and compassion for patients on a daily basis at
the physician’s office?
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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Meaning of Professionalism
Professionalism is exhibiting a courteous,
conscientious, and generally businesslike
manner in the workplace. It is characterized by
or conforms to the technical or ethical standards
of a certain profession.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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Why Is Professionalism Important?
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Patients expect medical personnel to be
professional.
Patients place their trust and confidence in
those they deem to be professional.
Attitudes are conservative in the medical field,
mandating professionalism.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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Characteristics of Professionalism
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Loyalty
Dependability
Courtesy
Initiative
Flexibility
Credibility
Confidentiality
Attitude
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Obstructions to Professionalism
Sometimes it is difficult to be professional.
Obstructions to professionalism include:
 Personal Problems and Baggage
 Rumors and “the Grapevine”
 Personal Phone Calls and Business
 Office Politics
 Procrastination
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Personal Problems and Baggage
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Situations medical assistants face outside of
work may be difficult to leave at home.
These situations can interfere with the ability
to perform at work.
Take a moment to discuss the situation with
supervisors.
Use discretion when talking about the issues
at hand.
Most supervisors will want to work with good
employees through difficult times
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Rumors and the “Grapevine”
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Rumors and gossip must be avoided in a
professional medical facility.
These issues cause negative employee
morale.
Rumors often become more exaggerated with
each telling.
Medical assistants must be friendly and
cordial to everyone.
Never take part in rumor-mongering or gossip
in the office.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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Personal Phone Calls and Business
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Avoid receiving personal calls at work unless
a serious emergency occurs.
This rule includes both the office phone and
personal cell phones.
Do not conduct any type of personal business
during working hours.
Use personal time to check personal email.
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Office Politics
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Office politics can be positive or negative.
Positive office politics can lead to promotions
and wage increases.
Negative office politics can lead to dissention
and low employee morale.
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Procrastination
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Procrastination is a sign of the fear of
failure.
Never put off duties that can be done
immediately.
Stop procrastination by doing something
now.
Divide projects into small segments.
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Professional Attributes
Professional attributes include:
 Teamwork
 Time Management
 Prioritizing
 Goal Setting
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Teamwork
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Possibly one of the most important attributes
to develop.
Staff members must work together for the
good of the patients.
Cooperate with co-workers.
Teamwork promotes good employee morale.
Never say, “That’s not my job.”
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Teamwork
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Time Management
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Use time efficiently.
Plan tasks that must be done.
Key to time management is prioritizing.
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Prioritizing
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Prioritizing is deciding which tasks to do first.
Make a list of tasks.
Decide what must, should, and could be done
today.
Place each task in numeric order within the
“must,” “should,” and “could” categories.
Assign letters and numbers to categorize
tasks.
Complete the tasks in order, and accomplish
more every day.
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Goal Setting
Goals should be:
 Reasonable
 Measurable
 Written down
 Monitored for progress
 Set for all areas of an individual’s life
 Celebrated when reached, even if it is a
small accomplishment
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Knowing the Facility and Its Employees
It is important to know the people who work in the
medical facility and their general job descriptions,
so that patients can be referred to the person
who knows the most about their problems.
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Documentation
When documenting medical information:
 write legibly.
 be complete.
 state facts, not opinions.
 state what was actually witnessed, not
hearsay or information from a third party.
 never use sarcastic language.
 make corrections as directed.
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Note Taking
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Always have pen and paper ready for note
taking in meetings and seminars.
Keep a small pad and pen in a pocket for
quick notes.
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Work Ethic
A person with a good work ethic:
 arrives on-time.
 is rarely absent.
 has a strong work output.
 is honest.
 is able to solve ethical problems.
 has a character that is above reproach.
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Communication
The success of any business is related to its
ability to communicate effectively.
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Communication
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Substance Abuse
Substance abuse is the repeated and excessive
use of a substance to produce pleasure and
escape reality, despite its destructive effects.
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Four Criteria That Suggest
Substance Abuse
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Continued use despite social or interpersonal
problems
Repeated use resulting in failure to fulfill
obligations at work, school, and/or home
Repeated use resulting in physically
hazardous situations
Use resulting in legal problems
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Drug Dependence
A person is dependent on a drug if it must be
used to provide a specific health benefit.
Physical dependence is not always a sign of
addiction.
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Drug Abuse
Drug abuse is the use of illegal drugs or the
misuse of prescription and over-the-counter
drugs.
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Abuse Criteria
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Tolerance for a drug
Withdrawal symptoms
Difficulty in controlling drug use
Negative consequences from drug use
Significant time or emotional energy spent
seeking drugs
Neglecting regular activities
Desire to cut down on the use of a certain
drug
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Drug Addiction
Drug addiction is the compulsive use of a
substance despite its negative and sometimes
dangerous effects.
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Symptoms of Alcohol Abuse
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Craving – a strong urge or need to drink
Loss of control – not being able to stop
drinking once it has begun
Physical dependence – withdrawal
symptoms, such as shakiness, nausea,
sweating, and anxiety occur after drinking
Tolerance – the need to increase the amount
of alcohol taken in to get the same effect
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Probing for Possible Abuse
“On any single occasion in the last 3 months,
have you had more than five drinks containing
alcohol?”
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CAGE Questionnaire
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C – Have you ever felt that you needed to cut
down on your drinking?
A – Have people annoyed you by criticizing
your drinking?
G – Have you ever felt bad or guilty about
your drinking?
E – Eye opener: Have you ever had a drink
first thing in the morning to steady your
nerves or get rid of a hangover?
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Summary of Scenario
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Medical assistants are responsible for being
team players
Arrive on time and avoid being absent from
work
Put the patients first
Do not allow personal problems to interfere
with work
Project a professional appearance
Discuss problems with supervisors before
they escalate and become out of control
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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Closing Comments
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Patients expect and deserve professional
behavior
Show compassion, caring, and consideration
to patients and visitors in the office
Earn the respect of co-workers
Become an indispensable team player in the
medical office
Trust helps to prevent medical liability cases
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