Transcript Chapter 4
Professionalism in Healthcare HS275 Syllabus – Let’s Review You may contact me ANYTIME at [email protected] AIM ID = ssimmons125 Course Outcomes: Complete a professional portfolio 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 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! 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 Please read your announcements weekly…but, also check for new announcements each time you log into the classroom Announcements will contain information on projects Announcements will contain hints and fun facts Announcements will keep you informed Discussion Questions Rubric in Syllabus 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? 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? 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 Loyalty Dependability Courtesy Initiative Flexibility Credibility Confidentiality Attitude Obstructions to Professionalism Sometimes, it is difficult for individuals to be professional. Obstructions to professionalism include: Personal problems and baggage Rumors and ‘the Grapevine’ Personal phone calls and business Office politics Procrastination Professional Attributes Professional attributes include: Teamwork Time management Prioritizing Goal setting Documentation When documenting medical information: Write legibly Be complete Stat facts, no opinions Never use sarcastic language 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 character that is above reproach Communication The success of any business is related to its ability to communicate effectively. COMMUNICATE COMMUNICATE COMMUNICATE!!!!!!! Let’s Brainstorm… How can we communicate effectively??? Chapter 5 Interpersonal Skills and Human Behavior The Patient’s Perception 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 FIRST IMPRESSIONS are lasting ones! First Impressions 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 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 VERBAL COMMUNICATION Depends on words and sounds Do not interrupt a person who is speaking Verbal Communication… Let’s Brainstorm…. What things are important during verbal communication with another person? Verbal Communication 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 The tone of voice is very important in verbal communication. 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 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? 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 Nonverbal communications are messages that are conveyed without the use of words. Transmitted by: Body language Gestures Mannerisms Eye movement Body Language Involved: Eye contact Facial expression Hand gestures Grooming Dress Space Tone of voice Posture Touch Appearance The successful medical assistant expresses: Self-esteem Confidence Pleasant facial expressions Caring attitudes What Can Touch Mean? Touch, in the medical profession, can be comforting, can be offensive, or can promote a sexual harassment lawsuit. Avoid Claims of Battery 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 Can signal: Depression Anger Excitement Fear An appeal for help Paraphrasing Paraphrasing is important in allowing the speaker to know that we have understood what he/she is trying to say: 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 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 Watch for signals from patients, such as tears, sad expressions, or volatile temper. Dealing with Conflict Conflict is the struggle resulting from incompatible or opposing needs, drives, wishes or external or internal demands. Conflict can… 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 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??