Professionalism in Healthcare

HS275

Syllabus – Let’s Review You may contact me ANYTIME at

SSimmons@kaplan.edu 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

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!!!

Syllabus – Let’s Review

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 SSimmons@kaplan.edu 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??