Chapter 7 Professionalism in health care By Jahangir

Overview �Professionalism is of the utmost importance �This means caring competence Helps ensure patient confidence about treatment Everyone represents their health care team �Primary goals: Consistent quality of care Customer satisfaction © 2017 Jahangir Moini

Professionalism �Developed with skill, training, judgment, and behavior to perform a job well Communicates understandable: � Knowledge � Diagnoses � Treatment options Includes: � Confidentiality � Continuity � Compassion � Honesty � Trust © 2017 Jahangir Moini

Professionalism �Hard skills Technical and operational abilities in your field � Coding, scheduling, interviewing, taking vital signs �Soft skills (people skills) What you do that enhances performance � Integrity, dependability, patience, good attitude © 2017 Jahangir Moini

Figure 7 -1: A medical assistant taking a patient’s blood pressure © 2017 Jahangir

Professionalism �Altruism: concern for patient and provider welfare Understanding beliefs, cultures, and perspectives �Remain objective rather than emotional with patients who are Upset Rude Angry Fearful In pain © 2017 Jahangir Moini

Professional behavior �Good attitude, caring competence �When patients are dissatisfied: Poor outcomes are more likely to occur �Good health care increases patient loyalty �Excellent job attendance �Being on time © 2017 Jahangir Moini

Communication �Careful observing, listening, writing, and speaking �Always required, and involves: Politeness Respect Tact

Respect for patients �Patient autonomy: Capacity to make decisions based on their own reasons and motives Also called self-determination Information allows making informed choices �Patient care must be based on individual needs © 2017 Jahangir Moini

Respect for patients �Confidentiality is crucial �Care must be sensitive to the patient’s culture

Comprehension �How we learn, process, and remember information �“Teach-back” methods Used to ensure patients comprehend communications �Always observe and listen closely �Ask questions regularly �Continually educate yourself about your job © 2017 Jahangir Moini

Professional distance �Must be kept between health care workers and patients Demonstrates professionalism �Patients are not personal friends They are people you professionally serve �Not all patients can be pleased © 2017 Jahangir Moini

Steps used in maintaining professional distance Step Explanation Addressing the adult patient Use only the last name unless given permission to use a first name Addressing the pediatric patient It is okay to use the child’s first name Friendliness Always be friendly, but avoid excessive friendliness Humor Use only if tasteful and appropriate Meeting outside the health care office Do not meet patients outside the office unless you were previously acquainted before seeing them professionally Money Avoid giving or accepting money from the patient © 2017 Jahangir Moini

Acceptance of constructive input �Take responsibility for actions at work Accept constructive input properly, to improve Attempts to counsel or advise, not insult Never be defensive about it Do not blame others © 2017 Jahangir Moini

Growth �Health care professionals must continually: Learn Improve Be educated about latest advancements �Join related professional organizations �Continuing education units (CEUs): Increase knowledge and practice © 2017 Jahangir Moini

Judgment �Critical thinking Decisions made based on analysis and evaluation �Good judgment is an

Steps used in health care problem solving Step Situational example Identifying the problem Identify what is wrong with the patient. Identifying its effects What effects are symptoms having on patient’s health? Identifying the desired outcome and objectives What is the goal of treating these symptoms? Identifying possible solutions Which treatments are likely effective? Analyzing the possible solutions What are possible results of treatment options? Implementing the best solutions How is treatment option best implemented? Evaluating the outcome Was the treatment totally, partially, or not effective? If not, what is the next option? © 2017 Jahangir Moini

Persistence �Work hard Stay determined Overcome many obstacles Focus on completing work correctly �People rely on you to be persistent �Be proud, and try to achieve excellence �Ask others for help when it is needed © 2017 Jahangir Moini

Teamwork �Cooperation and assistance between workers �Increases patient and job satisfaction Also increases likelihood of achieving goals �Health care professionals must assist each other �Avoid gossip, impatience, and rudeness © 2017 Jahangir Moini

Figure 7 -2: Two health care professionals working as a team © 2017 Jahangir

Cultural diversity �Respect for cultures is important Regardless of ethnicity �Learn about differences and similarities �Avoid any bias or stereotypes �Act as a patient advocate On behalf of a patient or the patient’s family © 2017 Jahangir Moini

Self-confidence �Self-confident professionals put others at ease Shows self-belief Others will integrate better Avoid overconfidence or excessive self-confidence �Acceptable self-confidence includes: Being calm at all times Making eye contact Smiling © 2017 Jahangir Moini

Empathy �Identifying with another’s feelings Even though you may have never had the same

Empathy �Recognize fear, anger, disappointment, grief �Imagine patient’s feelings Explain perception of the feelings Tell patient that feelings are legitimate Respect how patient deals with the feelings �Offer support and partnership © 2017 Jahangir Moini

Flexibility �Assist others in getting the job done correctly �You may need to do something you are unfamiliar with �Ask for instructions and stay positive �Flexibility improves success of your team © 2017 Jahangir Moini

Self-motivation �Your own focused motivation, to achieve your employer’s goals Ask what else can be done Where you can assist What materials you can study �Caring about the organization makes you a valuable team member © 2017 Jahangir Moini

Integrity and honesty �Integrity Following codes of laws and ethics Demonstrating honesty and trustworthiness No theft or cheating �Honesty Tell the truth Document your work time Report others who are being dishonest Admit mistakes and correct them © 2017 Jahangir Moini

Enthusiasm �Be passionate about your job Enthusiasm usually means better patient care �Show initiative Performing tasks without having to be asked Anticipate what needs to be done Complete it correctly © 2017 Jahangir Moini

Accountability �Accountability for your own actions: Part of accepting constructive input Being self-critical in order to improve Improves skills and effective working Involves policies and processes that: � Justify actions and take responsibility © 2017 Jahangir Moini

Appearance �Communicates seriousness about work �Ensures confidence and respect Conservative clothing and grooming is essential Discouraged: � Tattoos, piercings, dangling earrings � Poor hygiene � Excessive perfume � Open-toed shoes � Excessively long hair © 2017 Jahangir Moini

Figure 7 -3: A professional appearance projects competence and increases the patient’s confidence ©

Stress management �Manage stressors so that your work is unaffected �Stress is a normal part of life and work Illness and disease may occur from unmanaged stress �Good stress (eustress) leads to positive reactions �Bad stress (distress) leads to negative reactions © 2017 Jahangir Moini

Causes of stress �Excessive demands �Inability to say “no” to others �Disorderly or chaotic lifestyle �Unrealistic expectations �Being inflexible �Self-doubt �Taking constructive input or problems personally © 2017 Jahangir Moini

Causes of stress �Emergencies May be a regular part of work Life-and-death situations are

Causes of stress �Death of a spouse or family member �Divorce or separation �Marriage or reconciliation �Hospitalizations �Loss of job, retirement, job change �Significant personal success (job promotion) �Problems at work © 2017 Jahangir Moini

Causes of stress �Sexual problems �Having a baby �Children leaving or returning home �Significant

Coping with stress �Show that you care but remain objective �Learn to recognize your stress triggers �“Unlearn” lifelong behaviors �Unhandled stress = overload or burnout �More stress eventually caused by: Drinking Drugs Overeating © 2017 Jahangir Moini

Coping with stress �Simplify your life and work Use time management Avoid procrastination Say “no” Set priorities � Make lists of necessary and less necessary items Identify and reduce stressors � Devise ways to simplify or eliminate them © 2017 Jahangir Moini

Coping with stress �Divert focus away from stressors Look at stressful situations as opportunities �Ask for social support �Take time to relax and renew every day Pursue enjoyable activities Take a break from stress © 2017 Jahangir Moini

Personal health �Personal health must be good to provide quality care to others �Get adequate nutrition, exercise, and sleep �Diet must contain healthy foods to aid in: Stress reduction Proper weight Better health © 2017 Jahangir Moini

Personal health �Aerobic activities strengthen your heart: Running Cycling Swimming �Non-aerobic exercises – not

Group exercise �Exercising with a friend or group is very motivational �Work out at

Figure 7 -4: Group exercise © 2017 Jahangir Moini

Personal health �Adults usually need 8 hours of sleep per night �Factors that interfere with sleep: Caffeinated beverages in afternoon or evening Smoking – nicotine withdrawal occurs at night Drinking alcohol with dinner Foods that cause heartburn Too much food consumed at dinner © 2017 Jahangir Moini

Personal health �Physiologic needs first, then psychological needs �According to Abraham Maslow: Physical safety Emotional security Esteem and recognition The ultimate need is achieving self-actualization � Fulfillment of your own potential © 2017 Jahangir Moini

Personal hygiene �Must be excellent Patients’ first impressions are important �Be clean, well-groomed, properly dressed Clothes clean, intact, well-pressed Shoes clean, appropriate, well-polished Jewelry must be plain and simple © 2017 Jahangir Moini