1. Chapter 13 Professionalism

2. Essential quality of individuals who work in health care Difficult to define –Consists of many characteristics and behaviors Caring competence –Dedication to doing the best –Maintaining high-quality service

3. Professional Attitude Be committed to work Recognize impact on patient care Use objective approach to situations See problems as opportunities for positive action Develop and practice self-discipline

4. Question True or False: –The primary focus of health care professionals should be the welfare of their patients.

5. Answer True Main focus of health care professionals: –Well-being of patients –True even for occupations that do not involve direct patient contact

6. Question True or False: –Patients who are difficult or rude may be reacting out of fear or pain.

7. Answer True Fear and pain can cause individuals to take out feelings on others in negative ways

8. Professional Behaviors Each individual represents facility Actions influence patient satisfaction with care –Never complain to patients about work

9. Question Jaime believes his supervisor does not listen to him and deliberately makes the workplace unpleasant. Jaime should discuss this problem with _____. A.The supervisor B.His coworkers C.His friends

10. Answer A. The supervisor Employees should discuss problems with their supervisor –Even if situation involves supervisor –Other people do not have authority to solve problem

11. Question True or False: –If you are having problems at home that are worrying you, it is a good idea to share them at work so your coworkers will understand if you cannot perform at your best.

12. Answer False Although difficult, it is important to continue to do your best at work –Discussing personal problems with coworkers not a good idea

13. Professional Behaviors Examples of professional behaviors: –Be dependable –Perform all duties as assigned and needed –Be flexible –Accept differences –Treat everyone with courtesy and consideration (continued)

14. Professional Behaviors Examples of professional behaviors: –Practice good communication skills –Keep personal problems separate from work –Be well organized and plan ahead –Behave ethically and set high personal standards (continued)

15. Professional Behaviors Examples of professional behaviors: –Conduct self calmly –Serve as role model for good health –Set professional goals and strive for continual improvement

16. Professional Health Care Skills Develop in-depth understanding of work Observe and listen carefully Consult employee manual or ask questions Perform all work neatly and accurately Dedicate time to acquire new knowledge and skills

17. Question True or False: –It is not necessary to understand why you are performing a procedure as long as you can do it well and without making mistakes.

18. Answer False Health care professionals should understand theories that support what they do

19. Question True or False: –If you are asked to do something by your supervisor, you should never question whether directions are appropriate.

20. Answer False Appropriate to ask for further information Health care professionals should think about what they are doing and question directions if circumstances do not seem right

21. Professional Appearance Appearance –Outward sign of professionalism Influences patients’ opinions about care Generally conservative in health care –Extremes can undermine patient confidence

22. Professional Appearance Practice personal hygiene Use deodorant or antiperspirant daily Pay attention to dental hygiene Avoid perfumes Avoid extreme styles Consider safety of self and others

23. Question True or False: –Perfumed products can trigger asthmatic attacks.

24. Answer True Products with fragrances can trigger asthmatic attacks and allergic reactions

25. Professional Distance Maintain healthy balance in professional- patient relationship –Have caring attitude –Do not depend on friendship and approval of patients –Focus on achieving patients’ health care goals

26. Question True or False: –It is acceptable to develop a friendship with a patient if the patient seems lonely and in need of friendship.

27. Answer False Not a good idea to become friends with patients –However, caring and friendly approach is desirable

28. Handling Difficult Situations Aim for objective, although caring, response Understand own behavior and reactions Separate fact from emotion

29. Question Approaching situations objectively means: A.Having a caring attitude B.Addressing the patient’s needs before your own C.Considering the facts

30. Answer C. Considering the facts Objective approach –Consider facts Rather than respond emotionally or based on one’s opinion

31. Professional Acceptance of Criticism Criticism can help you learn Try to react gracefully Evaluate information –If appropriate, use for self-improvement

32. Professional Organizations Joining professional organization can contribute to professional development –Promote profession –Earn continuing education units (CEUs) –Network –Support health care legislation

33. Professional Organizations Consider serving on committees, volunteering, or running for office

34. Professional Leadership Leadership –Encourage people to achieve common goals Characteristics of health care leader: –High level of competence –Commitment to high-quality service –Willingness to recognize and support work of others

35. Professional Leadership Characteristics of health care leader: –Dedication to high standards –Belief in change and improvement –Serving as example and completion of tasks as needed –Ability to communicate effectively

36. Question Which of the following is an example of a leader as defined in the textbook? A.A manager who hires, schedules, and evaluates employees B.An employee who inspires his coworkers to work together C.A supervisor who has highly developed technical skills

37. Answer B. An employee who inspires his coworkers to work together Leader does not have to be in supervisory position –But person who inspires others to do their best