1. PERSONAL QUALITIES OF A HEALTH CARE WORKER
HT DEMONSTRATE PERSONAL & PROFESSIONAL APPEARANCE AND CHARACTERISTICS
A. Personal appearance
1. Good Health
a. Diet – follow Food Guide Pyramid

2. For those of you who watch what you eat, here’s the final word on nutrition and health
It’s a relief to know the truth after all those conflicting medical studies

3. 1. The Japanese eat very little fat and suffer fewer heart attacks than Americans

4. 2. The Mexicans eat a lot of fat and suffer fewer heart attacks than Americans

5. 3. The Chinese drink very little red wine and suffer fewer heart attacks than Americans.

6. 4. The Italians drink excessive amounts of red wine and suffer fewer heart attacks than Americans.

7. 5. The Germans drink a lot of beers and eat lots of sausages and fats and suffer fewer heart attacks than Americans

8. CONCLUSION EAT AND DRINK WHAT YOU LIKE.
SPEAKING ENGLISH IS APPARENTLY WHAT KILLS YOU.

9. B. Rest
improves mental alertness & ability to deal with stress

10. Exercise –maintains circulation & improves muscle tone
Good posture – helps prevent fatigue, puts less stress on muscles
e. Avoid use of tobacco, alcohol, and drugs – can seriously affect good health (most facilities are smoke free)

11. PROGRESSION TO DRUG DEPENDENCY
STAGES OF PROGRESSION FOR EXAMPLE…..STAGE 1 Experimentation “I’ll just try it. ”A person is tempted to experiment with a drug. (S)he tries the drug. A teen is with friends. The friends are drinking beer. They are having fun. The teen does not want to feel left out. They decide to drink just this once to see what it is

12. STAGE 2 Desired effect
“I like the feeling” A person enjoys the feeling (s)he gets from trying the drug. They continue to use the drug. The teen drinks the beer. They feel cool” and relaxed. The friends comment on how great it is that they are drinking with them. The teen feels like they fit in. The next time the teen is with these friends, they drink.

13. STAGE 3 Tolerance
“I need more of the drug to feel good. ”A person develops a tolerance to the drug. The drug may no longer have the same pleasurable effects. The person may suffer from withdrawal symptoms when they stop using the drug. The teen has been drinking with friends several times. They need several beers to feel any effect and are able to drink large amounts at one tome. They are proud of winning drinking games. They have a headache, throw up, and have body tremors the morning after drinking.

14. STAGE 4 Denial
“I don’t have a drug problem” Person is in denial. They do not admit that drug use is causing problems. They claim that they can stop using the drug any time. The teen doesn’t think the drinking is a big deal since his friends drink. The teen misses classes due to hangovers. They get into fights with friends because he says things, & later regrets it. He forgets what he said & did. The teen is sexually active when drunk. The teen gets into trouble with parents because he breaks curfew. He steals beer from parents.

15. STAGE 5 Drug Dependence
“I have to have the drug.”A person has become drug dependent.The teen drinks at every social event. He drinks a lot of beer at one time. He brings alcohol to events and sneaks drinks. The teen decides to quit drinking, but he cannot stick with the decision.

16. 2. Professional appearance
a. Uniform – check facility’s dress code
b. Clothing – clean, neat, in good repair, correct size
c. Name Badge –part of clinical uniform, states name, title, department
d. Shoes – need well fitting/ with low heels & good support. Should be cleaned daily.

17. e. Personal Hygiene – due to close contact, body odors & strong odors by perfumes, etc. should be avoided. Daily bath or shower needed.
f. Nails – careful of rules for color, clean & short
g. Hair – kept clean & neat. Long hair should be pinned back

18. Jewelry – pin rings inside pocket
i. Makeup – well groomed, natural appearance

19. B. Personal Characteristics
Empathy- ability to identify with & understand another person’s feelings, situation, & motives
Honesty – truthfulness
3. Dependability – never late or absent, turn assignments in on time

20. 4. Willingness to learn – able to adapt to constant changes in health care, & learn new techniques or procedures
5. Patience – must be tolerant & understanding. Learn to control your temper.
6. Acceptance of criticism – constructive & allows you to improve your work. Don’t resent it, learn from it

21. 7. Enthusiasm – enjoy your work & display a positive attitude
Self-motivation – determine what needs to be done & do them without constant direction
Tact – saying or doing the kindest or most fitting thing in a difficult situation
10. Competence – qualified & capable of performing a task
11. Responsibility – being held accountable for your actions

22. 12. Discretion –use good judgement in what you say and do
13. Team player – learn to work well with others. Each member of a health care team will have different responsibilities

23. UTILIZE ELEMENTS OF EFFECTIVE COMMUNICATION
A. Communication – exchange of information, thoughts, ideas, & feelings
1. Verbal – spoken words, written communications
2. Nonverbal – facial expressions, body language, touch (frowning & tapping fingers, smiling at someone after they speak to you, gently touching pt.’s arm to convey caring

24. B. Communication Process
1. Sender – individual who creates a message to convey information or an idea to another person
2. Message – information, ideas, or thoughts
3. Receiver – individual who receives the message from the sender
4. Feedback – when the receiver responds to the message

25. MESSAGE FEEDBACK To be effective… Message must be clear.
Sender must deliver it clearly and concisely.
Receiver must be able to receive.
Receiver must be able to understand.
Receivers
Sender

26. C. Factors that interfere with communication
The message must be clear (if you’re not sure what someone means – ask them to explain themselves)
2. The sender must deliver the message in a clear & concise manner
3. The receiver must be able to hear & receive the message
4. The receiver must be able to understand the message
5. Interruptions or distractions must be avoided.

27. D. Listening
1. Show interest and concern for what the speaker is saying
2. Be alert and maintain eye contact with the speaker
Avoid interrupting the speaker
Pay attention to what the speaker is saying
5. Avoid thinking about how you are going to respond

28. Avoid thinking about how you are going to respond
Try to eliminate your own prejudices & see the other person’s point of view
Eliminate distractions by moving to a quiet area for the conversations
Watch the speaker closely to observe actions that may contradict what the person is saying

29. Reflect statements back to the speaker to let the speaker know that statements are being heard
Ask questions if you do not understand part of a message
Keep your temper under control & maintain positive attitude

30. E. NON-VERBAL COMMUNICATIONS
Facial expressions
Body language
Gestures
Eye contact
Touch to convey messages or ideas

31. F. Barriers to communication
1. Physical disabilities – deafness or hearing loss, blindness or impaired vision, aphasia or speech impairments (describe, announce yourself – face pt. when speaking, speak in clear short sentences)
2. Psychological barriers – prejudice, attitudes, personality, stereotype (a HCW must learn to see beyond the surface attitude to the human being underneath) ask age appropriate questions

32. Cultural Diversity – the values, beliefs, attitudes, & customs shared by a group of people passed from one generation to the next
a. Beliefs & practices regarding health & illness
b. Language differences
c. Eye contact

33. d. Ways of dealing with terminal illness and/or severe disability
e. Touch (respect for & acceptance of cultural diversity is essential for any health care worker)

34. G. RECORDING & REPORTING
Important part of effective communication is reporting or recording all observations while providing care. Not only listen, but make observations about the patient. All senses are used to make observations.
(see power point presentation)

35. Recording and Reporting
Personal Qualities of a Health Care Worker

36. Making Observations Sense of sight Color of skin Swelling, edema
Rash, sores
Color of urine, stool
Amount of food eaten
Etc.

37. Making Observations Sense of smell Body odor
Unusual odors of breath, wounds, urine or stool

38. Making Observations Sense of touch Pulse Skin dryness or temperature
Perspiration
Swelling

39. Making Observations Sense of hearing
Used while listening to respirations, abnormal body sounds, coughs, speech

40. Two Types of Observations
Subjective
“symptoms”, cannot be seen or felt
statements by patient
Objective
“signs” that can be seen or measured
bruise, cut, rash, B/P

41. Basic Rules for Recording
Recorded information should be accurate, concise and complete
Writing should be neat and legible
Spelling and grammar must be correct
Only objective observations should be noted

42. Basic Rules for Recording
Record statements in patient’s own words, in quotation marks
Sign with name and title
Errors – cross out neatly with straight line, “error” and initials
c/o pain in nek neck
error KS

43. HIPAA
Strict standards for maintaining confidentiality of health care records
Patients must be able to see/obtain their records, and control who sees them
Health care workers must protect privacy of patient records

44. Sense of sight – note color of skin, swelling or edema, color of a body fluid, amt. of emesis
Sense of smell – alerts a HCW to unusual odors of breath, wounds, urine, or stool
Sense of touch –used to feel the pulse, dryness or temperature of skin, swelling
Sense of hearing – used to listen to respirations, abnormal body sounds

45. TWO TYPES OF OBSERVATION
Important to use correct spelling & report what patient says
Subjective observations –cannot be seen or felt, commonly called symptoms. Usually statements or complaints made by patient
Objective observations – can be seen or measured, commonly called signs.
Ex: bruise, cut, BP or temp

46. HIPAA
The Health Insurance Portability and Accountability Act – allows for respect for private info in medical records

47. PRINCIPLES OF LEADERSHIP AND TEAMWORK
A. Teamwork- members of health care team work together to serve the patient’s needs – provide the best quality care

48. 1. All team members work together to:
a. Identify the needs of the patient
b. Offer opinions on the best type of care
c. Suggest additional professionals who might be able to assist with specific needs

49. 2. The leader’s responsibilities include
a. Organizing and coordination of the team’s activities
b. Encouraging everyone to share ideas and give opinions
Motivating all team members to work toward established goals
d. Assisting with problems – help others to solve their differences
e. Monitoring the progress of the team
f. Providing reports and feedback to all team members on the effectiveness of the team

50. Assisting with problems – help others to solve their differences
Monitoring the progress of the team
f. Providing reports and feedback to all team members on the effectiveness of the team

51. 3. Methods to develop good interpersonal relationships include
a. Maintain a positive attitude and learn to laugh at yourself
b. Be friendly and cooperate with others
c. Assist others when you see that they need help
d. Listen carefully when another person is sharing ideas or beliefs

52. e. Respect the opinions of others even though you may not agree with them
f. Be open-minded and willing to compromise
g. Avoid criticizing other team members
h. Learn good communication skills so you can share ideas, concepts, and knowledge
i. Support and encourage other team members
j. Perform your duties to the best of your abilities

53. B. Professional leadership
1. Characteristics – believes a group will succeed
a. Respects the rights, dignity, opinions, & abilities of others
b. Understands the principles of democracy
c. Works with a group & guides the group toward a goal
d. Understands own strengths & weaknesses

54. e. Displays self-confidence & willingness to take a stand
f. Communicates effectively & states ideas clearly
g. Shows self-initiative & a willingness to work
h. Completes tasks
i. Shows optimism

55. j. Is open-minded and can compromise
k. Praises others & gives credit to others
l. Is dedicated to meeting high standards

56. 2. Types of Leaders
a. DEMOCRATIC –encourages the participation of all individuals in decisions that have to be made or problems that have to be solved. Is a good listener

57. b. LAISSEZ-FAIRE – informal type, will strive for only minimal rules or regulations & allow individuals in a group to function in an independent manner with little or no direction

58. AUTOCRATIC –
Often called a dictator, maintains total rule, makes all decisions, has difficulty delegation or sharing duties.

59. Classification of Leaders
Identify each leader or description as:
D = Democratic L = Laissez-faire A = Autocratic
_____ 1. An informal type of leader.
_____ 2.
_____ 3. Encourages the participation of all individuals in the decision-making process.

60. _____
_____ 5. Has a “hands-off” policy.
_____ 6. Strives for minimal rules and regulations and allows individuals in the group to function in an independent manner.

61. _____ 7.
_____ 8. Individuals follow this type of leader because they fear punishment or because of extreme loyalty.
_____ 9. _____ 10.

62. 3. Skill: Professional Leadership skills.

63. STRESS MANAGEMENT
A lecturer, when explaining stress management to an audience, raised a glass of water and asked, “How heavy is this glass of water?”
Answers called out ranged from 20g to 500 g.

64. The lecturer replied, “The absolute weight doesn’t matter
The lecturer replied, “The absolute weight doesn’t matter. It depends on how long you try to hold it. If I hold it for a minute, that’s not a problem. If I hold it for an hour, I’ll have an ache in my right arm. If I hold it for a day, you’ll have to call an ambulance. In each case, it’s the same weight, but the longer I hold it, the heavier it becomes.” He continued, “And that’s the way it is with stress management.”

65. “If we carry our burdens all the time, sooner or later, as the burden becomes increasingly heavy, we won’t be able to carry on. As with the glass of water, you have to put it down for awhile and rest before holding it again, when we’re refreshed, we can carry on with the burden.”
“So, before you return home tonight, put the burden of work down. Don’t carry it home. You can pick it up tomorrow.”

66. “Whatever burdens you’re carrying now, let them down for a moment if you can.
Relax; pick them up later after you’ve rested.”
Life is short. Enjoy it!
And then he shared some ways of dealing with the burdens of life:

67. Accept that some days you’re the pigeon, and some days you’re the statue.
Always keep your words soft and sweet, just in case you have to eat them.

68. ANALYZE STRESSORS AND STRESS MANAGEMENT SKILLS
Identify stressors (identify what stresses you)
1. What the event was – can be situation, event or concept
2. Why you feel stress – will cause the body to go into alarm or warning mode

69. 3. How much stress you experience – depends on the individual’s reaction to & perception of the situation causing stress
4. Do you have negative or positive feelings

70. B. Problem-solving method
1. Gather information or data- assess the situation to obtain all facts & opinions
2. Identify the problem – identify the real stressor & why it is causing a reaction
3. List possible solutions – ways to eliminate or adapt to the stressor
4. Make a plan – after evaluating solutions, choose one you think will have the best outcome

71. 5. Act on your solution – use your solution to see if it has expected outcome
6. Evaluate the results – was the action effective?
7. Change the solution – if necessary, use a different solution that might be more effective

72. C. Physical reaction to stress
1. STOP – immediately what you are doing to break out of the stress response
2. BREATHE – take a slow deep breath to relieve the physical tension you are feeling
3. REFLECT –think about the problem at hand and the cause of the stress
4. CHOOSE - determine how you want to deal with the stress

73. D. Stress-reducing techniques
1. Live a healthy lifestyle – eat right, rest, & exercise regularly
2. Take a break from stressors – sit in a chair with your feet up
3. Relax – take a warm bath
4. Escape – listen to quiet, soothing music

74. 5. Relieve tension – shut your eyes, deep breaths, relax muscles
Rely on others – talk with a friend & reach out to your support system
Meditate – think about your values, belief in a higher power
8. Use imagery – imagine sitting in the sun at the beach

75. 9. Enjoy yourself – learn a new hobby
10. Renew yourself – learn new skills, join a professional organization, community activities
11. Think positively – reflect on your accomplishment, focus on your successes

76. 12. Develop outside interests – provide time for yourself
13. Seek assistance or delegate tasks – ask for help, remember no one can do everything all the time
14. Avoid too many commitments - learn to say no
(see stress management overhead)

77. PRACTICE TIME MANAGEMENT SKILLS.
Time Management (focus on making the most of the time you have) plan work from start to finish
1. Skills that allow a person to use time in the best way possible
a. Putting the individual in charge
b. Keeping things in perspective when events are overwhelming

78. c. Increasing productivity
d. Using time more effectively – complete more tasks in same amount of time
e. Improving enjoyment of activities
f. Providing time for relaxing and enjoying life

79. B. Setting Goals 1. Setting goals a. Middle school short term goals
ex: making all A’s on report card
b. High school short term goals – ex. Applying for a scholarship
Personal long term goal – graduate from Medical school

80. 2. Setting effective goals
State goals in a positive manner
Define goals clearly and precisely
Prioritize multiple goals
Write goals down
e. Make sure each goal is at the right level

81. HOW TO SET GOALS Should be challenging, yet realistic & attainable
Should have a target date or time for completion/success
Are measurable
Are clear, specific, & understandable
Are meaningful, desirable, & beneficial
Can be flexible with more than one way of getting there.

82. C. Creating a time management plan
Analyze & prioritize
Identify habits & preferences
Schedule tasks
Make a daily “to do” list
Daily planner – gift for college student

83. Plan your work from start to finish
Avoid distractions
7. Take credit for a job well done