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- 1. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole CHAPTER 3 Professionalism and Success
- 2. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole 3-2 3.1 Recognize the importance of professionalism in the medical assisting practice. 3.2 Explain the professional behaviors that should be exhibited by medical assistants. 3.3 Model strategies for success in medical assisting education and practice. Learning Outcomes
- 3. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Introduction • Profession • Professionalism • Professional standards 3-3
- 4. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professionalism in Medical Assisting • Areas of competence ‒ Hard skills ‒ Soft skills 3-4
- 5. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professionalism (cont.) • Hard skills – Minimum proficiencies – Observable 3-5
- 6. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professionalism (cont.) • Soft skills – Characteristics, attributes, or attitudes – Difficult to observe and evaluate ‒ Work ethic 3-6
- 7. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professionalism (cont.) • Professional behaviors – Interpersonal skills – Contribute to success 1-7
- 8. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole 3-8 Apply Your Knowledge Move to appropriate heading: Hard Skills Soft Skills Taking a blood pressure Making a bed Being on time for work Scheduling an appointment Addressing patients using Mr. and Mrs. Reporting an error you made Transferring a patient to a chair
- 9. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professional Behaviors • Contribute to overall success in life • Comprehension – Learn – Retain – Process 3-9
- 10. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professional Behaviors (cont.) • Persistence – Determination – Overcoming obstacles • Self-Confidence 3-10
- 11. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professional Behaviors (cont.) • Judgment – Evaluation – Conclusion – Action • Knowledge – Understanding 3-11
- 12. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professional Behaviors (cont.) • Organization ‒ Time management ‒ Prioritizing • Integrity – Honest – Trustworthy 3-12
- 13. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professional Behaviors (cont.) • Growth • Teamwork – Cooperation – Coordination – Team dynamics 3-13
- 14. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professional Behaviors (cont.) • Relations with others – Respect and caring ‒ Empathy • Acceptance of criticism – Taking responsibility ‒ Constructive criticism 3-14
- 15. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professional Boundaries • Addressing patients • Advice • Humor • Friendliness • Loaning money • Socialization 3-15
- 16. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Cultural Diversity • Increase your awareness of diversity • Increase your awareness of your own feelings • Look at individuals 3-16
- 17. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Patient Advocacy • Understand your scope of practice • Be professional in relationships • Communicate well 3-17
- 18. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professional Behaviors • Work Quality – Strive for excellence – Be flexible • Punctuality and Attendance – Be on time – Work when scheduled 3-18
- 19. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Professional Appearance • Clothing • Shoes • Hairstyle • Fingernails • Body odors • Jewelry • Tattoos and piercings 3-19
- 20. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Communication • Listening • Observing • Speaking • Writing • Good manners 3-20
- 21. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Apply Your Knowledge ANSWER: 1. Comprehension 2. Persistence 3. Judgment 4. Integrity 5. Growth 6. Work quality 7. Self-confidence 8. Punctuality ongoing effort to learn and improve determination; tenacity adhering to law and ethics striving for excellence; flexibility being on time ability to learn, retain, and process information belief in oneself critical thinking 3-21 Match behavior with description: 5 2 4 6 8 1 7 3
- 22. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Strategies for Success • Critical thinking – Evaluating – Problem solving – Taking action 3-22
- 23. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Problem Solving • Identify the problem • Identify the effect of the problem • Identify objective 3-23
- 24. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Problem Solving (cont.) • Identify solutions and strategies • Analyze solutions and strategies • Implement best solution • Evaluate results 3-24
- 25. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Time Management and Prioritizing • Essential skill • Strategies – Planning – Productivity – Distractions – Evaluation 3-25
- 26. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Stress • Pressure • Reaction – Anger – Frustration – Change in routine • Good or Bad 3-26
- 27. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Preventing Burnout • Susceptibility • Stages of stress leading to burnout – Honeymoon Phase – Awakening Phase – Brownout Phase – Full-Scale Burnout Phase – Phoenix Phenomenon 3-27
- 28. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Reducing Stress • Maintain a health balance in your life • Exercise regularly • Eat balanced and nutritious meals • Avoid caffeine, salt, sugar, and fat • Get enough sleep • Allow time for yourself 3-28
- 29. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Reducing Stress (cont.) • Rely on support of others • Be realistic about what you can do • Set realistic goals • Be organized • Redirect excess energy constructively • Change things you have control over 3-29
- 30. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole Reducing Stress (cont.) • Stay focused • Identify sources of conflict; try to resolve them • Learn and use relaxation techniques • Maintain a healthy sense of humor • Try not to overreact • Seek help 3-30
- 31. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole 3-31 What skills do you need to cultivate to be successful as a medical assistant? Apply Your Knowledge ANSWER: critical thinking and problem solving; time management and prioritizing; stress management and avoiding burnout.
- 32. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole 3-32 In Summary 3.1 Professionalism is behavior that exhibits the traits or features corresponding to the standards of that profession. Hard skills are specific technical and operational proficiencies. Soft skills are personal attributes or behaviors that enhance an individual. Professional behaviors are needed to function at a high level in medical assisting and produce a good work ethic.
- 33. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole 3-33 In Summary (cont.) 3.2 Some essential professional behaviors include: comprehension, persistence, self-confidence, judgment, organization, integrity, growth, teamwork, acceptance of criticism, relations with others, work quality, punctuality and attendance, professional appearance, and communication.
- 34. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole 3-34 In Summary (cont.) 3.3 Strategies for success as a medical assistant include cultivating your skills, such as critical thinking and problem solving, time management and prioritizing, stress management, and avoiding burnout. Practicing effective strategies can assist you during your education and employment.
- 35. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole 3-35 “A professional is a person who can do his best at a time when he doesn’t particularly feel like it.” —Alistair Cooke End of Chapter 3
Editor's Notes
- Learning Outcomes: 3.1 Recognize the importance of professionalism in the medical assisting practice. 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Profession – occupation or career that is based upon specialized educational training Professionalism – behavior that exhibits the traits or features that correspond to standards of that profession Professional standards Vary from occupation to occupation, and sometimes within the same occupation, depending on the environment. Standards for medical assisting education and the profession are developed by professional organizations. It is important know standards of the profession as well as exhibit appropriate personal attributes and behaviors. Following the standards and exhibiting the personal behaviors established by your school and workplace will help you achieve SUCCESS!
- Learning Outcome: 3.1 Recognize the importance of professionalism in the medical assisting practice. To understand the profession of medical assisting, you need to understand what a profession is. Professions have two areas of competence or abilities: Hard skills – specific technical and operational proficiencies Soft skills – personal qualifications or behaviors that enhance an individual's interactions, job performance and career opportunities – people skills It’s important to maintain a good balance between technical and people skills.
- Learning Outcome: 3.1 Recognize the importance of professionalism in the medical assisting practice. These are the minimum proficiencies necessary to do a particular job. Examples for medical assisting include: Appointment scheduling Insurance coding Medical records management Interviewing patients Taking vital signs Assisting the physician Hard skills are learned throughout the medical assisting program. They are readily observable and are used by employers to determine if you are qualified for the job.
- Learning Outcome: 3.1 Recognize the importance of professionalism in the medical assisting practice. Soft skills develop throughout your life, examples include respect, dependability, and integrity. These attributes are important for specific jobs and are also professional behaviors. Soft skills are those that help define your personality. Professional behaviors produce a good work ethic which employers look for. Technical skills are reasons most are hired Poor professional behavior is the reason for most terminations Knowing what to do is important but preforming professionally is essential.
- Learning Outcome: 3.1 Recognize the importance of professionalism in the medical assisting practice. Much of a medical assistant’s role will involve dealing with other people. You will experience ongoing assessment of your professional behaviors Classroom Externship Hiring process Workplace performance evaluation Promotion consideration Professionalism contributes to success. Keep it on the top of your self-improvement list!
- Learning Outcome: 3.1 Recognize the importance of professionalism in the medical assisting practice.
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Consider whether you exhibit each of the behaviors or qualities to be discussed. Comprehension – the ability to learn, retain and, process information As a medical assistant, you must learn what you need to know, analyze that information, know how to use it, and also retain the information.
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Persistence Continuing in spite of difficulty; being determined and overcoming obstacles Perseverance and tenacity “stick-to-itiveness” Enables you to finish a job or follow through regardless of difficulty. Self-confidence – believing in oneself Puts people at ease Self-assured but not over-confident Display this trait by smiling, making eye contact, and remaining calm in any situation
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Knowledge Understanding gained through study and experience Not just memorization Must understand rationale for actions Judgment Evaluating a situation, reaching a conclusion, and taking appropriate action Also referred to as critical thinking which is purposeful decisions resulting from analysis and evaluation
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Organization – planning and coordinating information and tasks in an orderly manner to efficiently complete a job in a given time frame Time management Prioritizing – deciding which are the most important and least important tasks for the day using: Professional judgment Office policies Experience Integrity Adhering to the appropriate code of law and ethics Being honest and trustworthy Ethics – system of values that determines right or wrong behavior Knowing that someone else did something dishonest and not reporting it, is as bad as doing something dishonest yourself Once a person is viewed as lacking integrity, it is difficult to regain the trust of others. More information this is found in the chapter Legal and Ethical Issues
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Growth Ongoing effort to learn and improve Professionalism includes keeping up with new standards, procedures and technologies in the field. Obtaining continuing education helps the medical assistant grow professionally and keeping up-to-date with changes in healthcare. Teamwork – working with others in the best interest of completing the job. Cooperation among team members to achieve the goal of providing good patient care Increases the likelihood of achieving a goal Increases patient and job satisfaction Coordination – integration of activities; working together for the benefit of the patient Team dynamics Assisting each other Avoiding interpersonal conflict Performing extra responsibilities without complaint Being considerate of other team members’ duties and responsibilities
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Acceptance of criticism Willingness to consider feedback and suggestions to improve Taking responsibility for one’s actions Constructive criticism Counseling or advice intended to be useful with the goal to improve something Must be accepted for you to grow and understand the areas in which you can improve Be open to accepting constructive criticism and suggestions Do not be defensive or blame others Relations with others The ability to get along with those around you Treating others with respect and caring Empathy - feeling and understanding another’s experience without having the experience yourself Show concern and appropriate attention DO NOT enable or promote codependency which is doing for others things they should be doing for themselves.
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Professional boundaries Treat the patient as a client Do not become involved with a patient’s private life unless an issue relates directly to his/her health Guidelines for maintaining professional boundaries are listed on this slide Address patients by last name and appropriate title; use first names only with permission or unless the patient is a child Do not offer patients advice on personal matters Humor should be used only if tasteful and appropriate Avoid becoming overly friendly Do not loan patients money Do not meet patients outside the workplace unless you knew them prior to taking your position
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants.
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Patient advocacy Speak or act on behalf of the patient or the patient’s family To help you be effective Understand your scope of practice Be professional in relationships Communicate well Refer to Table 3-1 for examples
- Learning Outcome: 3.1 Recognize the importance of professionalism in the medical assisting practice. Work quality Strive for excellence in doing your job Take pride in your performance If you need to improve in an area, ask for help or take a class Report potential risks Be flexible to staffing changes but stay within your scope of practice Punctuality and attendance Be on time Come to work/class when scheduled Poor attendance is cause for termination Patient care may be impacted if you are late or absent
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Professional appearance Neatness and personal cleanliness is important Appearance is the first impression you make on others Should reflect a conservative style Guidelines Uniform or clothing should be clean, pressed, fit properly, and in good repair Shoes – comfortable, clean and in good condition; no open toes Hairstyle should be flattering and conservative; hair should be clean and pulled back if long; natural colors Fingernails should be kept short and a natural color; no acrylic nails Body odors, including smoke, perfumes, hairsprays, and lotions should be avoided Wear minimal jewelry – 1 ring; avoid dangling earrings Visible tattoos, body and tongue piercings are unacceptable
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants. Communication Giving and receiving accurate information Involves Careful listening to what is said Observing the one speaking Speaking so you can be understood Writing Good manners Polite Tactful respectful With poor communication skills, one cannot provide information that is accurate or understandable Communication is a two-way process; you must request clarification if you do not understand Communication is discussed further in the Communication chapter
- Learning Outcome: 3.2 Explain the professional behaviors that should be exhibited by medical assistants.
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice. Critical thinking skills Will develop over time and with knowledge and experience Involve evaluating a situation, solving problems associated with the situation and taking appropriate actions Example: reacting during and emergency Rely on sound judgment. You must be able to analyze, determine what is important, and reach conclusions beyond the obvious. Includes factual problem identification and creative decision-making skills
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice. Step 1 – Identify and define the problem What is wrong? Step 2 – Identify the potential effects of the problem? What might happen if the problem is not corrected Step 3 – Identify the objectives to be achieved What is your goal for the situation?
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice. Step 4 – Identify potential solutions and strategies What can be done to solve the problem? There may be more than one answer Step 5 – Analyze the solutions and strategies What might be the results of each of the solutions identified in Step 4? Step 6 – Implement the best solution Take action Step 7 – Evaluate the results / repeat steps as necessary Did the chosen solution work? If not, why not?
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice. Time management Essential skill for medical assistants Techniques help you achieve more in all aspects of life Helps you avoid stress related to work overload Set goals and concentrate on results rather than just being busy Organization helps you to avoid wasting time Strategies to improve your ability to manage you time and prioritize are: Plan your day – know what needs to be done and set goal accordingly Take advantage of your own productivity – do the most difficult tasks when you are most productive Avoid distractions – no personal phone call, texts, tweets, etc. during working hours Evaluate yourself daily – did you accomplish your goals? If not, develop a plan to do better tomorrow.
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice. Stress Results from feeling under pressure Reaction to anger, frustration, or a change in your routine Physical changes – increased blood pressure, heart rate, and breathing; muscle tension Results in poor communication Good or bad stress Some stress is normal and can motivate you to be more productive Ongoing stress can be overwhelming and affect you physically Decreased resistance to colds Increases your risk for developing diseases including heart disease, diabetes, and ulcers Increase your risk for some autoimmune diseases Some stress is inevitable - the goal is to learn how to manage or reduce stress
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice. Burnout is the end result of prolonged periods of stress without relief. More prone to burnout – highly driven , perfectionist; Type A personality Less prone - More relaxed, calm, “laid back”; Type B personality Stages Honeymoon Phase – The job, and everything about it, is wonderful You have boundless energy and enthusiasm Awakening Phase – Realization your initial expectations were unrealistic You become disillusioned, disappointed, tired, bored, and frustrated Brownout Phase – Chronic fatigue and irritability; increased frustration and anger Productivity drops and work deteriorates Full-Scale Burnout phase – Despair is dominant; depression; Physical and mental exhaustion Phoenix Phenomenon Need to relax Have realistic expectations Create a balance in your life
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice. Maintain a balance among work, family, and leisure activities. Exercise regularly Eat balanced and nutritious meals and healthful snacks Make time for yourself, plan time for relaxing
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice. Rely on support of family, friends, and co-worker. Share your feelings. Be realistic about what you can and cannot do. Do not be afraid to say “no”. Set realistic goals. There are always choices. Be organized. Planning helps manage workload. Use your excess energy to clean a closet, volunteer, exercise, etc. Change what you can.
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice. Focus your energy on one thing at a time; finish one project before starting another. Try to resolve sources of conflict. Choose a relaxation technique that works for you: deep breathing, meditation, or imagery Laughter can help relieve stress. Decide if the situation is worth getting upset about. Ask for help from social or professional support groups if you need to
- Learning Outcome: 3.3 Model strategies for success in medical assisting education and practice