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Makely: Teaching Professionalism in Health Care
- 1. TEACHING PROFESSIONALISM IN HEALTH CARE EDUCATION Pearson Education July 17, 2012
- 10. Is Professionalism Instruction Necessary? Do these photos tell the whole story? Is there any problem with this photo?
- 24. Is Professionalism Instruction Necessary? Up to 80% of group practice physicians could be victimized by embezzlers during their careers, mostly involving receptionists and office managers who handle cash before and after office hours. The problem is often detected when office personnel refuse to take vacation or sick time because they fear their dishonest acts will be discovered when they're away.
- 25. Is Professionalism Instruction Necessary? Video cameras reveal employees stealing computers, office supplies, syringes, drugs, and patients’ possessions Job applicants falsify their information Countless numbers of fraudulent worker compensation claims are filed ach year Employees bring weapons to work; arguments, fights, workplace violence, and sexual harassment becoming more common at work
- 26. Importance of Professionalism • Hard skills are important, but employers hire, retain, and promote for soft skills, also known as people skills • Health care employers seek the “Best of the Best” and can afford to be selective • Top-notch technical skills are worthless if people fail to show up for work, steal from their employer, or are rude to patients, coworkers, or guests
- 27. The Need for Professionalism • Employee theft, fraud, ethics violations are very expensive • High stress leads to interpersonal conflict • Conflict resolution skills and professionalism instruction top the list of needs surveys • Applies to all workers regardless of their job title, education, credentials, or years of experience • Common ground in meeting performance expectations
- 28. Session Description Professional attitudes and behaviors are the keys to success for all health care workers regardless of job title, educational background, or years of experience. This session explores the role of professionalism in health care and the personal characteristics, attitudes, and behaviors which are essential in developing and maintaining a professional reputation.
- 29. Session Objectives At the end of this session, you will be able to: • Define professionalism and explain its importance for students, faculty, and staff • Describe how to recognize a health care professional when you see one • List the characteristics and behaviors that result in a professional reputation • Identify strategies for providing professionalism instruction for students
- 30. Patient Satisfaction • Work ethic is vital to quality and service • Customer service is the differentiator among health care competitors • Patient feedback is now transparent, public viewing • Patient satisfaction scores critical in health care finance • HCAHPS scores will impact Medicare reimbursement
- 31. Professionalism Instruction • Hard-wires an individual’s personal values, behaviors, and attitudes with their employer’s corporate mission, goals, and standards of service • Workers must see the big picture and know where they fit in • Must understand the impact of their behaviors and attitudes, for better or worse
- 32. The Ripple Effect It takes a long time to develop a professional reputation, but just a split second to lose it • Stop and think before you act • Everything you say and do makes an impact for better or worse • Like tossing a pebble in a pond • Some ripples you’ll notice, but most you will not • Your behavior makes an impact well beyond your ability to see it
- 33. Professionalism Defined Recognition as a health care professional is something that has to be earned—a reputation that’s developed and maintained each and every day you come to work. Professionalism is a state of mind, a way of being, knowing, and doing that sets you apart from others. It gives direction to how you look, behave, think, and act. It brings together who you are as a person, what you value, how you treat other people, what you contribute in the workplace, and how seriously you take your job. Professionals don’t just work to earn a paycheck. Income is important, but professionals view their work as a source of pride and a reflection of the role they play in society.
- 34. Professionalism Defined Health care professionals are good at what they do—and they like doing it. They enjoy helping others and knowing they’ve made a difference. Professionals have their act together—and it shows. They set high standards for their performance and achieve them. They see the big picture in health care and know where they fit in. Professionals care about quality and how to improve it. They treat everyone they meet with dignity and respect. And they continually strive to grow and to learn.
- 35. Professionalism Instruction • 4th Edition, January 2012 • 8 chapters, new content • Full color, more photographs • Continuing case study: Carla, the Medical Assistant • Consider This, Think About It, Recent Developments, Reality Check, Key Points, For More Information • Review Questions, What Ifs? • Instructor Resource Manual • Website , videos, self- assessments, more resources
- 36. Professionalism Instruction 1. The Health Care Industry and Your Role: • Heath Care as a Business • Impact of Baby Boomers • Health Care Reform • Quality Improvement • Patient Safety • Workforce Supply and Demand • Electronic Medical Records • The Big Picture and Where You Fit In
- 37. Professionalism Instruction 2. Your Work Ethic and Performance: • Making a Commitment to Your Job • Interdependence, Self- Awareness, Critical Thinking • Work Ethic, Attendance, Reliability, Attitude, Competence, Quality of Work, Compliance • Representing Your Employer • Evaluating Your Performance
- 38. Professionalism Instruction 3. Personal Traits of the Health Care Professional: • Character and Personal Values • Character Traits • Reputation • Judgment • Conscience • Trust • Honesty • Ethics • Ethical, Moral, and Legal Dilemmas
- 39. Professionalism Instruction 4. Relationships, Teamwork, and Communication Skills: • Coworkers as Customers • Inclusion, Friendliness • Loyalty, Cooperation • Etiquette and Manners • Teams and Teamwork • Group Norms, Consensus • Communication Skills • Communication Styles • Conflict Resolution • Electronic Communication
- 40. Professionalism Instruction 5. Cultural Competence and Patient Care: • Diversity and Culture • Personality Preferences • Generational Differences • Occupational Cultures • Respect • Working with Patients • Customer Service • Patient Satisfaction • Working with Doctors, Guests, and Vendors
- 41. Professionalism Instruction 6. Professionalism and Your Personal Life: • Personal Image • Appearance, Dress Code • Personal Habits • Language and Grammar • Behavior After Hours • Personal Health and Wellness • Time Management • Personal Financial Management • Stress Management • Managing Change
- 42. Professionalism Instruction 7. The Practicum Experience: • Purpose of a Practicum • Benefits of a Practicum • Preparing for a Practicum • During Your Practicum • Ensuring Success on Your Practicum • After Your Practicum
- 43. Professionalism Instruction 8. Employment, Leadership, and Career Development: • Job Seeking Skills • Employment Information • Cover Letters, Résumés • Job Applications, References • Pre-Employment Assessments • Interviews , Job Offers • Developing Leadership Skills • Goal Setting • Career Development • Expecting the Unexpected
- 44. Professionalism Instruction When do students need this instruction? • As early as possible • Reinforce instruction every step of the way • Weave-in topics in all courses • Instructors and school staff serve as role models • Hard-wire attitudes and behaviors prior to the practicum, reinforce at graduation
- 45. Professionalism Instruction Providing the instruction: • Professionalism in Health Care course or workshop • Students read a chapter and discuss in class • Review questions, What If? Scenarios • Website activities, videos, discussion topics, projects • Instructor Resource Manual with more recommendations
- 46. Impact on Schools Professionalism goes beyond the students: • The need for professionalism extends beyond your students • Your school and educational programs need to have a professional reputation • Everyone who works for your school has an impact on your reputation • Are people proud to say they are affiliated with your school?
- 47. Impact on Schools Your school’s reputation: • Your students, graduates, instructors, staff, and leaders determine the reputation of your company, your school, and your programs • Students and graduates are your most important sales people • Walking, talking billboards • They represent your school and they tell your story
- 48. Impact on Schools Educational programs need practicum slots: • Must compete for limited slots in the best sites • Employers careful about who they allow in their facilities • Students impact quality of care, patient satisfaction, and the site’s reputation • Criminal history background checks, drug screens, social networking sites, blogs
- 49. Impact on Schools Your school’s image: • Just one chance to make a positive first impression • Students must be prepared with both hard skills and soft skills • Understand they are paving the way for future students-- or closing the door • Competence, image, and behavior will impact accreditation, recruitment, practicum slots, and the school’s placement rate
- 50. Impact on Schools Your school’s culture: • What you permit, you promote • Focus on your school’s culture • Set and enforce high standards • Instill ethics, honesty, integrity, transparency, compassion, professionalism • Instructors and staff are role models • Live these standards yourself and enforce them with your students and your staff
- 52. Contact Information Sherry Makely, Ph.D., RT(R) Pine Ridge Publications, Inc. 1051 West Burma Road Bloomington, Indiana 47404 812/876-7211 pineridge@bluemarble.net