makely: teaching professionalism in health care

TEACHING PROFESSIONALISM

IN HEALTH CARE EDUCATION

Pearson EducationJuly 17, 2012

Is Professionalism Instruction Necessary?


Do these photos tell the whole story?

Is there any problem with this photo?


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.


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

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

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

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.

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

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

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

The Ripple EffectIt 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

Professionalism DefinedRecognition 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.

Professionalism DefinedHealth 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.

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

Professionalism Instruction1. 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

Professionalism Instruction2. 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

Professionalism Instruction3. Personal Traits of the

Health Care Professional:• Character and Personal

Values• Character Traits• Reputation• Judgment• Conscience• Trust• Honesty• Ethics• Ethical, Moral, and Legal

Dilemmas

Professionalism Instruction4. 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

Professionalism Instruction5. 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

Professionalism Instruction6. 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

Professionalism Instruction7. 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

Professionalism Instruction8. 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

Professionalism InstructionWhen 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

Professionalism InstructionProviding 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

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?

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

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

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

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

Contact Information

Sherry Makely, Ph.D., RT(R)Pine Ridge Publications, Inc.

1051 West Burma RoadBloomington, Indiana 47404

812/[email protected]