professional behavior in the workplace

1Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Professional Behavior Professional Behavior in the Workplacein the Workplace

Chapter 4


Questions to consider…Questions to consider…

How do professional medical assistants put How do professional medical assistants put aside personal issues and devote themselves aside personal issues and devote themselves to the patients in the office?to the patients in the office?

How can Karen meet her familial and work How can Karen meet her familial and work obligations equally well?obligations equally well?

What steps should Karen take to ensure that What steps should Karen take to ensure that both her family and her supervisors understand both her family and her supervisors understand her obligations to the other?her obligations to the other?

How can Karen exhibit professional behavior How can Karen exhibit professional behavior and compassion for patients on a daily basis at and compassion for patients on a daily basis at the physician’s office?the physician’s office?


Meaning of ProfessionalismMeaning of Professionalism

Professionalism is exhibiting a courteous, Professionalism is exhibiting a courteous, conscientious, and generally businesslike conscientious, and generally businesslike manner in the workplace. It is characterized by manner in the workplace. It is characterized by or conforms to the technical or ethical standards or conforms to the technical or ethical standards of a certain profession.of a certain profession.


Why Is Professionalism Important?Why Is Professionalism Important?

Patients expect medical personnel to be Patients expect medical personnel to be professional.professional.

Patients place their trust and confidence in Patients place their trust and confidence in those they deem to be professional.those they deem to be professional.

Attitudes are conservative in the medical field, Attitudes are conservative in the medical field, mandating professionalism.mandating professionalism.


Characteristics of ProfessionalismCharacteristics of Professionalism

LoyaltyLoyalty DependabilityDependability CourtesyCourtesy InitiativeInitiative FlexibilityFlexibility CredibilityCredibility ConfidentialityConfidentiality AttitudeAttitude


Obstructions to ProfessionalismObstructions to Professionalism

Sometimes it is difficult to be professional. Sometimes it is difficult to be professional. Obstructions to professionalism include:Obstructions to professionalism include: Personal Problems and BaggagePersonal Problems and Baggage Rumors and “the Grapevine”Rumors and “the Grapevine” Personal Phone Calls and BusinessPersonal Phone Calls and Business Office PoliticsOffice Politics ProcrastinationProcrastination


Personal Problems and BaggagePersonal Problems and Baggage

Situations medical assistants face outside of Situations medical assistants face outside of work may be difficult to leave at home.work may be difficult to leave at home.

These situations can interfere with the ability These situations can interfere with the ability to perform at work.to perform at work.

Take a moment to discuss the situation with Take a moment to discuss the situation with supervisors.supervisors.

Use discretion when talking about the issues Use discretion when talking about the issues at hand.at hand.

Most supervisors will want to work with good Most supervisors will want to work with good employees through difficult timesemployees through difficult times


Rumors and the “Grapevine”Rumors and the “Grapevine”

Rumors and gossip must be avoided in a Rumors and gossip must be avoided in a professional medical facility.professional medical facility.

These issues cause negative employee morale.These issues cause negative employee morale. Rumors often become more exaggerated with Rumors often become more exaggerated with

each telling.each telling. Medical assistants must be friendly and cordial Medical assistants must be friendly and cordial

to everyone.to everyone. Never take part in rumor-mongering or gossip in Never take part in rumor-mongering or gossip in

the office.the office.


Personal Phone Calls and BusinessPersonal Phone Calls and Business

Avoid receiving personal calls at work unless Avoid receiving personal calls at work unless a serious emergency occurs.a serious emergency occurs.

This rule includes both the office phone and This rule includes both the office phone and personal cell phones.personal cell phones.

Do not conduct any type of personal business Do not conduct any type of personal business during working hours.during working hours.

Use personal time to check personal email.Use personal time to check personal email.


Office PoliticsOffice Politics

Office politics can be positive or negative.Office politics can be positive or negative. Positive office politics can lead to promotions Positive office politics can lead to promotions

and wage increases.and wage increases. Negative office politics can lead to dissention Negative office politics can lead to dissention

and low employee morale.and low employee morale.


ProcrastinationProcrastination

Procrastination is a sign of the fear of Procrastination is a sign of the fear of failure.failure.

Never put off duties that can be done Never put off duties that can be done immediately.immediately.

Stop procrastination by doing something Stop procrastination by doing something now.now.

Divide projects into small segments.Divide projects into small segments.


Professional AttributesProfessional Attributes

Professional attributes include:Professional attributes include: TeamworkTeamwork Time ManagementTime Management PrioritizingPrioritizing Goal SettingGoal Setting


TeamworkTeamwork

Possibly one of the most important attributes Possibly one of the most important attributes to develop.to develop.

Staff members must work together for the Staff members must work together for the good of the patients.good of the patients.

Cooperate with co-workers.Cooperate with co-workers. Teamwork promotes good employee morale.Teamwork promotes good employee morale. Never say, “That’s not my job.”Never say, “That’s not my job.”


Teamwork Teamwork


Time ManagementTime Management

Use time efficiently.Use time efficiently. Plan tasks that must be done. Plan tasks that must be done. Key to time management is prioritizing.Key to time management is prioritizing.


PrioritizingPrioritizing

Prioritizing is deciding which tasks to do first.Prioritizing is deciding which tasks to do first. Make a list of tasks.Make a list of tasks. Decide what must, should, and could be done today.Decide what must, should, and could be done today. Place each task in numeric order within the “must,” Place each task in numeric order within the “must,”

“should,” and “could” categories.“should,” and “could” categories. Assign letters and numbers to categorize tasks.Assign letters and numbers to categorize tasks. Complete the tasks in order, and accomplish more Complete the tasks in order, and accomplish more

every day.every day.


Goal SettingGoal Setting

Goals should be:Goals should be: ReasonableReasonable MeasurableMeasurable Written downWritten down Monitored for progressMonitored for progress Set for all areas of an individual’s lifeSet for all areas of an individual’s life Celebrated when reached, even if it is a Celebrated when reached, even if it is a

small accomplishmentsmall accomplishment


Knowing the Facility and Its EmployeesKnowing the Facility and Its Employees

It is important to know the people who work in the It is important to know the people who work in the medical facility and their general job descriptions, medical facility and their general job descriptions, so that patients can be referred to the person so that patients can be referred to the person who knows the most about their problems.who knows the most about their problems.


DocumentationDocumentation

When documenting medical information:When documenting medical information: write legibly.write legibly. be complete.be complete. state facts, not opinions.state facts, not opinions. state what was actually witnessed, not state what was actually witnessed, not

hearsay or information from a third party.hearsay or information from a third party. never use sarcastic language.never use sarcastic language. make corrections as directed.make corrections as directed.


Note TakingNote Taking

Always have pen and paper ready for note Always have pen and paper ready for note taking in meetings and seminars.taking in meetings and seminars.

Keep a small pad and pen in a pocket for Keep a small pad and pen in a pocket for quick notes.quick notes.


Work EthicWork Ethic

A person with a good work ethic:A person with a good work ethic: arrives on-time.arrives on-time. is rarely absent.is rarely absent. has a strong work output.has a strong work output. is honest.is honest. is able to solve ethical problems.is able to solve ethical problems. has a character that is above reproach.has a character that is above reproach.


CommunicationCommunication

The success of any business is related to its The success of any business is related to its ability to communicate effectively.ability to communicate effectively.


Communication Communication


Substance AbuseSubstance Abuse

Substance abuse is the repeated and excessive Substance abuse is the repeated and excessive use of a substance to produce pleasure and use of a substance to produce pleasure and escape reality, despite its destructive effects. escape reality, despite its destructive effects.


Four Criteria That Suggest Four Criteria That Suggest Substance AbuseSubstance Abuse

Continued use despite social or interpersonal Continued use despite social or interpersonal problemsproblems

Repeated use resulting in failure to fulfill Repeated use resulting in failure to fulfill obligations at work, school, and/or homeobligations at work, school, and/or home

Repeated use resulting in physically Repeated use resulting in physically hazardous situationshazardous situations

Use resulting in legal problemsUse resulting in legal problems


Drug DependenceDrug Dependence

A person is dependent on a drug if it must be A person is dependent on a drug if it must be used to provide a specific health benefit. used to provide a specific health benefit. Physical dependence is not always a sign of Physical dependence is not always a sign of addiction.addiction.


Drug AbuseDrug Abuse

Drug abuse is the use of illegal drugs or the Drug abuse is the use of illegal drugs or the misuse of prescription and over-the-counter misuse of prescription and over-the-counter drugs. drugs.


Abuse CriteriaAbuse Criteria

Tolerance for a drugTolerance for a drug Withdrawal symptomsWithdrawal symptoms Difficulty in controlling drug useDifficulty in controlling drug use Negative consequences from drug useNegative consequences from drug use Significant time or emotional energy spent Significant time or emotional energy spent

seeking drugsseeking drugs Neglecting regular activitiesNeglecting regular activities Desire to cut down on the use of a certain Desire to cut down on the use of a certain

drugdrug


Drug AddictionDrug Addiction

Drug addiction is the compulsive use of a Drug addiction is the compulsive use of a substance despite its negative and sometimes substance despite its negative and sometimes dangerous effects. dangerous effects.


Symptoms of Alcohol AbuseSymptoms of Alcohol Abuse

Craving – a strong urge or need to drinkCraving – a strong urge or need to drink Loss of control – not being able to stop Loss of control – not being able to stop

drinking once it has begundrinking once it has begun Physical dependence – withdrawal Physical dependence – withdrawal

symptoms, such as shakiness, nausea, symptoms, such as shakiness, nausea, sweating, and anxiety occur after drinkingsweating, and anxiety occur after drinking

Tolerance – the need to increase the amount Tolerance – the need to increase the amount of alcohol taken in to get the same effectof alcohol taken in to get the same effect


Probing for Possible AbuseProbing for Possible Abuse

““On any single occasion in the last 3 months, On any single occasion in the last 3 months, have you had more than five drinks containing have you had more than five drinks containing alcohol?”alcohol?”


CAGE QuestionnaireCAGE Questionnaire

C – Have you ever felt that you needed to C – Have you ever felt that you needed to cut cut down down on on your drinking?your drinking?

A – Have people annoyed you by criticizing A – Have people annoyed you by criticizing your drinking?your drinking?

G – Have you ever felt bad or guilty about G – Have you ever felt bad or guilty about your drinking?your drinking?

E – Eye opener: Have you ever had a drink E – Eye opener: Have you ever had a drink first thing in the morning to steady your first thing in the morning to steady your nerves or get rid of a hangover?nerves or get rid of a hangover?


Summary of ScenarioSummary of Scenario

Medical assistants are responsible for being Medical assistants are responsible for being team playersteam players

Arrive on time and avoid being absent from Arrive on time and avoid being absent from workwork

Put the patients firstPut the patients first Do not allow personal problems to interfere with Do not allow personal problems to interfere with

workwork Project a professional appearanceProject a professional appearance Discuss problems with supervisors before they Discuss problems with supervisors before they

escalate and become out of controlescalate and become out of control


Closing CommentsClosing Comments

Patients expect and deserve professional Patients expect and deserve professional behaviorbehavior

Show compassion, caring, and consideration Show compassion, caring, and consideration to patients and visitors in the officeto patients and visitors in the office

Earn the respect of co-workersEarn the respect of co-workers Become an indispensable team player in the Become an indispensable team player in the

medical officemedical office Trust helps to prevent medical liability casesTrust helps to prevent medical liability cases

professional behavior in the workplace

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