2 Ethical Roles and Responsibilities of a Health Care Worker Quality health care workers show a commitment to certain values.Each person determines how values are reflected in their day to day actions.But the employer describes what values are important and how to reflect them while working. These values are found in the employee handbook or policy and procedure book.
3 Value IndicatorsDignityServiceExcellenceFairness/Justice
4 DignityWhen you are honest, truthful, trustworthy, sincere and respectful of others.Work to the best of your ability.Communicate through listening actively, being positive, showing understanding and respecting all people.
5 ServiceResponding to patients/clients and co-workers with an understanding of their unique needs.Show kindness and patience.Means making comments that are positive, courteous, and helpful.
6 ExcellenceTaking responsibility for yourself, your team’s decisions, and the results.Adapt to changing needs by learning new skills, knowledge, and behaviors that encourage continuous improvement.Accepting and seeking feedback help you improve your performance excellence.
7 Fairness/JusticeTreat all people with mutual respect and provide the same dignity, service and performance excellence regardless of the patient's race, beliefs, ethnic background, or financial resources.Use supplies and available resources effectively to provide appropriate care and a safe environment for everyone.
8 CODE OF ethics-A CODE OF CONDUCT REPESENTING IDEAL BEHAVIOR FOR A GROUP OF PEOPLE.-ALL HEALTH CARE WORKER OBSERVE THE CODE OF ETHICS.
9 Dignity KNOW YOUR LIMITATIONS BE SINCERE Know what you are trained to doKnow what you are capable of doingBE SINCEREAlways be honest/trustworthy in performing your dutiesDo NOT solicit gifts or additional moneyExpect your salary in return for your workBE WELL GROOMEDWear name badgeNever wear perfume/trigger an allergic reaction
10 SERVICE BE A GOOD CITIZEN BE CARING Respond to the needs of others Demonstrate concern for meeting those needsBE CARINGTry to understand the unique needs of othersRespond quickly and effectively to problems that arise while you are working
11 Excellence Be accountable Seek out and use feedback from others to learn.Take responsibility for yourself and your team’s actions, decisions and resultsBe informedLearn from your experiencesSeek growth and development opportunitiesFollow the rules and regulationsRead the policy manual & procedure manualPractice Standard Precautions and the Bloodborne Pathogen Rule
12 FAIRNESS/JUSTICE BE LOYAL RESPECT THE PRIVACY OF OTHERS To patient/clients, co-workers, and your employer.Always project a positive attitude toward the institution where you are employedRESPECT THE PRIVACY OF OTHERSAlways keep privileged information about any personal or private matter confidential
13 Responsibility of an Employee Employees are required to assume certain responsibilities.Which include; being dependable, honest, and well groomed; displaying a good attitude; and following the rules and regulations of the organization.
14 Dignity COMMUNICATE EFFECTIVELY Express ideas, information, and view points clearly.Use active listening skills, and seek to understand others.Create and maintain positive working relationships.Understand and respect differences in people.Be supportive of others’ success when they do well.
15 SERVICE HAVE A GOOD ATTITUDE Be willing to help your co-workers Be aware of your body language and facial expressions, and reflect a positive outlookBe respectful by changing your behavior when it appears to irritate othersWork effectively under pressure
16 Excellence Be dependable Be on time Report in when you arrive Report to the person taking care of your assignment prior to leaving your areaDo your job to the best of your abilityCall your supervisor ahead of time on those few occasions when you are unable to be at work
17 FAIRNESS/JUSTICE BE HONEST Never clock in or out for another person. Never take anything from the facility that is not yours.Never say that you have completed a task when you have not.Work with commitment and enthusiasm to improve the care patients/clients receive.
18 Patient and/or Customer Satisfaction …is an essential element in providing effective health care.Demonstrating the values of service and excellence helps patients, their families and their friends feel satisfied with their care.Satisfactions does not always mean that people get want they want, however. It does mean they receive the very best care available and that the care is given with respect and with a sincere attitude.
20 Patient or Customer Satisfaction Each patient/client is fully informed about the service provided by being told:what is neededwhy it’s neededwho will provide the servicewhen it will be providedhow it will be provided
21 Communication Objective Demonstrate open, honest and respectful communication.Present ideas, information, and viewpoints clearly, both verbally and in writing.Listen actively and seek to understand others.Anticipate and strive to understand the unique needs of the patient.Tailor each interaction to the specific needs of the person and/or situation.Seek growth and developmental opportunities for yourself and others.Adapt to changing needs by acquiring new skills, knowledge, and behaviors.Learn from your experiences.
22 Service ~ ExcellenceWelcome patients, family members, and visitors in a warm, friendly manner.Listen to and communicate with one another and the people you serve.Have respect for each person's privacy, comfort, and dignity.Use good elevator manners.Provide a safe, clean environment.Anticipate the wants and needs of those served.Strive to do your best.
23 Behavior Introduce yourself to the patient & their family. Address the patent by Mr., Mrs. or Miss unless directed otherwise.Make eye contact and smile.Explain who you are and what you do.LISTEN.Wear your name badge.Adhere to the dress code.Listen attentively. Do NOT interrupt.Address the person’s needs and take whatever action is necessary.-Address the patent by Mr., Mrs. or Miss unless directed otherwise.-Make eye contact and smile.-wear your name badge and adhere to the dress code.
24 BehaviorDo NOT argueTry to eliminate distractions when communicating with patients and families.Make sure patients understand their treatment or procedures.Encourage patients to ask questions.Respect patients confidentiality in all settings.Keep noise and conversation levels low.Interview patients in private.Close curtains and doors during exams.Remember to care for the whole person-body, mind, and spirit.
25 BehaviorUse the elevator as an opportunity to make a favorable impression. Be friendly.Remember confidentiality-do not discuss patients, their care, or any business on elevators.Be alert to unsafe conditions.Correct, warn and/or report safety hazards for immediate repair.Pick up and dispose of litter.Keep all areas neat, orderly, and clutter-free.
26 BehaviorBe aware and sensitive to the different cultures an religious beliefs of patients.Communicate any anticipated delays.Be prepared to address special needs, such as hearing impairments, language barriers and disabilities.Focus on education, comfort, and privacy needs at all times.Anticipate and provide appropriate comfort measures.
27 Behavior Identify better ways to serve patients and their families. Be a role model.Promoter cooperation and teamwork.Take opportunities to improve your skills.Seek out and constructively use feedback from others.Show appreciation and thank yourco-workers.
28 The Team ConceptDepends on every health care worker’s doing their part.Each member is an important part of the interdisciplinary team.Professional with different backgrounds, different education, and different interests all work together to provide appropriate quality care.
30 The Team ConceptThe registered nurse delegates duties to a team of licensed and unlicensed assistive personnel.The RN determines what tasks the members of the interdisciplinary team are assigned.The RN over sees health care workers from various departments and trains them to provide patient care and effectively delegates by using The 5 Rights of Delegation.
32 The 5 Rights of Delegation Right task ~ identifying an appropriatecaregiver-patient relationship2. Right circumstances ~ verifying that thecorrect patient setting and resources are available.Right person ~ Identifying who is trained and capable of doing the task.Right direction/communication ~ providinga clear, short description of the task andclarifying limitations and the expected result.5. Right Supervision ~ providing appropriate monitoring, assistance, and feedback.
33 NOTE: It is the team effort of all health care workers that provides service to the patient/client.
35 Legal Roles and Responsibilities of a Health Care Worker Patient/clients have rights that represent moral and ethical issues which are legislated by both federal and state governments.It is the health care worker’s responsibility to recognize the importance of treating patients/clients with dignity.
36 Legal Roles and Responsibilities of a Health Care Worker A list of rights if meaningless unless the person working with the patient understands and follows them.All health care workers must commit to giving the best possible care.All health care workers are bound to provide care as it is stated in the Patient’s /Client’s Bill of Rights
37 Patient Bill of Rights First adopted by American Hospital Association in 1973- revised in Oct. 1992 The patient has the right to considerate and respectful care.The patient has the right to and is encouraged to obtain from physicians and other direct caregivers relevant, current and understandable information concerning diagnosis, treatment, and prognosis.The patient has the right to make decisions about the plan of care prior to and during the course of treatment and to refuse a recommended treatment or plan of care to the extent permitted by law and hospital policy and to be informed of the medical consequences of this action.The exceptions are emergencies. When the patient lacks decision-making capacity and the need for treatment is urgent the patient is entitled to the opportunity to discuss and request information related to the specific procedures and or treatments, the risks involved, the possible length of recuperation, and the medically reasonable alternatives and their accompanying risks and benefits.
38 Patient Bill of Rights4. The patient has the right to have an advance directive concerning treatment or designating a surrogate decision maker with the expectation that the hospital will honor the intent of that directive to the extent permitted by law and hospital policy.5. The patient has the right to every consideration of privacy.6. The patient has the right to expect that all communications and records pertaining to their care will be treated as confidential by the hospital, except in cases such as suspected abuse and public health hazards when reporting is permitted or required by law. The patient has the right to expect that the hospital will emphasize the confidentiality of this information when it releases it to any other parties entitled to review information in these records.The exceptions are emergencies. When the patient lacks decision-making capacity and the need for treatment is urgent the patient is entitled to the opportunity to discuss and request information related to the specific procedures and or treatments, the risks involved, the possible length of recuperation, and the medically reasonable alternatives and their accompanying risks and benefits.
39 Patient Bill of RightsThe patent has the right to review the records pertaining to their medical care and to have the information explained or interpreted as necessary, except when restricted by law.The patient has the right to expect that, within its capacity and policies, a hospital will make reasonable response to the request of a patient for appropriate and medically indicated care and services.9. The patient has the right to ask and be informed of the existence of business relationships among the hospital, educational institutions, other health care providers, or payers that may influence the patient’s treatment and care.The exceptions are emergencies. When the patient lacks decision-making capacity and the need for treatment is urgent the patient is entitled to the opportunity to discuss and request information related to the specific procedures and or treatments, the risks involved, the possible length of recuperation, and the medically reasonable alternatives and their accompanying risks and benefits.
40 Patient Bill of RightsThe patient has the right to consent to or decline to participate in proposed research studies or human experimentation affecting care and treatment or requiring direct patient involvement, and to have those studies fully explained prior to consent.The patient has the right to expect reasonable continuity of care when appropriate and to be informed by physicians and other caregivers of available and realistic patient care options when hospital care is no longer appropriate.The patient has the right to be informed of hospital policies and practices that relate to patient care, treatment, and responsibilities.The exceptions are emergencies. When the patient lacks decision-making capacity and the need for treatment is urgent the patient is entitled to the opportunity to discuss and request information related to the specific procedures and or treatments, the risks involved, the possible length of recuperation, and the medically reasonable alternatives and their accompanying risks and benefits.
41 Hospitals have many functions to perform, including the enhancement of health status, health promotion, and the prevention & treatment of injury and disease; the immediate and ongoing care and rehabilitation of patients: the education of health professionals, patients, and the community; and research. All of these activities must be conducted with an overriding concern for the values and dignity of patients.Patient Bill of Rights
42 Natural Death Guidelines Living Will ~ provides a way for a person to express their desire for or against extraordinary measures that could prolong life. A LW takes effect while a person is still alive. Legal assistance may be necessary to ensure that it is interpreted in the way it was intended.Health Care Power of Attorney (HCPOA) ~ authorizes a person to make health care decisions for an individual if they are unable to do so. Can cover any health care decision; such as temporary unconsciousness or in case of diseases like Alzheimer’s that affect decision making.Durable Power of Attorney for Health Care (DPAHC) ~ the document is signed, dated, and witnessed paper, naming an authorized person to make medical decisions for the individual if they are unable to make them. It also includes instruction about treatment to avoid.
43 Ombudsmanis a social worker, nurse, or trained volunteer who makes certain that the patient/client is not abused and that the person’s rights are secure.
44 Controls on Health Care Workers Licensure - governmental agency oversees the individual meeting the qualification for a particular occupation.Certification - given for recognition. Guidelines must be met, equals licensure.Registration – a list of individuals on a official record who meet the qualifications for an occupation.
45 Legal Terms and Boundaries AssaultBatteryInformed ConsentCrimeLibelSlanderFalse ImprisonmentFelonyInvasion of privacyMalpracticeNegligence
46 Privileged communication Reasonable careSexual harassmentA WillReportable incidents and conditions
48 Confidentiality It means secret. Health care workers are obligated to protect and keep all patient/client information confidential.A good rule is to discuss a patient/client only when the discussion affects their care in some way.A medical facility, physician, or a health care worker can be fined, sued , or lose their gob for sharing any information about patients/clients with others, including family members.
50 Policies and Procedures Successful health care workers are familiar with their employer's policies and procedures. Each facility has a policy manual that explains their rules and regulations:Holiday and vacation policyInsurance and sick leave benefitsAll other information concerning the operation of that businessA procedure manual explains the step-by-step method of performing tasks, including:How to take a temperatureHow to fill out formsHow to package and wrap trays
51 Summary----BoundariesConfidentialityPolicies are guidelinesComplete tasks