1. Professionalism in Healthcare
HS275

2. Syllabus – Let’s Review
You may contact me ANYTIME at
AIM ID = ssimmons125
Course Outcomes:
Complete a professional portfolio
Cover letter
Resume
Follow-Up Thank You letter
Sample Interview Questions/Answers
Discuss the importance of professional appearances, communication, and understanding of employer expectations.
Discuss the role of diversity in the medical setting

3. Syllabus – Let’s Review
Flex Seminar format. This means that you may attend the seminar for the section of HS275 that you are enrolled in (which would have myself, leading the seminar), or you can choose to attend the seminar for any of the other HS275 sections (which means another instructor would be leading your seminar). Remember, there are ONLY 2 TOTAL SEMINARS FOR HS275. These will take place during Unit 1 and Unit 4.
Seminars for HS275 will be offered on the following days & times:
Course Calendar in the Syllabus will tell you what activities you will be required to participate in and complete for each unit…PLEASE REVIEW!
Unit 1 = Introductions, Readings in Kinn text, Discussion Question, Seminar, Exercise, Quiz
Review Grading Rubric for Assignments, Seminars, and Projects in Syllabus. Please me if you have any questions.
We’re on this journey together!!! 

4. Grading Criteria/Course Evaluation
If you have extenuating circumstances that prevent you from completing course assignments/exams by the specified deadline, please contact me at as soon as possible—prior to the assignment/exam/quiz due-date unless prevented from doing so by emergency circumstances.

5. Announcements
Please read your announcements weekly…but, also check for new announcements each time you log into the classroom
Announcements will contain information on projects
Announcements will contain hints and fun facts
Announcements will keep you informed

6. Discussion Questions Rubric in Syllabus
Post an initial response to the question by Saturday night at 11:59pm EST
Post at least 2 peer responses by Tuesday night at 11:59pm
Use References where appropriate with APA formatting
Responses should contribute to the quality and advancement of the discussion
All responses must be in complete sentences
Initial responses should be approximately 100 words and responses to fellow classmates a minimum of 50 words
This is your time to share ideas and experiences. This is where you will make the most of your learning!

7. Professional Behavior in the Workplace
Chapter 4
Professional Behavior in the Workplace

8. What does PROFESSIONALISM mean?
Exhibiting a courteous, conscientious, and generally businesslike manner in the workplace
Conforms to the technical or ethical standards of a certain profession (i.e. professionalism for Medical Office Managers encompasses the standards of dealing with patients and families)

9. Why is Professionalism Important?
Patients and families/significant others expect medical personnel to be professional
Patients place their trust and confidence in those they deem to be professional

10. Characteristics of Professionalism
Loyalty
Dependability
Courtesy
Initiative
Flexibility
Credibility
Confidentiality
Attitude

11. Obstructions to Professionalism
Sometimes, it is difficult for individuals to be professional. Obstructions to professionalism include:
Personal problems and baggage
Rumors and ‘the Grapevine’
Personal phone calls and business
Office politics
Procrastination

12. Professional Attributes
Professional attributes include:
Teamwork
Time management
Prioritizing
Goal setting

13. Documentation When documenting medical information: Write legibly
Be complete
Stat facts, no opinions
Never use sarcastic language

14. Work Ethic A person with a good work ethic: Arrives on-time
Is rarely absent
Has a strong work output
Is honest
Is able to solve ethical problems
Has character that is above reproach

15. COMMUNICATE COMMUNICATE COMMUNICATE!!!!!!!
Communication
The success of any business is related to its ability to communicate effectively.
COMMUNICATE COMMUNICATE COMMUNICATE!!!!!!!

16. Let’s Brainstorm…
How can we communicate effectively???

17. Interpersonal Skills and Human Behavior
Chapter 5
Interpersonal Skills and Human Behavior

18. The Patient’s Perception
The medical assistant’s interpersonal skills help to set the tone of the office.
The patient’s perception of the physician’s office and the staff members is critically important.
Perception may not be accurate at all times, but what the patient perceives is just as important as what is actually happening.

19. First Impressions
FIRST IMPRESSIONS are lasting ones!

20. First Impressions
First impressions are more than physical appearance or dress.
Opinions formed in the first few moments of meeting last much longer in our thoughts than the actual time we spend with a person we have just met.
The first impression includes attitude, compassion, and the smile!

21. Introductions Always introduce yourself to patients Smile
Wear a name badge
Show the patient around the office
Introduce other staff members to the patient
Put the patient at ease

22. Communication Paths VERBAL COMMUNICATION Depends on words and sounds
Do not interrupt a person who is speaking

23. Verbal Communication… Let’s Brainstorm….
What things are important during verbal communication with another person?

24. Verbal Communication Speak clearly and enunciate properly
Vary the pitch of the voice
Use appropriate volume
Speak at an audible level
Make eye contact
Speak in an animated fashion
Show concern
Speak with a smile

25. Tone of Voice in Verbal Communication
The tone of voice is very important in verbal communication.
Never be sarcastic.
Never be rude.
Never make an inappropriate remark and follow it by saying “I was just kidding.”
Take care not to hurt anyone’s feelings with words or phrases.

26. Listen to Patients Allow patients to talk and express their concerns.
Do not offer personal information about your own life and problems.
Share only positive experiences, and then, only briefly.
Do not burden the patient with your problems at any time!

27. What Prevents us from Listening?
Our own thoughts distract us.
Situations in our lives make it hard to listen sometimes.
Conversation seems meaningless and unimportant.
Too many messages coming in at once.
Emotions, such as anger, render us unable to listen.
Exhaustion makes listening difficult.
We have prejudged the speaker and feel there is no need to listen.

28. Nonverbal Communication
Nonverbal communications are messages that are conveyed without the use of words. Transmitted by:
Body language
Gestures
Mannerisms
Eye movement

29. Body Language Involved: Eye contact Facial expression Hand gestures
Grooming
Dress
Space
Tone of voice
Posture
Touch

30. Appearance The successful medical assistant expresses: Self-esteem
Confidence
Pleasant facial expressions
Caring attitudes

31. What Can Touch Mean? Or not to touch.... To touch...
Touch, in the medical profession, can be comforting, can be offensive, or can promote a sexual harassment lawsuit.
To touch...
Or not to touch....
So, what do we do???

32. Avoid Claims of Battery
Be very careful when touching a patient.
Non-consensual touching can be considered battery in today’s litigious society.
HOWEVER, the medical assistant SHOULD NOT be afraid to touch patients in an APPROPRIATE manner.

33. Posture and Positioning
Can signal:
Depression
Anger
Excitement
Fear
An appeal for help

34. Paraphrasing
Paraphrasing is important in allowing the speaker to know that we have understood what he/she is trying to say:
Listen to what the sending is communicating
Restate the thought communicated in different words to confirm that the receiver has understood the message as the sender intended it

35. Ask Open-Ended Questions
Can you explain what the pain feels like?
When did you first notice these symptoms?
What are you usually doing when you have symptoms?
What do you think is causing the symptoms?

36. Observe Carefully
Watch for signals from patients, such as tears, sad expressions, or volatile temper.

37. Dealing with Conflict
Conflict is the struggle resulting from incompatible or opposing needs, drives, wishes or external or internal demands.

38. DOES CONFLICT ALWAYS HAVE TO BE RESOLVED WITH ONE COMMON ANSWER???
Conflict can…
Be beneficial to relationships
Be constructive
Allow people to learn about each other
Promote stronger understanding
Promote deeper levels of intimacy
DOES CONFLICT ALWAYS HAVE TO BE RESOLVED WITH ONE COMMON ANSWER???

39. Communicating with Those from Other Cultures
Treat them as you would wish to be treated
Overcome language barriers
Be patient when communicating
Encourage patients to bring a translator, if necessary
Understand the nonverbal communications of other cultures

40. Questions??