1. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. A Primer for Career Success Professionalism in Health Care Chapter 1 Making A Commitment to Your Job

2. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. CHAPTER ONE Making a Commitment to Your Job "I'm a great believer in luck and I find the harder I work, the more I have of it." Thomas Jefferson, 3rd U.S. President, 1743-1826

3. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Chapter Objectives 1.Identify three factors that positively impact recognition as a health care professional. 2.List eight health care jobs that are important and require professionalism. 3.Explain the importance of a systems perspective.

4. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Chapter Objectives 4.Identify five factors that demonstrate a strong work ethic. 5.Differentiate between the terms accountable, reliable, and diligent. 6.Describe the attitudinal differences between optimists and pessimists.

5. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Chapter Objectives 7.Define corporate compliance, conflict of interest, and whistle blower. 8.Discuss the importance of confidentiality and HIPAA. 9.Identify how competence and scope of practice impact quality of care.

6. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Chapter Objectives 10.Define corrective action and list five behaviors that could result in job dismissal. 11.Explain the purpose of performance evaluations and list three ways to prepare for one. 12.Differentiate between objective and subjective evaluation criteria.

7. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Jobs that Require Professionalism -All patient care and behind-the-scenes jobs -All interactions with patients, visitors, vendors -Caregivers Workers who provide direct, hands-on patient care -Vendors People who work for companies with which your company does business -What might happen if you fail to take a professional approach to your job?

8. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. The Big Picture -Become aware of trends and issues in the health care industry -Gain both local and national perspectives -Professionals have a systems perspective Stepping back to view an entire process to see how each component connects with the others

9. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Fitting into the Big Picture in Health Care -Organizational chart Illustration showing the components of a company and how they fit together -Hierarchy A group of people or units arranged by rank

10. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Fitting into the Big Picture in Health Care -What impact does the performance of each individual have on the organization? -What could happen if you come to work impaired? -Impaired a reduced ability to function properly

11. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. The Importance of a Strong Work Ethic -Work ethic Attitudes and behaviors that support good work performance -Positioning your job as a high priority in life -Self-discipline, initiative, and motivation -Why do employers seek job applicants with a strong work ethic?

12. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Attendance and Punctuality -Importance of good attendance -Impact of attendance problems -What might happen if you don't show up for work on time every day? -Punctual Arriving for work on time

13. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Attendance and Punctuality -Corrective action Steps taken to overcome a job performance problem -Dismissal Involuntary termination from a job -Contingency plans A backup plan in case the original plan doesn’t work

14. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Reliability and Accountability -Reliable Can be counted upon; trustworthy -Accountable Accepts responsibility and the consequences of one’s actions -What might happen if you are unreliable?

15. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Reliability and Accountability -What might happen if you lack accountability? -Why do employers seek job applicants who are reliable and accountable?

16. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. The Importance of Following Through -“The buck stops here” attitude -Accepting work assignments -Insubordination Refusal to complete an assigned task -What might happen if you were insubordinate?

17. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Attitude and Enthusiasm -Impact of attitude in the workplace -Pessimists People who look on the dark side of things -Optimists People who look on the bright side of things -Perspective The manner in which a person views something

18. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Your Perspective -" A pessimist sees the difficulty in every opportunity. An optimist sees the opportunity in every difficulty." Winston Churchill, British Prime Minister, 1874-1965 Do you have an optimistic or pessimistic perspective? What might happen if workers display a pessimistic attitude?

19. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Quality of Work -Connection between competence and quality of work -Competence Possessing necessary knowledge and skills -Stagnant Without motion, dull, sluggish -Diligence Careful in one’s work

20. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Quality of Work -Commitment to quality -Managers rely on their subordinates to improve quality -Subordinates People at a lower rank -How do competence and diligence impact quality? -Why does having a stagnant career impede quality?

21. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Evaluating Job Performance -Performance evaluations Measurement of success in executing job duties -Objective and subjective evaluative criteria

22. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Evaluating Job Performance -Subjective Affected by a state of mind or feelings -Objective What is real or actual; not affected by feelings -Traits Characteristics or qualities related to one's personality

23. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Evaluating Job Performance -Why are performance evaluations important? -Which is better--evaluating job performance on objective or subjective criteria?

24. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. The Performance Evaluation Process -Probationary period A testing or trial period to meet requirements -360-degree feedback Feedback about an employee's job performance that is provided by peers, subordinates, team members, customers, and others who have worked with the employee who is undergoing evaluation

25. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. The Performance Evaluation Process -Peers People at the same rank -Why do employers use 360-degree feedback performance evaluations?

26. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. The Benefits of Performance Evaluations -Feedback on how well your supervisor thinks you function in your job -What you can do to increase your value to the organization -Identifies your goals for the coming year An object or end that one strives to attain, an aim

27. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Preparing for a Performance Evaluation -Keep a file and prepare all year -Review your job description and duties -Review the evaluation form and criteria -Get transcripts to document your learning

28. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Preparing for a Performance Evaluation -Gather awards, "thank you" notes -List goals and accomplishments -Complete a self-evaluation -Identify goals and action plans for next year

29. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Participating in a Performance Evaluation -Bring documentation -Listen carefully and take notes -Expect to hear positive and negative feedback

30. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Participating in a Performance Evaluation -Accept constructive criticism and learn from it -State your opinions clearly and objectively -Discuss "next steps" -Thank your supervisor for the feedback

31. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Compliance -Corporate compliance Acting in accordance with laws and with a company’s rules, policies, and procedures -Confidentiality Maintaining the privacy of certain matters

32. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Compliance -Conflict of interest An inappropriate relationship between personal interests and official responsibilities -Unethical A violation of standards of conduct and moral judgment -Sexual harassment Unwelcome, sexually oriented advances or comments

33. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Compliance -Hostile workplace An uncomfortable or unsafe work environment -What might happen if you are noncompliant at work?

34. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. HIPAA -Health Insurance Portability and Accountability Act of 1996; national standards to protect the privacy of a patient’s personal health information -Purpose, standards, and penalties

35. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. HIPAA -How does HIPAA affect your job? -How does HIPAA affect you as a patient? -What might happen if workers violate HIPAA standards?

36. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Scope of Practice, Licenses, and Certifications -Scope of practice Boundaries that determine what a worker may and may not do as part of his or her job -License A credential from a state agency awarding legal permission to practice; must meet pre- established qualifications

37. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Scope of Practice, Licenses, and Certifications -Certification A credential from a state agency or a professional association awarding permission to use a special professional title; must meet pre-established competency standards -Avoiding illegal and unethical acts

38. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Scope of Practice, Licenses, and Certifications -Whistle blower A person who exposes the illegal or unethical practices of another person or of a company -What is the scope of practice for your job? -Is a license or certification required? -Why are whistle blowers important?

39. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Representing Your Employer -Supporting your company’s mission and values -Corporate mission Special duties, functions, or purposes of a company -Corporate values Beliefs held in high esteem by a company -Importance of front line workers

40. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. Representing Your Employer -Front line workers Employees who have the most frequent contact with a company’s customers -Discretion Being careful about what one says and does -What might happen if front line workers lack discretion? -What is meant by, "You are the company you work for"?

41. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. CHAPTER REVIEW 1.Identify three factors that positively impact recognition as a health care professional. 2.List eight health care jobs that are important and require professionalism. 3.Explain the importance of a systems perspective.

42. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. CHAPTER REVIEW 4.Identify five factors that demonstrate a strong work ethic. 5.Differentiate between the terms accountable, reliable, and diligent. 6.Describe the attitudinal differences between optimists and pessimists.

43. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. CHAPTER REVIEW 7.Define corporate compliance, conflict of interest, and whistle blower. 8.Discuss the importance of confidentiality and HIPAA. 9.Identify how competence and scope of practice impact quality of care.

44. Professionalism in Health Care: A Primer for Career Success, 3e Sherry Makely Copyright ©2009 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All rights reserved. CHAPTER REVIEW 10.Define corrective action and list five behaviors that could result in job dismissal. 11.Explain the purpose of performance evaluations and list three ways to prepare for one. 12.Differentiate between objective and subjective evaluation criteria.