1. Chapter 7 Professionalism in health careBy
Jahangir Moini, M.D., M.P.H.
and
Morvarid Moini, D.M.D., M.P.H.

2. Overview Professionalism is of the utmost importance
This means caring competence
Helps ensure patient confidence about treatment
Everyone represents their health care team
Primary goals:
Consistent quality of care
Customer satisfaction

3. Professionalism
Developed with skill, training, judgment, and behavior to perform a job well
Communicates understandable:
Knowledge
Diagnoses
Treatment options
Includes:
Confidentiality
Continuity
Compassion
Honesty
Trust

4. Professionalism Hard skills Soft skills (people skills)
Technical and operational abilities in your field
Coding, scheduling, interviewing, taking vital signs
Soft skills (people skills)
What you do that enhances performance
Integrity, dependability, patience, good attitude

5. Figure 7-1: A medical assistant taking a patient’s blood pressure

6. Professionalism Altruism: concern for patient and provider welfare
Understanding beliefs, cultures, and perspectives
Remain objective rather than emotional with patients who are
Upset
Rude
Angry
Fearful
In pain

7. Professional behavior
Good attitude, caring competence
When patients are dissatisfied:
Poor outcomes are more likely to occur
Good health care increases patient loyalty
Excellent job attendance
Being on time

8. Communication Careful observing, listening, writing, and speaking
Always required, and involves:
Politeness
Respect
Tact
Good communication affects all health professions

9. Respect for patients Patient autonomy:
Capacity to make decisions based on their own reasons and motives
Also called self-determination
Information allows making informed choices
Patient care must be based on individual needs

10. Respect for patients Confidentiality is crucial
Care must be sensitive to the patient’s culture
Health care professionals must be patient advocates

11. Comprehension How we learn, process, and remember information
“Teach-back” methods
Used to ensure patients comprehend communications
Always observe and listen closely
Ask questions regularly
Continually educate yourself about your job

12. Professional distance
Must be kept between health care workers and patients
Demonstrates professionalism
Patients are not personal friends
They are people you professionally serve
Not all patients can be pleased

13. Steps used in maintaining professional distance
Explanation
Addressing the adult patient
Use only the last name unless given permission to use a first name
Addressing the pediatric patient
It is okay to use the child’s first name
Friendliness
Always be friendly, but avoid excessive friendliness
Humor
Use only if tasteful and appropriate
Meeting outside the health care office
Do not meet patients outside the office unless you were previously acquainted before seeing them professionally
Money
Avoid giving or accepting money from the patient

14. Acceptance of constructive input
Take responsibility for actions at work
Accept constructive input properly, to improve
Attempts to counsel or advise, not insult
Never be defensive about it
Do not blame others

15. Growth Health care professionals must continually:
Learn
Improve
Be educated about latest advancements
Join related professional organizations
Continuing education units (CEUs):
Increase knowledge and practice

16. Judgment Critical thinking Good judgment is an essential skill
Decisions made based on analysis and evaluation
Good judgment is an essential skill
Be organized
Manage your time
Prioritize

17. Steps used in health care problem solving
Situational example
Identifying the problem
Identify what is wrong with the patient.
Identifying its effects
What effects are symptoms having on patient’s health?
Identifying the desired outcome and objectives
What is the goal of treating these symptoms?
Identifying possible solutions
Which treatments are likely effective?
Analyzing the possible solutions
What are possible results of treatment options?
Implementing the best solutions
How is treatment option best implemented?
Evaluating the outcome
Was the treatment totally, partially, or not effective? If not, what is the next option?

18. Persistence Work hard People rely on you to be persistent
Stay determined
Overcome many obstacles
Focus on completing work correctly
People rely on you to be persistent
Be proud, and try to achieve excellence
Ask others for help when it is needed

19. Teamwork Cooperation and assistance between workers
Increases patient and job satisfaction
Also increases likelihood of achieving goals
Health care professionals must assist each other
Avoid gossip, impatience, and rudeness

20. Figure 7-2: Two health care professionals working as a team

21. Cultural diversity Respect for cultures is important
Regardless of ethnicity
Learn about differences and similarities
Avoid any bias or stereotypes
Act as a patient advocate
On behalf of a patient or the patient’s family

22. Self-confidence Self-confident professionals put others at ease
Shows self-belief
Others will integrate better
Avoid overconfidence or excessive self-confidence
Acceptable self-confidence includes:
Being calm at all times
Making eye contact
Smiling

23. Empathy Identifying with another’s feelings
Even though you may have never had the same situation in your life
Demonstrates:
Sensitivity
Value of patient’s needs
Support

24. Empathy Recognize fear, anger, disappointment, grief
Imagine patient’s feelings
Explain perception of the feelings
Tell patient that feelings are legitimate
Respect how patient deals with the feelings
Offer support and partnership

25. Flexibility Assist others in getting the job done correctly
You may need to do something you are unfamiliar with
Ask for instructions and stay positive
Flexibility improves success of your team

26. Self-motivation
Your own focused motivation, to achieve your employer’s goals
Ask what else can be done
Where you can assist
What materials you can study
Caring about the organization makes you a valuable team member

27. Integrity and honesty Integrity Honesty
Following codes of laws and ethics
Demonstrating honesty and trustworthiness
No theft or cheating
Honesty
Tell the truth
Document your work time
Report others who are being dishonest
Admit mistakes and correct them

28. Enthusiasm Be passionate about your job Show initiative
Enthusiasm usually means better patient care
Show initiative
Performing tasks without having to be asked
Anticipate what needs to be done
Complete it correctly

29. Accountability Accountability for your own actions:
Part of accepting constructive input
Being self-critical in order to improve
Improves skills and effective working
Involves policies and processes that:
Justify actions and take responsibility

30. Appearance Communicates seriousness about work
Ensures confidence and respect
Conservative clothing and grooming is essential
Discouraged:
Tattoos, piercings, dangling earrings
Poor hygiene
Excessive perfume
Open-toed shoes
Excessively long hair

31. Figure 7-3: A professional appearance projects competence and increases the patient’s confidence

32. Stress management Manage stressors so that your work is unaffected
Stress is a normal part of life and work
Illness and disease may occur from unmanaged stress
Good stress (eustress) leads to positive reactions
Bad stress (distress) leads to negative reactions

33. Causes of stress Excessive demands Inability to say “no” to others
Disorderly or chaotic lifestyle
Unrealistic expectations
Being inflexible
Self-doubt
Taking constructive input or problems personally

34. Causes of stress Emergencies Physical signs of stress:
May be a regular part of work
Life-and-death situations are extreme causes
Physical signs of stress:
Agitation
Anxiety
Depression
Negative attitude

35. Causes of stress Death of a spouse or family member
Divorce or separation
Marriage or reconciliation
Hospitalizations
Loss of job, retirement, job change
Significant personal success (job promotion)
Problems at work

36. Causes of stress Sexual problems Having a baby
Children leaving or returning home
Significant financial changes
Substantial debit
Moving or remodeling your home

37. Coping with stress Show that you care but remain objective
Learn to recognize your stress triggers
“Unlearn” lifelong behaviors
Unhandled stress = overload or burnout
More stress eventually caused by:
Drinking
Drugs
Overeating

38. Coping with stress Simplify your life and work Use time management
Avoid procrastination
Say “no”
Set priorities
Make lists of necessary and less necessary items
Identify and reduce stressors
Devise ways to simplify or eliminate them

39. Coping with stress Divert focus away from stressors
Look at stressful situations as opportunities
Ask for social support
Take time to relax and renew every day
Pursue enjoyable activities
Take a break from stress

40. Personal health
Personal health must be good to provide quality care to others
Get adequate nutrition, exercise, and sleep
Diet must contain healthy foods to aid in:
Stress reduction
Proper weight
Better health

41. Personal health Aerobic activities strengthen your heart:
Running
Cycling
Swimming
Non-aerobic exercises – not as much oxygen:
Weight lifting
Climbing stairs

42. Group exercise Exercising with a friend or group is very motivational
Work out at least 3x per week
20 to 30 minutes each time

43. Figure 7-4: Group exercise

44. Personal health Adults usually need 8 hours of sleep per night
Factors that interfere with sleep:
Caffeinated beverages in afternoon or evening
Smoking – nicotine withdrawal occurs at night
Drinking alcohol with dinner
Foods that cause heartburn
Too much food consumed at dinner

45. Personal health Physiologic needs first, then psychological needs
According to Abraham Maslow:
Physical safety
Emotional security
Esteem and recognition
The ultimate need is achieving self-actualization
Fulfillment of your own potential

46. Personal hygiene Must be excellent
Patients’ first impressions are important
Be clean, well-groomed, properly dressed
Clothes clean, intact, well-pressed
Shoes clean, appropriate, well-polished
Jewelry must be plain and simple