1. Unit 3

2. Introduction The health care industry is unique in many ways. This industry requires certain personal and professional characteristics, attitudes, and rules of appearance that apply to all health care workers.

3. Introduction  41% of employers more often promote people who dress better  Sixty-four percent of employers surveyed banned flip flops  35% of companies have sent employees home for unsuitable attire (Source: CareerBuilder.com)

4. Introduction  Research shows that within 20 seconds to 4 minutes, people form an impression about another person based mainly on appearance

5. Personal Appearance  Promoting Good Health  Health care involves promoting health and preventing disease  In order for health care workers (HCW) to promote health, they should present a healthy appearance themselves.

6. Personal Appearance  Health Practices for HCW’s  Diet  Rest  Exercise  Good Posture  Avoid use of Alcohol, Tobacco & Drugs

7. Personal Appearance  Uniform  A uniform may be required for your health occupation  Neat, well-fitting, clean, free of wrinkles  Undergarments should be appropriate and not be seen

8. Personal Appearance  Clothing  Professional clothing may be required in place of uniform  Clean, neat, in good repair  Should allow for freedom of body movement  Style should be appropriate for position

9. Personal Appearance  Identification Badge  Follow facility’s policy  Must be visible  Report if lost or stolen  Update as needed

10. Personal Appearance  Shoes  White shoes frequently required, depending on position  Should fit well and provide good support  Low heels  Non absorbent material

11. Personal Appearance  Shoes  Wear clean, white socks, stockings that are in good repair  No Crocs, tennis shoes, sandals  Must have closed toe and closed heel  Non-skid sole

12. Personal Appearance  Personal Hygiene  HCWs work in close contact with others  Control body odor  Daily bath/shower  Deodorant/Antiperspirant  Good oral hygiene  Clean undergarments

13. Personal Appearance  Personal Hygiene  Avoid strong odors  Some odors can be offensive, others can cause reactions in some individuals – can even be life- threatening! Examples: Tobacco, perfumes, scented hair sprays, aftershave lotions

14. Personal Appearance  Personal Hygiene  Nails  Keep short and clean  Hold palms at eye level; if you can see your nail then they are too long!  Long or untrimmed nails can cause injury to patients and tear gloves

15. Personal Appearance  Personal Hygiene  Nails are significant infection control risk if not kept at proper length and properly cared for  No nail polish (some allow clear)  Hides dirt  Chips  Not professional

16. Personal Appearance  Personal Hygiene  No acrylic nails - increase risk of fungal diseases and possibly bacterial diseases  Hand lotion is recommended to keep hands from drying  Wash hands!

17. Personal Appearance  Personal Hygiene  Hair  Clean, neat, natural color  Must be pinned up and NOT touch collar  Must not block vision  Must not contaminate work space

18. Personal Appearance  Personal Hygiene  Jewelry  Usually NOT permitted with uniform  Can cause injury  Can transmit pathogens  Exceptions: Watch, wedding ring, ONE post set of earrings in earlobe

19. Personal Appearance  Personal Hygiene  No dangling earrings  No body jewelry permitted – No exceptions  Jewelry poses a high danger for injury and transmission of pathogens

20. Personal Appearance  Personal Hygiene  Body Art  No visible tattoos allowed on health care workers in many facilities  Tattoos must be covered if on visible body part

21. Personal Appearance  Personal Hygiene  Makeup  Avoid excessive makeup  Makeup should create natural appearance and add to professional look  Should not be distracting

22. Personal Appearance  Personal Hygiene  Summary  Know the policies and procedures of your facility  Follow established policies to avoid disciplinary action  ALWAYS maintain neat, clean, professional appearance

23. Personal Characteristics  Health care workers must have certain characteristics and attitudes to be successful.  These characteristics and attitudes are always developing.

24. Personal Characteristics  Empathy  The ability to identify with and understand another person’s feelings, situation and motives  Empathy must be adjusted, depending on the situation (pediatric patient vs. elderly)

25. Personal Characteristics  Honesty  To be truthful and have integrity  Integrity: “doing the right thing,” being sincere  Trust from your patients and coworkers is critical for success

26. Personal Characteristics  Dependability  To be reliable; place confidence in  Be prompt when reporting to work (school) and maintain a good attendance record  Perform assigned tasks on time and to the best of your ability

27. Personal Characteristics  Willingness To Learn  Changes may occur in your health care setting because of research, new inventions, and technological advances  Be willing to learn and adapt to changes

28. Personal Characteristics  Willingness To Learn  Changes may involve additional education to remain competent (employed)  Have a positive attitude toward life-long learning

29. Personal Characteristics  Patience  The ability to remain calm, rational and empathetic, regardless of situation  You must be tolerant and understanding at all times  Must control temper

30. Personal Characteristics  Patience  Must learn how to deal with frustration and overcome any obstacles  Failure to have adequate patience can be career ending

31. Personal Characteristics  Acceptance of Criticism  Accept criticism and learn from it  Criticism may come from patients, employers, co-workers  Not all criticism is bad (feedback)  Everyone has room to improve in their job performance

32. Personal Characteristics  Enthusiasm  Being eager, looking forward to, or excited about something  Enjoy your work and display a positive attitude  Enthusiasm is contagious  Improves your work performance and encourages others to do the same

33. Personal Characteristics  Enthusiasm  Concentrate on the positive and negatives will be minimized  Make certain your enthusiasm is appropriate – given the situation

34. Personal Characteristics  Self Motivation  The ability to begin or follow through with a task  Determine things that need to be done and do them – without being told  Set goals and ways to reach them

35. Personal Characteristics  Tact  The ability to say or do the kindest and most fitting thing in a difficult situation  All individuals have a right to their own feelings and these feelings should not be judged

36. Personal Characteristics  Tact  Show consideration of the feelings of others  Follow established policies and procedures – ALWAYS  Requires patience and preparation in many cases

37. Personal Characteristics  Competence  The ability to be qualified and capable of performing a task  Rely on your education and training (mentors)  Follow established policies and procedures

38. Personal Characteristics  Competence  Strive to be the best at all you do  Know your limits  Do not be afraid to ask for help/guidance (do not abuse this)  Competence instills confidence!

39. Personal Characteristics  Responsibility  To be held accountable for your actions  Others (patients, co-workers) must be able to rely on you  Do what you’re supposed to do  “Everyone else was doing it.” NO!

40. Personal Characteristics  Discretion  The ability to use good judgment in what you say and/or do  Confidential information  Do NOT discuss medical information unless authorized to do so

41. Personal Characteristics  Discretion  Patients have a right to confidentiality – punishable by your license if violated  Be discreet in all you do with regard to patient care as to not violate patient rights

42. Personal Characteristics  Team Player  Having an ability to work well with others  Don’t have to like, but do have to work together  Each member of a team may have different responsibilities

43. Personal Characteristics  Team Player  Ensure that your responsibilities are completed as they should be so the team, or patient care, will not suffer as a result  Work together toward a common goal – providing best patient care

44. Effective Communication  Health care workers must be able to relate to patients, their families, co-workers and other professionals  Good communication skills are essential

45. Effective Communication  Health care workers must be able to relate to patients, their families, co-workers and other professionals  Good communication skills are essential

46. Effective Communication  Communication occurs in two ways:  Verbal – spoken or written  Nonverbal – Facial expressions, body language, touch

51. Effective Communication  Three essential components of communication:  Sender – creates message  Message – information, idea thought  Receiver – receives message from sender

52. Effective Communication  Factors that interfere with effective communication:  Message must be clear and concise – terminology used in health care is not always understood by those not in health care

53. Effective Communication  Factors that interfere with effective communication:  Message must be clear and concise – use terms that the patient and/or family can understand; “blood test,” “pee,” “listen to your chest”

54. Effective Communication  Factors that interfere with effective communication:  Message delivery– avoid meaningless terms; “you know,” “all that stuff,” “um”  Tone and pitch can change message meaning

55. Effective Communication  Factors that interfere with effective communication:  Message delivery– rate or speed of delivery can affect message; too fast – message may not be understood; too slow – receiver may “tune out”

56. Effective Communication  Factors that interfere with effective communication:  Message delivery– if message is written:  Correct spelling  Correct grammar/punctuation  Not too short/not too long

57. Effective Communication  Factors that interfere with effective communication:  Message delivery– make sure your patient is able to understand message; not medicated or distracted

58. Effective Communication  Factors that interfere with effective communication:  Message delivery– make certain there is not a language barrier when communicating message to your patient

59. Effective Communication  Factors that interfere with effective communication:  Message delivery– if you are unclear as to whether your patient received the message have them repeat it to you.

60. Effective Communication  Factors that interfere with effective communication:  Message delivery– interruptions must be avoided in order for message to be received and understood

61. Listening  To pay attention; to make an effort to hear and comprehend what other person is saying

62. Listening  Show interest and concern  Be alert  MAKE EYE CONTACT  Avoid interrupting the speaker  Let speaker know you are listening by your response; repeat important points heard

63. Listening  Observe for actions that may contradict what person (patient) is saying: “I’m not worried about this surgery.”  Repeat statement(s) to speaker in an attempt to allow them to elaborate

64. Nonverbal Communication  Use of facial expressions, body language, gestures, eye contact, touch  Be aware of not only your patient’s nonverbal behavior, but also your own

65. Nonverbal Communication  Many times touch can convey just as effective a message as spoken words  Touch of hand, pat on back, firm handshake, hug  Touch may not always be appropriate (situation, culture)

66. Barriers to Communication  Something that gets in the way of effective communication  Three common barriers:  Physical disability  Psychological attitudes/prejudice  Cultural diversity

67. Barriers to Communication  Three common barriers:  Physical disability  Deaf or hearing impaired  Blind or visually impaired  Aphasic (inability to speak) or speech impaired

68. Barriers to Communication  Three common barriers:  Psychological barriers  Prejudice  Attitudes  Stereotypes

69. Barriers to Communication  Three common barriers:  Cultural diversity  Culture consists of values, beliefs attitudes and customs  Beliefs related to illness  Beliefs related to treatment

70. Barriers to Communication  Three common barriers:  Cultural diversity  Language barriers  Translator  Eye contact and/or handshaking may be disrespectful in some cultures

71. Barriers to Communication  Three common barriers:  Cultural diversity  Touch  Some cultures touch can be seen as disrespectful or perhaps inappropriate

72. Teamwork  Teamwork consists of many professionals with different levels of education, ideas, backgrounds and interests working together for good of the patient.

73. Teamwork  Team Members:  Admitting clerk  Insurance Representative  Nurse  Physician  Housekeepers

74. Teamwork  Team Members:  Medical Supply Personnel  Dietician  Social Worker  Discharge Planner

75. Teamwork  Teamwork improves communication and continuity of care

76. Teamwork  Conflicts may arise as a result of several factors:  Personality differences  Education levels  Work habits  Differences of opinion

77. Teamwork  Conflicts MUST be resolved quickly and professionally  Conflicts MUST NOT affect patient care  You should address conflicts by meeting with person(s) you are having conflict with

78. Teamwork  If you feel you cannot meet with person(s) to resolve conflict, involve a supervisor/mediator  Avoid forming opposing “camps.” This is noticeable to patients and other staff and WILL affect patient care.

79. Teamwork  When EVERY member of the team participates fully and makes every effort to contribute, the team achieves success and the continuity of great patient care will not be affected

80. Time Management  System of practical skills that allows use of time in most effective way

81. Time Management  Helps prevent or reduce stress  Increases productivity  Provides a “plan” for your day  Puts you in charge of your activities

82. Time Management  In order to be effective in time management you must:  Keep daily activity log to document daily tasks  Determine patterns of activities and amount of time needed  Determine the most energetic time of your day

83. Time Management  In order to be effective in time management you must:  Document EVERYTHING  Organize task log  Schedule your day based on tasks to be completed (high energy)  Prioritize tasks

84. Time Management  In order to be effective in time management you must:  Set daily/weekly goals  When setting goals set a time limit and stick to it!  Write goals down and keep them with you

85. Time Management  If you fail to reach your goal:  Evaluate reasons why you did not reach goal and reassess plan  Was your goal unrealistic?  Time management is essential for success!

86. Leadership  The skill or ability to encourage people to work together and do their best to achieve common goals

87. Leadership MYTH: “Leaders are born.” Leaders:  Develop by own efforts  Ability to inspire others  Promote positive changes for the benefit of staff and patients

88. Leadership Characteristics of a Leader:  Respects rights, opinions and abilities of others  Works WITH a group  Provides guidance toward a goal  Understands own strengths and weaknesses

89. Leadership Characteristics of a Leader:  Displays self-confidence  Communicates clearly and effectively  Is self-motivated  Serves as example for others to follow

90. Leadership Characteristics of a Leader:  Shows optimism  Is open minded  Willing to compromise if needed  Praises others; give credit  Meets high standards and expects same from others (by example)

91. Leadership Types of Leaders:  Democratic  Laissez-faire  Autocratic

92. Leadership Types of Leaders: Democratic  Encourages participation and input from all  Makes decisions based on what is best for the group  Delegates responsibilities

93. Leadership Types of Leaders: Laissez-faire  Informal leader  Minimal rules and regulations  “Hands off” leader  Makes decisions only when forced to

94. Leadership Types of Leaders: Autocratic  Often compared to dictator  Makes all decisions  Will not delegate tasks to others  People follow leader for fear of punishment

95. End of Lecture