24. Is Professionalism
Instruction Necessary?
Up to 80% of group practice
physicians could be victimized
by embezzlers during their
careers, mostly involving
receptionists and office
managers who handle cash
before and after office hours.
The problem is often detected
when office personnel refuse
to take vacation or sick time
because they fear their
dishonest acts will be
discovered when they're away.
25. Is Professionalism
Instruction Necessary?
Video cameras reveal employees
stealing computers, office
supplies, syringes, drugs, and
patients’ possessions
Job applicants falsify their
information
Countless numbers of fraudulent
worker compensation claims
are filed ach year
Employees bring weapons to
work; arguments, fights,
workplace violence, and sexual
harassment becoming more
common at work
26. Importance of Professionalism
• Hard skills are important, but
employers hire, retain, and
promote for soft skills, also
known as people skills
• Health care employers seek
the “Best of the Best” and can
afford to be selective
• Top-notch technical skills are
worthless if people fail to show
up for work, steal from their
employer, or are rude to
patients, coworkers, or guests
27. The Need for Professionalism
• Employee theft, fraud, ethics
violations are very expensive
• High stress leads to
interpersonal conflict
• Conflict resolution skills and
professionalism instruction
top the list of needs surveys
• Applies to all workers
regardless of their job title,
education, credentials, or
years of experience
• Common ground in meeting
performance expectations
28. Session Description
Professional attitudes and behaviors are the keys
to success for all health care workers regardless
of job title, educational background, or years of
experience.
This session explores the role of professionalism
in health care and the personal characteristics,
attitudes, and behaviors which are essential in
developing and maintaining a professional
reputation.
29. Session Objectives
At the end of this session, you will be able to:
• Define professionalism and explain its
importance for students, faculty, and staff
• Describe how to recognize a health care
professional when you see one
• List the characteristics and behaviors that result
in a professional reputation
• Identify strategies for providing professionalism
instruction for students
30. Patient Satisfaction
• Work ethic is vital to quality
and service
• Customer service is the
differentiator among health
care competitors
• Patient feedback is now
transparent, public viewing
• Patient satisfaction scores
critical in health care finance
• HCAHPS scores will impact
Medicare reimbursement
31. Professionalism Instruction
• Hard-wires an individual’s
personal values, behaviors,
and attitudes with their
employer’s corporate mission,
goals, and standards of service
• Workers must see the big
picture and know where they
fit in
• Must understand the impact of
their behaviors and attitudes,
for better or worse
32. The Ripple Effect
It takes a long time to develop a
professional reputation, but
just a split second to lose it
• Stop and think before you act
• Everything you say and do
makes an impact for better or
worse
• Like tossing a pebble in a pond
• Some ripples you’ll notice, but
most you will not
• Your behavior makes an
impact well beyond your
ability to see it
33. Professionalism Defined
Recognition as a health care professional is something that has
to be earned—a reputation that’s developed and maintained
each and every day you come to work.
Professionalism is a state of mind, a way of being, knowing, and
doing that sets you apart from others. It gives direction to
how you look, behave, think, and act. It brings together who
you are as a person, what you value, how you treat other
people, what you contribute in the workplace, and how
seriously you take your job.
Professionals don’t just work to earn a paycheck. Income is
important, but professionals view their work as a source of
pride and a reflection of the role they play in society.
34. Professionalism Defined
Health care professionals are good at what they do—and they
like doing it. They enjoy helping others and knowing they’ve
made a difference.
Professionals have their act together—and it shows. They set
high standards for their performance and achieve them. They
see the big picture in health care and know where they fit in.
Professionals care about quality and how to improve it. They
treat everyone they meet with dignity and respect. And they
continually strive to grow and to learn.
35. Professionalism Instruction
• 4th Edition, January 2012
• 8 chapters, new content
• Full color, more photographs
• Continuing case study: Carla,
the Medical Assistant
• Consider This, Think About It,
Recent Developments, Reality
Check, Key Points, For More
Information
• Review Questions, What Ifs?
• Instructor Resource Manual
• Website , videos, self-
assessments, more resources
36. Professionalism Instruction
1. The Health Care Industry and
Your Role:
• Heath Care as a Business
• Impact of Baby Boomers
• Health Care Reform
• Quality Improvement
• Patient Safety
• Workforce Supply and
Demand
• Electronic Medical Records
• The Big Picture and Where
You Fit In
37. Professionalism Instruction
2. Your Work Ethic and
Performance:
• Making a Commitment to
Your Job
• Interdependence, Self-
Awareness, Critical Thinking
• Work Ethic, Attendance,
Reliability, Attitude,
Competence, Quality of Work,
Compliance
• Representing Your Employer
• Evaluating Your Performance
38. Professionalism Instruction
3. Personal Traits of the Health
Care Professional:
• Character and Personal Values
• Character Traits
• Reputation
• Judgment
• Conscience
• Trust
• Honesty
• Ethics
• Ethical, Moral, and Legal
Dilemmas
39. Professionalism Instruction
4. Relationships, Teamwork, and
Communication Skills:
• Coworkers as Customers
• Inclusion, Friendliness
• Loyalty, Cooperation
• Etiquette and Manners
• Teams and Teamwork
• Group Norms, Consensus
• Communication Skills
• Communication Styles
• Conflict Resolution
• Electronic Communication
40. Professionalism Instruction
5. Cultural Competence and
Patient Care:
• Diversity and Culture
• Personality Preferences
• Generational Differences
• Occupational Cultures
• Respect
• Working with Patients
• Customer Service
• Patient Satisfaction
• Working with Doctors, Guests,
and Vendors
41. Professionalism Instruction
6. Professionalism and Your
Personal Life:
• Personal Image
• Appearance, Dress Code
• Personal Habits
• Language and Grammar
• Behavior After Hours
• Personal Health and Wellness
• Time Management
• Personal Financial
Management
• Stress Management
• Managing Change
42. Professionalism Instruction
7. The Practicum Experience:
• Purpose of a Practicum
• Benefits of a Practicum
• Preparing for a Practicum
• During Your Practicum
• Ensuring Success on Your
Practicum
• After Your Practicum
43. Professionalism Instruction
8. Employment, Leadership, and
Career Development:
• Job Seeking Skills
• Employment Information
• Cover Letters, Résumés
• Job Applications, References
• Pre-Employment Assessments
• Interviews , Job Offers
• Developing Leadership Skills
• Goal Setting
• Career Development
• Expecting the Unexpected
44. Professionalism Instruction
When do students need this
instruction?
• As early as possible
• Reinforce instruction every
step of the way
• Weave-in topics in all courses
• Instructors and school staff
serve as role models
• Hard-wire attitudes and
behaviors prior to the
practicum, reinforce at
graduation
45. Professionalism Instruction
Providing the instruction:
• Professionalism in Health Care
course or workshop
• Students read a chapter and
discuss in class
• Review questions, What If?
Scenarios
• Website activities, videos,
discussion topics, projects
• Instructor Resource Manual
with more recommendations
46. Impact on Schools
Professionalism goes beyond the
students:
• The need for professionalism
extends beyond your students
• Your school and educational
programs need to have a
professional reputation
• Everyone who works for your
school has an impact on your
reputation
• Are people proud to say they
are affiliated with your
school?
47. Impact on Schools
Your school’s reputation:
• Your students, graduates,
instructors, staff, and leaders
determine the reputation of
your company, your school,
and your programs
• Students and graduates are
your most important sales
people
• Walking, talking billboards
• They represent your school
and they tell your story
48. Impact on Schools
Educational programs need
practicum slots:
• Must compete for limited slots
in the best sites
• Employers careful about who
they allow in their facilities
• Students impact quality of
care, patient satisfaction, and
the site’s reputation
• Criminal history background
checks, drug screens, social
networking sites, blogs
49. Impact on Schools
Your school’s image:
• Just one chance to make a
positive first impression
• Students must be prepared with
both hard skills and soft skills
• Understand they are paving the
way for future students-- or
closing the door
• Competence, image, and
behavior will impact
accreditation, recruitment,
practicum slots, and the school’s
placement rate
50. Impact on Schools
Your school’s culture:
• What you permit, you promote
• Focus on your school’s culture
• Set and enforce high standards
• Instill ethics, honesty,
integrity, transparency,
compassion, professionalism
• Instructors and staff are role
models
• Live these standards yourself
and enforce them with your
students and your staff
51.
52. Contact Information
Sherry Makely, Ph.D., RT(R)
Pine Ridge Publications, Inc.
1051 West Burma Road
Bloomington, Indiana 47404
812/876-7211
pineridge@bluemarble.net