Behaviors for Success in Healthcare

Competency 3 : Employer/Employee Expectations

Dede Carr, BS, LDAKaren Neu, MSN, CNE, CNP

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Employer/Employee’s ExpectationsCompetency

Describe the expectations employers have of healthcare personnel Describe the expectations related to components of

job application , resume and interview, including preparation for a job interview, dress &

hygiene standards Discuss employees’ rights and responsibilities Discuss behaviors that support care of clients Identify and explain expectations of employers and

employees

Policies/Procedures

Every healthcare agency has policies & procedures & when you are hired, you will learn where they are kept so you can access whenever necessary.

Purpose: To provide “quality care” & safety (Fuzy)

Facility Policy Categories1. Corporate policies 2. Safety3. Human Resources Policy A. Designed to ensure compliance with the Fair

Labor Standards, reduce the risk of lawsuits, & create a productive work environment

B. Human resources policies describe a range of services standard across every business. Functions typically include recruitment, payroll, employee benefits management, staff orientation, training, & development programs; safety issues (Fuzy)

PoliciesPolicy: Definition: Course of action that should be

taken every time a certain situation occursExample: Most agencies have a policy that

the patient’s/resident’s /client’s plan of care should be followed. So every time you care for a patient or make a home visit, what you will do is determined by that client’s care plan (Fuzy)

Common PoliciesAll information in a business relationship must remain

confidentialThe patient’s/client’s/resident’s plan of care must

always be followed-determines the care to be providedEmployees should only do tasks within their Scope of

Practice & generally are stated in the Job Description Employees must follow the Chain of Command and

report important events/observations or changes in a patient’s/resident’s to supervisor, such as a nursing assistant reporting to the nurse.

Employee must report on time for work & be dependable (Fuzy)

Common Home Care PoliciesKeep all information confidential (Agency & law)Health Insurance Portability & Accountability Act

(HIPAA) Keep all client/families’ information confidential (take care where notes & assignment sheets are kept)

Confidentiality extends to agency’s & clinical records, including employee’s information

Report to supervisor on regular & frequent basisReport events or changes in client’s/family’s

situation, any accidents that occur on job; anything that delays or prevents the completion of assignments (Fuzy & Leahy)

ProceduresProcedures:Particular method or way of doing somethingStep-by-step method in performing a taskMay be lengthy, but each step of process is

importantExample: An agency will have a “procedure”

for reporting about your patient/resident that would include: What form to fill outWhen and how often to report/complete formTo whom the report is given (Fuzy)

Professional vs. PersonalProfessional: Refers to your work/job; it’s

how you behave on the job, how you dress, & how you communicate; following policies/procedures is professionalism

Personal: Refers to life outside your job, such as family, friends, and home life

Scope of Practice: Defines things (tasks) you are allowed to do & how to do them correctly; Determined by education, training, & state and federal laws providing licenses & certifications (Fuzy)

ProfessionalismTreating residents/patients/clients,

coworkers, supervisors, & employers with respect

Helps you keep your job & may result in promotions & pay raises

Always follow care practices, such as hand washing to protect your patient/client/resident and to protect yourself

Do not give or accept gifts (unprofessional & unethical)

(LaSala & Nelson)

Professional Relationships with Patient/Client/Resident

Keep a positive attitudeDo only tasks you are assigned & trained/educated

to do (within your Scope of Practice)Speak politely & cheerfully, even if you are in a

bad moodNever discuss your personal problems with

clients/familiesCall patient/client/resident by name he/she prefersActively listen to patient/client/residentAlways explain care you plan to provide before

providing it (LaSala & Nelson)

Professional Relationships with Employer

Maintain a positive attitudeComplete duties effectively & efficiencyConsistently follow policies & proceduresAlways document and report carefully and accuratelyCommunicate problems with residents, duties, etc.Report anything that keeps you from completing dutiesAsk questions when you do not know or understand

somethingTake directions or criticisms without getting upset—

look as an opportunity to grow and improve (LaSala & Nelson)

Professional Relationships with Employer

Be clean, neatly dressed and groomed (clean hygiene)

Be punctualReport to work on timeAdhere to meals/breaks timeComplete duties & leave work on timeAdhere to sick, vacation, personal policies-time

Notify employer if unable to work (If you are ill, stay home rather than exposing others)

Avoid absences from workFollow the Chain of CommandBe a positive role model for your facility at all timesProvide a way to be contacted (LaSala & Nelson)

Qualities of Great Healthcare Employees

Compassionate-caring, concerned, & understandingEmpathetic-Ability to enter into another’s feelings;

put oneself into another’s shoes)Honest-Speaking & doing the truthConscientious-Always doing one’s best/ being

observant, accurate, & responsible for actionsDependable-Being on time, being reliable, assisting

others when they need it; doing what you say you will do

(Fuzy)

Qualities of Great Healthcare Employees

Respectful: Respect & concern for others & their personal property

Considerate- an understanding of other’s feelings & privacy

Unprejudiced- Treating others the same regardless of culture, race, religion, economic status, or health condition

Nonjudgmental-Not judging the opinions, behaviors, or conduct of others

(Fuzy)

Courteous Behaviors in Caring for Clients

Introduce yourself & your position or roleAddress others by preferred nameAddress patients first, then families, visitors or othersConsider others needs, feelings, concerns Establish trust:

Smile with good eye contact (as culturally appropriate)Listen attentively & activelyBe honestProvide privacy Display a positive attitude

Use appropriate conversationRecognize client’s outside influences such as family, friends,

visitorsRespect all members of the healthcare team (Fuzy)

Productive Work HabitsAssess your assignment of dutiesDevelop a plan for completing duties safely,

effectively, efficiently, & in a timely mannerManage your time so you can complete assigned

tasks within your shiftPrioritize tasks in order of acuity, client’s

appointment times, etc. while being flexible to changing conditions & situations

Recognize tasks to be performed & take initiative to complete them (Should not have to be directed to complete each & every task)

Be aware of tasks within your scope of practiceSeek to learn new duties & assignments (Fuzy)

Employee ResponsibilitiesEmployee ResponsibilitiesSafety for clients and workersReport injuries immediatelyConfidentialityAttend educational meetings

Employee RightsPre-employment/Promotion related to HiringEmployment: “At Will”Recommended to have employee handbook

with minimum of following:Workplace Safety & InjurySexual HarassmentFamily & Medical LeaveUnemployment BenefitsCORBRA

Example: Go to the following website to learn about Employees’ Rights in Minnesota

http://research.lawyers.com/Minnesota/Employment-Law-in-Minnesota.html

Lesson #5A: Stop & Think Access the Federal

“Employee Rights and Responsibilities under the Family & Medical Leave Act” Lesson #5A: Family & Medical Leave Act

Go to “Discussion” tab & answer the following questions:

1. For what reasons can an employee take unpaid leave under the Family and Medical Leave Act?

2. What is the maximum length of unpaid, job protected time an employee can take under this act?

3. What are the employee’s responsibilities related to this act?

4. What are the eligibility requirements in order to be able to take a family & medical leave?

5. What are the employer’s responsibilities?

Agencies/Employers’ ResponsibilitiesProvide information about policies & proceduresEnsure employee is educated & able to perform

assigned tasksProvide written job description which tells what one is

to during the working hoursProvides competency testing & skills evaluation

before individual provides care for patients/clientsProvide initial training & continued educationInitial orientation to policies & proceduresIn-service training to meet federal requirementsOccupational Safety & Health (OSHA), AIDS &

Hepatitis education

Employer ResponsibilitiesProvide appropriate preparation for each assignment

in order that employee may provide appropriate care for client’s specific needs & conditions

Tell employee why client needs care & goals of the care & Healthcare professionals involved in care

Provide supervisionSupports & teaches employee how to do new tasks,

find solutions, & adjust to new situationsChecks to see if client is meeting goals (plan of care)Check if client/family is satisfied with care received

Employer ResponsibilitiesProvide information about supervisionWhen & where to meet supervisorWhat will be discussed during the meetingHow your supervisor can be reached for

assistanceWhen & why your supervisor will visit your

client’s home or visit with your patient

Job ApplicationMany applications are done on-line todayPay attention to details, as it is a representation

of you to your potential employerPractice completing an application, never leave

lines blank; instead if it does not apply to you, write “N/A” in space provided

If completing a hand-written application, be neat, legible, avoid abbreviations, & use ink—Being prepared is an advantage

If you can get an application—practice completing it before hand

RésuméRésumé: a concise systematic summary of

your professional experience & educational background

“Snapshot” glimpse of one’s professional background & experience

One-page preferred, Two-page maximum (If it’s too wordy, it will probably not be read)

Document should be well-planned, informative, & organized; Be precise, neat, & accurate

Three types: chronological, functional, & a combination of both

Résumé ComponentsHeading: Your name, complete address, phone

number, & an email addressJob objective: Education: Start with your most recent education

& include school name, city & state; List certification, license, degree or focus of education & graduation date; follow with other educational background

Experience: Start with most recent or current work experience; include full- or part-time; position; duties & responsibilities

Achievement: Highlights your value to employer; use action verbs; include community service

Health Care JobsExpect an employment background check if you are

working in healthcare or with children & vulnerable adults as it is a federal & State law.

See website for explanation:

http://www.best-job-interview.com/employment-background-check.html

You may be required to have a Cardiopulmonary Resuscitation for Healthcare Providers (CPR) Certificate when working in healthcare occupations

You may be required to present an up-to-date immunization record

If training or education are required for the job you are seeking, you will be required to show documentation, such as certificate or license, official transcripts, driving record

ReferencesFuzy, J. (2003). The nursing assistant’s

handbook. Albuquerque, NM: Hartman Publishing Inc

Fuzy, J. & Leahy, W. (2005). The home health aide handbook. Albuquerque, NM: Hartman Publishing Inc.

Lasala, K.B. & Nelson, J. (2005, February). What contributes to professionalism? MedSurg Nursing. Retrieved from http://findarticles.com/p/articles/mi_m0FSS/is_1_14/ai_n17208307/?tag=content;col1