unit 3. introduction the health care industry is unique in many ways. this industry requires certain...
TRANSCRIPT
Qualities of Health Care Worker
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.
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)
Qualities of Health Care Worker
Introduction Research shows that within
20 seconds to 4 minutes, people form an impression about another person based mainly on appearance
Qualities of Health Care Worker
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.
Qualities of Health Care Worker
Personal Appearance Health Practices for HCW’s
DietRestExerciseGood PostureAvoid use of Alcohol, Tobacco & Drugs
Qualities of Health Care Worker
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
Qualities of Health Care Worker
Personal Appearance Clothing
Professional clothing may be required in place of uniform
Clean, neat, in good repairShould allow for freedom of body movement
Style should be appropriate for position
Qualities of Health Care Worker
Personal Appearance Identification Badge
Follow facility’s policyMust be visibleReport if lost or stolenUpdate as needed
Qualities of Health Care Worker
Personal Appearance Shoes
White shoes frequently required, depending on position
Should fit well and provide good support
Low heelsNon absorbent material
Qualities of Health Care Worker
Personal Appearance Shoes
Wear clean, white socks, stockings that are in good repair
No Crocs, tennis shoes, sandalsMust have closed toe and closed heel
Non-skid sole
Qualities of Health Care Worker
Personal Appearance Personal Hygiene
HCWs work in close contact with others
Control body odorDaily bath/showerDeodorant/AntiperspirantGood oral hygiene Clean undergarments
Qualities of Health Care Worker
Personal Appearance Personal Hygiene
Avoid strong odorsSome odors can be offensive, others can cause reactions in some individuals – can even be life-threatening!
Examples: Tobacco, perfumes, scented hair sprays, aftershave lotions
Qualities of Health Care Worker
Personal Appearance Personal Hygiene
NailsKeep short and cleanHold 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
Qualities of Health Care Worker
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 dirtChipsNot professional
Qualities of Health Care Worker
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!
Qualities of Health Care Worker
Personal Appearance Personal Hygiene
HairClean, neat, natural colorMust be pinned up and NOT touch collar
Must not block visionMust not contaminate work space
Qualities of Health Care Worker
Personal Appearance Personal Hygiene
JewelryUsually NOT permitted with uniform
Can cause injuryCan transmit pathogensExceptions: Watch, wedding ring, ONE post set of earrings in earlobe
Qualities of Health Care Worker
Personal Appearance Personal Hygiene
No dangling earringsNo body jewelry permitted – No exceptions
Jewelry poses a high danger for injury and transmission of pathogens
Qualities of Health Care Worker
Personal Appearance Personal Hygiene
Body ArtNo visible tattoos allowed on health care workers in many facilities
Tattoos must be covered if on visible body part
Qualities of Health Care Worker
Personal Appearance Personal Hygiene
MakeupAvoid excessive makeupMakeup should create natural appearance and add to professional look
Should not be distracting
Qualities of Health Care Worker
Personal Appearance Personal Hygiene
SummaryKnow the policies and procedures of your facility
Follow established policies to avoid disciplinary action
ALWAYS maintain neat, clean, professional appearance
Qualities of Health Care Worker
Personal Characteristics Health care workers must
have certain characteristics and attitudes to be successful.
These characteristics and attitudes are always developing.
Qualities of Health Care Worker
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)
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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
Qualities of Health Care Worker
Personal Characteristics Willingness To Learn Changes may involve
additional education to remain competent (employed)
Have a positive attitude toward life-long learning
Qualities of Health Care Worker
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
Qualities of Health Care Worker
Personal Characteristics Patience Must learn how to deal with
frustration and overcome any obstacles
Failure to have adequate patience can be career ending
Qualities of Health Care Worker
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
Qualities of Health Care Worker
Personal Characteristics Enthusiasm Being eager, looking forward
to, or excited about something
Enjoy your work and display a positive attitude
Enthusiasm is contagiousImproves your work performance and
encourages others to do the same
Qualities of Health Care Worker
Personal Characteristics Enthusiasm Concentrate on the positive
and negatives will be minimized
Make certain your enthusiasm is appropriate – given the situation
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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
Qualities of Health Care Worker
Personal Characteristics Tact Show consideration of the
feelings of others Follow established policies
and procedures – ALWAYS Requires patience and
preparation in many cases
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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!
Qualities of Health Care Worker
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!
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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
Qualities of Health Care Worker
Effective Communication Health care workers must be
able to relate to patients, their families, co-workers and other professionals
Good communication skills are essential
Qualities of Health Care Worker
Effective Communication Health care workers must be
able to relate to patients, their families, co-workers and other professionals
Good communication skills are essential
Qualities of Health Care Worker
Effective Communication Communication occurs in two
ways: Verbal – spoken or written Nonverbal – Facial
expressions, body language, touch
Qualities of Health Care Worker
Effective Communication Three essential components
of communication: Sender – creates message Message – information, idea
thought Receiver – receives message
from sender
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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”
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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”
Qualities of Health Care Worker
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
Qualities of Health Care Worker
Effective Communication Factors that interfere with
effective communication: Message delivery– make sure
your patient is able to understand message; not medicated or distracted
Qualities of Health Care Worker
Effective Communication Factors that interfere with
effective communication: Message delivery– make
certain there is not a language barrier when communicating message to your patient
Qualities of Health Care Worker
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.
Qualities of Health Care Worker
Effective Communication Factors that interfere with
effective communication: Message delivery–
interruptions must be avoided in order for message to be received and understood
Qualities of Health Care Worker
Listening To pay attention; to make an
effort to hear and comprehend what other person is saying
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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)
Qualities of Health Care Worker
Barriers to Communication Something that gets in the
way of effective communication
Three common barriers: Physical disability Psychological
attitudes/prejudice Cultural diversity
Qualities of Health Care Worker
Barriers to Communication Three common barriers: Physical disability Deaf or hearing impaired Blind or visually impaired Aphasic (inability to speak) or
speech impaired
Qualities of Health Care Worker
Barriers to Communication Three common barriers: Psychological barriers Prejudice Attitudes Stereotypes
Qualities of Health Care Worker
Barriers to Communication Three common barriers: Cultural diversity Culture consists of values,
beliefs attitudes and customs Beliefs related to illness Beliefs related to treatment
Qualities of Health Care Worker
Barriers to Communication Three common barriers: Cultural diversity Language barriers Translator Eye contact and/or
handshaking may be disrespectful in some cultures
Qualities of Health Care Worker
Barriers to Communication Three common barriers: Cultural diversity Touch Some cultures touch can be
seen as disrespectful or perhaps inappropriate
Qualities of Health Care Worker
Teamwork Teamwork consists of many
professionals with different levels of education, ideas, backgrounds and interests working together for good of the patient.
Qualities of Health Care Worker
Teamwork Team Members: Admitting clerk Insurance Representative Nurse Physician Housekeepers
Qualities of Health Care Worker
Teamwork Team Members: Medical Supply Personnel Dietician Social Worker Discharge Planner
Qualities of Health Care Worker
Teamwork Conflicts may arise as a
result of several factors:Personality differencesEducation levelsWork habitsDifferences of opinion
Qualities of Health Care Worker
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
Qualities of Health Care Worker
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.
Qualities of Health Care Worker
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
Qualities of Health Care Worker
Time Management System of practical skills that
allows use of time in most effective way
Qualities of Health Care Worker
Time Management Helps prevent or reduce
stress Increases productivity Provides a “plan” for your
day Puts you in charge of your
activities
Qualities of Health Care Worker
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
Qualities of Health Care Worker
Time Management In order to be effective in
time management you must:Document EVERYTHINGOrganize task log Schedule your day based on tasks to be completed (high energy)
Prioritize tasks
Qualities of Health Care Worker
Time Management In order to be effective in
time management you must:Set daily/weekly goalsWhen setting goals set a time limit and stick to it!
Write goals down and keep them with you
Qualities of Health Care Worker
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!
Qualities of Health Care Worker
Leadership The skill or ability to
encourage people to work together and do their best to achieve common goals
Qualities of Health Care Worker
LeadershipMYTH: “Leaders are born.”Leaders: Develop by own efforts Ability to inspire others Promote positive changes for
the benefit of staff and patients
Qualities of Health Care Worker
LeadershipCharacteristics of a Leader: Respects rights, opinions and
abilities of others Works WITH a group Provides guidance toward a
goal Understands own strengths
and weaknesses
Qualities of Health Care Worker
LeadershipCharacteristics of a Leader: Displays self-confidence Communicates clearly and
effectively Is self-motivated Serves as example for others
to follow
Qualities of Health Care Worker
LeadershipCharacteristics 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)
Qualities of Health Care Worker
LeadershipTypes of Leaders:Democratic Encourages participation and
input from all Makes decisions based on
what is best for the group Delegates responsibilities
Qualities of Health Care Worker
LeadershipTypes of Leaders:Laissez-faire Informal leader Minimal rules and regulations “Hands off” leader Makes decisions only when
forced to
Qualities of Health Care Worker
LeadershipTypes of Leaders:Autocratic Often compared to dictator Makes all decisions Will not delegate tasks to
others People follow leader for fear
of punishment
Qualities of Health Care Worker