unit 3. introduction the health care industry is unique in many ways. this industry requires certain...

QUALITIES OF A HEALTH CARE

WORKER

Unit 3

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)


Introduction Research shows that within

20 seconds to 4 minutes, people form an impression about another person based mainly on appearance


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.


Personal Appearance Health Practices for HCW’s

DietRestExerciseGood PostureAvoid use of Alcohol, Tobacco & Drugs


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


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


Personal Appearance Identification Badge

Follow facility’s policyMust be visibleReport if lost or stolenUpdate as needed


Personal Appearance Shoes

White shoes frequently required, depending on position

Should fit well and provide good support

Low heelsNon absorbent material


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


Personal Appearance Personal Hygiene

HCWs work in close contact with others

Control body odorDaily bath/showerDeodorant/AntiperspirantGood oral hygiene Clean undergarments



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



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



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



No acrylic nails - increase risk of fungal diseases and possibly bacterial diseases

Hand lotion is recommended to keep hands from drying

Wash hands!



HairClean, neat, natural colorMust be pinned up and NOT touch collar

Must not block visionMust not contaminate work space



JewelryUsually NOT permitted with uniform

Can cause injuryCan transmit pathogensExceptions: Watch, wedding ring, ONE post set of earrings in earlobe



No dangling earringsNo body jewelry permitted – No exceptions

Jewelry poses a high danger for injury and transmission of pathogens



Body ArtNo visible tattoos allowed on health care workers in many facilities

Tattoos must be covered if on visible body part



MakeupAvoid excessive makeupMakeup should create natural appearance and add to professional look

Should not be distracting



SummaryKnow the policies and procedures of your facility

Follow established policies to avoid disciplinary action

ALWAYS maintain neat, clean, professional appearance


Personal Characteristics Health care workers must

have certain characteristics and attitudes to be successful.

These characteristics and attitudes are always developing.


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)


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


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


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


Personal Characteristics Willingness To Learn Changes may involve

additional education to remain competent (employed)

Have a positive attitude toward life-long learning


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


Personal Characteristics Patience Must learn how to deal with

frustration and overcome any obstacles

Failure to have adequate patience can be career ending


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


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


Personal Characteristics Enthusiasm Concentrate on the positive

and negatives will be minimized

Make certain your enthusiasm is appropriate – given the situation


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


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


Personal Characteristics Tact Show consideration of the

feelings of others Follow established policies

and procedures – ALWAYS Requires patience and

preparation in many cases


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


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!


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!


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


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


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


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


Effective Communication Health care workers must be

able to relate to patients, their families, co-workers and other professionals

Good communication skills are essential


Effective Communication Communication occurs in two

ways: Verbal – spoken or written Nonverbal – Facial

expressions, body language, touch


Effective Communication Three essential components

of communication: Sender – creates message Message – information, idea

thought Receiver – receives message

from sender


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



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”



effective communication: Message delivery– avoid

meaningless terms; “you know,” “all that stuff,” “um”

Tone and pitch can change message meaning



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”



effective communication: Message delivery– if message

is written: Correct spelling Correct grammar/punctuation Not too short/not too long



effective communication: Message delivery– make sure

your patient is able to understand message; not medicated or distracted



effective communication: Message delivery– make

certain there is not a language barrier when communicating message to your patient



effective communication: Message delivery– if you are

unclear as to whether your patient received the message have them repeat it to you.



effective communication: Message delivery–

interruptions must be avoided in order for message to be received and understood


Listening To pay attention; to make an

effort to hear and comprehend what other person is saying


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


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


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


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)


Barriers to Communication Something that gets in the

way of effective communication

Three common barriers: Physical disability Psychological

attitudes/prejudice Cultural diversity


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

speech impaired


Barriers to Communication Three common barriers: Psychological barriers Prejudice Attitudes Stereotypes


Barriers to Communication Three common barriers: Cultural diversity Culture consists of values,

beliefs attitudes and customs Beliefs related to illness Beliefs related to treatment


Barriers to Communication Three common barriers: Cultural diversity Language barriers Translator Eye contact and/or

handshaking may be disrespectful in some cultures


Barriers to Communication Three common barriers: Cultural diversity Touch Some cultures touch can be

seen as disrespectful or perhaps inappropriate


Teamwork Teamwork consists of many

professionals with different levels of education, ideas, backgrounds and interests working together for good of the patient.


Teamwork Team Members: Admitting clerk Insurance Representative Nurse Physician Housekeepers


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


Teamwork Teamwork improves

communication and continuity of care


Teamwork Conflicts may arise as a

result of several factors:Personality differencesEducation levelsWork habitsDifferences of opinion


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


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.


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


Time Management System of practical skills that

allows use of time in most effective way


Time Management Helps prevent or reduce

stress Increases productivity Provides a “plan” for your

day Puts you in charge of your

activities


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



time management you must:Document EVERYTHINGOrganize task log Schedule your day based on tasks to be completed (high energy)

Prioritize tasks



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


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!


Leadership The skill or ability to

encourage people to work together and do their best to achieve common goals


LeadershipMYTH: “Leaders are born.”Leaders: Develop by own efforts Ability to inspire others Promote positive changes for

the benefit of staff and patients


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


LeadershipCharacteristics of a Leader: Displays self-confidence Communicates clearly and

effectively Is self-motivated Serves as example for others

to follow


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)


LeadershipTypes of Leaders: Democratic Laissez-faire Autocratic


LeadershipTypes of Leaders:Democratic Encourages participation and

input from all Makes decisions based on

what is best for the group Delegates responsibilities


LeadershipTypes of Leaders:Laissez-faire Informal leader Minimal rules and regulations “Hands off” leader Makes decisions only when

forced to


LeadershipTypes of Leaders:Autocratic Often compared to dictator Makes all decisions Will not delegate tasks to

others People follow leader for fear

of punishment


End of Lecture


unit 3. introduction the health care industry is unique in many ways. this industry requires certain...

Documents

appearance slide

professional slide

position slide

needed slide

rules of appearance

healthy appearance

good health health care

work space slide