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Chapter 3

PROFESSIONAL BEHAVIOUR IN THE


WORKPLACE
WHAT IS PROFESIONALISM
• Professional is defined as having a courteous,
conscientious and respectful approach to all
interactions and situations in the workplace.
• It is characterized by or conformed to the
recognized standard of care for the profession.
• Patients expect professional behaviour and
based much there trust and confidence in those
who show this type of demeanour in the health
care facility
Work Ethics
• Sets of values based on the moral virtues of hard work
and diligence.
• The medical assistant should always display initiative and
reliable.
• A person who have good work ethic
• Rarely absent
• Always perform the best to his/her ability
Attributes of Professional Medical Assistant

• Courteous and respectful


• Diplomatic and tactful
• Responsible and Honest
• Response to Criticism
• Professional Image
Obstruction to Professionalism
• Rumours and the “grapevine”
• Personal problems and “baggage”
• Personal phone calls and business
Establishing healthy and self
boundaries
• Clearly identifying and explaining to others
• Working out personal differences
• Improved self confidence
• Better ability to communicate honestly with others
• Relationships based on honesty and respect
The Health care Team
• From the time patients enter the facility to the time they
leave you must work as a corporative member of the
health care team.
• Willing to perform duties outside a formal job description
• Personal feelings must be set aside at work
• All employees must corporate with other to get the job
done efficiently
Time Management

• Work Smart
• Prioritizing see chapter 1
Medical Assistant Organizations
Becoming a Member require the following benefits:
• AAMA:
• Membership shows a level of seriousness about your chosen profession
• Members receive a complimentary subscription to CMA today
The CMA (AAMA) exam is on of the creditialing exams offered to MA at a
reduced rate.
To be eligible for the CMA (AAMA) certification the candidate must be a
graduate of a medical assisting program accredited by the CAAPEP or ABHES
The certification must be renewed every five (5) years
Chapter 4: THERAPEUTIC
COMMUNICATION
• LEARNING Objectives:
• Define , spell and pronounce the terms listed in the vocabulary.
• Discuss the first impressions and patient-centered care
• Do the foll. Related to communication parts
• Identify styles and types of verbal and non –verbal communication
• Recognize and respond to verbal and non-verbal communication
• Recognize communication barriers
Chapter 4 Con’d
• Recognize communication barriers
• Summarize factors that should be considered when communication with diverse
patient population
• Identify techniques for overcoming communication barriers
• Recognize the elements of oral communication using the sender and receiver
process .
• Apply feedback techniques including reflection, re-statement and clarification; to
obtain information
• Discuss important factors about therapeutic communications across the lifespan
• List and explain the levels of Maslow’s hierarchy of needs theory.
FIRST IMPRESSIONS
First Impressions
PATIENT CENTERED-CARE
• Innovative approach to the planning,
delivery and evaluation of the
healthcare that is grounded in mutual
beneficial partnerships.
• This is applicable to patients of all ages
• Good communication skills are vital to
meeting the needs of the patients and
his or her support system
COMMUNICATION PATHS
• VERBAL COMMUNICATION

• NON VERBAL COMMUNICATION


COMMUNICATION BARRIERS
• Providing unwarranted assurance
• Giving advice
• Using medical terminology
• Leading questions
• Talking too much
• Stereotyping
• Physical Impairment
• Language
OVERCOMMING BARRIERS TO
COMMUNICATION
• Communication during difficult times
• Therapeutic Techniques
• Active Listening Techniques
Communication across the life
span
• The key to communication effectively with patients is
using an age- specific approach.

• Given the age, and the developmental level of your


patient, how can you best interact with the person and
with significant family members

• Pg 49- see Case Study


MASLOW’S
HIERARCHY OF
NEEDS THEORY
LEGAL AND ETHICAL ISSUES
• Patients see the medical Assistant as an extension of the
provider, therefore, it is important that all communication with
the patient be professional and accurate.
• Never give a patient advice that is not approved by the provider
to prevent accusations of practising medicine without a license.
• Never agree to withhold any information from the provider
because even a small piece of information can completely
change the plan of treatment.
• All pateints in the facility deserve to be treated with respect
and compassion.
• Help providers establish trust with the patients. Open trusting
relationship
• Help prevent legal issues in the future.
THE END
Everything you don’t know is something you can learn

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