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Chapter 3 and 4 Medical Assistant Powerpoint

This document discusses professional behavior and communication in the healthcare workplace. It defines professionalism as having a respectful approach in all interactions. Patients expect healthcare workers to demonstrate professional behavior through hard work, initiative, responsibility and honesty. The document also discusses establishing boundaries, managing time, and working as part of an effective healthcare team. Finally, it covers therapeutic communication techniques, barriers to communication, and applying an age-specific approach when interacting with patients.

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Aaron Wallace
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1K views

Chapter 3 and 4 Medical Assistant Powerpoint

This document discusses professional behavior and communication in the healthcare workplace. It defines professionalism as having a respectful approach in all interactions. Patients expect healthcare workers to demonstrate professional behavior through hard work, initiative, responsibility and honesty. The document also discusses establishing boundaries, managing time, and working as part of an effective healthcare team. Finally, it covers therapeutic communication techniques, barriers to communication, and applying an age-specific approach when interacting with patients.

Uploaded by

Aaron Wallace
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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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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