MEDICAL ASSISTANT

Learning Outcomes
At the end of this session students would be able to:
1) Define the terms Profession, Professional and
Professionalism.
2) List the characteristics of a profession.
3) Develop professional attributes.
4) Distinguish between Values, Moral and Ethics.
5) Summarise the Code of Ethics
6) Identify Ethical and Bioethical Dilemmas in health care.
 Profession
 A vocation requiring advanced education, training and
skills.
 A calling toward service, either toward
community/organization.
 A paid occupation.
Characteristics of a Profession
Professions are characterised by:
 Skills based on theoretical & practical knowledge
 Institutional training
 Testing of competence
 Certification/licensure
 Work autonomy
 Code of professional ethics/conduct
Examples of a Professions

 Doctor
 Pilot
 Bank clerk
 Registered Nurse
 Computer programmer
 Pilot
 Medical Assistant
 Professional
 A person engaged/qualified in a profession

 Person formally certified by a professional body of belonging to

a specific profession by virtue of having completed a required
course of studies and/or practice. And whose competence can
usually be measured against an established set of standards.
 Professional
 They define and demand high standards of behaviour in
respect to the services provided to the public and in dealing
with professional colleagues.

 Professionals are governed by codes of ethics, and profess

commitment to competence, integrity and morality, and the
promotion of the public good within their expert domain. 
Professionals are accountable to those they serve and to
society.
Professional Competence
 The habitual, and judicious use of communication,
knowledge, technical skills, clinical reasoning, emotions,
values & reflection in daily practice for the benefit of he
individual and community.
Professionalism
 The level of excellence or competence that is expected of a
professional.
 The conduct, aims, or qualities that characterize or mark a
profession or a professional person.
 Colleagues take you seriously
 You stand out- appearance, demeanour, interaction
 One of the most important traits that will define you
Professionalism
 •Professionalism has no simple definition

 Professionalism is often defined as the strict adherence to

courtesy, honesty and responsibility when dealing with
individuals or other companies in the business environment.

 This trait often includes a high level of excellence going

above and beyond basic requirements.
But what exactly do employers mean by this term?
 Surely it’s enough to do your job well and show up on time
consistently. Or are there other things expected of you if you
want to be viewed as being professional?

 Being a professional in your chosen field means much more

than wearing a coat and tie or possessing a college degree
and a noted title.
Professionalism
 Professionalism also has to do with how you conduct
yourself during your business affairs.

 True professionals possess a number of important

characteristics that can apply to virtually any type of
business.
 Traits of a Professional

 Appearance
A professional is neat in appearance. Be sure to meet or even
exceed the requirements of your company's dress code, and
pay special attention to your appearance when meeting with
prospects or clients.
Traits of a Professional

 Demeanour – outward behaviour

Your demeanour should exude confidence but not
cockiness.
Be polite and well-spoken whether you're interacting with
customers, superiors or co-workers.
You need to keep your calm, even during tense situations.
You should be: pleasant, warm, friendly, maintain good
posture.
Traits of a Professional

 Reliability
As a professional, you will be counted on to find a way to get the job done.
Responding to people promptly and following through on promises in a
timely manner is also important, as this demonstrates reliability.

 Competence
Professionals strive to become experts in their field, which sets them apart
from the rest of the pack. This can mean continuing your education by
taking courses, attending seminars and attaining any related professional
designations.
Traits of a Professional

 Maintain Your Poise

A professional must maintain his poise even when facing a
difficult situation. For example, if a colleague or client treats
you in a belligerent manner, you should not resort to the same
type of behaviour.
Traits of a Professional
 Phone Etiquette
Your phone etiquette is also an important component of
professional behaviour. This means identifying yourself by
your full name, company and title when you place a call. Be
sure not to dominate the conversation and listen intently to the
other party.
Traits of a Professional

 Written Correspondence
During written correspondence, keep your letters brief and
to the point. Your tone should be polite and formal without
being "stuffy." This also applies to email correspondence. Use
full sentences. No texting language.
Traits of a Professional

 Organizational Skills
A professional can quickly and easily find what is needed.
Your work area should be neat and organized, and your
briefcase should contain only what is needed for your
appointment or presentation. Arrange patient files in a specific
order: alpha/numeric /alpha-numeric.
Traits of a Professional
 Accountability
Professionals are accountable for their actions at all times. If
you make a mistake, own up to it and try to fix it if possible.
Don't try to place the blame on a colleague. If your company
made the mistake, take responsibility and work to resolve the
issue.

 Honesty
Be truthful and upfront about where things stand.
Traits of a Professional

 Integrity
You are known for your consistent principles. The hallmark
of a person who demonstrates sound moral and ethical
principles at work.

 Respect For Others

Treat all people, patients and colleagues as if they matter is
part of your approach.
Traits of a Professional

 Self upgrading
Rather than letting your skills or knowledge become
outdated, you seek out ways of staying current.

 Being Positive
No one likes a constant pessimist. Having an upbeat attitude
and trying to be a problem-solver makes a big difference.
Traits of a Professional

 Supportive
Share the spotlight with colleagues, take time to educate,
train others, and lend an ear when necessary.

 Listening Carefully
People want to be heard, so you give people a chance to
explain their ideas properly.
Traits of a Professional

 Staying Work-Focused
Do not let your private life needlessly have an impact on
your job, and not spending time at work attending to personal
matters.
Listening Carefully. People want to be heard, so you give
people a chance to explain their ideas properly.
Traits of a Professional
 Effective communication
Speak clearly, paying attention to tone of voice, body
language and facial expressions.
Avoid use of medical jargon with patients.
Give the patient time to talk while you listen attentively.
The Professional Advantage-Benefits
 The more you put into practice traits listed above, the better
your chances will be to create a positive reputation for
yourself.

 This can ultimately translate into raise and promotion

 Chances to work on more assignments that you enjoy

 Less likelihood of being laid off if downsizing occurs

Benefits of being Professional
 Earn the respect of peers and senior management.

 You also benefit from feelings of increased self-worth and

dignity.

 Makes your more marketable for the future.

Avoid Being Unprofessional
Your employer may not tell you exactly their own view of what
being professional means.
We all know how to get labelled as “unprofessional.”
This includes:
 Incomplete/ late tasks or projects.
 Being unprepared when attending meetings.
 Spending time gossiping at work.
Avoid Being Unprofessional
 Treating people with disrespect.
 Keep patients waiting unnecessarily.
 Steal another person’s thunder by using their ideas
without giving them credit.
 Being untruthful.
 Break promises regularly.
 Laziness/unproductive
VALUES,
MORALS &
ETHICS
VALUES
Values are:
Ideals, beliefs, customs, modes of conduct, qualities, or goals that are
highly prized or preferred by individuals, groups, or society.
Usually not written down.

 Values Clarification
Refers to the process of becoming more conscious of & naming
what one values or considers worthy.
VALUES

 Values Conflict
Internal or interpersonal conflict that occurs in
circumstances in which personal values are at
odds with those of patients, colleagues or the
institution
 Morals
 Morals are reflected in people's personal beliefs about what
is right and wrong conduct. It is formed from values.
standards of right & wrong
learned & internalized at early age
society & culture play important role
moral orientation generally based on religious beliefs
Morals
 Examples
 Always tell the truth
 Do not destroy property
 Do not judge
 Treat others as you would like them to treat you
 ETHICS
 How people make decision and lead there lives.
 It is concerned with what is good for individuals and society.
 Ethics are rules of proper conduct among a group of people,
such as a religion or profession.
 A formal process for making logical & consistent
decisions based upon moral beliefs
 Generally no system for enforcement
ETHICS
 Examples
 Honesty
 Integrity
 Loyalty
 Fairness
 Concern for others
 Ethic and Moral Conflict

 Ethics and morals may conflict, especially in health care

settings.
 For example, pharmacists are to respect patients' rights to
make decisions concerning their health care.
 A patient gives a pharmacist a prescription for birth control.
The pharmacist, though, objects to dispensing birth control
on the ground that birth control goes against his moral
beliefs.
 Code of Ethics

 A list of written statements describing proper conduct for a

group of people.

 Directs the behaviour of the people belonging to the group.

 Directs the people's decisions when faced with ethical

problems.
 Code of Ethics
Declarations of what is right or wrong & what ought
to be

A formal process for making logical & consistent

decisions based upon moral beliefs

Generally no system for enforcement

Code of Ethics
Written list of a profession’s values & standards of conduct
framework for decision making
general statements
offer guidance
periodically revised
not legally enforceable as laws but consistent violations indicate an
unwillingness by the person to act in a professional manner &
license can be suspended or revoked
Professional Codes of Ethics

 AAMA Code of Ethics for Medical Assistants 

https://www.aama-ntl.org/about/overview
Code of Ethics
A code of ethics for health care workers includes the
following principles:
 Autonomy

Health care workers respect patients' dignity and rights,

including their right to make decisions regarding their health
care.
 Fidelity

Health care workers care for patients according to their

profession's scope of practice.
Code of Ethics
 Beneficence
Health care workers promote patients' health and well being.

 No maleficence
Health care workers refrain from harming patients.

 Veracity
Health care workers communicate with patients truthfully.
Code of Ethics
 •Confidentiality
Health care workers maintain confidentiality of patients'
health information.

 Justice
Health care workers treat patients equally and without
discrimination.
Ethical and Bioethical Dilemmas
 Ethical Dilemmas occur when moral beliefs conflict.

 Bioethical dilemmas are dilemmas that involve health care

and biological sciences. For example, euthanasia is a
bioethical dilemma. Euthanasia is the act of painlessly
ending the life of a terminally ill patient at the patient's
request due to intense suffering.
 The moral beliefs in conflict are that ending people's lives is
wrong but that diminishing people's suffering and people's
right to make decisions regarding their health are right.
Ethical and Bioethical Dilemmas
The following are other bioethical dilemmas:
 Genetic testing, gene therapy, somatic (adult) stem cell
research, embryonic stem cell research, fetal tissue research,
and cloning

 Organ donation and selection of transplant patients

Ethical and Bioethical Dilemmas
 Withholding or withdrawing of life support

 Marijuana for pain relief

 Experimental treatments

 Human research subjects

 Animal testing
Ethical and Bioethical Dilemmas
 Birth control, emergency contraception, and abortion

 Artificial insemination, in vitro fertilization, frozen embryos,

and surrogate mothers

 Managed health care and access to health care

 Even if health care workers feel strongly about bioethical

dilemmas, they must respect patients' right to their own opinions
MAKING ETHICAL DECISIONS
Ways to incorporate ethics into practice:
 Know thyself
 Read
 Discuss
 Form an ethics committee
 Share
 Evaluate decisions
 LAW AND ETHICS
 Laws are rules of conduct enacted and enforced by
governments.
 Laws help protect people.
 Legal responsibilities are based on laws.
 All people have legal responsibilities e.g. traffic rules and
paying taxes.
 Health care workers have specific legal responsibilities
that help protect their patients, themselves, and their
employers.
Video Links
 Professionals
https://youtu.be/2vFdQY1qSlM
 
 Professionalism

https://youtu.be/HC4TEKmyS1M
 
 Profession

https://youtu.be/09facoWNfhg?list=RDCMUC0kejkXg2LG-pFqAeWD_zLQ
 
 Ethics, morals and values

https://youtu.be/zPsoFhUDLuU