Professionalism in Health Care

A balanced introduction to the standards and skills needed to succeed in health care

Professionalism in Health Care: A Primer for Career Success is a full-color, engaging, conversational text that helps students understand the common professional standards that all health care workers need to provide excellent care and service. It brings together complete coverage of these and other crucial soft skills: work ethic, character, relationships, teamwork, communication and etiquette, honesty, cultural competence, personal image, and personal health and wellness.

Revised and improved throughout, this edition gives students a clear understanding of where they fit in the changing health care system, why patient satisfaction is more important than ever, how to behave with the professionalism that both employers and patients demand, and how to move forward in their own careers.

Also available with MyHealthProfessionsLab
MyHealthProfessionsLab is an online homework, tutorial, and assessment program designed to work with this text to engage students and improve results. Interactive activities allow for students to become self-aware, role play, and prepare for future interviews and on-the-job interactions. Within its structured environment, students gain knowledge that will carry through to their professional careers.

Note: You are purchasing a standalone product; MyHealthProfessionsLab does not come packaged with this content. Students, if interested in purchasing this title with MyHealthProfessionsLab, ask your instructor for the correct package ISBN and Course ID. Instructors, contact your Pearson representative for more information.

If you would like to purchase both the physical text and MyHealthProfessionsLab, search for:

013445880X / 9780134458809 Professionalism in Health Care Plus NEW MyHealthProfessionsLab with Pearson eText--Access Card Package, 5e package consists of:

• 0134294009 / 9780134294001 MyHealthProfessionsLab -- Access Card -- for Professionalism in Health Care
• 0134415671 / 9780134415673 Professionalism in Health Care

Sherry Makely, PhD, RT(R) Textbook Author
Dr. Makely created and managed health sciences educational programs and workforce development initiatives in hospitals and universities for more than 42 years. She has a bachelor’s degree in Radiologic Technology, a master’s degree in Education, and a doctorate degree in Human Resources. Dr. Makely served as Director of Education for the School of Radiologic Science, and Manager of the Employee Education and Development Department for Methodist Hospital, Clarian Health, and Indiana University Health for 38 years. She has authored textbooks on professionalism for health care workers for more than 15 years for Pearson Education.

Vanessa J. Austin, RMA, AHI, (AMT), M.Ed. Contributing Author, Chapter Seven: The Practicum Experience
With more than 20 years experience as a Medical Assistant, Clinical Education Coordinator, and Program Director, Ms. Austin serves as Medical Assistant Instructor for Ross Medical Education in Cincinnati, Ohio. With a bachelor’s degree in Health Care Management and a master’s degree in Higher Education, she served as President of the Indiana State Society of American Medical Technologists and gives presentations on Professionalism in Health Care for state and national medical assisting conferences.

Quay Kester, PhD Content Contributor, Chapter Five: Cultural Competence
Dr. Quay Kester, President of Evoke Communications, specializes in diversity and inclusion initiatives to build cultural competence and confidence in health care, academic, and corporate organizations. Her avid commitment to learning about cultures and customs has taken her around the world and within various economies. Her national and international experience makes her a sought after speaker, leader, and facilitator. Dr. Kester has served as adjunct faculty at Indiana University, DePauw University, and as Visiting Professor at the University of Cape Coast, Ghana. With a doctorate degree from Indiana University, she is a Master Practitioner of Neurolinguistic Programming and a Certified Medical Illustrator. She serves on numerous boards including the Diversity Roundtable of Central Indiana.

Preface xi Reviewers xv About the Authors xvii Acknowledgments xix Health Care Professionals xx Introduction xxi Chapter One The Health Care Industry and Your Role 1 Working in Health Care 2 Health Care as a Business 6 Impact of the Baby Boomer Population 8 Improving the Nation’s Health Care System 9 Health Care Reform and the Affordable Care Act 10 Quality Improvement 12 Patient Safety 15 Workforce Supply and Demand 17 Electronic Health Records 19 Advancements in Technology 22 The Big Picture and Where You Fit In 24 Learning Activities 28 Chapter Two Your Work Ethic and Performance 30 Making a Commitment to Your Job 31 Interdependence 32 Self-Awareness 34 Critical Thinking 35 Developing a Strong Work Ethic 37 Attendance and Punctuality 38 Reliability and Accountability 39 Attitude and Enthusiasm 40 Competence and Quality of Work 42 Compliance 44 Inappropriate Behavior 48 Representing Your Employer 49 Evaluating Your Performance 50 Learning Activities 55 Chapter Three Personal Traits of the Health Care Professional 58 Character and Personal Values 59 Character Traits 60 Reputation 62 Judgment 64 Conscience 66 Trust 68 Honesty 68 Ethics 71 Legal Issues and Implications 73 Criminal and Civil Law 73 Professional Standards of Care, Scope of Practice, and Professional Ethics 73 Medical Liability 74 Other Legal Issues 76 Ethical, Moral, and Legal Dilemmas 80 Learning Activities 82 Chapter Four Relationships, Teamwork, and Communication Skills 85 Interpersonal Relationships 86 Coworkers as Customers 86 Inclusion and Friendliness 87 Loyalty 88 Cooperation 89 Etiquette and Manners 91 Teams and Teamwork 95 Types of Teams 95 Group Norms 97 Consensus 98 Communication Skills 99 Elements of Communication 99 Factors That Influence Your Communication with Other People 102 Barriers to Communication 103 Communication Styles and Conflict Resolution 105 Communication Technologies 110 Written Communication 115 Public Speaking and Presentation Skills 117 Learning Activities 121 Chapter Five Cultural Competence and Patient Care 124 Diversity and Cultural Competence 125 Diversity and Culture 125 Cultural Competence 128 Personality Preferences 132 Generational Differences 133 Respecting Differences 136 Working with Patients 137 Patient Rights and Responsibilities 137 Customer Service 142 The Patient Experience 143 Being There for Patients 144 Patient Visitors 147 Working with Doctors, Guests, and Vendors 151 Learning Activities 154 Chapter Six Professionalism and Your Personal Life 157 Personal Image 158 Appearance and Grooming 158 Dress Code Standards 159 Stereotypes 162 Personal Habits 162 Language and Grammar 163 Maintaining Professionalism After Hours 164 Personal Health and Wellness 168 Employee Wellness Programs 171 Personal Risk Factors 172 Personal Management Skills 173 Time Management 173 Personal Financial Management 173 Stress Management 174 Managing Change 177 Learning Activities 180 Chapter Seven The Practicum Experience 183 The Purpose of a Practicum 184 The Benefits of a Practicum Experience 184 Students Compared to Employees 184 Identifying Preferences 184 How Your Performance Will Be Evaluated 186 Preparing for Your Practicum 187 Pre-Practicum Observations and Research 187 During Your Practicum 188 Keeping a Journal 188 Protocol 189 Privacy and Confidentiality 190 Samples 192 Office Politics 193 More Than One Right Way 193 Initiative 194 Language 195 Teamwork 196 Patient Preferences 196 Personal Issues 197 Ensuring Success on Your Practicum 198 At the End of Your Practicum 199 Learning Activities 201 Chapter Eight Employment and Professional Development 203 Job-Seeking Skills 204 Identifying Occupational Preferences 204 Finding Employment Information 205 Applying for Jobs 208 Résumés 208 Cover Letters 209 References 210 Job Applications 211 Preemployment Assessments 214 Verifying Qualifications 214 Interviews and Job Offers 215 Preparing for an Interview 215 Participating in an Interview 217 After the Interview 224 Considering Job Offers 224 Professional Development 225 The Need for Professional Development 227 Developing Leadership Skills 228 Ways to Develop Leadership Skills 231 Participating in Professional Associations 231 Planning for Career Advancement 232 Learning Activities 236 Closing Thoughts 239 Appendices A: Sample Job Description 243 B: Sample Performance Evaluation 245 C: Sample Résumé 249 D: Sample Résumé Cover Letter 250 E: Sample Job Application Form 251 F: Sample Interview Follow-Up Letter 255 G: Sample Practicum Journal 256 H: Sample Practicum Thank-You Letter 258 Glossary of Terms 259 Index 269