Things to remember about Professionalism

-Be on time. If you are going to be late, contact the customer, apologize

Professionalism in the Hospital

for the inconvenience, and give a realistic timeframe for your arrival. -Dress appropriately based on your

Focusing on Empathy, Listening

company's policies.

Skills, and Trustworthiness.

-Greet the customer, introduce yourself, and ask permission before entering. -Review the purpose of the support call. If necessary, explain the process you will use to identify and resolve the problem. Set realistic expecta-

Sources: http://dictionary.reference.com/browse/e mpathy http://www.hhs.gov/ocr/privacy/hipaa/un derstanding/index.html

tions for finishing your work, being careful not to over promise.

Health Systems Orientation, 4th block, Mondays and Thursdays.

Empathy

Trustworthiness Imagine a patient’s family were to hear you talking

Empathy is defined as the intellectual

about their family member to another doctor who

identification with or vicarious experi-

they don’t know. How would they feel? Would they feel like they were let down because they trusted

encing of the feelings, thoughts, or

you? When someone trusts you enough to leave a

attitudes of another. In the hospital

love one in your hands, you need to make sure you

setting, empathy is essential because

keep that trust high. Everyone who works in the

the patients that you are taking care

medical field abides by HIPAA. The HIPAA Privacy

of will want to feel that care of how they are feeling. The family of the patient will also want to see that empathy when they hear bad news. They don’t want to feel like you don’t care.

When you speak to someone, they want to see your eyes and know that you are interested. By looking at the image above, it tells

Rule provides federal protections for personal health information held by covered entities and gives patients an array of rights with respect to that information. At the same time, the Privacy

you to have good posture and make sure that

Rule is balanced so that it permits the disclosure

you are showing that you are interested in

of personal health information needed for patient

what they are saying and that you are understanding what they are saying. Never break

care and other important purposes. The HIPAA Privacy Rule provides federal protections for personal health information held by covered entities

eye contact with the speaker. If you are the

and gives patients an array of rights with respect

speaker, do not break eye contact with the

to that information. At the same time, the Privacy

person or persons you are speaking to.

Rule is balanced so that it permits the disclosure of personal health information needed for patient care and other important purposes.

Listening Skills