Behaviors for Success in Healthcare
Behaviors for Success in HealthcareCompetency 4 - 6:
Employer/Employee Expectations
Dede Carr, BS, LDAKaren Neu, MSN, CNE, CNPU.S. Department of
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2 Employer/Employees ExpectationsCompetencyDescribe the
expectations employers have of healthcare personalDescribe the
expectations related to components of job application and
interview, including preparation for a job interview, dress &
hygiene standardsDiscuss employees rights and
responsibilitiesConsider behaviors that support care of
clientsIdentify and explain expectations of employers and
employeesPolicies/ProceduresEvery healthcare agency has policies
& procedures & when you are hired, you will learn where
they are kept so you can access whenever necessary.Purpose: To
provide quality care & safety (Fuzy)Facility Policy
Categories1. Corporate policies 2. Safety3. Human Resources Policy
Designed to ensure compliance with the Fair Labor Standards, reduce
the risk of lawsuits, & create a productive work
environmentHuman resources policies describe a range of services
standard across every business. Functions typically include
recruitment, payroll, employee benefits management, staff
orientation, training, & development programs; safety issues
(Fuzy)
PoliciesPolicy: Definition: Course of action that should be
taken every time a certain situation occursExample: Most agencies
have a policy that the patients/residents /clients plan of care
should be followed. So every time you care for a patient or make a
home visit, what you will do is determined by that clients care
plan (Fuzy)
Common PoliciesAll information in a business relationship must
remain confidentialThe patients/clients/residents plan of care must
always be followed-determines the care to be providedEmployees
should only do tasks within their Scope of Practice & generally
are stated in the Job Description Employees must follow the Chain
of Command and report important events/observations or changes in a
patients/residents to supervisor, such as a nursing assistant
reporting to the nurse.Employee must report on time for work &
be dependable (Fuzy)
Common Home Care PoliciesKeep all information confidential
(Agency & law)Health Insurance Portability & Accountability
Act (HIPAA) Keep all client/families information confidential (take
care where notes & assignment sheets are kept)Confidentiality
extends to agencys & clinical records, including employees
informationReport to supervisor on regular & frequent
basisReport events or changes in clients/familys situation, any
accidents that occur on job; anything that delays or prevents the
completion of assignments (Fuzy &
Leahy)ProceduresProcedures:Particular method or way of doing
somethingStep-by-step method in performing a taskMay be lengthy,
but each step of process is importantExample: An agency will have a
procedure for reporting about your patient/resident that would
include: What form to fill outWhen and how often to report/complete
formTo whom the report is given (Fuzy)Professional vs.
PersonalProfessional: Refers to your work/job; its how you behave
on the job, how you dress, & how you communicate; Following
policies/procedures is professionalismPersonal: Refers to life
outside your job, such as family, friends, and home lifeScope of
Practice: Defines things (tasks) you are allowed to do & how to
do them correctly; Determined by education, training, & state
and federal laws providing licenses & certifications
(Fuzy)ProfessionalismTreating residents/patients/clients ,
coworkers, supervisors, & employers with respectHelps you keep
your job & may result in promotions & pay raisesAlways
follow care practices, such as hand washing to protect your
patient/client/resident and to protect yourselfDo not give or
accept gifts (unprofessional & unethical)(LaSala &
Nelson)
Professional Relationships with Patient/Client/Resident Keep a
positive attitudeDo only tasks you are assigned &
trained/educated to do (within your Scope of Practice)Speak
politely & cheerfully, even if you are in a bad moodNever
discuss your personal problems with clients/familiesCall
patient/client/resident by name he/she prefersActively listen to
patient/client/residentAlways explain care you plan to provide
before providing it (LaSala & Nelson)Professional Relationships
with EmployerMaintain a positive attitudeComplete duties
effectively & efficiencyConsistently follow policies &
proceduresAlways document and report carefully and
accuratelyCommunicate problems with residents, dutiesReport
anything that keeps you from completing dutiesAsk questions when
you do not know or understand somethingTake directions or
criticisms without getting upsetlook as an opportunity to grow and
improve (LaSala & Nelson)
Professional Relationships with EmployerBe clean, neatly dressed
and groomed (clean hygiene)Be punctualReport to work on timeAdhere
to meals/breaks timeComplete duties & leave work on timeAdhere
to sick, vacation, personal policies-timeNotify employer if unable
to work (If you are ill, stay home rather than exposing
others)Avoid absences from workFollow the Chain of CommandBe a
positive role model for your facility at all timesProvide a way to
be contacted (LaSala & Nelson)Qualities of Great Healthcare
EmployeesCompassionate-caring, concerned, &
understandingEmpathetic-Ability to enter into anothers feelings;
put oneself into anothers shoes)Honest-Speaking & doing the
truthConscientious-Always doing ones best/ being observant,
accurate, & responsible for actionsDependable-Being on time,
being reliable, assisting others when they need it; doing what you
say you will do(Fuzy)Qualities of Great Healthcare
EmployeesRespectful: Respect & concern for others & their
personal propertyConsiderate- an understanding of others feelings
& privacyUnprejudiced- Treating others the same regardless of
culture, race, religion, economic status, or health
conditionNonjudgmental-Not judging the opinions, behaviors, or
conduct of others(Fuzy)Courteous Behaviors in Caring for
ClientsIntroduce yourself & your position or roleAddress others
by preferred nameAddress patients first, then families, visitors or
othersConsider others needs, feelings, concerns Establish
trust:Smile with good eye contactListen attentively &
activelyBe honestProvide privacy Display a positive attitudeUse
appropriate conversationRecognize clients outside influences such
as family, friends, visitorsRespect all members of the healthcare
team(Fuzy)Productive Work HabitsAssess your assignment of
dutiesDevelop a plan for completing duties safely, effectively,
efficiently, & in a timely mannerManage your time so you can
complete assigned tasks within your shiftPrioritize tasks in order
of acuity, clients appointment times while being flexible to meet
changing conditions & situationsRecognize tasks to be performed
& take initiative to complete them (Should not have to be
directed to complete each & every task) (Be aware of tasks
within your scope of practice)Seek to learn new duties &
assignments(Fuzy)Employee ResponsibilitiesEmployee
ResponsibilitiesSafety for clients and workersReport injuries
immediatelyConfidentialityAttend educational meetings
Employee RightsPre-employment/Promotion related to
HiringEmployment: At WillRecommended to have employee handbook with
minimum of following:Workplace Safety & InjurySexual
HarassmentFamily & Medical LeaveUnemployment BenefitsCORBRAGo
to the following website to learn about Employees Rights in
Minnesotahttp://research.lawyers.com/Minnesota/Employment-Law-in-Minnesota.htmlLesson
#5A: Stop & Think Access the Federal Employee Rights and
Responsibilities under the Family & Medical Leave Act Lesson
#5A: Family & Medical Leave ActGo to Discussion tab &
answer the following questions:1. For what reasons can an employee
take unpaid leave under the Family and Medical Leave Act? 2. What
is the maximum length of unpaid, job protected time an employee can
take under this act?3. What are the employees responsibilities
related to this act?4. What are the eligibility requirements in
order to be able to take a family & medical leave?5. What are
the employers responsibilities?
Agencies/Employers ResponsibilitiesProvide information about
policies & proceduresEnsure employee is educated & able to
perform assigned tasksProvide written job description which tells
what one is to during the working hoursProvides competency testing
& skills evaluation before individual provides care for
patients/clientsProvide initial training & continued
educationInitial orientation to policies & proceduresIn-service
training to meet federal requirementsOccupational Safety &
Health (OSHA) AIDS & Hepatitis education
Employer ResponsibilitiesProvide appropriate preparation for
each assignment in order that employee may provide appropriate care
for clients specific needs & conditionsTell employee why client
needs care & goals of the care& Healthcare professionals
involved in careProvide supervisionSupports & teaches employee
how to do new tasks, find solutions, & adjust to new
situationsChecks to see if client is meeting goals (plan of
care)Check if client/family is satisfied with care received
Employer ResponsibilitiesProvide information about
supervisionWhen & where to meet supervisorWhat will be
discussed during the meetingHow your supervisor can be reached for
assistanceWhen & why your supervisor will visit your clients
home or visit with your patientEmployers
ExpectationsCompetency:Describe expectations employers have of
healthcare personnelIdentify important tasks in completing a job
applicationExplain what a cover letter is & why its
importantIdentify key components of a rsum.Discuss how to prepare
for an interviewJob ApplicationMany applications are done on-line
todayPay attention to details as it is a representation of you to
your potential employerPractice completing an application, never
leave lines blank; instead if it does not apply to you, write N/A
in space providedIf completing a hand-written application, be neat,
legible, avoid abbreviations, & use inkBeing prepared is an
advantageIf you can get an applicationpractice completing it before
hand as many are on-lineRsumRsum: a concise systematic summary of
your professional experience & educational backgroundSnapshot
glimpse of ones professional background & experienceOne-page
preferred, Two-page maximum (If its too wordy, it will probably not
be read)Document should be well-planned, informative, &
organized; Be precise, neat, & accurateThree types:
chronological, functional, & a combination of both
Rsum ComponentsHeading: Your name, complete address, phone
number, & an email addressJob objective: Education: Start with
your most recent education & include school name, city &
state; List certification, license, degree or focus of education
& graduation date; follow with other educational
backgroundExperience: Start with most recent or current work
experience; include full- or part-time; position; duties &
responsibilitiesAchievement: Highlights your value to employer; use
action verbs; include community serviceHealth Care JobsExpect an
employment background check if you are working in healthcare or
with children & vulnerable adults as it is a federal &
Minnesota State law.See website for
explanation:http://www.best-job-interview.com/employment-background-check.htmlYou
may be required to have a Cardiopulmonary Resuscitation for
Healthcare Providers (CPR) Certificate when working in healthcare
occupationsYou may be required to present an up-to-date
immunization recordIf training or education are required for the
job you are seeking, you will be required to show documentation,
such as certificate or license, official transcripts, driving
record
ReferencesFuzy, J. (2003). The nursing assistants handbook.
Albuquerque, NM: Hartman Publishing IncFuzy, J. & Leahy, W.
(2005). The home health aide handbook. Albuquerque, NM: Hartman
Publishing Inc.Lasala, K.B. & Nelson, J. (2005, February). What
contributes to professionalism? MedSurg Nursing. Retrieved from
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