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Define diversity in a health care setting
a type of a occupation in which you work such as nursing, medical assistant, secretarial, food service, etc
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Define culture
groups of people who share the same values and norms
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what is bias?
prejudice favoring one side or one person over another
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what does cultural competence mean?
the ability to interact effectively with people from different cultures
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list some examples of customers of health care workers
- patients
- visitors
- coworkers
- guest
- doctors
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what is HCAHPS used for?
used by hospital to measure and report patient satisfaction
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list some facts about patients and customer service
- they never forget the experience
- can overhear phone conversations down the hallway
- they will become irritable if they don't get info quickly enough
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what do you do if the Dr ask you to do something that is outside your scope of practice?
speak up! "that's not within my scope of practice but I will find someone to help you"
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what is a healing environment?
a physical space designed to reduce stress, ensure safety & uplift the spirits of patients, visitors & staff to benefit both patients & workers
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define transparency
info that is open, clear & capable of being seen
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the ability to manage aspects of your life outside of work is called?
personal skills
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the total impression you make on other people is/are?
personal image
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list some things that reflect a professional appearance and good grooming
- personal habits
- grammar & language
- well groomed
- clean & neat
- dress code
- confidence in caregivers
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what can stereotyping lead to?
inaccurate first impressions
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do employers have to provide a smoke area?
no
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what can poor grammar indicate?
a lack of education and refinement
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what are some things that can have a negative impact on your personal image
- people you associate with
- drinking alcohol
- engaging in wild behavior
- dating a coworker
- dating your supervisor
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what are personal management skills?
the ability to manage time, personal finances, stress, and change
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the lack of effective time management skills can result in ?
- attendance problems
- job dismissal
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name some good personal financial management statagies (read carefully on test)
- develop a budget
- no payday loans
- have retirement funds ASAP
- limit credit card use to emergency situations, have savings plan
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what types of changes can cause stress?
any type
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what are adaptive skills?
- the ability to adjust to change
- (none of the above on test)
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