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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
groups of people who share the same values and norms
what is bias?
prejudice favoring one side or one person over another
what does cultural competence mean?
the ability to interact effectively with people from different cultures
list some examples of customers of health care workers
what is HCAHPS used for?
used by hospital to measure and report patient satisfaction
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
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"
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
info that is open, clear & capable of being seen
the ability to manage aspects of your life outside of work is called?
the total impression you make on other people is/are?
list some things that reflect a professional appearance and good grooming
- personal habits
- grammar & language
- well groomed
- clean & neat
- dress code
- confidence in caregivers
what can stereotyping lead to?
inaccurate first impressions
do employers have to provide a smoke area?
what can poor grammar indicate?
a lack of education and refinement
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
what are personal management skills?
the ability to manage time, personal finances, stress, and change
the lack of effective time management skills can result in ?
- attendance problems
- job dismissal
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
what types of changes can cause stress?
what are adaptive skills?
- the ability to adjust to change
- (none of the above on test)