Chapter 23 (Notes) Flashcards

1
Q

Characteristics of professional CS technicians

A
  • Have a positive attitude and take pride in themselves, and the important work they do
  • Possess the knowledge and skills required to be proficient.
  • Demonstrate respect for policies and procedures
  • Are alert to the need for ongoing improvement.
  • Contribute 100% (give it their all) to help their team meet its goals.
  • Are genuinely interested in helping others.
  • Know, attain (and even exceed) their facility’s quality and quality standard
  • Are competent communicators.
  • Practice appropriate human relations skills
  • Respect their supervisors and peers.
  • Are creative.
  • Follow High ethical and moral standards.
  • Are self confident
  • Are courteous to their co-workers and all others with whom they have contact.
  • Admit mistakes and learn from them.
  • Follow appropriate personal hygiene and dress standards.
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2
Q

What should Central Service Technicians expect from their employer?

A
  • A job description that outlines expectations of their position.
  • Safe working conditions
  • Training to meet job standards and additional training to maintain performance and, possibly, advance to more responsible positions.
  • An environment that value and fosters teamwork.
  • An explanation of all applicable policies, rules and regulations
  • A fair evaluation of their work
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3
Q

Moral behaviors relates to

A

basic principles about what is right or wrong

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4
Q

Law behavior is determined by

A

the authority of laws

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5
Q

Ethical behavior relates to

A

what is right and wrong, relative to the standards of conduct for a profession.

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6
Q

Formal communication include:

A
  • Instructions, advice and coaching by managers and supervisors.
  • Facility and departmental policies and procedures that help regulate behavior and work practice.
  • Discussions in departmental and other meetings.
  • Individual and group training presentations.
  • Facility and departmental bulletins, memos, newsletters and related communication tools.
  • Performance evaluations.
  • Employee work schedules.
  • Conversations related to delegated project assignments
  • Monitoring of ongoing work activities
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7
Q

If information captured in personal photos and videos is shared outside facility

A

Health Insurance Portability and Accountability Act (HIPAA) and confidentiality concerns can become an issue

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8
Q

Human relations skills:

A
  • They recognize each of their fellow employee as individuals and, when possible, incorporate this understanding into how they interact with other staff members
  • They contribute effectively to their team because this benefits the department, facility, profession and the patient.
  • They develop a genuine spirit of cooperation and teamwork amongst themselves, their peers and those at higher organizational levels
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9
Q

Teamwork is beneficial to the facility in other ways, as well. For example, it can:

A
  • Improve productivity through increased staff cooperation.
  • Increase employee job satisfaction.
  • Improve the work environment by creating a common purpose for staff members.
  • Decrease job-related stress
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10
Q

What is vital for an effective team?

A

Cooperation - To provide good service, one must be willing to assist and work with other employees.

Promptness - When an employee is late to work or does not show up, the remaining members of the team must work harder. As a result, work quality and moral can suffer.

  • Trust - An effective member of a team trusts co-workers and supervisors. Co-workers and supervisors also trust each team member
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11
Q

Formal group boss

A

Hospital Administrator and Board of Directors

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12
Q

a group of employees from different departments within the healthcare facility that works together to resolve operating problems.

A

Cross-functional team

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13
Q

Developing a work environment where all coworkers are respected provides the following advantages:

A
  • A welcoming and rewarding work environment improves job satisfaction.
  • When people are valued, employee turnover and absenteeism are minimized, and associated costs are reduced.
  • A culture of understanding, respect and cooperation encourages teamwork.
  • Diverse backgrounds create more creative alternatives as decisions are made and as problems are resolved.
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14
Q

Referring to the relationship between the CS team and its customers.

A

Customer Service

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15
Q

Service Recovery Tactic

1.) Acknowledge the customer

A

“Hello, Farrah”

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16
Q

Service Recovery Tactic

2.) Carefully listen to the customer’s problem.

A

The nurse explains that the proper instrument tray must be delivered immediately

17
Q

Service Recovery Tactic

3.) Remain calm and give your undivided attention.

A

The CS technician who is speaking with the OR nurse gives her complete attention and is not distracted by anything else in the area

18
Q

Service Recovery Tactic

4.) Ask questions

A

“Farrah, I’m sorry about the mix up. What instrument tray do you need?”

19
Q

Service Recovery Tactic

5.) Empathize with the customer

A

“It must be frustrating when this problem occurs. I know this is a very serious problem that must be addressed immediately.”

20
Q

Service Recovery Tactic

6.) Apologize for the problem and accept responsibility to resolve it

A

“I’m very sorry, Farrah. I’ll be right there with the instruments you need.”

21
Q

Service Recovery Tactic

7.) Do not justify or place blame

A

The CS Technician does not tell the nurse that the set delivered earlier was the set that was on the order. He/she does, however, relay the information to the CS manager who can initiate discussions to help ensure that problems with instrument tray descriptions not continued

22
Q

Service Recovery Tactic

8.) Provide time frame and remedial action.

A

“I can return within five minutes with the instruments you need.”

23
Q

Service Recovery Tactic

9.) Monitor problem resolution progress.

A

The CS technician cannot be distracted as he/she returns to the department and returns with the correct instrumentation

24
Q

Service Recovery Tactic

10.) Follow-up with the customer

A

The CS technician (or his/her manager who has been notified) later contacts the OR nurse to confirm that the problem has been resolved.

25
Q

Service Recovery Tactic

11.) Learn from the experience

A

The customers complaint has identified a problem. Since it has been brought to the attention of the CS Manager, corrective action can be taken to reduce the possibility that improper instrument sets are delivered in the future.