First Impression and Aspects of Clinic

first impressions + going from good to great + telehealth

when do first impressions start (3) (First Impressions)

1. someone sees you

2. someone hears on the phone

3. receives written communication from you

human beings are built to — each other up quickly (First Impressions)

size

what influences first impressions (4) (First Impressions)

1. facial shape

2. vocal inflection

3. outer appearance

4. general emotional state

how long does it take to make a first impression (First Impressions)

7 seconds

true or false you should acknowledge someone even if you’re busy (First Impressions)

true

your client deserves —% of your attention (First Impressions)

100

what happens of you don’t give a client a 100% attention (First Impressions)

Anything less and you'll likely make them feel unimportant or even irritated

what is the key to a good first impression (4) (First Impressions)

1. body language

2. tone of voice

3. smiling

4. active listening

how far away can we pick up a smile (First Impressions)

30 m away

a smile lets us know … (First Impressions)

that we're likely to get a positive reception

when you need a confidence boost what pose should you do? (First Impressions)

power pose

you should Speak — and with an — tone (First Impressions)

clearly, even

what are some filler words to avoid (4) (First Impressions)

1. um

2. so

3. like

4. you know

what clothing helps give good impressions (4) (First Impressions)

1. clean scrubs

2. name tag

3. hair done nicely

4. clean shoes

professionalism includes (3) (First Impressions)

1. demeanour

2. appearance at work

3. in the community.

professionalism means being (10) (First Impressions)

1. respectful

2. trustworthy

3. competent

4. considerate

5. empathetic

6. courteous

7. dependable

8. co-operative

9. committed and accountable

10. acting with integrity

key components of proffesionalism (5) (First Impressions)

1. Projection of a proper image to those around them

2. Possess values and exhibiting professional roles in their behaviour

3. Respect for self and others

4. Accept personal responsibility

5. Not participate in gossip

why are ethics developed (3ish) (First Impressions)

to cultivate

1. rules

2. codes

3. conduct

what are the 3 ethic levels (First Impressions)

1. social

2. personal

3. professional

define social ethics (First Impressions)

conscious principles adopted/ accepted by society

define personal ethics (First Impressions)

defines what is right or wrong on an individual basis

define professional ethics (First Impressions)

developed by professionals of a particular discipline

define vet tech oath (First Impressions)

states we must have a commitment to lifelong learning and an obligation to remain current with technical information that pertains to our job

define reputation (First Impressions)

characteristics about what someone would think about you

the first two habits for success are (Going from Good to Great)

1. proactive

2. beginning with the end in mind.

The failures of adequate communication are often a complex mix of (4) (Going from Good to Great)

1. perceived hierarchical differences

2. contradictory and ambiguous roles

3. interpersonal power differentials

4. conflict between individuals or groups

four distinctive elements that contribute to the formation of a successful team (Going from Good to Great)

1. a team task

2. clear boundaries

3. clearly specified authority to manage their own work processes

4. membership stability over time

There are three common assumptions made by managers and leaders that include the beliefs that their working group (Going from Good to Great)

1. knows how to be a cohesive team

2. values of working as a team

3. has the requisite self awareness, communication skills, and self-management skills necessary to collaborate well.

Teamwork relies on (3) (Going from Good to Great)

1. caring for patients and clients

2. avoiding costly medical errors

3. creating an environment conducive to the well-being of the staff and the clientele.

all teams must overcome potential pitfalls (5) (Going from Good to Great)

1. Absence of trust

2. Fear of conflict

3. Lack of commitment

4. Avoidance of accountability

5. Inattention to results

list 6 attendant norms that they suggest the team ought to address and adopt. (Going from Good to Great)

1. Attendance (work day and meetings)

2. Appropriate interruptions (eg, when are phone calls appropriate)

3. No sacred cows (no issues protected from discussion in constructive way)

4. Constructive criticism (how to work through problems in a constructive way)

5. Confidentiality (sensitive team issues will not be discussed outside the group)

6. Action orientation (their purpose is to act and produce results)

define accountability (Going from Good to Great)

the willingness of team members to remind one another when they are not living up to the performance standards of the group

define hamster health care (Going from Good to Great)

This metaphor illustrates that busy medical professionals, like hamsters, are ensconced on their treadmill of urgent daily activities that eat up time that might be better spent in planning and reflection.

Finding the time to focus on team development is difficult and costly.  True or False? (Going from Good to Great)

true

What needs to be invested to make the vision of a highly functional team become a reality? (2) (Going from Good to Great)

1. Beginning with the end in mind

2. creating a clear picture of high functioning team.

Breakdown of communication and follow-up were the primary reason that medical errors occur according to their 2000 study.    True or False? (Going from Good to Great)

true

It is imperative that the healthcare team commits to the ______________ and that all individuals agree to _______________________. (Going from Good to Great)

practice mission and living it out on a daily basis

All employees want to be team players.   True or False? (Going from Good to Great)

false

It is a leaders responsibility to reinforce a positive team culture.  True  or  False? (Going from Good to Great)

true

Changing habituated behavioral patterns is easy and can be done with little effort.  True or False? (Going from Good to Great)

false

 Besides technical skills, what are potential employees selected for? (Going from Good to Great)

interpersonal skills

Weekly meetings are essential and accomplished when all members are present and focused on the business of the team. (true or false)  (Going from Good to Great)

true

Why is creating an effective team considered to be a major cha (Going from Good to Great)llenge, as per the article? (3)

takes time, teaching and training to make this team

What is the “greatest enemy” of the creation of a well functioning team? (Going from Good to Great)

hamster health care -  urgent daily activities eat up time that might be better spent planning and reflecting

what are the components of telehealth (6) (Telehealth)

1. telemedicine

2. telemonitiring

3. e-prescribing

4. teleconsulting

5. teleadvice

6. teletriage

define Telemedicine (Telehealth)

the distribution of health-related services and information via electronic information and telecommunication technologies

what do successful telehealth champions do? (7) (Telehealth)

1. solve problems

2. support effective workflow

3. keep their focus on the goals

4. communicate often and clearly

5. provide training

6. motivate

7. multitask

Benefits of Telemedicine (5) (Telehealth)

1. Access

2. Time and Cost Savings

3. Improved Diagnostics

4. Patient Monitoring

5. External Marketing

what are the 4 benefits of external marketing (Telehealth)

1. Convenience

2. Improved Patient Care and Outcomes

3. Client Relations

4. Practice Sustainability

what does RPM stand for (Telehealth)

Remote Patient Monitoring

define Remote Patient Monitoring (Telehealth)

the process of monitoring the pet patient outside of clinical setting.

what are the 2 modes of Remote Patient Monitoring (Telehealth)

1. The Vet can receive the data via a device or app

2. The client notices changes and the vet/ client can converse over the phone or google meet

Telemedicine is broken up into 4 sections (Telehealth)

1. Synchronous (teleconferencing)

2. Asynchronous (electronic communication)

3. Remote Patient Monitoring

4. Mobile Health (text messages, alerts and reminders)