1 / 17

Professionalism/Customer Service in the Health Care Environment

Professionalism/Customer Service in the Health Care Environment. Ethical and Diversity Issues Related to Communication and Customer Service. Ethical Issues – Lecture a.

nowles
Download Presentation

Professionalism/Customer Service in the Health Care Environment

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Professionalism/Customer Service in the Health Care Environment Ethical and Diversity Issues Related to Communication and Customer Service Ethical Issues – Lecture a This material (Comp 16 Unit 7) was developed by The University of Alabama at Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number 1U24OC000023. This material was updated in 2016 by Bellevue College under Award Number 90WT0002. This work is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/4.0/

  2. Ethical IssuesLearning Objectives • Characterize the dimensions of ethics.

  3. Ethics Considerations inHealth Care • Code of moral principles and values • Provide standards (standards of conduct, code of ethics) • Influence decision making with respect to what is “right” and “wrong” • Biomedical ethics • Ethics applied to health care, medicine, and research

  4. Ethics Considerations inHealth Care Continued • Ethics vs. Codified Law Image by Vivian Todhunter and CAST, CC-BY

  5. Ethics Considerations inHealth Care Continued 2 • Ethical dilemma: each alternative has some undesirable consequence • Ethical dilemmas in health care • Conflict between health professional’s beneficence and patient’s autonomy • Conflict between the needs of the individual and the organization or between the organization and society

  6. Approaches to Ethical Decision Making Daft, 2015; Image by Vivian Todhunter and CAST, CC-BY

  7. Approaches to Ethical Decision Making Continued • Utilitarian approach • What results in the greatest good for the largest number of people?

  8. Approaches to Ethical Decision Making Continued 2 • Individualism approach • What is in the best long-term interest of the decision maker?

  9. Approaches to Ethical Decision Making Continued 3 • Moral-rights approach • What will protect the rights of the individuals affected by the decision?

  10. Approaches to Ethical Decision Making Continued 4 • Justice approach • What is the best decision based on standards of equity, fairness, and impartiality? • Distributive justice • Procedural justice

  11. Medical Ethics Committees Image by Vivian Todhunter and CAST, CC-BY

  12. Ethical Issues Related to Communication in Health IT • Interaction with vendors—Example 1 • Conflict of interest • Importance of establishing clear decision-making process and evaluation criteria

  13. Ethical Issues Related to Communication in HIT Continued • Interaction with vendors—Example 2 • Previously reported issue, oversight, or legitimate change request? • Involvement of business sponsor? • Cost vs. impact to users? • Importance of establishing change process for all stages of health IT implementation, not just selection process

  14. Ethical IssuesSummary – Lecture a • Ethics are based on shared principles and values that guide our behaviors and decision making. • Ethics can help address ethical issues for which there is no codified law. • Ethical decision making should include all potential consequences for all parties involved.

  15. Ethical IssuesSummary – Lecture a Continued • Four different approaches to ethical decision making: utilitarian, individualism, moral rights, and justice • Yearly ethics and compliance training for all employees, including health IT professionals

  16. Ethical IssuesReferences – Lecture a References Daft, R. L. (2015). Management, 12th ed. Mason, OH: South-Western Cengage Learning. Stanford Center for Biomedical Ethics. (2016). Biomedical Ethics & Medical Humanities Scholarly Concentration (BEMH). Retrieved from https://med.stanford.edu/bioethics/education/bemh.html Velasquez, M., Andre, C., Shanks, S. J., & Meyer, M. (2015). Thinking ethically. Retrieved from https://www.scu.edu/ethics/ethics-resources/ethical-decision-making/thinking-ethically Images Slides 4, 6, and 11: By Vivian Todhunter and CAST, CC-BY.

  17. Professionalism/Customer Service in the Health Care EnvironmentEthical and Diversity Issues Related to Communication and Customer ServiceLecture a This material was developed by The University of Alabama at Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000023. This material was updated in 2016 by Bellevue College under Award Number 90WT0002.

More Related