Chapter 23 (Notes)

Question 1

Characteristics of professional CS technicians

Answer 1

• 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.

Question 2

What should Central Service Technicians expect from their employer?

Answer 2

• 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

Question 3

Moral behaviors relates to

Answer 3

basic principles about what is right or wrong

Question 4

Law behavior is determined by

Answer 4

the authority of laws

Question 5

Ethical behavior relates to

Answer 5

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

Question 6

Formal communication include:

Answer 6

• 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

Question 7

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

Answer 7

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

Question 8

Human relations skills:

Answer 8

• 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

Question 9

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

Answer 9

• 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

Question 10

What is vital for an effective team?

Answer 10

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

Question 11

Formal group boss

Answer 11

Hospital Administrator and Board of Directors

Question 12

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

Answer 12

Cross-functional team

Question 13

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

Answer 13

• 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.

Question 14

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

Answer 14

Customer Service

Question 15

Service Recovery Tactic

1.) Acknowledge the customer

Answer 15

“Hello, Farrah”

Question 16

Service Recovery Tactic

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

Answer 16

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

Question 17

Service Recovery Tactic

3.) Remain calm and give your undivided attention.

Answer 17

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

Question 18

Service Recovery Tactic

4.) Ask questions

Answer 18

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

Question 19

Service Recovery Tactic

5.) Empathize with the customer

Answer 19

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

Question 20

Service Recovery Tactic

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

Answer 20

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

Question 21

Service Recovery Tactic

7.) Do not justify or place blame

Answer 21

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

Question 22

Service Recovery Tactic

8.) Provide time frame and remedial action.

Answer 22

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

Question 23

Service Recovery Tactic

9.) Monitor problem resolution progress.

Answer 23

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

Question 24

Service Recovery Tactic

10.) Follow-up with the customer

Answer 24

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

Question 25

Service Recovery Tactic 11.) Learn from the experience

Answer 25

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.