What is Professionalism and how does it apply to me?
Introduction
The term ‘professionalism’ is a noun, which is described
In the Oxford dictionary as ‘the competence and
skill expected of a professional’. Professionalism in
healthcare has become a wide umbrella term which
includes the way an individual conducts themselves.
This is displayed in their:
You may have heard of Fitness to Practice Declarations.
Pharmacists and Pharmacy Technicians have to declare
whether they are fit to practice as a professional person
against a list of health criteria, misconduct or criminal
convictions and competence to carry out their job. This
means that outside work they have to think about what
is acceptable behaviour, and how their attitudes to life
and others affect what and how they do their job.
What about personal qualities and professionalism?
Attitudes
Behaviours
Values
Standards
Performance
Personal qualities2 required may be described as
someone who is:
Your professional conduct
The professional conduct of an individual is as
important in the working environment as it is outside
work too.
Guidance on professional behaviours may come from
professional codes of conduct in certain professions,
e.g. the General Pharmaceutical Council, the Royal
Pharmaceutical Society for Pharmacists and Association
of Pharmacy Technicians UK, and for all staff working in
the NHS, there is the NHS Constitution1.
However professionalism also includes thinking about
and being aware of your own personal behaviours2
which include:
Morals
Values and beliefs
Attitudes, feelings and emotions
Motivations
Prejudices
Personal appearance and level of health (mental
and physical)
We must also think about2, 4, 6:
How we act using social media &
networks
How we maintain data protection/
confidentiality of personal details
How we deal with and develop
positive relationships in work
How we must always put the needs
of patients first
Anne Mallon & Gill Risby
Accountable for their actions
Trustworthy and honest
Acts with integrity and fair conduct
Calm, friendly and approachable
Reliable and capable
Confident
Respectful and caring
These are qualities that can be developed and improved
as we train, learn and work together. But some might
be considered as essential right from the time we think
about applying for a job in the NHS.
You would hope that everyone you meet in your
job and all your colleagues would possess all of the
personal qualities, personal behaviours and follow the
set of rules listed above. However because we are all
different, we need these codes of conduct, guidance
documents and NHS values to help us act and behave
appropriately as members of staff.
It’s a little more complicated too as there are lots of
other ways of acting appropriately and being seen to be
professional in our workplace.
How we deal with ethical dilemmas
How we use professional judgement
How we protect patients and
How we promote equality and
contribute to patient safety
diversity
Our ability to feel and show empathy
Showing respect to others
towards others
Being aware of risks and our ability
How we provide good patient care
to assess risks to us and patients
How we can be a role model to
Our ability to educate our self and
Share knowledge and good practice
patients and colleagues
others
Judge situations and circumstances
How we are accountable for /take
How we can communicate effectively
and act accordingly/appropriately
responsibility our own actions
How we must always look at improving services
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The NHS Constitution
Let’s take a look at the extracts from the NHS Constitution March 20131 below which relate to the service we provide,
how we should act and the core values of the NHS.
Working together
for patients.
Improving lives.
We maximise our resources for the benefit of
the whole community, and make sure nobody is
excluded, discriminated against or left behind.
We accept that some people need more help,
that difficult decisions have to be taken – and
that when we waste resources we waste
opportunities for others.
Everyone counts.
We strive to improve health and wellbeing and
people’s experiences of the NHS. We cherish
excellence and professionalism wherever we find
it – in the everyday things that make people’s
lives better as much as in clinical practice, service
improvements and innovation. We recognise
that all have a part to play in making ourselves,
patients and our communities healthier.
We ensure that compassion is central to the
care we provide and respond with humanity
and kindness to each person’s pain, distress,
anxiety or need. We search for the things we can
do, however small, to give comfort and relieve
suffering. We find time for patients, their families
and carers, as well as those we work alongside.
We do not wait to be asked, because we care.
Compassion.
We earn the trust placed in us by insisting on
quality and striving to get the basics of quality
of care – safety, effectiveness and patient
experience; right every time. We encourage
and welcome feedback from patients, families,
carers, staff and the public. We use this to
improve the care we provide and build on our
successes.
We value every person – whether patient, their
families or carers, or staff – as an individual,
respect their aspirations and commitments in
life, and seek to understand their priorities,
needs, abilities and limits. We take what others
have to say seriously. We are honest and open
about our point of view and what we can and
cannot do.
Respect and dignity.
Patients come first in everything we do. We
fully involve patients, staff, families, carers,
communities, and professionals inside and
outside the NHS. We put the needs of patients
and communities before organisational
boundaries. We speak up when things go wrong.
Commitment to
quality of care.
Here are the six values from the NHS constitution and an explanation of each one:
Here are your responsibilities when working in the NHS (extracts taken from NHS Constitution March 20131).
You have a legal duty to:
• be honest and truthful in applying for a job and in
carrying out that job.
• not to discriminate against patients or staff and to
comply with equal opportunities and equality and
human rights legislation.
• act in accordance with the terms of your contract of • protect the confidentiality of personal information
employment.
that you hold.
• take reasonable care of health and safety at work for you, your team and others, and to co-operate with
employers to ensure you comply with health and safety requirements.
You should aim:
• to maintain the highest standards of care and
• to play your part in improving services by working
service, treating every individual with compassion,
in partnership with patients, the public and
dignity and respect.
communities.
• to view the services you provide from the
• to take up training and development opportunities
standpoint of a patient, and involve patients, their
provided.
families and carers in the services you provide,
• to raise any genuine concern you may have about
working with them, their communities and other
a risk, malpractice or wrongdoing at work (such as
organisations, and making it clear who is responsible
a risk to patient safety, fraud or breaches of patient
for their care.
confidentiality).
• to inform patients about the use of their
• to take every appropriate opportunity to encourage
confidential information and to record their
and support patients and colleagues to improve
objections, consent or disagreement.
their health and wellbeing.
• to provide access to a patient’s information to other relevant professionals, always doing so securely, and only
where there is a legal and appropriate basis to do so.
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Code of Conduct and Guidance
Below are some basic guidance points adapted from the
Code of Conduct for Healthcare Support Workers and
Adult Social Care Workers in England 20133.
N.B. These should be observed, as a minimum standard by all,
and each professional group will also have their own code.
Your actions:
1. Recognise your abilities and the limitations of your
competence and only carry out those tasks agreed
in your job description and for which you are
competent.
2. Always behave and present yourself in a way that
does not call into question your suitability to work
in pharmacy.
3. Be able to discuss your actions openly and
honestly, explaining what you did or what you failed
to do.
4. Always ask your manager for guidance if you do not
feel able or adequately prepared to carry out any
aspect of your work, or if you are unsure how to
effectively deliver a task.
5. Tell your manager about any issues that might
affect your ability to do your job competently and
safely. If you do not feel competent to carry out an
activity, you must report this.
6. Understand how to maintain clear and appropriate
professional boundaries in your relationships with
patients, carers and colleagues at all times.
7. Never accept any offers of loans, gifts, benefits or
hospitality from patients and their carers which may
be seen to compromise your position.
8. Follow organisational and department SOPs,
policies, codes of conduct.
9. Report any actions or omissions by yourself or
colleagues that you feel may compromise the safety
or care of patients.
People’s privacy, dignity, rights:
1. Always act in the best interests of patients and their
carers.
3. Always treat people with respect, compassion and
empathy.
4. Put the needs of the patient first.
2. Always maintain the privacy and dignity of patients
and carers.
5. Always make sure that your actions or omissions do
not harm an individual’s health or wellbeing. (You
must never abuse, neglect, harm or exploit patients
or their carers or your colleagues).
6. Promote people’s independence and ability to be
7. Challenge and report dangerous, abusive,
responsible for their own health.
discriminatory or exploitative behaviour or practice.
8. Always gain valid consent before providing
9. Always take comments and complaints seriously,
healthcare. (You must also respect a person’s right
respond to them in line SOPs and inform a senior
to refuse to receive healthcare if they are capable of
member of staff.
doing so).
Working with colleagues:
1. Understand and value your contribution and the
vital part you play in your team.
3. Recognise and respect the roles and expertise of
your colleagues.
2. Work openly and co-operatively with patients, their
families and carers and treat them with respect.
4. Honour your work commitments, agreements and
arrangements and be reliable, dependable and
trustworthy.
5. Work openly and co-operatively with colleagues and 6. Actively encourage the delivery of high quality
treat them with respect.
healthcare, and pharmacy services.
Communication:
1. Communicate respectfully with patients and
their carers in an open, accurate, effective,
straightforward and confidential way.
3. Always explain who you are, your job role and what
you intend to carry out with the individual and only
continue if they give valid consent.
5. Immediately report to a senior member of staff
any changes or concerns you have about a person’s
condition.
2. Communicate effectively and consult with your
colleagues as appropriate.
4. Maintain clear and accurate records in line with
SOPs.
6. Recognise the limits of your role, knowledge and
competence when communicating with patients,
carers and colleagues.
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Confidentiality:
1. Treat all information about patients and their carers 2. Only discuss or disclose information in accordance
as confidential.
with legislation and SOPs.
3. Always seek guidance from a senior member of staff 4. Always discuss issues of disclosure with a senior
regarding any information or issues that you are
member of staff.
concerned about.
Training:
1. Ensure you are up to date with all statutory and
2. Participate in personal development to achieve the
mandatory training.
competence required for your role.
3. Carry out competence-based training and education 4. Improve the quality and safety of the service you
in line with SOPs.
provide in line with SOPs.
5. Maintain an up-to-date record of your training and
6. Contribute to the learning and development of
development.
others as appropriate.
Equality, diversity and inclusion:
1. Respect the individuality and diversity of patients
and their carers, and your colleagues.
3. Promote equal opportunities and inclusion for
patients and their carers.
Local and departmental guidelines
Pharmacy assistants must be able to demonstrate an
awareness of guidelines available for the area in which
they are working5.
The guidelines will include the relevant pharmacy
standard operating procedures and may include local
policies, e.g.
Health and Safety
Control of Substances Hazardous to Health
(COSHH)
Hygiene
Infection Control
Equality and Diversity
Confidentiality
Glossary of Terms
Extracts taken and adapted from the Code of Conduct for
Healthcare Support Workers and Adult Social Care Workers in
England 20133.
COMPASSION: descriptions of compassionate care
include: dignity and comfort; taking time and patience
to listen, explain and communicate; demonstrating
empathy, kindness and warmth; care centred around
an individual person’s needs, involving people in the
decisions about their healthcare, care and support.
COMPETENCE: the knowledge, skills, attitudes and
ability to practise safely and effectively without the
need for direct supervision.
2. Do not discriminate or accept discrimination against
patients, their carers or your colleagues.
4. Report any concerns regarding equality, diversity
and inclusion to a senior member of staff as soon as
possible.
COMPETENT: having the necessary ability, knowledge,
or skill to do something successfully.
DIGNITY: covers all aspects of daily life, including
respect, privacy, autonomy and self-worth. While
dignity may be difficult to define, what is clear is that
people know when they have not been treated with
dignity and respect. Dignity is about interpersonal
behaviours as well as systems and processes.
DISCLOSURE: revealing or telling of information that
may be confidential, private or protected.
DISCRIMINATE: discrimination can be the result of
prejudice, misconception and stereotyping. Whether
this behaviour is intentional or unintentional does
not excuse it. It is the perception of the person
discriminated against that is important.
DIVERSITY: celebrating differences and valuing
everyone. Diversity encompasses visible and non-visible
individual differences and is about respecting those
differences.
EQUALITY: being equal in status, rights, and
opportunities.
EMPATHY: the ability to understand and share the
feelings of another.
INCLUSION: ensuring that people are treated equally
and fairly and are included as part of society.
RESPECT: to have due regard for someone’s feelings,
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wishes, or rights.
VALID CONSENT: for consent to be valid, it must be
given voluntarily by an appropriately informed person
who has the capacity to consent to the intervention
in question. This will be the patient, the person
who uses health and care services or someone with
parental responsibility for a person under the age of
18, someone authorised to do so under a Lasting Power
ofAttorney (LPA) or someone who has the authority to
make treatment decisions as a court appointed deputy.
Agreement where the person does not know what the
intervention entails is not ‘consent’.
References
1. NHS Constitution March 2013
2. Professionalism in Healthcare Professional Research
Report 2011, Health Professional Council (HPC)
3. Code of Conduct for Healthcare Support Workers
and Adult Social Care Workers in England 2013,
Skills for Care & Skills for Health 2013
4. Professionalism A CPD Programme for Pharmacy
Technicians (Oct 2012), CPPE
5. Promote professional development in pharmacy
practice, Wales Centre for Pharmacy Professional
Education (2013)
6. Framework for Pharmacy Technicians Handbook
(June 2013) CoDEC
Pharmacy Development Unit © 2014
Baines Wing
School of Healthcare
University of Leeds
Leeds LS2 9JT
T: 0113 343 7551
E: [email protected]
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