Professional Attributes & Practices
An online or written, step-by-step set of instructions for pharmacists and technicians on all operations within the pharmacy department.
What is a policy and procedure (P&P) manual?
a P&P ensures the smooth operation of the department. P&P could include answers to:
Can you fill a family member (or your own) prescription?
Do you get paid overtime?
Can technicians add auxiliary labels?
Can a technician fill a Schedule 2 prescription?
What is the process of patient identification at the time of pickup?
Greeting patients by this is important and will likely result in that patient returning to that pharmacy.
What is name?
This shows personal attention to the customer
Questions that involve professional medical or medication information, judgement, or counseling can be answered by the______.
What is pharmacist?
Patients can tolerate inconvenient news when the reasons are ___
What is explained?
If you are not comfortable explaining the answer, refer to a senior technician or the pharmacist.
HIPPA is an abbreviation for this
What is the Health Insurance Portability and Accountability Act?
comprehensive law passed in 1996
The overall outward look of an employee on the job.
What is appearance?
What is triaging?
When answering calls and talking to customers on the phone, one should
What is smile?
This will make the customer feel that their call was welcomed and not an interruption or a burden.
The acronym L.E.A.D. can be used when dealing with an angry customer. It stands for this:
What is Listen, Explain, Acknowledge, and Discuss?
This can be used when dealing with difficult co-workers and managers as well.
HIPAA was a federal law passed in 1996 to achieve this goal
What is protect patients' private health information?
Defined as rules of good manners.
What is etiquette?
"Do you have a headache?" is an example of
What is a closed-ended question?
Asked in a yes/no format.
To make this into an open-ended question, ask "How would you describe any physical sensations or discomfort you may be experiencing right now?"
This term is commonly defined as the customs, beliefs, art, food, traditions, religious practices, marriage and family structures, and attitudes that are learned and shared to varying degrees by members of a group.
What is culture?
This term is defined as preferential treatment (favoritism) or mistreatment for reasons of age, gender, ethnicity, sexual orientation, religion, or other factors
What is discrimination?
Protected health information
Examples such as Doctor, Mr., Mrs., Ms., Sir, Madam, Ma'am
What is proper direct address?
The ability to share and understand another person's feelings is called
What is empathy?
Try to be open and receptive and do not make any assumptions or judgement of the patient.
This term is defined as an oversimplified characteristic of a group of people.
What is stereotype?
it is a generic image of a group of people based on patterns, word of mouth stories, prejudiced attitudes, opinions, or uncritical judgements about isolated incidents blown into sweeping generalizations.
This term is defined as aggressive mistreatment, pressure, or intimidation that can be sexual or otherwise.
What is harassment?
Failure to comply with HIPAA regulations can result in
What is civil and criminal penalties?
To clarify issues when listening, you would
What is ask questions?
Asking questions and repeating portions of the conversation confirms that you have heard correctly.
A method of collaborating with prescribers, other pharmacists and pertinent health are professionals to provide "safe, effective, and coordinated care," is called
What is the Pharmacists' Patient Care Process?
Guides pharmacists to:
Collect relevant information
Assess the collected information, identifying problems and evaluating solutions
Plan an evidence based care plan tailored to the patient
Follow-up by monitoring and evaluating how effective the care plan is and makes necessary adjustments.
This phrase in the pharmacy, refers to having the capacity to serve effectively and respectfully the diverse individuals and communities of pharmacy patients and customers in the context of their varied cultural beliefs, needs and behaviors.
What is cultural competence?
treat your customers/patients with dignity and respect regardless of their race, religion, physical or learning ability, gender, gender assignment, sexuality, health status or how they choose to live.
You should do this if you cannot understand a customer
What is enunciating, speaking slowly, and avoid using slang or abbreviations?
Do not speak louder or in an exaggerated slow manner - that can come across as condescending.
This term is defined as keeping privileged information about customers from being disclosed without their consent.
What is confidentiality?
Each pharmacy is required to have a policy statement that defines patient privacy rights and protections and how patient information will be used by the pharmacy, which must be presented to the patient for signed consent. (notice of privacy practices statement).