Vocabulary
An oversimplified characteristic of a group of people
Stereotype
Best course of action when a customer asks where to find an over-the-counter product
Show the customer where the product is
What a well groomed employee conveys to customers
Professionalism
HIPAA
The ability to interact with another person verbally and non-verbally
Communication
Aggressive mistreatment, pressure, or intimidation that can be sexual or otherwise
Harassment
The best sequence for a pharmacy technician to handle an angry customer
LEAD (listen, explain, acknowledge, discuss)
The best way to demonstrate good listening skills as a patient talks
Eye contact
Additional labels that convey important warnings about the medication
Auxiliary
Keeping privileged information about patients from being disclosed without their consent
Confidentiality
The awareness and respect for cultural beliefs that vary from our own
Cultural sensitivity
Proper way to get rid of any papers or labels containing protected health information
Shredder
Good nonverbal communication technique when a patient shares a sensitive diagnosis
Minimal facial expression
Additional service at retail pharmacies that technicians can assist with
Vaccinations
Produces immunity to disease
Vaccine
The rules of good manners
Etiquette
Something we are mandated to offer due to OBRA-90
Patient counseling
The first action a technician should take when a customer is shouting at them
Patiently listen
Common PHI identifier
Address or DOB
Proper or polite behavior, or behavior that is in good taste
Decorum
Printed information we give to patients where the FDA communicates side effects, adverse reactions and boxed warning on high-risk drugs
Medication guide
A method to collaborate with other providers for safe, effective and coordinated care
Pharmacists' Patient Care Process
Overall emotional demeanor of a worker toward the job
Attitude
Organization that called for the complete elimination of handwritten prescriptions to avoid problems from illegible or confusing handwriting
ISMP
The answer to the ultimate question of life, the universe, and everything
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