Transcript File - Ms. Walajtys` Pharmacy Tech Class Sidekick

Chapter 13
Human Relations
and Communications
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Personal Service in the
Contemporary Pharmacy
In the contemporary pharmacy . . .
The pharmacist is more than just a
dispenser of drugs.
The pharmacy technician is more than
just a cash register operator and stock
person.
A new and welcomed emphasis on
personal service has returned to the
practice of pharmacy.
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Personal Service in the
Contemporary Pharmacy
Personal attention makes customers
feel that the pharmacy is a pleasant
place to do
business.
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Personal Service in the
Contemporary Pharmacy
Pharmacy technicians should remember the
primary rule of merchandising:
At all times you are representing your company to
the patient or customer. Remember that in a
pharmacy you are, in a legal sense, an agent of
your employer and entering into a contract to
provide care to the patient. Your employer must
“answer” for all of your actions.
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Characteristics of the
Pharmacy Technician
A successful pharmacy technician
must possess a wide range of skills,
knowledge, and aptitudes.
Along with these, the pharmacy
technician must also display
A professional attitude
Communication skills
Problem-solving skills
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Characteristics of the
Pharmacy Technician
Attitude
Verbal and nonverbal
communication
Problem solving
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Attitude
Attitude is very important in customer
relations.
The pharmacy technician should
maintain a positive attitude, even
when the day is hectic or when he
or she is not feeling up to par.
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Attitude
A positive attitude also means taking
pride in your workplace.
The pharmacy technician should offer
feedback on improving pharmacy
operations.
Being an invaluable asset to the
overall operation can often be
helpful in career advancement.
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Attitude
• Always display a professional
appearance:
Customers expect a high degree of
cleanliness and professionalism.
The following are important in conveying
a professional atmosphere:
• Proper attire
• Grooming
• Personal hygiene
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Attitude
A pharmacy technician must be
observant of customer needs.
With many things happening at once, it
is often necessary to triage customer
needs.
Acknowledge
customers with
“I’ll be right with you”
and “Thank you for
waiting.”
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Attitude
It is important to demonstrate a professional
empathy for the patient.
Patients may be experience any number of
difficult situations; a caring attitude can go
a long way.
The pharmacy technician is often the bearer
of bad news. It is important to take the time
to explain why a prescription could not be
filled or why insurance does not cover a
particular medication.
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Attitude
The pharmacy technician should be on
the lookout for customers who look
confused or are trying to find a
particular product.
The pharmacy technician can triage
customer requests:
Handling those pertaining to product
location, availability, and price
Referring to the pharmacist those that
require professional judgment
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Attitude
Making a personal connection with
customers is important, especially in a
community pharmacy.
Greeting customers by name makes a big
difference.
Eye contact is especially important to older
customers who may rely on informal lipreading to compensate for a hearing
deficiency.
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Verbal and Nonverbal
Communication
A pharmacy technician needs good
communication skills when receiving
prescriptions and assisting customers.
Verbal communication skills require
practice.
Asking patients open-ended questions as
opposed to closed-ended questions is
always more helpful in eliciting
information.
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Verbal and Nonverbal
Communication
Nonverbal communication is important
also:
Facial expressions
Eye contact
Body position
Tone of voice
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Verbal and Nonverbal
Communication
Listening is a vital skill for the pharmacy
technician:
Maintain eye contact with the speaker.
Use nonverbal signals to indicate that you are
genuinely interested.
Ask questions to clarify what has been said.
Repeat key points of the conversation to
confirm that you have correctly understood
what has been said.
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Verbal and Nonverbal
Communication
Use courteous speech . . .
When interacting in person with
customers
When talking on the telephone with
other
healthcare
professionals
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Verbal and Nonverbal
Communication
Be sensitive to gender, cultural, and
language differences:
Become familiar with the cultural
backgrounds of your customers.
You will be able
to better serve
your customers.
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Verbal and Nonverbal
Communication
Be understanding when obtaining
information from customers with
mental or physical disabilities.
For customers without drug insurance
coverage . . .
Offer lower-cost alternatives.
Provide information on free clinics or
community health centers if possible.
Do not treat those without insurance
differently from other customers.
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Problem Solving
Problem solving is an important asset
for the pharmacy technician:
Dealing with difficult patients
Staying focused at work when home or
school issues threaten to interfere
Dealing with work disputes through
rational, calm, and private discussions
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Problem Solving
Discrimination and harassment are
unethical and illegal.
You do not have to put up with offcolor or crude jokes.
Conversely, you must not create an
environment that is uncomfortable
for your coworkers.
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Other Aspects of
Professionalism
Professional behavior
Teamwork
Interprofessionalism
Do not dispense medical or
pharmaceutical advice
Emergency preparedness
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Professional Behavior
Professional behavior includes adherence
to laws and ethical guidelines.
It also includes a commitment to decorum
and etiquette.
Show respect to your healthcare
colleagues.
If you are in doubt as to expected behavior,
watch and learn from a suitable role
model.
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Teamwork
Pharmacy technicians and
pharmacists must work together as
a cohesive team.
Show respect
for coworkers.
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Teamwork
Using common courtesies can make a
difference.
Do not allow personal differences to
interfere in the workplace.
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Interprofessionalism
Sometimes workplace shows itself in
unintentional rude behavior.
Maintaining courtesy in spite of
rudeness is a mark of a pharmacy
technician’s professionalism.
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Interprofessionalism
Always use the title “Doctor” where
appropriate.
Keep your interactions formal until
you are
requested
to do
otherwise.
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Do Not Dispense Medical
or Pharmaceutical Advice
A pharmacy technician should not
advise customers about
medications and their use (including
OTC drugs and diet supplements).
Refer to the pharmacist any questions
involving patient assessment or the
proper use and effects of
medications.
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Emergency Preparedness
Pharmacy personnel may be called
into action during and emergency or
disaster.
Pharmacies can help plan specific
responses to emergency situations.
Roles and functions of pharmacy and
other professionals are validated
through a credentialing process.
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Health Insurance
Portability and
Accountability Act
Patient identifiers
Patient confidentiality
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Patient Identifiers
HIPAA requires pharmacies to maintain
the privacy of protected health
information (PHI).
Pharmacy staff must remove or conceal
from view any patient identifiers:
Shred all patient-related information
before disposal.
Black out patient information on used
prescription vials.
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Patient Confidentiality
All healthcare professionals must
understand the importance of maintaining
patient confidentiality.
Some patient information needs to be
shared with healthcare professionals for
insurance reimbursement or for drug
studies.
All pharmacies must have a written policy
on patient confidentiality.
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Patient Confidentiality
Electronic transmission of data is
common in the pharmacy:
Improves revenue
Contains cost
Provides better patient care
Efficiency of transmitting information
electronically must be balanced with
the need to maintain data security.
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Patient Confidentiality
The pharmacy technician should be
sensitive and respectful of customer
privacy.
Display a professional, no-nonsense
attitude toward matters that might
be embarrassing for the customer.
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Patient Confidentiality
Matters of medication history
discussed in the pharmacy require the
same amount of privacy
as in the doctor’s
office.
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Patient Confidentiality
Be careful to keep your tone of voice
low so as not to broadcast sensitive
information to nearby customers.
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Patient Confidentiality
Pharmacies are required to have a
policy defining patient privacy rights.
Patients may be asked to sign a
notice of privacy practices to show
that they have read and understand
the pharmacy’s policies.
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Patient Confidentiality
Pharmacies should have policies and
procedures to cover HIPAA
regulations.
State laws also govern patient
confidentiality. The pharmacy
technician should know the
pertinent laws of his or her state.
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