PHAR 662 Pharmacy Administration Module: Exam Review & Study Guide

This set of flashcards serves as a comprehensive review tool covering essential concepts, definitions, and critical information for the PHAR 662 Pharmacy Administration exam.

What does the term 'management' refer to in pharmacy practice?

The process of maximizing productivity by using and developing people’s talents while providing opportunities for growth.

What are the areas of pharmacy management covered in the exam?

Management Essentials, Compliance, Human Resources Management, Customer Service, and Quality in Pharmacy Operations.

What role do pharmacy managers serve?

They operate the pharmacy and manage the people working there.

What types of resources are managed in pharmacy management?

Money, people, time, material resources, and information.

Explain the Durham-Humphrey Amendment of 1951.

It established two categories of medication: prescription and over-the-counter.

What are Health Maintenance Organizations (HMOs)?

A type of health insurance plan providing care through a network of providers for a prepaid fee.

Define Medication Therapy Management (MTM).

A service helping patients understand their medications and health conditions.

What are some examples of services included in MTM?

Medication reviews, education, coordination of care, and progress tracking.

What is the purpose of the Criticality of Management?

To emphasize the interconnectedness of management and clinical practice.

What do contemporary views of management focus on?

Employee engagement, alignment of values with organization, and knowledge workers.

What are the four functions of management according to Fayol?

Forecast and plan, organize, command, coordinate, and control.

What distinguishes management from leadership?

Management focuses on processes and organizing resources while leadership is about guiding and inspiring people.

What is the goal of the Performance Appraisal System?

To evaluate and improve employee performance systematically.

What are the principles of Deming's Total Quality Management?

Continuous improvement, management’s role in fostering quality, and the focus on systems rather than individual errors.

What key factors should be considered when setting goals?

Specificity, measurability, achievability, realism, and time-bound.

What is the purpose of collaborative pharmacy practice?

To enhance patient care by allowing pharmacists to collaborate with healthcare providers.

What defines the Human Resources Management process in pharmacy?

Achieving organizational objectives through managing people and policies.

What is a common error in performance evaluations?

Halo effect, which influences all ratings based on one positive trait.

What does SWOT analysis include?

Evaluating strengths, weaknesses, opportunities, and threats.

What are some characteristics of effective patient care services?

Personalization, consistency, effectiveness, and continuous improvement.

What is the purpose of quality assurance in pharmacy?

To ensure that standards are met consistently in patient care.

What does the ECHO model assess?

Economic, Clinical, and Humanistic outcomes.

What are the five rights of medication administration?

Right patient, right drug, right dose, right route, and right time.

Describe the role of the Pharmacist-in-Charge (PIC).

To oversee pharmacy operations, ensuring compliance with laws and regulations.

What does the term 'service recovery' refer to?

Actions taken to correct a service failure and restore customer satisfaction.

How are employees protected under the Fair Labor Standards Act (FLSA)?

The act sets wage and hour protections, including minimum wage and overtime pay.

What should be included in a business plan for pharmacy services?

Market analysis, operational plan, financial projections, and marketing strategies.

What is the importance of feedback in pharmacy practice?

It helps identify service gaps and improve customer satisfaction.

What is the definition of pharmaceutical care?

A practice where pharmacists take responsibility for a patient's medication-related needs.

What key document must be available during a Board of Pharmacy inspection?

Essential pharmacy operation documents and self-assessment forms.

What do you need to consider when implementing new pharmacy services?

Regulatory compliance, patient needs, and service delivery methods.

How does a pharmacy manage patient data under HIPAA?

By ensuring confidentiality and limiting access to patient information.

Define compliance in a pharmacy context.

Adherence to relevant laws, regulations, and organizational protocols.

What is the significance of the Patient Safety Events and why are they reported?

To improve patient safety and prevent similar errors in the future.

What does the acronym NAPLEX stand for?

North American Pharmacist Licensure Examination.

What is a turnover in pharmacy management?

The rate at which employees leave and need to be replaced.

What are ‘incident-to’ billing rules in relation to pharmacy billing?

Involves billing under a physician's NPI for pharmacist-provided services.

What are some customer service standards in pharmacy?

Timely assistance, empathy, clear communication, and accuracy.

What is the relationship between quality improvement and financial performance in pharmacy?

Improving quality can lead to better financial outcomes through increased efficiency and reduced errors.

Describe the 'Ask Me 3' initiative in the context of patient communication.

Encourages patients to ask three key questions during their medical consultations.

What documentation is essential for collaborative practice agreements?

Scope of agreement, patient inclusion criteria, and care plan responsibilities.

Explain the significance of drug utilization review (DUR) programs.

They ensure that medications are used appropriately to improve health outcomes.

What types of records must pharmacies maintain for regulatory compliance?

Prescription records, patient medication records, and inventory logs.

What is the goal of customer service in a pharmacy?

To ensure customer satisfaction and retention while improving health outcomes.

How do laws govern pharmacy practice at the state level?

Through state pharmacy boards which regulate licensure and practice standards.

What is the pharmacoeconomic impact of Medication Therapy Management programs?

They can reduce overall healthcare costs by minimizing medication-related issues.

What are the advantages of having a diverse pharmacy team?

Diversity can enhance problem-solving, customer service, and job satisfaction.

Define the term 'patient-centered care.'

Healthcare that is respectful of and responsive to individual patient preferences and needs.

What is considered the foundation for developing a business plan in pharmacies?

Identifying a unique niche in a stable and growing industry.

What role does goal-setting play in pharmacy management?

It provides direction and motivation for achieving desired outcomes.

How does performance appraisal benefit pharmacy staff?

It helps identify areas for personal development and enhance job satisfaction.

What is a successful strategy for improving employee engagement?

Encouraging open communication and recognizing employee contributions.

What is the primary function of a pharmacy manager?

To manage operations and ensure compliance while promoting effective service delivery.

Identify the importance of quality assurance in pharmacy practice.

To prevent medication errors and ensure the safety of patient care.

What skills are essential for effective pharmacy management?

Leadership, communication, problem-solving, and organizational skills.

What is the purpose of community pharmacy networks like CPESN?

To provide enhanced services and improve patient outcomes in community pharmacies.

What is the purpose of the National Quality Measures Clearinghouse (NQMC)?

To provide information on health care quality measures and improvement tools.

Which tools help pharmacists collect and analyze data for quality improvement?

Checklists, dashboards, flowcharts, and performance reports.

Describe the significance of quality audits in pharmacy operations.

To assess compliance with regulatory standards and identify areas for improvement.

How can pharmacists contribute to the prevention of medication errors?

By utilizing safety checks, implementing best practices, and actively communicating with patients.

What is a structured approach to assessing a patient's medication therapy?

The pharmacist's patient care process, which involves collecting, assessing, planning, implementing, and monitoring.

What strategies can pharmacists use to ensure safe medication administration?

Adherence to protocols, double-checking medications, and patient education on correct usage.

What are potential barriers to implementing quality management in pharmacy?

Lack of training, resistance to change, and insufficient resources or processes.

How does pharmacy management involve community engagement?

Through outreach programs, health fairs, and partnerships with local organizations.

What key outcomes should pharmacists monitor for successful service delivery?

Patient health outcomes, satisfaction scores, and service utilization rates.

What are the common tools for patient and pharmacy staff communication regarding safety?

SBAR (Situation, Background, Assessment, Recommendation) protocol for effective communication.

What factors contribute to successful collaborative practice agreements?

Clear defined roles, mutual understanding between pharmacists and physicians, and regulatory compliance.

How can pharmacies evaluate their performance in delivering healthcare services?

By utilizing patient feedback, quality metrics, and outcome measurements.

What is the importance of training programs for pharmacy staff?

To ensure they are equipped with necessary skills and knowledge for effective patient care.

Describe how member feedback enhances the quality of pharmacy services.

Feedback helps identify areas of improvement and measures patient satisfaction proactively.

What is the overall goal of pharmacy patient care services?

To optimize therapeutic outcomes and ensure effective medication management.

What constitutes an effective marketing strategy for a pharmacy?

Understanding the market, engaging customers, and providing valuable services that meet patient needs.

What role does the pharmacist play in chronic disease management?

They provide education, medication therapy management, and follow-up care.

What is the significance of having a diverse team in a pharmacy?

It enhances perspectives, improves patient care, and supports cultural competency.

What should be included in a pharmacy's quality improvement plan?

Objectives, assessment methods, data collection techniques, and timelines for evaluation.

What regulations impact the dispensing of controlled substances in pharmacies?

Federal and state laws that ensure proper prescribing, dispensing, and monitoring of controlled drugs.

Explain the concept of value-added services in pharmacy.

Services that enhance patient care and are compensated based on outcomes and effectiveness.

What is required for a pharmacy to provide immunization services?

Proper training, certification, and adherence to state regulations.

What are some characteristics of high-quality pharmacy services?

Timeliness, accuracy, communication, and patient-centered focus.

How can pharmacists advocate for their services within the healthcare community?

By demonstrating outcomes, engaging in interdisciplinary collaborations, and participating in policy discussions.

What criteria should a pharmacy meet to be accredited by the Joint Commission?

Compliance with standards regarding quality, safety, and patient care practices.

What is the aim of the Pharmacy Quality Alliance (PQA)?

To improve the quality of medications and services provided by pharmacies.

What does a comprehensive quality improvement plan entail?

Assessment of processes, setting measurable goals, and continuous evaluation.

What strategies enhance customer satisfaction in pharmacies?

Focused training on soft skills, patient engagement, and effective complaint resolution.

What is the 'Five Rights' rule regarding medication administration?

Ensuring the right patient receives the right drug, in the right dose, via the right route, at the right time.

How can pharmacies ensure patient confidentiality?

By following HIPAA regulations and implementing secure handling procedures.

What does continuous quality improvement aim to achieve?

An ongoing effort to enhance processes, increase efficiencies, and improve health outcomes.

What should be the focus of pharmacist-led health education programs?

Empowering patients with knowledge about their medications and health conditions.

Explain the term 'risk adjustment' in value-based payments.

Adjusting payments based on the health status and complexity of patient populations.

How can pharmacists demonstrate the value of their services?

By tracking outcome improvements and cost savings associated with their interventions.

What is the impact of service recovery on customer loyalty?

Effective service recovery can improve customer trust and loyalty even after a service failure.

What are the best practices for billing pharmacist services?

Familiarity with coding systems, documentation, and cost analysis.

How can pharmacy managers facilitate effective teamwork?

By promoting collaboration, conflict resolution, and shared goals among team members.

What impact does appropriate employee training have on service delivery?

Enhanced skills lead to improved service quality and better patient outcomes.

What are the elements of a successful quality assurance program?

Regular audits, continuous training, defined protocols, and active feedback loops.

How do pharmacists contribute to medication safety in their practice?

By implementing checks and balances, educating patients, and conducting thorough reviews.

What tools are used to improve pharmacy workflow?

Process mapping, automation technology, and best practice protocols.

Explain the significance of having solid inventory management in pharmacy.

It ensures medication availability, reduces waste, and supports financial health.

How does effective communication impact pharmacy operations?

Clear communication enhances teamwork, reduces errors, and improves patient satisfaction.

What is required from pharmacists to provide specialized patient care?

Advanced training and knowledge in specific health conditions and therapy management.