CPhT Blue Book - Chapter 15 Professional Performance, Communication, and Ethics

Policy and Procedure (P&P) Manual

outlines the roles and responsibilities of staff members as well as the procedures of the facility

Appearance

the overall outward look of an employee on the job, which may be different from the outward look of the same person outsif

Decorum

proper and polite behavior, acting in good taste with civility

Etiquette

rules of good manners

Cooperation

everyone in the pharmacy is working together for the same goals of serving the patients and customers, providing accurate and safe prescriptions

Attitude

overall emotional stance or disposition that workers adopt toward their job duties, customers, coworkers, and employers

Nonverbal Communication

facial expression, posture, hand gestures, and eye contact; communicating without words

Healthcare Provider Service Organization (HPSO)

to help combat fatigue, and, therefore prevent medication errors

Triage

sort out the various types of requests, and handle that are appropriate to specified duties and leave others that apply only to the pharmacist

Closed-ended Question

can be answer with yes or no

Open-ended Question

cannot be answered with yes or no

Empathy

ability to share and understand another person’s feeling

Pharmacists’ Patient Care Process

a method of collaborating with prescribers, other pharmacists, and pertinent health care professionals to provide “safe, effective, and coordinated care”

Collect

collect relevant information about the patient to create a comprehensive medical/medication history

Assess

assess the collected information and accounts for the patient’s overall health goals, identifying problems and evaluating solutions

Plan

create an individualized, cost-effective, and evidence based care plan

Implement

implement the care plan while collaborating with other healthcare professionals and the patient or caregiver

Follow-up: Monitor and Evaluate

monitors and evaluates how effective the care plan is and adjusts in collaboration with other healthcare professionals and the patient or caregiver as needed