PHA245 Customer Service

ESL Patients

Avoid using slang terms, speaking louder, speak slowly.

PPCP

(Pharmacy Patient Care Process) including the pt's wellbeing, is the process the pharmacy undergoes to ensure the patient gets what they need, collaborating.

Stressful Situations

Do not bring it into the workplace, remain calm, take a break.

Cultural Sensitivity

Being aware and respectful of all.

OTC Area Components

Supplements, allergy med, cough (antitussive), analgesic.

Asking Questions

Keep probing them, asking them.

Retail Pharmacy Service

Immunizations/vaccination.

LEAD

Listen, Explain, Acknowledge, Discuss.

MedGuide Components

Patient, simple language, FDA, Education (storage requirements, side effects), Aux label.

Nonverbal Communication techniques

Body language, written, eye contact, facial expressions.

Omnibus Budget Reconciliation Act

OBRA-90 required pharmacist to offer patient counseling and required DUR.

Listening skills

Eye contact.

Counseling

Pharmacist only.

ISMP

Institute of Safe Medical Practices, created Tall man lettering, trying to eliminate handwritten rx.

Open Ended Q's

Not a one-word answer, allows for elaboration.

Cultural Values

Can influence an employee's decisions on handling a patient, depending on where a patient comes from might mold how an employee responds.

Harassment

Unwanted or unwelcomed behaviors.

Disabled Patients

More assistance might be needed; be respectful and be appropriate to the situation.

Unprofessional Appearance

Outside of uniform, unclean, stinky, disheveled, clown makeup, or strong scents.

How to show OTC products to patients

Guide them and/or tell them the aisle.

Catching Errors

Barcode scanning, taking notes, and asking questions.

Discrimination

Treating someone differently based on their traits like age, race, sex, or sexuality.

HIPAA

Health Insurance Portability and Accountability Act. Protects patient privacy, prevents the disclosure of PHI.

Hard of Hearing Customers

Repeat, project louder, talk slower.

Shredder

Used to get rid of classified pt information.

Communication Skills

Projection, speaking clearly.

Etiquette

Specific rules of good manners, polite behavior.

Responding with kindness

If someone is rude.

Attitude

Emotional demeanor toward a job or anything.

Confidentiality

Keeping privileged information from being disclosed.

Vaccines

Immunizes a patient from a diseased state.

Auxiliary Label Purpose

Important information or special instructions.

Custom calls speaking rude

Remain calm and listen.

Decorum

Proper, polite behavior.

PHI

Protected health information includes demographics and medication. Certain information of a PHI can identify a single person.

Stereotype

Overgeneralized, often inaccurate, and fixed belief about a specific group of people, used to simplify social perception.

Verbal communication

Requires active listening, includes repeating and paraphrasing information as part of active listening.

Written communication

Including medication information sheets or MedGuides to patients.

Active listening

Being involved in the conversation, demonstrating interest, and paying attention to verbal and nonverbal messages.

Active Listening Techniques

Maintain eye contact, smile, don't interrupt, nod in acknowledgment, repeat important points, probe for additional information (open-ended questions), ask questions, and take notes.