PAD Questions

Which of the following is NOT true regarding customer/patient perceptions of pharmacies?

Patients have consistently positive perceptions of pharmacy and healthcare

A mismatch between patient expectations and reality is known as…

Disconfirmation of expectations

Service recovery after failure can result in more satisfied customers (T/F)

True

If patient satisfaction is equity-based, then…

the patient perception of fairness in the service is critical

A reversible drug error which resulted in the patient receiving the wrong dose of a medication is considered to be:

Mid-level service failure

Affect-based satisfaction is defined by which of the following?

Emotional reaction that a patient experiences as a result of a service

Helping patients & customers in the order of their arrival at the pharmacy counter is an example of meeting which standard of patient/customer service?

Fairness

All of the following are components of CPESN with the exception of…

Patient advocacy to lower drug costs

All of the following are components of patient centered care with the exception of…

Cost

The Planetree and Picker’s model have the following component in common…

Involvement of family and friends in healthcare

Aging Baby Boomers are a social and economic reality supporting the movement to patient-centered care (T/F)

True

Patients ability to apply their copayments paid in pharmaceutical assistance programs towards their drug plan deductibles in increasing (T/F)

False

Which of the following statements about drug removal from drug plan formularies is NOT true?

Medicare Part D plans must give its members 90 days notice before removing a drug from its formulary (it’s really 60 days)

One distinguishing characteristic of the SingleCare drug discount program is:

Does not contract with PBMs

Patient Assistance Programs do allow for off-label use of some medications (T/F)

True

Why do healthcare organizations obtain outside accreditation?

* To receive federal & state payments for care provided
* To advertise they are accredited
* To show they meet a standard of quality care

Who does the joint commission accredit? Select all that apply.

* Hospitals
* Output surgery centers
* Behavior health centers
* Home healthcare
* Labs
* Nursing homes
* All of the above

What is the best method to identify and report med related events?

Direct observation

Is it good practice to compare your organizations medication event rate to that of similar entities? (T/F)

False

At what two steps in the medication use process do most medication errors occur?

Transcribing & Administering

When there is a punitive culture having staff voluntarily report medication related events and near misses is a good way to identify problem areas? (T/F)

False

What is the lowest leverage or least effective error reduction strategy and is all too often the only strategy utilized?

Education & information

Which quality management theory uses constraints and forcing functions to physically prevent errors?

Human Factors

Root cause analysis(RCA) is what type of process?

Retrospective

The drug discount card programs which contract with PBMs consistently provide the lowest drug prices for patients

False

Who “pays” for the 340B drug discount program by means of drug acquisition cost discounts and full price prescription reimbursements? More than one may apply.

Drug manufacturer

Federal government

All of the following are impacts of drug price increases, with the EXCEPTION OF:

Patients will see a co-share decrease

Which of the following statements is not descriptive of the current state of pharmacy practice?

Pharmacists ensure that patents become actively engaged in their own care

Single Care, a prescription drug discount card program, is unique among other drug discount cards in the following manner:

It doesn’t contract PBMs

The Planetree and Picker’s models of patient-centered care have the following components in common:

Involvement of family and friends in healthcare

The drug supply chain & security act is intended to which of the following?

* Create an electronic, interoperable system to monitor the drug supply chain
* Provide a method to track and trace pharmaceuticals in the supply chain
* Detect & remove potentially dangerous products from the drug supply chain

The required skill sets for technicians as patient advocates include all of the following EXCEPT:

Knowledge of pharmacology

Which combination of turnover and days on hand is the best financially for your pharmacy?

High turnover and low days on hand

Purchasing large quantities of influenza virus vaccine in the summer would be acquiring what type of drug stock?

Anticipatory stock

Which is not a factor or requirement of the 340B program?

Providing significant discounts on inpatient drugs

True or false? Under the Drug Quality and Security Act both traditional compounding pharmacies & outsourcing facilities must register with the FDA?

False

True or false? Safety net providers/covered entities which are eligible to participate in the 340B program may currently only contract with one outside pharmacy

False

The Planetree Model emphasizes the evaluation of all aspects of care from the perspective of the:

Patient

All of the following are components of patient-centered care, with the EXCEPTION of:

Cost

Which of the following statements about drug removal from drug plan formularies is NOT TRUE?

Medicare Part D plans must give members 90 days notice before removing a drug from a formulary

Patient’s ability to apply their copayments in pharmaceutical assistance programs toward their deductible is increasing (T/F)

False

How can you increase the value of a product or service to your customers?

Improve the benefits of the product or service

Reduce the price of the product or service

Which of the following is considered a challenge when participating in the 340B drug discount program?

Duplicate discount with both 340B & Medicaid

Drug diversion to non-340B eligible patients

340B audits by HRSA & drug manufacturers

Health care organizations which benefit from 340B drug pricing program include all of the following except:

Free standing, for-profit ambulatory surgery centers

After the 2001 report from the institute of Medicine issued a call for patient-centered care, what was the typical response from healthcare organizations & providers?

Improvement of appearances of the healthcare facilities

All of the following are components of CPESN with the exception of:

Patient advocacy to lower drug costs

Spirituality and Cultural Competency are classified as one component of the Planetree model (T/F)

False

Calculate 2013 Cost of Goods Sold (COGS) based upon the following (image)

$7,157,459

Based upon the following calculate the 2013 inventory turnover (ITOR or TO)

11\.36

Based upon the following calculate the 2013 Days on Hand

32\.13

The Planetree Model of patient-centered care is institutionally based

True

True or false? In aggregate, the pharmaceutical industry spends less on sales and marketing than on research and development

False

All of the following have been identified as shortcomings of Pharmaceutical Assistance Programs with the exception of:

It takes months before a patient learns if they qualify for assistance through one of these programs

Patient Assistance Programs may allow for the off-label use of some medications (T/F)

True

Which of the following components to patient-centered care is unique to the Picker’s Model of patient-centered care?

Coordination and integration of care

Over the past 10-15 years, the rate at which hospitals that have qualified for the Planetree designation have accelerated, compared to previous years. (T/F)

True

The following are strategies that patients follow when they cannot afford their drugs, with the EXCEPTION of:

Patients change their prescription drug plans

The federal 340B drug program covers both inpatient and outpatient drugs used in hospitals (T/F)

False

Pharmaceutical Assistance Programs will cover off-label utilization of certain drugs (T/F)

True

340B drug pricing discounts that drug manufacturers offer to covered entities range from:

20 to 50%

Too much inventory can result in which of the following?

Insufficient cash flow

All of the following are components of the Planetree Model with the EXCEPTION of:

Care is chosen with the patients insurance coverage in mind