Workflow Analysis and Disruption

Know the general medication distribution steps in a community pharmacy setting and the legal roles/responsibilities of all personnel in that setting: What is the role of pharmacy clerks?

• Accept prescriptions for filling

• Operate register, assist pts at front end of pharmacy

• Answer phone calls from customers, arrange customers to speak with pharmacist

• Store merchandise and organize inventory

• Enter pt information and process claims

• Non Discretionary tasks ONLY

Know the general medication distribution steps in a community pharmacy setting and the legal roles/responsibilities of all personnel in that setting: What is the role of pharmacy technicians?

• Duties of clerk PLUS

• Fill, package, label prescriptions

• Non Discretionary tasks ONLY

Know the general medication distribution steps in a community pharmacy setting and the legal roles/responsibilities of all personnel in that setting: What is the role of pharmacists?

• Verbal prescriptions including transfers, refill authorizations, new prescriptions

• Verify prescriptions

• Counsel pts and provide pt education

• Administer vaccinations

• Order CII meds

• Oversee work of pharmacy team

Know the general medication distribution steps in a community pharmacy setting and the legal roles/responsibilities of all personnel in that setting: What is the role of pharmacy interns?

• All duties of a pharmacist that can be comfortably and competently performed EXCEPT having the key to the pharmacy

• Interns must be supervised by a pharmacist who has the qualifications for clinical protocols

Know the general medication distribution steps in a community pharmacy setting and the legal roles/responsibilities of all personnel in that setting: Describe the general distribution steps

1. prescription drop-off area (clerk)

2. prescription entry and filling (techn or clerk then tech)

3. pull med from shelves (tech)

4. prescription checking area (intern or RPh)

5. prescription counseling area (Intern or RPh

6. Prescription pick up are and check out (clerk)

State how to conduct a step-by-step workflow analysis process: What is the first step of Workflow Analysis?

Take a closer look at current process

State how to conduct a step-by-step workflow analysis process: What is the second step of Workflow Analysis?

Interview stakeholders

State how to conduct a step-by-step workflow analysis process: What is the third step of Workflow Analysis?

Map out and document the process

State how to conduct a step-by-step workflow analysis process: What is the fourth step of Workflow Analysis?

Evaluate current steps

State how to conduct a step-by-step workflow analysis process: What is the fifth step of Workflow Analysis?

Review results and consider updates

Who are potential stakeholders the pharmacy manager can interview?

• technicians

• patients

• prescriber/MD/DO

• staff RPh (essentially anyone who can have a “stake” in the business")

State how positive culture impacts the work environment, why people may be resistant to change, and methods to help make change permanent: What are the strategies implemented to promote acceptance of change?

• Incentives

• Performance metrics

• Building confidence

• Communication

State how positive culture impacts the work environment, why people may be resistant to change, and methods to help make change permanent: Why is it important to maintain a positive org culture?

• retain quality employees

• attract quality new talent

• enhance efficiencies/output

• encourages teamwork and open communication

• should be self-sustaining an ideally should filter out negative individuals and practices

State how positive culture impacts the work environment, why people may be resistant to change, and methods to help make change permanent: What are the leadership styles that can help create a positive environment?

1. transformational (develop a vision)

2. servant (offer support, work alongside team)

3. laissez faire (allow best solutions to come forth

4. democratic (seek input, vote)

5. autocratic (tell expections to do)

6. affiliative (build culture, values, belonging)