L6.drug information questions (pharmacist or pharm tech)

Step 3: Drug Information Questions

• Role of Pharmacy Technicians

  • Pharmacy technicians answer various drug-related questions daily.

  • A drug information question seeks information regarding a drug.

  • Technicians often interact with patients and families but can only answer certain questions.

• Procedure for Answering Questions

  • Obtain Complete Information

    • Gather all relevant details about the inquiry.

  • Classify the Request

    • Identify the nature of the request to determine if it can be answered by the technician.

    • Assess if the caller needs an answer regarding a specific individual or if it’s a general inquiry.

    • Determine the urgency of the request to prioritize responses.

• Identifying Caller’s Information

  • Always identify yourself as a pharmacy technician.

  • Collect the caller's name for potential follow-up.

  • Understand the caller’s background (e.g., healthcare professional vs. patient) which impacts the complexity of the response.

• Types of Questions Technicians Can Answer

  • Technicians can address various categories of questions, including:

    • General Drug Information

      • Example: "What is the active ingredient in Vivarin?"

      • Example: "What are brand names for insulin?"

    • Cost and Availability

      • Example: "What do you charge for Retrovir?"

    • Storage or Stability

      • Example: "I have some Bufferin tablets that smell funny; can I still take them?"

    • Preparation

      • Example: "How do I fill a syringe with insulin?"

    • Calculations

      • Example: "My medication says milliliters, but I only have a fluid ounce syringe."

    • Other

      • Example: "When did Claritin become available over the counter?"

Distinction Between Technician and Pharmacist

• Scope of Practice

  • Technicians must observe the boundary of their responsibilities, which includes knowing when to refer questions to a pharmacist.

  • Questions needing professional judgment should be directed to pharmacists.

  • Examples of Questions Requiring Pharmacist Input

    • Identification: "What flu medication options do we have until more Tamiflu is available?"

    • Allergies: "I'm allergic to phenytoin; what other anticonvulsants can I take?"

    • Drug Interactions: "Can I take Allegra and Prozac at the same time?"

    • Therapeutic Use: "Why is my wife, a cancer patient, taking a tricyclic antidepressant for pain?"

Understanding the Complexity of Requests

• Some seemingly straightforward questions may have underlying complexities that need professional assessment.

• Examples of Complexity

  • Dosing: A child's dose may differ from an adult's based on size and health conditions.

  • Pregnancy and Breastfeeding: Medication safety must be evaluated based on individual patient circumstances.

• Importance of Professional Judgment

  • Technicians must recognize when a question requires more than general information and must escalate it to pharmacists.

OTC Drug Debate

• Patients have different expectations when visiting pharmacies versus vitamin stores.

• In pharmacies, customers expect trained professionals and may not differentiate between the roles of pharmacy technicians and pharmacists.

• Only pharmacists can provide detailed advice on medication, due to their level of education and professional training.