1. Human Relations and Communications
Chapter 13
Human Relations and Communications
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2. Personal Service in the Contemporary Pharmacy
The pharmacist is more than just a dispenser of drugs.
The pharmacy technician is more than just a cash register operator and stock person.
A new and welcomed emphasis on personal service has returned to the practice of pharmacy.
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3. Personal Service in the Contemporary Pharmacy
Personal attention makes customers feel that the pharmacy is a pleasant place to do business.
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4. Personal Service in the Contemporary Pharmacy
Pharmacy technicians should remember the primary rule of merchandising:
At all times you are representing your company to the patient or customer. Remember that in a pharmacy you are, in a legal sense, an agent of your employer and entering into a contract to provide care to the patient. Your employer must “answer” for all of your actions.
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5. Characteristics of the Pharmacy Technician
A successful pharmacy technician must possess a wide range of skills, knowledge, and aptitudes.
Along with these, the pharmacy technician must also display
A professional attitude
Communication skills
Problem-solving skills
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6. Characteristics of the Pharmacy Technician
Attitude Verbal and nonverbal communication Problem solving
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Attitude
Attitude is very important in customer relations. The pharmacy technician should maintain a positive attitude, even when the day is hectic or when he or she is not feeling up to par.
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Attitude
A positive attitude also means taking pride in your workplace. The pharmacy technician should offer feedback on improving pharmacy operations. Being an invaluable asset to the overall operation can often be helpful in career advancement.
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Attitude
• Always display a professional appearance:
Customers expect a high degree of cleanliness and professionalism.
The following are important in conveying a professional atmosphere:
Proper attire
Grooming
Personal hygiene
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Attitude
A pharmacy technician must be observant of customer needs. With many things happening at once, it is often necessary to triage customer needs. Acknowledge customers with “I’ll be right with you” and “Thank you for waiting.”
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Attitude
It is important to demonstrate a professional empathy for the patient. Patients may be experience any number of difficult situations; a caring attitude can go a long way. The pharmacy technician is often the bearer of bad news. It is important to take the time to explain why a prescription could not be filled or why insurance does not cover a particular medication.
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Attitude
The pharmacy technician should be on the lookout for customers who look confused or are trying to find a particular product.
The pharmacy technician can triage customer requests:
Handling those pertaining to product location, availability, and price
Referring to the pharmacist those that require professional judgment
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Attitude
Making a personal connection with customers is important, especially in a community pharmacy. Greeting customers by name makes a big difference. Eye contact is especially important to older customers who may rely on informal lip-reading to compensate for a hearing deficiency.
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14. Verbal and Nonverbal Communication
A pharmacy technician needs good communication skills when receiving prescriptions and assisting customers. Verbal communication skills require practice. Asking patients open-ended questions as opposed to closed-ended questions is always more helpful in eliciting information.
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15. Verbal and Nonverbal Communication
Nonverbal communication is important also:
Facial expressions
Eye contact
Body position
Tone of voice
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16. Verbal and Nonverbal Communication
Listening is a vital skill for the pharmacy technician:
Maintain eye contact with the speaker.
Use nonverbal signals to indicate that you are genuinely interested.
Ask questions to clarify what has been said.
Repeat key points of the conversation to confirm that you have correctly understood what has been said.
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17. Verbal and Nonverbal Communication
Use courteous speech
When interacting in person with customers
When talking on the telephone with other healthcare professionals
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18. Verbal and Nonverbal Communication
Be sensitive to gender, cultural, and language differences:
Become familiar with the cultural backgrounds of your customers.
You will be able to better serve your customers.
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19. Verbal and Nonverbal Communication
Be understanding when obtaining information from customers with mental or physical disabilities.
For customers without drug insurance coverage
Offer lower-cost alternatives.
Provide information on free clinics or community health centers if possible.
Do not treat those without insurance differently from other customers.
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Problem Solving
Problem solving is an important asset for the pharmacy technician:
Dealing with difficult patients
Staying focused at work when home or school issues threaten to interfere
Dealing with work disputes through rational, calm, and private discussions
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Problem Solving
Discrimination and harassment are unethical and illegal. You do not have to put up with off-color or crude jokes. Conversely, you must not create an environment that is uncomfortable for your coworkers.
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22. Other Aspects of Professionalism
Professional behavior Teamwork Interprofessionalism Do not dispense medical or pharmaceutical advice Emergency preparedness
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23. Professional Behavior
Professional behavior includes adherence to laws and ethical guidelines. It also includes a commitment to decorum and etiquette. Show respect to your healthcare colleagues. If you are in doubt as to expected behavior, watch and learn from a suitable role model.
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Teamwork
Pharmacy technicians and pharmacists must work together as a cohesive team. Show respect for coworkers.
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Teamwork
Using common courtesies can make a difference. Do not allow personal differences to interfere in the workplace.
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26. Interprofessionalism
Sometimes workplace shows itself in unintentional rude behavior. Maintaining courtesy in spite of rudeness is a mark of a pharmacy technician’s professionalism.
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27. Interprofessionalism
Always use the title “Doctor” where appropriate. Keep your interactions formal until you are requested to do otherwise.
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28. Do Not Dispense Medical or Pharmaceutical Advice
A pharmacy technician should not advise customers about medications and their use (including OTC drugs and diet supplements). Refer to the pharmacist any questions involving patient assessment or the proper use and effects of medications.
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29. Emergency Preparedness
Pharmacy personnel may be called into action during and emergency or disaster. Pharmacies can help plan specific responses to emergency situations. Roles and functions of pharmacy and other professionals are validated through a credentialing process.
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30. Health Insurance Portability and Accountability Act
Patient identifiers Patient confidentiality
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Patient Identifiers
HIPAA requires pharmacies to maintain the privacy of protected health information (PHI).
Pharmacy staff must remove or conceal from view any patient identifiers:
Shred all patient-related information before disposal.
Black out patient information on used prescription vials.
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32. Patient Confidentiality
All healthcare professionals must understand the importance of maintaining patient confidentiality. Some patient information needs to be shared with healthcare professionals for insurance reimbursement or for drug studies. All pharmacies must have a written policy on patient confidentiality.
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33. Patient Confidentiality
Electronic transmission of data is common in the pharmacy:
Improves revenue
Contains cost
Provides better patient care
Efficiency of transmitting information electronically must be balanced with the need to maintain data security.
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34. Patient Confidentiality
The pharmacy technician should be sensitive and respectful of customer privacy. Display a professional, no-nonsense attitude toward matters that might be embarrassing for the customer.
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35. Patient Confidentiality
Matters of medication history discussed in the pharmacy require the same amount of privacy as in the doctor’s office.
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36. Patient Confidentiality
Be careful to keep your tone of voice low so as not to broadcast sensitive information to nearby customers.
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37. Patient Confidentiality
Pharmacies are required to have a policy defining patient privacy rights. Patients may be asked to sign a notice of privacy practices to show that they have read and understand the pharmacy’s policies.
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38. Patient Confidentiality
Pharmacies should have policies and procedures to cover HIPAA regulations. State laws also govern patient confidentiality. The pharmacy technician should know the pertinent laws of his or her state.
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