1. Community Pharmacy
Chapter 15

2. Types of Community Pharmacies
Independent – Individually owned, local pharmacies
Chain – Regional or national pharmacy chains such as CVS or Eckerd

3. Types of Community Pharmacies
Mass Merchandiser – Regional or national, such as Wal-Mart or Costco. Sell various mass merchandise & have in-store pharmacies.
Food Stores – Regional or national food store chains with in-store pharmacies, such as Vons.

4. Community Pharmacy Also called retail pharmacy
Characterized by having close interaction with patients (customers).
Fill almost 2/3 of all Rxs.
Customer service is a major area of importance & strong interpersonal skills are required.

5. Government Regulation & State Regulation
1990 Omnibus Budget & Reconciliation Act (OBRA) requires pharmacists to offer counseling to all patients.
Counseling & Instructions include:
Name & description of medication/Generic name
Dosage form, dosage, route of administration
Duration of administration
Special directions or precautions
Common side effects/interactions & how to avoid them
Proper storage
What to do if they miss a dose
Refill information

6. Government Regulation & State Regulation
1996 Health Insurance Portability & Accountability Act (HIPAA) passed. Went into effect April 2003.
Requires health care providers to protect the privacy of patients.
Any information related to a patient or their medical condition considered “protected health information” (PHI).

7. Government Regulation & State Regulation
Protected Health Information (PHI) Includes (but is not limited to):
Patient name & address
Date of birth
Diagnosis
Medical history
Medications

8. Government Regulation & State Regulations
Some ways of protecting PHI include:
Never discussing patients outside pharmacy setting
Shredding all documents containing PHI
Never yelling information relating to a patient across the room and/or speaking to patients in the most private area available.
Never discussing patient information with unauthorized persons.

9. Government Regulations & State Regulations
Community Pharmacies are most closely regulated at the state level.
State regulations include:
Ratio of pharmacists to technicians
Scope of technician practice
Record keeping
Equipment
Work areas

10. Organization
Read & know the different areas within the work process of a community pharmacy.
Prescription counter Sink
Storage Transaction window
Refrigeration Computer
Equipment
Rx storage bins or shelves for pick-up

11. Customer Service
A pharmacy technician must know when to refer a customer to the pharmacist. It is a good idea to discuss such situations with the pharmacist regularly.
Any time you are uncertain whether a question requires a pharmacist’s judgment, refer the question to the pharmacist.

12. Interpersonal Techniques
At the Counter:
Listen carefully
Make eye contact
Repeat what the customer has said
Use positive language to describe what you can do

13. Interpersonal Techniques
On the Phone
Use a pleasant and courteous manner
State the name of the pharmacy & your name
Follow the standard procedure for your pharmacy
Refer all calls that require pharmacist judgment to a pharmacist

14. Processing Prescriptions
A major responsibility of the technician is to process new & refill prescriptions.
Patient Information for a new Rx: Always ask if a patient has had Rxs filled at the pharmacy in the past.
Full name of the patient
Address
Telephone number
Date of birth
Any allergies to medications

15. Processing Prescriptions
Refill Prescriptions: be sure to get the patient’s name and the prescription number.
If the Rx number is unavailable, ask for the name of the medication.
Ask if the patient wants to wait or pick up the medication later (if dropping off)
Ask when the patient wishes to pick up (if phone request)

16. Processing Prescriptions
Prescription Information:
Correct drug and strength (if not sure-ask!)
Correct physician’s name & DEA (billing purposes)
Directions for use
Quantity
Number of refills authorized
DAW code
Initials of dispensing pharmacist

17. Processing Prescriptions
Online Billing: the majority of customers today have 3rd party insurance cards.
Group number: identifies the employer group
Patient Identification Number: unique ID number
Patient Code: 01 Cardholder, 02 Spouse,
03 Child…….

18. Processing Prescriptions
Refills:
Most pharmacy computer programs allow looking up refill information from the number or the patient name.
Make sure refills are available
Take note of early refills.
Safety:
Show all DUR, interaction & allergy flags to the pharmacist

19. Preparing the Prescription
Once an Rx has been entered into the computer, it’s time to fill the Rx.
Measuring:
If filling tablets or capsules, we use a counting tray to count out the correct amount.

20. Preparing the Prescription
Containers:
Always pick the correct container when filling (cream, liquid, tablets) see page 306
Safety Caps:
All dispensed Rxs must have a safety cap unless the patient states they do not want one. Most pharmacies require a signature on record.

21. Preparing the Prescription
Labels:
The finished prescription label is placed on the product along with any auxiliary labels.
Auxiliary Labels:
Labels regarding specific warnings, foods or medications to avoid, & potential side effects.
Take with food, May cause drowsiness

22. Preparing the Prescription
Final check by the pharmacist:
Once the Rx is complete, the pharmacist will check your work & all paperwork.
Leave the stock bottle, the original Rx & all other documentation next to the final product.
After the Rx is verified, it is usually the tech’s job to return stock bottles to the shelf.

23. Customer Pick-Up
When a customer comes to pick up medication, always check that you are giving the correct medication to the correct person!!!
Verify phone number, date of birth, or address
Most pharmacies store waiting Rx’s on shelves or bins alphabetically by last name.
Signature log – a book in which customers sign for the Rxs they receive for legal & insurance purposes.

24. Using a Cash Register
When working in a community pharmacy, you will most likely use a register.
Always follow the pharmacy’s procedures regarding the register & the handling of transactions.
Read page 309

25. Other Duties Ordering Receiving Stickering & stocking
Keeping pharmacy clean & neat
Read pages 310 & 311

26. Chapter 15
Read chapter 15
Review Key Concepts
Take Self-Test