1. Surviving The Pharmacy
Outworking, Outgoing, Outstanding
with Cliff Frank, CPhT

2. Program Information ACPE # 384-000-07-014-L04 Release Date: 8-6-07
Expires:
STAT Educational Services, a division of National Pharmacy Technician Association Inc., is accredited by the Accreditation Council for Pharmacy Education (ACPE) as a provider of continuing pharmacy education.

3. Healthcare
Our business is to CARE about the health of our patients.

4. Pharmacy Technicians
Are an essential component to 21st Century medical care.
Our profession exists only to assist the pharmacist.
We work strictly under their supervision.
Conflicts should be rare.

5. ATTITUDE COUNTS!
Our attitude can be an important safeguard against conflicts in the workplace.

6. All Tasks Are Equal Whether you are responsible for: Order intake
Order entry
Insurance billing
Medication selection
Medication measuring/counting
Packaging

7. All Tasks Are Equal Whether you are responsible for: Delivery to:
Ward
Floor
Patient
- Maintenance of :
Equipment
Supplies
Information
Medication inventory

8. Complicated…Exact
Each of these tasks have multiple steps … involving multiple individuals, which requires cooperation and communication.

9. Causes of Conflict Lack of Communication
Between patient and pharmacy staff
Between pharmacist and technician
Between pharmacy staff and prescribers
Between technician and technician

10. Causes of Conflict Egos Patients Pharmacists Technicians Prescribers
Nurses

11. Causes of Conflict Patient lack of information Personal needs
Technician lack of information
Our personal strengths and weaknesses
Poor management skills
“The System”

12. Exercise I Break into smaller groups Identify
Pharmacy conflicts
Personal conflicts
Teamwork conflicts
Be prepared to share with the whole group
You have 15 minutes

13. Easing Workplace Conflicts
See the “whole picture”
Patient needs come first.
Department needs come second.
You come third!

14. PHARMACY
Is a TEAM effort!

15. How To Resolve Conflict
Be prepared to compromise.
Identify the REAL conflict.
Look for a win-win solution.
Take personal responsibility.
“Is this the mountain you want to die on ?”
“Done is done” - moving on.

16. Exercise II
Go back to your smaller groups. Revisiting the conflicts you identified, use the new skills we discussed to work out solutions to for those barriers to good pharmaceutical care.
Be prepared to discuss with the whole group
You have 15 minutes.

17. Wrap It Up!
Our positive attitude and problem-solving skills are needed more now than ever in this very complicated profession. We must be advocates for the safe and effective medication therapy for our patients. Conflict resolution is a hugely important key.

18. Questions/Comments