Communication Skills Flashcards
Why is greeting customers important in a pharmacy?
It establishes trust and sets a positive tone for the interaction.
- Greeting Customers
Description: A friendly, professional greeting helps establish trust and sets a positive tone.
Example: “Good morning! How can I help you today?”
What is active listening?
Paying full attention to the customer’s words and confirming understanding.
- Active Listening
Description: Paying full attention to the customer’s words helps you understand their needs clearly.
Task: Avoid interruptions, repeat key points to confirm understanding.
What should you do if you’re unsure of a customer’s request?
Ask clarifying questions to gather more information.
- Asking Clarifying Questions
Description: If you’re unsure of the customer’s request, ask questions to gather more information.
Example: “Could you describe your symptoms a bit more so I can help you find the right product?”
What should you do if a customer asks about how to use an OTC medication?
Provide basic information and refer complex questions to the pharmacist.
- Explaining Product Information
Description: Provide basic information about OTC medications, such as dosage or directions. Complex questions should be referred to the pharmacist.
Example: “This is a pain reliever. Take one tablet every 4-6 hours as needed. Let me know if you want to speak with the pharmacist.”
When should you refer a customer to the pharmacist?
For medical advice, drug interactions, or prescription concerns.
- Referral to the Pharmacist
Description: For medical advice, drug interactions, or prescription concerns, you should direct the customer to the pharmacist.
Example: “Let me get the pharmacist to speak with you about that.”
Why is communication with your team important?
It ensures tasks are completed efficiently and issues are addressed promptly.
- Communicating with the Pharmacy Team
Description: Teamwork is essential in a busy pharmacy. Keep other team members updated on tasks and issues.
Example: “We’re running low on this medication. Should we reorder now?”
How should you handle a difficult customer?
Stay calm, listen to their concerns, and offer solutions.
- Handling Difficult Customers
Description: Stay calm, listen to their concerns, and offer solutions. Avoid arguing or becoming defensive.
Example: “I understand you’re frustrated. Let’s see how we can resolve this issue.”
What information should you confirm before dispensing a prescription?
The customer’s name and date of birth.
- Confirming Prescription Information
Description: Always verify the customer’s identity (name and date of birth) and ensure the prescription matches their request.
Example: “Can I have your name and date of birth to verify your prescription?”
Why is it important to provide clear instructions to customers?
To ensure they understand how to take their medication correctly.
- Providing Clear Instructions
Description: Clearly explain how the medication should be taken, referring to the label. Offer the opportunity to speak with the pharmacist if needed.
Example: “Take one tablet twice a day with food. Would you like the pharmacist to go over the instructions with you?”
Why is maintaining a professional tone important in a pharmacy?
It promotes trust and ensures a positive experience for customers.
- Maintaining a Professional Tone
Description: Always maintain a respectful and courteous tone, even when the situation is stressful.
Task: Use positive language and stay patient, especially during busy times.
What information is entered during prescription data entry?
Patient details (name, date of birth, address), drug name, dosage, quantity, and instructions.
- Prescription Data Entry
Description: Enter patient and prescription details into the pharmacy system.
Key Info:
Patient name, date of birth, address
Drug name, dosage, quantity, and instructions
What information is included on a prescription label?
Drug name, dosage, instructions, patient name, and prescription date.
- Label Generation
Description: The system generates a prescription label with key information for the patient.
Key Info:
Drug name and dosage
Instructions (e.g., “Take 1 tablet twice a day”)
Patient name and prescription date
What tasks are involved in inventory management using software?
Track stock levels, expiration dates, and product locations; update inventory after dispensing.
Description: Track stock levels, expiration dates, and product locations within the pharmacy.
Tasks:
Update inventory after dispensing medications
Receive and record new shipments
What is the purpose of maintaining patient records?
To track prescription history, check for drug interactions, and verify refill eligibility.
- Patient Records Management
Description: Maintain a record of all prescriptions filled for each customer.
Key Uses:
View prescription history
Check for potential drug interactions
Verify refill eligibility
How does the system help with prescription refills?
It tracks refill status and notifies staff when refills are due.
- Refill Management
Description: The system tracks refill status and notifies staff when a prescription is due for refill.
Tasks:
Verify if refills are available
Prepare and dispense the refill if authorized
What tasks are involved in insurance and billing in a pharmacy?
Verify insurance, submit claims, and handle customer payments.
- Insurance and Billing
Description: Process insurance claims and payments through the pharmacy system.
Tasks:
Verify insurance details and coverage
Submit claims electronically
Handle co-pays or full
payments from customers
Why do controlled substances require special documentation?
To track dispensing and inventory changes for legal compliance and audits.
- Controlled Substances Documentation
Description: Controlled substances require extra documentation, including detailed logs of dispensing and inventory changes.
Key Tasks:
Log each transaction (dispensing, receiving, adjustments)
Maintain secure records for audits
How does pharmacy software assist with audits?
It generates reports for inventory, prescriptions, and controlled substances.
- Reporting and Audits
Description: The system can generate reports for inventory, prescriptions, and controlled substances for audits.
Uses:
Ensure compliance with regulations
Identify inventory discrepancies
What types of alerts might pharmacy software provide?
Alerts for potential drug interactions or duplicate prescriptions.
- Alerts and Safety Checks
Description: The system may generate alerts for potential issues, such as drug interactions or duplicate prescriptions.
Example: “Warning: Possible interaction between Drug A and Drug B.”
What information is updated in the system after dispensing a prescription?
Date of dispensing, staff member, and inventory levels.
- Record Updates After Dispensing
Description: After a prescription is filled, the system updates records to show the medication was dispensed.
Key Info:
Date of dispensing
Staff member who filled the prescription
Updated inventory levels
