Exam 1 Flashcards
Medication therapy management services (MTMs)
Services that optimize therapeutic outcomes for individual patients
Coaching
A tool managers use to provide support, direction, and advice to improve performance
(Coaching employees to be better at their jobs)
Variance
Difference between actual realized amount and budgeted amount
(The difference in what you expect to happen [budget] vs what actually happens [actual realized amount])
Budget
Financial plan to estimate future operation results
What are the pharmacy care practice domains
Disease and medication therapy management
Patient centered care delivery
Risk management
Business management
Pharmacy care services marketing
(Don’t Push Really Bad Pills)
Risk management domain of pharmacy care practice
Devise a system for data collection (collect info)
Documenting therapeutic interventions and activities (keep track of what you do)
Reporting adverse drug events to FDA (report what FDA needs to know)
Obtaining OTC medication history (make sure you’re getting the FULL med list)
Performing prospective drug utilization review (review meds)
Triage patient needs for proper referral (refer when necessary)
Remain abreast of newly uncovered adverse effects and drug-drug interactions (stay up to date on new info)
Calculating doses for drugs w/ a narrow TI and special populations (math for the tricky drugs)
(Don’t DROP The Red Crap)
Patient centered care delivery domain of pharmacy care practice
Promote patient wellness
Serve as advocate even when things like money, social, or emotional barriers get in the way
Maintain caring and friendly relationships
Attempt to change med orders if barriers to adherence exist (like changing from a BID med to one dosed once daily)
Counsel on new and refill meds as necessary
Call patients to come get prescriptions that were called in but not picked up
(P SMACC)
Disease and medication therapy management domain of pharmacy care practice
Carry inventory of products necessary for patients to execute and monitor a therapeutic plan
Provide info to patients on how to manage their disease
Monitor pt progress resulting from pharmacotherapy (check in and see if meds are working)
Supplying patients w/ info on support and educational groups
(Cassie’s PMS)
Business management domain of pharmacy care practice
Utilize techs and other staff to free up the pharmacist’s time
Identify opportunities for billing and reimbursement of pharmacist services
Pharmacy services marketing domain of pharmacy care practice
Meet prominent prescribers in local area
Be an active member of professional associations that support the concept of pharmaceutical care
Make an area available for private conversations w/ patients
Identify software that facilitates pharmacist’s patient care related activities
What factors affect the delivery of pharmacy goods and services?
Patient demographics
Attitudes & belief systems
Competitive markets
Technology
Third party payers/coverage issues
(PACTT)
Accounting
Utilization of data to calculate financial ratios to compare business performance w/ industry averages
(Like comparing profit margins of your company to other companies)
Financial accounting
Summary, analysis, and reporting of financial transactions pertaining to a business
(Keeping track of every aspect of spending & earning)
Management accounting
The use of accounting data for business decision making, devising, planning, and performance of the production
(Using the numbers to make decisions)
Economics
Description and analysis of the production and distribution of goods and services
Assists w/ determining optimal mix of capital and other resources to produce prescription goods and services
Helps us to understand consumer purchase behavior
Finance
The study of investments and how people and businesses acquire, generate, and use money
Aims to price assets based on their risk level and expected rate of return
Marketing
The action or business of promoting and selling products and services
Includes decisions around product/service pricing, placement, and promotion
Examines concept of transactional exchanges between 2+ parties
Human resource management
Process of achieving organizational objectives through the management of people
Focuses on policies and systems in a business organization
Maximize human performance by balancing fair and equitable treatment to promote effective work environments
Operations management
Designing and controlling the process of production and redesigning business operations in the production of goods and services
Assist w/ ensuring that business operations are efficient in using as few resources as needed and effective in terms of meeting customer needs
Presides over the conversion of inputs into outputs
Revenue and expense report
Same as a profit and loss statement
The statement is defined by a time and provides a listing of revenues and expenses for the business unit
Management
The art of maximizing productivity by using and developing people’s talents while providing them self-enrichment and opportunities for growth
What are Fayol’s 5 management functions?
Control
Forecast & plan
Coordinate
Organize
Command
(Can’t Fucking Catch Old Cats)
What are Fayol’s 14 principles for organizational design and effective admin?
Specialization and division of labor
Teamwork
Unity of command
Discipline
Initiative
Authority & responsibility
Line of authority
Order
General interest > individual
Unity of direction
Equity
Fair treatment and pay of staff
Centralization
(Sitting Through Unbearable DIALOGUES For Class)
Management cycle
Determining what happened and why, then making changes
Plan
Organize
Control
Reviewing outcomes and processes
Arrange activities & resources necessary for the effective accomplishment of goals and objectives
Bring purposeful action by others to achieve the desired goals & objectives
Lead
(Delicately Pulling Out CRAB Legs)
What factors influence motivation?
Belonging
Independence
Respect
Attainment
Equity
Power
(Bitch I’m Reaching An End Point)
SMART goals
Specific
Measurable
Attainable
Realistic
Timely
What are the 4 elements of communication?
Receiver
Environment
Measurable
Sender
(REMS)
Contingency planning
Development of strategies to address possible future risks, problems, or undesirable situations
Exit strategies
Should leave both parties well positioned for future achievements
Succession planning
Exiting individuals should have personal action plan
Exiting organizations should have plans to minimize disruption to operations and protect financial solvency
What does it mean to “manage up?”
Working with your boss (or someone in a position higher than you) to obtain the best possible results
What is 360º feedback?
Feedback tool for managers that allows feedback from all angles
How should you manage up?
Disagree with tact and respect
Provide complete info
Assist in managing time
Clarify roles & expectations
Know what work & communication styles the boss uses
Be dependable & trustworthy
Be positive & appreciative
(Don’t PACK Big Bags)
Service
Things/features that distinguish a good/service that can be marketed
What does the relative value theorem predict?
Predicts that any professional service must have potential for generating high perceived value in the minds of potential buyers if it is to succeed in the marketplace
Price
Cost includes monetary and nonmonetary factors (like time)
What is the relative value theorem based on?
Relative Value = (Price + Service) x Perceived Value
Perceived value
Actual cognitive perceptions of tradeoff
Opportunism
Assertive and uncooperative
Accommodation
Unassertive and cooperative
Collaboration
Assertive and cooperative
Avoidance
Unassertive and uncooperative
What factors may prompt conflift?
Scheduling disagreements
Being understaffed
Don’t understand duties
New protocols/procedures
After a medication error
Heavier than normal workloads
Impression that the pharmacist makes the money but the techs do the work
New staff members/leaders
(Stupid Bitches Don’t Need A Hand In Nagging)
Thomas-Kilmann conflict mode instrument 5 conflict behaviors
Competing
Compromising
Collaborating
Accommodating
Avoiding
(2 As + 3 Cs)
What are the sources of negotiating power?
Best alternative to a negotiated agreement (BATNA)
Authority
Attitude
Best alternative to a negotiated agreement (BATNA)
The course of action that a person will take if a negotiation fails and no agreement is reached
What is the result of avoidance?
Lose-lose
What is the result of accommodation?
Lose-win
What is the result of compromise?
Lose-lose
What is the result of competing?
Win-lose
What is the result of collaboration?
Win-win
What are the elements of a collaborative conversation?
Identify the problem
Decide which solution is best
Identify all possible solutions
Determine how to implement the solution
Assess the outcome of the solution
(I DID Ass)
Strategies to manage conflict
Screen for conflict competence during hiring and promotion
Establish protocols for conflict
Equip employees w/ tools and confidence
Make the process of conflict resolution transparent
Refuse to hear arguments until parties in conflict have exhausted ability to reach consensus
Establish a conflict escalation protocol
(SEEM Really Evil)
What does principled negotiation involve?
Working together to develop potential options
Identifying your own interests
Reach agreement that benefits both parties
Evaluate possibilities
Seeking to understand the interests of the other party
(WIRES)
What are the steps of the problem solving process?
- Define the problem
- Analyze the problem
- Develop possible solutions to the problem
- Analyze proposed solutions
- Select the best solution given the environment and parties involved
- Plan the next course of action (implementation)
(Deleting A Dumb Ass School Project)
Leadership
An act/instance of leading, guiding, or providing direction
Helps create inspiration and share a vision
Formal leadership
Formal power and authority bestowed through organization
(Like having a position that gives you power)
Informal leadership
Create and articulate compelling visions of the future to achieve success, BUT do so without the power and authority granted to formal leaders
(Is not in a position that gives them power but they take the initiative anyway)
Professionalism
Standards, behavior, and character of an individual engaged in tasks related to their work/profession
What are the 3 origins of authority?
Traditional
Bureaucratic
Charismatic
What does traditional authority focus on?
Customs and traditions
What does bureaucratic authority focus on?
Rules/laws
What are the 5 sources of power?
Personal charm/appeal and the followers’ desire to emulate
Expert
Reward
Legitimate
Coercive
(Pino Eating Real Long Cock)
What does charismatic authority focus on?
Power of persuasion
Personal magnetism
Sources of power: reward
Ability to provide material/non-material inducements
Sources of power: Legitimate
Followers’ perceptions that the leader has the right to lead
Sources of power: Expert
The knowledge/expertise of the individual
Sources of power: Coercive
Ability to threaten/punish
What are the 5 characteristics of leaders?
- Ability to articulate a compelling vision
- Curiosity, daring, takes risks
- Passion
- Integrity
- Encouraging
Collins hierarchy of executive behaviors: Level 1
Individuals make contributions independently
Collins hierarchy of executive behaviors: Level 2
People who work well in team settings
Collins hierarchy of executive behaviors: Level 3
Competent managers
Collins hierarchy of executive behaviors: Level 4
Classic definition of a leader
Collins hierarchy of executive behaviors: Level 5
Executive leader who is driven by goals
What are the different leadership styles?
Democratic
Autocratic
Servant
Affiliative
Laissez-Faire
Transformation
(Don’t Add SALT)
What is affiliative leadership?
Forging relationships
Team building
(Affiliating with others to form the relationship and for team building)
What is autocratic leadership?
Independent decision making
(Auto = alone)
What is democratic leadership?
Facilitate input from members of organization
What is Laissez-Faire leadership?
Provide resources but little direction
What is transformation leadership?
Use societal and spiritual values to bolster (support) performance and motivation
What is servant leadership?
Meet the needs of who they lead and help them grow
_____ is critical to successful patient and workplace communication
Respect
Sender
Person who conveys the message using verbal and non-verbal cues
Receiver
Person who decodes the words and cues to interpret the message
Then they become the sender by giving feedback on the message
What can barriers to the communication process be a result of?
Sender, receiver, or both
When does effective communication occur?
When the sender and receiver interpret the meaning of the message in the same way
What does face to face communication incorporate
Words
Tone of voice
Body language
What are the 3 Vs of communication?
Verbal
Voice
Visual
What are mixed messages?
When a person says on thing but their body language, tone, or other non-verbal cues suggest something different
(Like every conversation with a neurotypical ever)
What factors influence verbal message reception?
Appearance
Volume
Intonation (pitch)
Voice
Rate
(A Very Itchy Vag Reeks)
What does nonverbal communication involve?
Facial expressions
Appearance
Body language
Nonverbal communication accounts for more than ____ of the way messages are received
90%
What are the key elements of nonverbal communication?
Kinesics (posture)
Proxemics (distance)
Chronemics (time)
Haptics (touch)
What are the barriers to effective communication?
- Time constraints
- Status differentials
- Cultural & gender related differences
- Word choices
- Physical barriers
(This Stupid Cunt Won’t Piss)
What is active listening?
The act of hearing w/ thoughtful attention
Why can active listening be difficult?
People are able to understand much more than a person can say in a designated time period, giving the mind time to wander
Can understand 400 words/min
Can say 150 words/min
What are the 4 Ss affecting active listening?
Speaker
Setting
Style
Subject
Parts of the listening process
- Trust
- Will
- Empathetic responding
- Further exploration of thoughts and feelings
- Attention
- Listening
(Terah Won’t Ever Fuck A Loser)
What is bracketing?
Giving up the perspective that our frame of reference is the correct one
Giving up prejudices, biases, or frames of reference
What techniques can you use to show an employee you are listening?
Paraphrase to describe what the person is saying
Probe/ask questions to clarify info
Advise/provide comments
Provide empathetic responses
Use nonverbal communication
Let them know that you hear the message
(Please Put Up All Plates Later)
What are the types of active listening?
Repeating
Paraphrasing
Summarizing
Active listening: repeating
Using the exact words
Active listening: paraphrasing
Listener lending interpretation to what has been said
Active listening: summarizing
Communicating the main points back
When is passive voice used?
When the subject is acted upon
When is active voice used?
When the subject is performing the action
Used when an action is being required
Increase urgency
Establishing a sense of urgency
What are the steps of Kotter’s 8 stage transformation process?
(Pretty much said this will be on the exam)
- Increase urgency
- Building guiding teams
- Get the vision right
- Communication for buy-in
- Enable action
- Create short-term wins
- Don’t let up
- Make it stick
(I Bet Gayle Can’t Even Catch Dumb Men)
Get the vision right
Developing a vision and strategy
Building guiding teams
Creating a guiding coalition
Communication or buy-in
Communicating the change vision
Enable action
Empowering broad based action
Create short-term wins
Generating short term wins
Don’t let up
Consolidating gains and producing still more change
(What does this even say)
Make it stick
Anchoring new approaches in the culture
What steps of Kotter’s 8 stage transformation process are in the “creating a climate for change” category?
- Increase urgency
- Build guiding teams
- Developing a vision and strategy
What steps of Kotter’s 8 stage transformation process are in the “engaging & enabling the organization” category?
- Communication for buy-in
- Enable action
- Create short term wins
What steps of Kotter’s 8 stage transformation process are in the “implementing & sustaining the change” category?
- Don’t let up
- Make it stick