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Dispensing > Receiving > Flashcards

Receiving Flashcards

1
Q

What are the pharmacy serivices with direct patient interactions?

A

● Immunization
● Patient Counseling
● Extended Pharmacy Services
● Clinical Pharmacy Services
● Pharmacovigilance

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2
Q

What is customer service?

A

The act of taking care of the customer’s needs by providing quality service and assistance

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3
Q

Is there a universal definition of customer service?

A

There is no universal definition of good and bad customer service

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4
Q

What is the customer?

A

The most important person in the company that we are dependent on.

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5
Q

Describe the impulsive and friendly type.

A

easy to persuade

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6
Q

Describe the deliberatetype.

A

usually does research

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7
Q

What are the types of confident and decided acting customers?

A

decided/pre-sold customers
confident with concerted

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8
Q

Describe decided/pre-sold customers.

A

already know what to purchase

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9
Q

What are the types of undecided and uncertian customers?

A

conformist
shopping
causual lookers/window shoppers

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10
Q

Describe conformist type.

A

follows standard

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11
Q

Describe shopping type

A

examines and hunts for products

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12
Q

Describe the friendly and talkative customers.

A

wants to establish relationships

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13
Q

List the different customer service standards. (10)

A

reliability
resoponsiveness
assurance
empathy
tangibles
friendliness
fairness
control
options
information

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14
Q

Reliability description.

A

Receiving the promised service dependently and accurately

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15
Q

responsiveness description.

A

Receiving help and promote service

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16
Q

assurance description.

A

Knowledgeable and courteous employees who convey trust and confidence

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17
Q

Empathy description.

A

Caring, individualized attention

appreciating a patient’s circumstances and feeling without criticism or judgement

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18
Q

Tangibles description

A

The appearance of physical facilities, equipment, personnel, and communication materials

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19
Q

Friendliness description

A

Polite and courteous treatment

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20
Q

Fairness decription

A

Fair treatment from service providers

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21
Q

Control description

A

The patient’s or customer’s need to have an impact on the way things turn out

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22
Q

Options description

A

The patients or customer’s need to feel that other options are available

23
Q

Information description

A

The patient’s or customer’s need to be educated and informed about products, policies, procedures

24
Q

How can the reliability standard be met?

A

Accurate prescription filling and patient counselling

25
Q

How can the responsiveness standard be met?

A

staff who are eager to help patients and customer any way they can

26
Q

How can the assurance standard be met?

A

Hire staff that are knowledgable about the location of products in the store and help customers find products.

27
Q

How can the empathy standard be met?

A

Acknowledging that patients may be sick, scared, confused, worried, and responding to their feeling

28
Q

How can the tangibles standard be met?

A

Using spare minutes in the day to wipe shelves or counters

providing medication information that is easy to understand and read.

29
Q

How can the friendliness standard be met?

A

Friendly and upbeat staff

calling patients by their name

having packages ready as patients and customers walk to the counter

30
Q

How can fairness standard be met?

A

Help patients and customers when they arrive

31
Q

How can the control standard be met?

A

Letting patients know that the remainder of a partial fill will not be available for two days

32
Q

How can the options standard be met?

A

Ordering products for patients and customers when necessary

33
Q

How can the information standard be met?

A

Patient counseling

34
Q

What are the purposes of standards?

A

ensure quality service
reliability
evaluation of efficiency
builds trust and confidence

35
Q

What is service failure?

A

Failing to meet the expectations of a patient or customer

36
Q

What is service criticality?

A

magnitude of the consequences of a potential service failure to the patient or customer

37
Q

What is the range of service criticality in pharmacy?

A

inconvenient - very serious

38
Q

Examples of inconvenent service failure.

A

long wait for prescription
partial fill due to limited stock

39
Q

Examples of very serious service failure.

A

giving pt wrong drug or dose

40
Q

What are high-criticality service failures?

A

errors that are:
emotionally disturbing
life-threatening

41
Q

Example of high-criticality service failure.

A

catastrophic prescription errors

42
Q

What is servicce recovery?

A

correcting service failure

43
Q

What are the pharmacy principles.

A

Personalized care
Helpful information
Active listening
Respect privacy
Medication expertise
accessibility
customer centric approach
your feedback

44
Q

What is the customer satisfaction system?

A

greet
value
ask
listen
help
invite

45
Q

What does communication effectiveness consist of?

A

7% verbal
38% tone of voice
55% nonverbal language

46
Q

What is the problem solving formula?

A

understand the problem
identify the casue
discuss possible solutions
solve the problem

47
Q

How do you understand the problem?

A

get all the facts
listen non-defensively
repeat the problem back

48
Q

How do you identify the cause of the problem?

A

find out what happened and what should have happened.
find out what went wrong

49
Q

How do you discuss possible solutions?

A

suggest options
ask for customer ideas
agree on best course of action

50
Q

How do you solve the problem?

A

remove the cause
take corrective action

51
Q

BOUNCE BACK’ with SERVICE

A

Sorry
Expedite solutions
Respond to customer
Victory to customer
Implement improvement
Communicate results
Extend the outcome

52
Q

HEART complaint handling

A

Hear complaint
Empathize
Apologize
Restate problem
Thank and take action

53
Q

CLEAR complaint handling

A

Calm
Listen
Empathize
Apologize/acknowledge
Resolution

54
Q

What are the sins of service? (8)

A

apathy
brush-off
coldness
condescension
robotism
rule book obsession
runaround
lack of knowledhe

Dispensing (3 decks)

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