Roles and Responsibilities workbook session 2 SFW MARC GALINDO

Question 1

What do standard operating procedures (SOPs) aim to ensure?

Answer 1

SOPs aim to ensure uniformity, efficiency, and quality of service, while also minimizing discrimination or biases.

Question 2

What information do SOPs contain?

Answer 2

SOPs contain step-by-step instructions, necessary laws or regulations, risks involved, safety requirements, and responsibilities of everyone involved.

Question 3

What are the benefits of SOPs?

Answer 3

SOPs help standardize procedures, reduce mistakes and errors, and improve efficiency and safety in the workplace.

Question 4

What might happen if you attempt tasks outside your training or knowledge?

Answer 4

Unnecessary risks and consequences may arise, potentially causing harm to the team and patients, and adding extra burdens to the team.

Question 5

Why is it important to follow the dispensing SOP?

Answer 5

It ensures the safety of everyone, especially patients, and prevents the wrong medication from being given, which could have adverse health risks.

Question 6

What limitations do you have regarding dispensing?

Answer 6

I am limited to dispensing non-CD medications and can only perform calculations and labeling once fully trained.

Question 7

Why is the stock management SOP important?

Answer 7

It includes responsibilities, risks, safety guidelines, and ensures that drugs are in good condition for safe public service.

Question 8

What could happen if you deviate from the stock management SOP?

Answer 8

Risks such as expired batches, wrong medicinal forms, and financial burdens could increase, affecting patient treatment times.

Question 9

What does ‘fit for purpose’ mean?

Answer 9

It refers to whether the drug received is safe and suitable for its intended purpose.

Question 10

What is a code of conduct?

Answer 10

A code of conduct is a statement outlining the expectations placed upon employees or organizations regarding ethical principles and standards of behavior.

Question 11

What responsibilities do you have towards other staff members?

Answer 11

Responsibilities include maintaining clear communication, collaborating, respecting roles, and contributing to a positive working environment.

Question 12

What would be classed as unprofessional behavior in a Pharmacy setting?

Answer 12

Examples include poor communication, lack of respect, breaching confidentiality, neglecting responsibilities, and refusal to follow SOPs.

Question 13

Where would you go for advice regarding work-related concerns?

Answer 13

Inside the organization: Human Resources, Manager/Supervisors. External: GPhC, Citizens Advice Bureau, NHS England.

Question 14

What are some key organizations related to workplace concerns?

Answer 14

GPhC, Freedom of Information enquiry, Citizens Advice bureau, Health and Safety executive, Police, NHS England, Royal Pharmaceutical Society, Community Pharmacy England

Question 15

What policy might you need to use if being bullied by a work colleague?

Answer 15

Harassment and bullying/ Grievance

Question 16

What policy might you need to use for poor work performance?

Answer 16

Capability/ Disciplinary/ Performance, Development and Incremental Review

Question 17

What policy should be referenced for an unhappy customer?

Answer 17

NHS Complaints Handling Procedure

Question 18

What policies apply to a pharmacist shouting at dispensers?

Answer 18

Bullying and Harassment/ Disciplinary/ Maintaining High Professional Standards

Question 19

What policies apply if someone is stealing from the organization?

Answer 19

Anti-fraud, Bribery and Corruption/ Disciplinary/ Freedom to Speak Up: Raising Concerns (Whistleblowing)/ Maintaining High Professional Standards/ Staff Code of Conduct

Question 20

What is whistleblowing?

Answer 20

Whistleblowing is the act of informing the authorities or the public about the malpractice done by the organization I am working for. This is important as it ensures that such behavior is made known and rectified to ensure patient safety above all else.

Question 21

Give two examples of concerns to report to the GPhC.

Answer 21

1. Continual malpractice (not adhering to GPhC standards) of Pharmacy technicians or Pharmacists
2. Misuse of organization funds (fraud)

Question 22

Give two examples of concerns the GPhC will not respond to.

Answer 22

1. Changes in the price of prescriptions
2. Workplace hours negotiations

Question 23

What are two examples of how the GPhC expects Standard 8 to be achieved?

Answer 23

1. We raise concerns towards behavior that may cause harm to the public or the team
2. Be honest and take accountability whenever something bad happens and try to be open when communicating.

Question 24

What responsibilities do you have in relation to raising concerns?

Answer 24

I am responsible for challenging bad behavior in the workplace and communicating with the relevant authorities whenever such problems arise. I hold myself and other staff accountable for upholding GPhC standards.

Question 25

What process should you follow if you have concerns about a staff member’s performance?

Answer 25

First, speak to the person involved about your concerns. If there’s no improvement, report to the manager. Initial supervision will be done, and if no improvement is seen, follow the Capability policy guidelines.

Question 26

What should you do if concerns escalate?

Answer 26

Raise concerns to the manager and handle the error at that level. If the problem escalates, follow formal procedures such as filling out relevant forms and conducting a formal investigation.