T2 - Week 3 Lecture Flashcards
1
Q
What is customer service?
A
A customer’s perspective of the service you provide
2
Q
What is the importance of customer service in health care?
A
- Customers are the most important people in the business that make our job possible
- Service affects patient care and outcomes where we solve their problems
- Our goal is to exceed the customer’s expectation and fulfill their needs
3
Q
What is the impact of the 3 C’s of customer service?
A
- Prevent problems from occurring
- They build rapport with customers
- Problems can be handled appropriately
4
Q
What are some steps for excellent customer service?
A
- Know about your organization.
- Learn the technical parts of the job.
- Be consistent.
- Be organized.
- Be reliable.
- Be responsive.
- Greet people as they enter and leave.
- Accept and adhere to policies and procedures.
- Smile.
- Solve problems.
- Choose your words carefully.
- Make each person feel important.
- Build relationships.
- Communicate effectively.
5
Q
How do make a customer feel important?
A
- Individual, personalized attention
- Respect
- Active listening “No problem.”
- Caring congruency (words, non-verbals, and actions)
- Empathy
- Use names
- Sincere compliments
- Skip the blame, solve the problem.
- Golden Rule treatment
6
Q
What is rule of thumb for customer service?
A
Tell the customer what you can do, not what you can’t do
7
Q
How do we respond to customer complaints?
A
- Service breakdowns happen but how YOU respond makes the difference.
- Nothing is more powerful than a sincere apology.
- See complaints as an opportunity to improve.
- Recognize the problem.
- Apologize.
- Make things right.
- Deal with problems immediately.
- Communicate.
- Be proactive.
- Confirm the problem is resolved.
- Do what you said you would do.
8
Q
How do you deal with difficult people?
A
- The problem is the problem, not the person
- You can only control you
9
Q
What are customer service tips?
A
- Customers are the most important people in your business.
- Make each person feel important.
- Think like the customer. Listen.
- Use favor language.
- Tell patients what you CAN do.
- Follow through.
10
Q
What are communicating pharmacy errors?
A
- Apologize.
- Do not make excuses.
- Build relationships with patients.
- Express what you and the company will do to make it right.
- Know your company policies and communicate them clearly and compassionately.
- Use the word incident rather than mistake or error.
- Your first objective is to minimize any potential ill effects for the patient.
- Counsel the patient on potential effects of the error.
- Move to a private area if possible.
- Tell the patient you will check into it thoroughly and follow through.
- Document the occurrence and your actions.
11
Q
What is the purpose of communication with professionals?
A
- Positive patient care outcomes
- Synergy and collaboration
- Recommendations to correct errors or optimize therapy
- Receive prescriptions
- Medication education
12
Q
What is the impact of poor communication?
A
- 70-80% of serious medical errors are the result of failures in communication
- Incomplete communication decreases the quality of patient care
13
Q
What is transcribing prescription?
A
Converting verbal orders to written orders
14
Q
What are the barriers to effective transcribing?
A
- Interpreting speech
- Environmental factors
- Knowledge gap
15
Q
How do you overcome barriers to effective communication?
A
- Ask for spelling
- Minimize noise when possible
- Minimize interruptions
- Be a lifelong learner
- Use the read back method
16
Q
What is the read back method?
A
- Read back the prescription
- Receive confirmation from the person who gave the order
- Use with all telephone prescriptions
17
Q
What is read back and verify?
A
- Verify each part of the prescription by reading back each piece of information.
- As you read back the information, physically place a check mark next to that information.
- Ask for spelling if the accent is unclear or you are unfamiliar with the medication.
18
Q
What are the tips of verbal orders?
A
- Verify doses with numbers
- Verify instructions without abbreviations
- Read back the entire order
- Reduce orders to writing immediately
- Mention dosage form and route
- Always use leading zeros
- Never use trailing zeros
- Double check any Rx that doses more than 2 tabs at one time
- Be familiar with LASA drugs and ask for spelling
- Ask for more information
- Know your patients
- Counsel patients, especially on new meds
- Ask for diagnosis and quantity dispensed
- Have a functional knowledge of medications dispensed
19
Q
What are the components of SBAR?
A
- Situation: What going on?
- Background: What is the context?
- Assessment: What is the problem?
- Recommendation: What is the solution?
20
Q
What is SBAR?
A
Allows healthcare professionals to share concise but important information in a short amount of time
21
Q
How do we apply SBAR?
A
- Situation: who you are, who the patient is, why you are calling
- Background: brief, relevant to the recommendation
- Assessment: what you found, what you think
- Recommendation: what you want
22
Q
How should we be concise in written communication?
A
- Clearly define the problem, patient symptoms/complaints, documented references
- Provide specific suggestions to assist the prescriber in acting quickly
- Provide recommendations that can be answered with a yes or no
23
Q
What are the components of SOAP note?
A
- S = Subjective: Chief complaint; history of present illness; why the patient is being seen;
- O = Objective: Physical findings and measurable data such as laboratory values, drug levels, and imaging studies;
- A = Assessment: Analysis or conclusion about the patient’s current status/behavior, evidence of progress, response to intervention or medication, and change in functional status;
- P = Plan: Interventions or actions taken in response to assessment, collaboration with others, plan for follow-up, change in diagnosis, and documentation that the patient was informed of changes in interventions and/or medications.
