T2 - Week 3 Lecture

Question 1

What is customer service?

Answer 1

A customer’s perspective of the service you provide

Question 2

What is the importance of customer service in health care?

Answer 2

1. Customers are the most important people in the business that make our job possible
2. Service affects patient care and outcomes where we solve their problems
3. Our goal is to exceed the customer’s expectation and fulfill their needs

Question 3

What is the impact of the 3 C’s of customer service?

Answer 3

1. Prevent problems from occurring
2. They build rapport with customers
3. Problems can be handled appropriately

Question 4

What are some steps for excellent customer service?

Answer 4

1. Know about your organization.
2. Learn the technical parts of the job.
3. Be consistent.
4. Be organized.
5. Be reliable.
6. Be responsive.
7. Greet people as they enter and leave.
8. Accept and adhere to policies and procedures.
9. Smile.
10. Solve problems.
11. Choose your words carefully.
12. Make each person feel important.
13. Build relationships.
14. Communicate effectively.

Question 5

How do make a customer feel important?

Answer 5

1. Individual, personalized attention
2. Respect
3. Active listening “No problem.”
4. Caring congruency (words, non-verbals, and actions)
5. Empathy
6. Use names
7. Sincere compliments
8. Skip the blame, solve the problem.
9. Golden Rule treatment

Question 6

What is rule of thumb for customer service?

Answer 6

Tell the customer what you can do, not what you can’t do

Question 7

How do we respond to customer complaints?

Answer 7

1. Service breakdowns happen but how YOU respond makes the difference.
2. Nothing is more powerful than a sincere apology.
3. See complaints as an opportunity to improve.
4. Recognize the problem.
5. Apologize.
6. Make things right.
7. Deal with problems immediately.
8. Communicate.
9. Be proactive.
10. Confirm the problem is resolved.
11. Do what you said you would do.

Question 8

How do you deal with difficult people?

Answer 8

1. The problem is the problem, not the person
2. You can only control you

Question 9

What are customer service tips?

Answer 9

1. Customers are the most important people in your business.
2. Make each person feel important.
3. Think like the customer. Listen.
4. Use favor language.
5. Tell patients what you CAN do.
6. Follow through.

Question 10

What are communicating pharmacy errors?

Answer 10

1. Apologize.
2. Do not make excuses.
3. Build relationships with patients.
4. Express what you and the company will do to make it right.
5. Know your company policies and communicate them clearly and compassionately.
6. Use the word incident rather than mistake or error.
7. Your first objective is to minimize any potential ill effects for the patient.
8. Counsel the patient on potential effects of the error.
9. Move to a private area if possible.
10. Tell the patient you will check into it thoroughly and follow through.
11. Document the occurrence and your actions.

Question 11

What is the purpose of communication with professionals?

Answer 11

1. Positive patient care outcomes
2. Synergy and collaboration
3. Recommendations to correct errors or optimize therapy
4. Receive prescriptions
5. Medication education

Question 12

What is the impact of poor communication?

Answer 12

1. 70-80% of serious medical errors are the result of failures in communication
2. Incomplete communication decreases the quality of patient care

Question 13

What is transcribing prescription?

Answer 13

Converting verbal orders to written orders

Question 14

What are the barriers to effective transcribing?

Answer 14

1. Interpreting speech
2. Environmental factors
3. Knowledge gap

Question 15

How do you overcome barriers to effective communication?

Answer 15

1. Ask for spelling
2. Minimize noise when possible
3. Minimize interruptions
4. Be a lifelong learner
5. Use the read back method

Question 16

What is the read back method?

Answer 16

1. Read back the prescription
2. Receive confirmation from the person who gave the order
3. Use with all telephone prescriptions

Question 17

What is read back and verify?

Answer 17

1. Verify each part of the prescription by reading back each piece of information.
2. As you read back the information, physically place a check mark next to that information.
3. Ask for spelling if the accent is unclear or you are unfamiliar with the medication.

Question 18

What are the tips of verbal orders?

Answer 18

1. Verify doses with numbers
2. Verify instructions without abbreviations
3. Read back the entire order
4. Reduce orders to writing immediately
5. Mention dosage form and route
6. Always use leading zeros
7. Never use trailing zeros
8. Double check any Rx that doses more than 2 tabs at one time
9. Be familiar with LASA drugs and ask for spelling
10. Ask for more information
11. Know your patients
12. Counsel patients, especially on new meds
13. Ask for diagnosis and quantity dispensed
14. Have a functional knowledge of medications dispensed

Question 19

What are the components of SBAR?

Answer 19

1. Situation: What going on?
2. Background: What is the context?
3. Assessment: What is the problem?
4. Recommendation: What is the solution?

Question 20

What is SBAR?

Answer 20

Allows healthcare professionals to share concise but important information in a short amount of time

Question 21

How do we apply SBAR?

Answer 21

1. Situation: who you are, who the patient is, why you are calling
2. Background: brief, relevant to the recommendation
3. Assessment: what you found, what you think
4. Recommendation: what you want

Question 22

How should we be concise in written communication?

Answer 22

1. Clearly define the problem, patient symptoms/complaints, documented references
2. Provide specific suggestions to assist the prescriber in acting quickly
3. Provide recommendations that can be answered with a yes or no

Question 23

What are the components of SOAP note?

Answer 23

1. S = Subjective: Chief complaint; history of present illness; why the patient is being seen;
2. O = Objective: Physical findings and measurable data such as laboratory values, drug levels, and imaging studies;
3. 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;
4. 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.