Test 2 Interprofessional Collaboration & Electronic Communication

Question 1

define CPA

Answer 1

formal agreement in which a licensed provider makes a diagnosis, supervises patient care, and refers patients to a pharmacist under a protocol that allows the pharmacist to perform specific patient care functions

Question 2

facilitators to CPA

Answer 2

• share discipline or practice area
• market need for CPA service
• evidence of success for proposed CPA
• economic incentives

Question 3

barriers to CPA

Answer 3

• unclear CPA
• lack of structural or institutional support
• unfamiliar with CPA
• silos of current care models
• lack of CPA-enabling technology

Question 4

Strategies for CPA

Answer 4

• Create and expand an infrastructure that embeds pharmacists’ patient care services and collaborative practice agreements into care, while creating ease of access for patients
• Use simple, understandable, and empowering language when referring to pharmacists’ patient care services
• Allow the health care providers who enter into the CPA to define the details of each agreement
• Examine and redesign health professional scope of practice laws, education curricula, and operational policies to create synergy, promote collaboration, and make better use of support staff
• Properly align incentives based on meaningful process and outcome measures for patients, payers, providers, and health care systems
• Provide incentives and support for the adoption of electronic health records and the use of technology in pharmacists’ patient care services
• Maintain strong, trusting, and mutually beneficial relationships with patients , doctors, and other providers and encourage those individuals to promote pharmacists’ patient care services

Question 5

AIDET

Answer 5

• Acknowledge
• Introduce
• Duration
• Explain
• Thank

Question 6

Acknowledge

Answer 6

• Greet people.
• Look them in the eyes and smile.
• Use names if you know them.
• The first delivered impression is the most important and lasting impression.
• Establish a preferred rapport with the patient and patient family.

Question 7

Introduce

Answer 7

• Introduce yourself politely.
• Tell the patient who you are and how you are going to help.
• Explain your role, function, experience, and skill set.
• Escort people where they want to go, instead of pointing or giving directions.

Question 8

Duration

Answer 8

• Outline the actual expected duration and/or wait time.
• Keep in touch regularly to ease the perception of prolonged wait times.
• Let people know if there is a delay, and provide realistic expectations of expected wait times.
• Fix unnecessary wait times where necessary.

Question 9

Explain

Answer 9

• Tell the patient what to expect.
• Communicate any step and address any question the patient may have.
• Make time to help by recognizing and diminishing the patient’s anxieties and uncertainties.

Question 10

Thank

Answer 10

• End the conversation with the patient by thanking them for whatever they’re there for.
• Let them know you appreciate them.
• Ask if there are any final questions or concerns.

Question 11

I-SBAR

Answer 11

• Introduction
• Situation
• Background
• Assessment
• Recommendation

Question 12

Email Etiquette

Answer 12

• Proper grammar, syntax, punctuation
• ii. Appropriately spell names of recipient(s) (hint: their name is sometimes in their email address itself!)
• Do not email for highly sensitive matters
• Respond to emails as quickly as you would like your emails to be responded to
• Do not “reply all” unless you are absolutely sure you should
• If you CC someone, ensure they know why
• Use BCC to hide recipient email addresses from other recipients
• Use Automatic Reply and offer alternative contact information for assistance
• Proofread

Question 13

What are things to consider when using social media?

Answer 13

• patient privacy

- security

Question 14

suggestions for sharing information

Answer 14

• Use good judgment when posting information that may anger, humiliate, offend, or mislead others
• Consider all potential members of the audience and how they might react when you post to a social media site
• Avoid frequent whining and complaining posts
• Avoid posts that could depict you as a substance abuser
• Consider how you will handle friend/follow requests from patients and/or coworkers
• Do not violate patient privacy and confidentiality standards
• Use privacy features to control access to social media information