chapter 15 community pharmacy

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  • 1.The Pharmacy Technician 4EChapter 15Community Pharmacy

2. Chapter Outline Community Pharmacy Organization Customer Service Processing Prescription Preparing the Prescription Customer Pick-Up Using a Cash Register Other Duties 3. Community Pharmacy A retail pharmacy practice that services prescriptionsdirectly to the public. Sell over-the-counter (OTC) products. Approximately two thirds of all prescription drugs inthe U.S. are dispensed by community pharmacies. More technicians and pharmacists are employed incommunity pharmacies than any other area. The role of community pharmacist and in counselingand education patients is steadily increasing. Adds more responsibility to dispense by technicians. 4. Types of PharmaciesIndependent Pharmacies Owned by the pharmacist or groups ofpharmacists. A pharmacist owner makes his or her owndecisions regarding the practice of pharmacy. Most compounding of prescriptions is done inthis type of pharmacy. A franchise pharmacy, also called apothecary, is a member of a small chain of professional community pharmacies that are independently owned. 5. Types of PharmaciesChain Pharmacy A community pharmacy consisting of several similarpharmacies in the region (or nation) that are corporatelyowned. Examples: CVS, Rite-Aid, Walgreens Located to allow for large-volume dispensing utilizingpharmacy technicians and automation. Administrative decisions are made at the corporatelevel. 6. Types of Community Pharmacies Others Types Mass Merchandiser Pharmacies A regional & national community pharmacy thatsells mass merchandise with in-store pharmacies. Examples: Costco, KMart, Target, Walmart Food Store Pharmacies Regional or national food store chains Examples: A&P, Eagle, Giant, Krogers, Pathmark 7. Role of Pharmacy Technician in a Community PharmacyPharmacy technicians employed in a communitypharmacy typically Aid the pharmacist in the filling, labeling, andrecording of prescriptions. Operate and responsible for the pharmacy cashregister. Stock and inventory prescription and over-the-counter (OTC) medications. Maintain computerized patient records.Prepare insurance claim forms.Order and maintain parts of the front-end stock. 8. Patient Confidentiality Respect the Customers Privacy A pharmacy technician must be sensitive to maintaining patient privacy, confidentiality of medical information, and compliance with all state and federal HIPAA regulations. Health Insurance Portability and Accountability Act All healthcare facilities that access, store, maintain, or transmit patient identifiable medical information must comply with these regulations. Failure to do so can result in severe civil and criminal penalties. 9. Patient IdentifiersName Medical record numberAddress and ZIP code Health plan ID numberRelativesAccount numberEmployer Vehicle IDDate of birthCertificate or license numberTelephone number or fax number URL or IP addressE-mail address Fingerprint or voiceprintSocial security number Photo 10. HIPPA Some practical ways of protecting patients privacyinclude: Never discussing patients outside of the pharmacy setting. Shredding documents, papers, or labels with patient information (instead of discarding in regular trash). Speaking to patients and other healthcare professionals in the most private area possible. Never discussing patients with any individual unless the patient has provided written authorization to do so. 11. Organization Prescription counter Transaction window Storage Sink Refrigeration Equipment Computer system Prescription bins or shelves 12. Customer Service Good customer service requires: Presenting in a calm, courteous, and professional manner. Listening to and understanding customer requests for service. Fulfilling those requests accurately or explaining to the customers satisfaction why the request cannot be serviced. 13. At the Counter Techniques for interacting with customers at thecounter include: Listening carefully. Making eye contact. Repeating what the customer said. Using positive rather than negative language to describe what you can do. Calling the patient by name. 14. On the Phone Techniques for interacting with customers at on thetelephone include: Using a pleasant and courteous manner. Stating the name of the pharmacy and your name. Following the standard procedure indicated for your pharmacy. Referring all calls that require a pharmacists judgment to the pharmacist. 15. Personal Service In The ContemporaryPharmacy Good Customer Service involves: Dressing and grooming oneself neatly. Maintaining a constant lookout for customers in need of assistance. Knowing the layout of the store and the location of its merchandise. Smiling and using courteous language. Providing explanations as necessary to customers, being sensitive to language differences. 16. Personal Service In the Contemporary Pharmacy Interprofessionalism includes: Listening carefully. Making eye contact. Repeating what the customer has said. Using positive language to describe what you can do. Remember the patient come to a pharmacy becausethey are sick and not feeling well. DO NOT provide medical advice and direct thosequestions to the pharmacist. 17. Prescription-Filling ProcessStep 1: Receive Prescription and Review Patient Profile Initial check of all key pieces of information is vital. Thoughtful and thorough initial review reduces the chances that an unidentified error will continue through the filling process. Legibility to make sure information is easily read andunderstood. Clarify any questions. 18. Prescription-Filling Process Validity to make sure the prescription is valid. Requirements may vary from state to state. Every technician should be familiar with thedefinition of valid prescription for the state inwhich they practice. Do not fill the prescription on invalid prescriptions. A prescribers signature is required for a prescriptionto be considered valid. 19. Prescription-Filling Process Patient information includes: Full name of patient Address Telephone number Date of birth Any allergies to medication Physician information should: Be written by a licensed prescriber along with their contact information, Contain a signature of the prescriber. 20. Prescription-Filling ProcessStep 2: Enter Prescription into the Computer Accuracy is imperative. Make sure the patient is receiving the correct and appropriate medication. An inaccurate prescription could cause the patient serious harm or death. 21. Prescription-Filling Process Concentration and focus are very important. Prescription information should be compared with choices from the computer menu The form or formulation must match the route ofadministration. Confirm that information entered into the computermatches the original prescription. 22. Prescription-Filling ProcessStep 3: Generate Prescription Label Check the accuracy of any technology in theprescription filling process. Cross-check the label output from the computerwith the original prescription. Check that no typing error or inherent program malfunction altered the information. Check that the patient name is correct on the label. Check that the drug, dose, concentration, and route information is identical to the original prescription. 23. Prescription-Filling ProcessStep 4: Retrieve Medication Products can contribute to errors with Look-alike labels. Similarities in brand or generic names Similar pill shapes or colors. Use NDC numbers, drug names, and otherinformation to verify selection of the correctproduct. Use both the original prescription and the generated label when selecting a manufacturers drug product from the storage shelf. Use NDC numbers as a cross-check. 24. Prescription-Filling Process Accidental substitution of one drug or ingredient foranother is one of the most serious events that canoccur in pharmacy practice. Most pharmacy practices possess a computer-basedpill identification program and use a shelf labelingsystem to organize inventory. Visually compare the medication dispensed with a picture of the medication. 25. Prescription-Filling Process Calculation and substitution errors are sources ofmedication errors. Write out the calculation and have a second person check the answer. Take care when reading labels and preparingcompounded products. 26. Prescription-Filling Process Medication errors occur When using more than one container of product. When preparing more than one product at a time. When distractions and interruptions intrude. All equipment should be maintained, cleaned, and calibratedon a regular basis. Potential for serious harm to a patient occurs if theresidue or dust from an allergy-causing medicationcontaminates the patients prescription. Clean the counting tray with alcohol after each drug isdispensed. 27. Prescription-Filling Process Containers All prescription vials and bottles must have a SAFETYCAP or child resistant cap, unless the patientrequests an EASY-OPEN CAP. Some elderly or arthritic patients have extremedifficulty opening child- resistant caps. If preparing a liquid medication, select an appropriatesize bottle and pour the correct volume of liquid intothe bottle. For creams and ointments that are not pre-packaged, itis necessary to transfer the product with a spatula to anointment jar of the correct size. 28. Prescription-Filling Process Counting tray is a tray designed for counting pillsfrom a stock bottle into a prescription vial. Safety cap is a child-resistant cap. Auxiliary labels are labels indicate specific warnings,foods or medications to avoid, potential side effects,and other cautionary interactions. 29. Prescription-Filling Process Caution and warning labels on a prescriptioncontainer serve as reminders to patients aboutdrug handling or administration. Computerized systems generate caution andwarning labels with the prescription label. 30. Prescription-Filling ProcessStep 6: Review and Approve Prescription The pharmacis