Survivor

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Survivor

  1. 1. Surviving The Pharmacy Outworking, Outgoing, Outstanding with Cliff Frank, CPhT
  2. 2. Program Information ACPE # 384-000-07-014-L04 Release Date: 8-6-07 Expires: 8-6-2010 STAT Educational Services, a division of National Pharmacy Technician Association Inc., is accredited by the Accreditation Council for Pharmacy Education (ACPE) as a provider of continuing pharmacy education.
  3. 3. Healthcare <ul><li>Our business is to CARE about the health of our patients. </li></ul>
  4. 4. Pharmacy Technicians <ul><li>Are an essential component to 21st Century medical care. </li></ul><ul><li>Our profession exists only to assist the pharmacist. </li></ul><ul><li>We work strictly under their supervision. </li></ul><ul><li>Conflicts should be rare. </li></ul>
  5. 5. ATTITUDE COUNTS! <ul><li>Our attitude can be an important safeguard against conflicts in the workplace. </li></ul>
  6. 6. All Tasks Are Equal <ul><li>Whether you are responsible for: </li></ul><ul><ul><li>Order intake </li></ul></ul><ul><ul><li>Order entry </li></ul></ul><ul><ul><li>Insurance billing </li></ul></ul><ul><ul><li>Medication selection </li></ul></ul><ul><ul><li>Medication measuring/counting </li></ul></ul><ul><ul><li>Packaging </li></ul></ul>
  7. 7. All Tasks Are Equal <ul><li>Whether you are responsible for: </li></ul><ul><ul><li>Delivery to: </li></ul></ul><ul><ul><ul><li>Ward </li></ul></ul></ul><ul><ul><ul><li>Floor </li></ul></ul></ul><ul><ul><ul><li>Patient </li></ul></ul></ul><ul><ul><li>- Maintenance of : </li></ul></ul><ul><ul><ul><li>Equipment </li></ul></ul></ul><ul><ul><ul><li>Supplies </li></ul></ul></ul><ul><ul><ul><li>Information </li></ul></ul></ul><ul><ul><ul><li>Medication inventory </li></ul></ul></ul>
  8. 8. Complicated…Exact <ul><li>Each of these tasks have multiple steps … involving multiple individuals, which requires cooperation and communication. </li></ul>
  9. 9. Causes of Conflict <ul><li>Lack of Communication </li></ul><ul><ul><li>Between patient and pharmacy staff </li></ul></ul><ul><ul><li>Between pharmacist and technician </li></ul></ul><ul><ul><li>Between pharmacy staff and prescribers </li></ul></ul><ul><ul><li>Between technician and technician </li></ul></ul>
  10. 10. Causes of Conflict <ul><li>Egos </li></ul><ul><ul><li>Patients </li></ul></ul><ul><ul><li>Pharmacists </li></ul></ul><ul><ul><li>Technicians </li></ul></ul><ul><ul><li>Prescribers </li></ul></ul><ul><ul><li>Nurses </li></ul></ul>
  11. 11. Causes of Conflict <ul><li>Patient lack of information </li></ul><ul><li>Personal needs </li></ul><ul><li>Technician lack of information </li></ul><ul><li>Our personal strengths and weaknesses </li></ul><ul><li>Poor management skills </li></ul><ul><li>“ The System” </li></ul>
  12. 12. Exercise I <ul><li>Break into smaller groups </li></ul><ul><ul><li>Identify </li></ul></ul><ul><ul><ul><li>Pharmacy conflicts </li></ul></ul></ul><ul><ul><ul><li>Personal conflicts </li></ul></ul></ul><ul><ul><ul><li>Teamwork conflicts </li></ul></ul></ul><ul><ul><li>Be prepared to share with the whole group </li></ul></ul><ul><ul><li>You have 15 minutes </li></ul></ul>
  13. 13. Easing Workplace Conflicts <ul><li>See the “whole picture” </li></ul><ul><li>Patient needs come first. </li></ul><ul><li>Department needs come second. </li></ul><ul><li>You come third! </li></ul>
  14. 14. PHARMACY Is a TEAM effort!
  15. 15. How To Resolve Conflict <ul><li>Be prepared to compromise. </li></ul><ul><li>Identify the REAL conflict. </li></ul><ul><li>Look for a win-win solution. </li></ul><ul><li>Take personal responsibility. </li></ul><ul><li>“ Is this the mountain you want to die on ?” </li></ul><ul><li>“ Done is done” - moving on. </li></ul>
  16. 16. Exercise II <ul><li>Go back to your smaller groups. Revisiting the conflicts you identified, use the new skills we discussed to work out solutions to for those barriers to good pharmaceutical care. </li></ul><ul><li>Be prepared to discuss with the whole group </li></ul><ul><li>You have 15 minutes. </li></ul>
  17. 17. Wrap It Up! <ul><li>Our positive attitude and problem-solving skills are needed more now than ever in this very complicated profession. We must be advocates for the safe and effective medication therapy for our patients. Conflict resolution is a hugely important key. </li></ul>
  18. 18. Questions/Comments

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