Survivor
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Survivor

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RxPO 2007

RxPO 2007

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Survivor Survivor Presentation Transcript

  • Surviving The Pharmacy Outworking, Outgoing, Outstanding with Cliff Frank, CPhT
  • 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.
  • Healthcare
    • Our business is to CARE about the health of our patients.
  • Pharmacy Technicians
    • Are an essential component to 21st Century medical care.
    • Our profession exists only to assist the pharmacist.
    • We work strictly under their supervision.
    • Conflicts should be rare.
  • ATTITUDE COUNTS!
    • Our attitude can be an important safeguard against conflicts in the workplace.
  • All Tasks Are Equal
    • Whether you are responsible for:
      • Order intake
      • Order entry
      • Insurance billing
      • Medication selection
      • Medication measuring/counting
      • Packaging
  • All Tasks Are Equal
    • Whether you are responsible for:
      • Delivery to:
        • Ward
        • Floor
        • Patient
      • - Maintenance of :
        • Equipment
        • Supplies
        • Information
        • Medication inventory
  • Complicated…Exact
    • Each of these tasks have multiple steps … involving multiple individuals, which requires cooperation and communication.
  • Causes of Conflict
    • Lack of Communication
      • Between patient and pharmacy staff
      • Between pharmacist and technician
      • Between pharmacy staff and prescribers
      • Between technician and technician
  • Causes of Conflict
    • Egos
      • Patients
      • Pharmacists
      • Technicians
      • Prescribers
      • Nurses
  • Causes of Conflict
    • Patient lack of information
    • Personal needs
    • Technician lack of information
    • Our personal strengths and weaknesses
    • Poor management skills
    • “ The System”
  • Exercise I
    • Break into smaller groups
      • Identify
        • Pharmacy conflicts
        • Personal conflicts
        • Teamwork conflicts
      • Be prepared to share with the whole group
      • You have 15 minutes
  • Easing Workplace Conflicts
    • See the “whole picture”
    • Patient needs come first.
    • Department needs come second.
    • You come third!
  • PHARMACY Is a TEAM effort!
  • How To Resolve Conflict
    • Be prepared to compromise.
    • Identify the REAL conflict.
    • Look for a win-win solution.
    • Take personal responsibility.
    • “ Is this the mountain you want to die on ?”
    • “ Done is done” - moving on.
  • Exercise II
    • 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.
    • Be prepared to discuss with the whole group
    • You have 15 minutes.
  • Wrap It Up!
    • 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.
  • Questions/Comments