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