Pharmacy Leadership and Management PHRM 8402.91 Quiz

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Questions and Answers

What is the primary approach to performance improvement in Six Sigma?

Define, Measure, Analyze, Improve, Control (correct)

Evaluate, Implement, Monitor, Adjust

Plan, Do, Check, Act

Assess, Execute, Review, Revise

Which rule states that employee-customer experience is directly linked in Human Sigma?

Rule 4: We can quantify and summarize the effectiveness of the employee-customer encounter in a single performance measure.

Rule 2: Emotion frames the employee-customer encounter.

Rule 1: You cannot measure and manage the employee and customer experiences as separate entities. (correct)

Rule 3: You must measure and manage the employee-customer encounter at a local level.

What is the main focus of Six Sigma quality performance improvement?

Enhancing employee morale

Creating high quality outputs from standardized inputs (correct)

Optimizing resources allocation

Maximizing customer satisfaction

What is the Human Sigma metric used to measure?

Effectiveness of the employee-customer encounter Signup and view all the answers

What is the significance of emotion in the employee-customer encounter in Human Sigma?

Emotion frames the encounter as people remember how they feel Signup and view all the answers

How many principles are there in Human Sigma?

5 Principles Signup and view all the answers

What is the primary role of Operations Pharmacy Managers?

Manage the human resources to meet the clinical, operational, and patient goals of the pharmacy practice Signup and view all the answers

How can a pharmacy increase perceived value above relative value according to the text?

By engaging customers on an emotional level Signup and view all the answers

What is a key aspect of emotionally satisfied customers, according to the text?

They feel a strong emotional commitment to the company Signup and view all the answers

What is one of the principles of patient-centric pharmaceutical care mentioned in the text?

Train, educate, and ensure employees embrace it Signup and view all the answers

What is a key factor in achieving synergy between high levels of customer and employee engagement?

Attention to both transactional and transformational intervention activities Signup and view all the answers

What is the best way for pharmacy managers to lead their employees, according to the text?

Lead by example Signup and view all the answers

What is a key aspect of effective pharmacy operations management according to the text?

Ensuring tasks do not interfere with the goal Signup and view all the answers

What is emphasized in leadership training of subordinates?

Empowering employees to think independently Signup and view all the answers

In the context of the text, what is the role of a 'knowledge worker' as defined by Pete Drucker?

Systematic application of learned concepts Signup and view all the answers

What is key to the success of a pharmacy operation?

Transparency and mentoring Signup and view all the answers

How does the text describe the approach of a 'knowledge worker' towards routine tasks?

Productivity depends on modifying routine tasks Signup and view all the answers

What is highlighted as essential for good pharmacists and operations managers according to the text?

Staff development and promotion commitment Signup and view all the answers

What type of system should be enabled for prescribers to improve patient outcomes?

Clinical Data System Signup and view all the answers

What should trigger an alert in the Clinical Data System (CDS) at the pharmacy?

Receipt of electronic prescriptions Signup and view all the answers

Which type of medication error occurs least frequently?

Administration Signup and view all the answers

What is a key tip mentioned for successful Health Information Technology implementation and change?

Leadership Support Signup and view all the answers

What is one aspect of future considerations in Pharmacy Operations Management?

Value-Based Healthcare Signup and view all the answers

In the context of technology use, what type of system should have a communication feature between providers and pharmacists?

Closed-Loop Medication Management System Signup and view all the answers

What did the Institute of Medicine (IOM) suggest in 1999 to improve medication safety?

Standardize terminology and minimize data handoffs Signup and view all the answers

Which act of 2009 provided financial incentives and federal mandates for the meaningful use of Health Information Technology?

American Recovery and Reinvestment Act (ARRA) Signup and view all the answers

What role do pharmacists play in Health Information Technology (HIT) according to the text?

Taking responsibility for patient safety and supporting HIT Signup and view all the answers

What does HIT stand for in the context of pharmacy technology?

Health Information Technology Signup and view all the answers

What should pharmacists do as part of education and quality improvement regarding Data Management according to the text?

Engage in Continuous Quality Improvement to reduce errors Signup and view all the answers

What is a pharmacist's role in Clinical System Implementation, Maintenance, and Optimization?

Serving in a leadership role for project planning and maintenance Signup and view all the answers

Why is it important for pharmacists to perform analytics and Continuous Quality Improvement?

To be leaders in reviewing captured data and metrics Signup and view all the answers

What does EHR stand for in the context of Health Information Technology?

Electronic Health Records Signup and view all the answers

What should pharmacists focus on when working with vendors regarding Clinical System selection?

Determining functionality, workflows, and training needs Signup and view all the answers

What did the American Recovery and Reinvestment Act (ARRA) provide financial incentives for?

Meaningful use of Health Information Technology (HIT) Signup and view all the answers

Study Notes

Six Sigma

DMAIC is the primary approach to performance improvement in Six Sigma
Define, Measure, Analyze, Improve, Control are the five steps of DMAIC

Human Sigma

Rule 1 states that employee and customer experience are directly linked
Human Sigma is a metric used to measure** employee engagement**, customer engagement, and profitability

Pharmacy Operations Management

Operations Pharmacy Managers are responsible for optimizing pharmacy operations
Customer and employee engagement drives profitability and creates a positive customer experience
Patient-centric pharmaceutical care focuses on individual needs and preferences
Emotional satisfaction is a key aspect of customer engagement
Emotionally satisfied customers are more likely to be loyal
Synergy between high levels of customer and employee engagement can be achieved by creating a culture of shared values
Leading by example is the best way for pharmacy managers to lead
Knowledge workers are essential for the success of pharmacy operations
Knowledge workers approach routine tasks with efficiency and effectiveness
Effective pharmacy operations management requires continuous improvement

Patient Safety

Knowledge workers are essential for patient safety
Clinical Data System (CDS) should be implemented to improve patient outcomes
CDS should alert pharmacists about potential drug interactions
Medication errors happen most often with prescription and administration
Technology implementation requires communication and education for all staff
Health professionals should communicate through a shared system to improve patient safety and outcomes

Health Information Technology (HIT)

HIT is used to improve patient safety and efficiency
HIT plays a crucial role in error prevention and improving medication safety
Meaningful use of HIT was encouraged by the Health Information Technology for Economic and Clinical Health (HITECH) Act of 2009.
Pharmacists have an important role in HIT implementation, maintenance, and optimization
Clinical System selection should involve pharmacists for effective implementation
Pharmacists should engage in education and quality improvement activities regarding data management
Pharmacists play a vital role in Clinical System Implementation, Maintenance, and Optimization
Continuous Quality Improvement (CQI) is important to ensure patient safety and efficiency

Future Considerations

Data management is crucial for pharmacists to ensure patient safety and improve efficiency
HIT can be used to automate routine tasks and improve communication between providers
Future considerations in Pharmacy Operations Management should focus on personalized healthcare solutions and patient-centered care

Key Terms:

HIT stands for Health Information Technology
EHR stands for Electronic Health Record
CDS stands for Clinical Data System
DMAIC stands for Define, Measure, Analyze, Improve, Control
CQI stands for Continuous Quality Improvement

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Description

Test your knowledge on improving local Human Sigma performance through deliberate intervention activities and developing relationships with patients in pharmacy operations management. This quiz covers topics related to customer and employee engagement, data measurement, rewards, and recognition.