Pharmacy Management Skills Quiz

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Questions and Answers

What is a process measure?

A measure of the cost of medical procedures

A measure of the actions taken that may affect outcomes (correct)

A measure of patient outcomes

A measure of patient satisfaction levels

Which factor is considered a process measure for Warfarin use?

Incidence of symptomatic hypoglycemia

Percentage of patients who received mealtime insulin doses

Percentage of time patient’s INR is in the target range (correct)

Number of patients who suffered fetal abnormalities

What is a process measure for Insulin use?

Percentage of patients who received the appropriate dose of sliding scale insulin (correct)

Percentage of patients who experience a blood clot or a bleed

Number of patients who suffered fetal abnormalities from use in pregnancy

Percentage of patients counseled on pregnancy risks

For Teratogenic Drugs, what factor is considered a process measure?

Percentage of patients who had a negative pregnancy test prior to initiation Signup and view all the answers

How are process measures different from patient outcomes measures?

Process measures focus on actions taken, while patient outcomes focus on the results Signup and view all the answers

What is the BIGGEST & MOST COMMON barrier to strategic planning according to the text?

Failure to commit sufficient time to planning Signup and view all the answers

What is the most important reason for measuring safety and quality according to the text?

To see if the organization is doing a good job Signup and view all the answers

Which factor necessitates adjusting a strategic plan periodically to keep it current?

Constantly changing environment Signup and view all the answers

Why should formal appraisals not be a surprise according to the text?

To develop a positive relationship with employees Signup and view all the answers

What is recommended if an organization lacks planning skills, according to the text?

Bring in outside consultants Signup and view all the answers

What is the purpose of alternative methods to voluntary error reporting for assessing safety, as discussed in the text?

To gauge safety and quality more effectively Signup and view all the answers

Why does the text emphasize that a strategic plan should be considered a continuous process?

To adjust the plan periodically based on a changing environment Signup and view all the answers

Why is it important to correct behavior immediately but appropriately according to the text?

To improve performance in the organization Signup and view all the answers

What is highlighted as a risk when planning, even though it is based on evidence?

Constantly changing environment Signup and view all the answers

What is the role of measurements in gaining resources, as stated in the text?

Measurements inform resource allocation decisions Signup and view all the answers

What is emphasized as essential for an organization's strategic plan?

A defined purpose and clear timeline for completion Signup and view all the answers

How do process measures differ from outcome measures, as per the text?

Process measures focus on actions taken, while outcome measures focus on results achieved Signup and view all the answers

What is the primary role of a pharmacy manager according to the text?

Managing HR and tasks to produce quality customer service Signup and view all the answers

How are the daily tasks of a pharmacy manager typically derived?

From the overarching pharmacy vision Signup and view all the answers

Why are tasks prioritized for completion according to the text?

To allow employees flexibility in task accomplishment Signup and view all the answers

What distinguishes pharmacy from most 'production worker' businesses based on the text?

Transforming human resources and goods into custom solutions for patients Signup and view all the answers

What allows employees flexibility in task accomplishment according to the text?

Clear and Unambiguous Command Intent Signup and view all the answers

What is key to creating engaged and loyal customers as per the text?

Inspiring engaged employee Signup and view all the answers

What is a key characteristic of Behaviorally Anchored Rating Scale (BARS) performance appraisal process?

Scores are compared to a standard for the organization and specific job Signup and view all the answers

Which type of performance appraisal process is criticized for being burdensome and not as specific as graphic rating?

Absolute appraisal Signup and view all the answers

In the context of performance appraisal, what does 'leniency' refer to?

Everyone being evaluated as a perfect 4 Signup and view all the answers

Why is Critical Incident performance appraisal process criticized?

Lacks objectivity Signup and view all the answers

Which type of performance appraisal process involves comparing employees with each other?

Relative outcome-oriented ranking Signup and view all the answers

What is a disadvantage of Management by Objectives (MBO) performance appraisal process?

Employees can be evaluated by different standards Signup and view all the answers

Study Notes

Benefits and Feedback

Other benefits available include conferences, membership, meetings, certification cost, lunch, tickets, and more responsible task assignments
Informal feedback should be consistent to improve performance, reduce employee uncertainty, and correct behavior immediately and appropriately
Formal appraisal should not be a surprise, and praise a job well done to develop a positive relationship and positive reaction

Quality Metrics and Medication Safety

Reasons to measure safety and quality:
- To see if we are doing a good job
- Prioritize actions
- Gain support for additional resources
- Provide impetus for action
- Compare with peers
- Gain recognition from external entities
Differentiate process measure from outcome measure:
- Process measure: focuses on activities or processes
- Outcome measure: focuses on results or outcomes

Strategic Planning

Barriers to planning:
- Failure to commit sufficient time to planning
- Lack of planning skills
- Failure to plan far enough into the future
- Interpersonal issues
- Constantly changing environment
- Failure to implement due to lack of time and resources
- Failure to monitor progress
- Lack of support from top executives
- Planning is guesswork, and plans are only as good as the data
An organization's strategic plan should include:
- Defined purpose
- Assessment of current climate
- Description of goals and objectives with a timeline for completion

Opportunities and Pharmacy Distinction

Opportunities for pharmacy staff:
- Staffing
- Workflow
- Problem-solving
- Conflict resolution
- Developing policies and procedures
- Delivering quality pharmacy services
- Collaboration with other healthcare professionals
- Evaluations, supervision, and coaching
- Involvement in decisions
Pharmacy is distinguished from "production worker" businesses because it transforms human resources and physical goods into a custom solution for each individual patient

Managing Tasks and Communication

Manager's role: managing HR and tasks derived from the pharmacy's goals to produce quality customer service
Tasks should be:
- Clear
- Concise
- Measurable
- Prioritized for completion
Changing circumstances change the order in which tasks need to be approached

Equity in Rewards Management

Promotions and salary increases should be based on fair and objective criteria
Provides data and deficiencies to reduce costs and litigation

Performance Appraisal Processes

Types of performance appraisal processes:
- Absolute
- Behaviorally Anchored Rating Scale (BARS)
- Graphic Rating
- Relative Outcome-Oriented Ranking
- Critical Incident
- Checklist
- Essay
Strengths and weaknesses of each type

Process Measures

Examples of process measures:
- Warfarin use:
  - Percentage of patients who experience a blood clot or bleed
  - Percentage of time patient's INR is measured to be in the "target" range
- Insulin use:
  - Incidence of symptomatic hypoglycemia
  - Percentage of patients who received the appropriate dose of sliding scale insulin
- Teratogenic drugs:
  - Number of patients who suffered fetal abnormalities from use in pregnancy
  - Percentage of patients who had a negative pregnancy test prior to initiation of drug

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Description

Test your knowledge on pharmacy management skills including staffing workflow, problem solving, conflict resolution, and developing lasting relationships. Learn about policies, procedures, protocols, and quality services in pharmacies. Explore collaboration with other healthcare professionals and the role of a manager.