MODULE 1: Principles of Good Customer Service PDF

PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 1: PRINCIPLES OF GOOD CUSTOMER SERVICE 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED B...

PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 1: PRINCIPLES OF GOOD CUSTOMER SERVICE 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing General Customer Service Principles Even if you have don’t have salary or high Listen salary, you still have to care for your Respond patients, and company. Patience NOTE: If you do not give good customer service, Courtesy no one will come back to your store. Our patient is Team Player our priority. Care Good Customer Service LISTEN Listen carefully to our patients In communication, sender sends the message, and the message will be received by the receiver, then feedback. Smile on customers faces are reflections of good RESPOND customer service Ask what the patient needs, listen, and INTRODUCTION respond properly to avoid mistakes. Customer- A person or group with whom a PATIENCE business has dealings with, i.e., paying Have longer patience because our patient customers, insurance companies/agents, has different/many problems doctors, pharmacists, distributors. Patience is a virtue Customer service- The act of serving a For example, if the patient is angry, we must customer; everything you do to add value to have patience because we cater their needs. your core product or service. This includes Don’t be judgmental. medication counselling. COURTESY NOTE: If you dispense a medication without patient counselling, that is purely plain selling. It is not We need to be always courteous, since considered dispensing and a good customer service. patients are dealing with many struggles that we don’t know. Good customer service can set one business If the person does not know anything, apart from other competitors (Fisk, 1995). educate them, and be courteous. Never o It can result in increased sales from assume that they know everything. existing customers and bring in new customers through good word of mouth TEAM PLAYER o For example, in some small drugstores, Pharmacist and patient must establish a good when the customers ask for a drug like teamwork. The team play must have good Norvasc, they will only tell “pilan?”. It is communication. Also, with colleagues. not bad to ask for how many, but the way the pharmacy assistant responded is not CARE the proper way. In some big company If you care enough to your patient, you will drugstores, i.e., Watsons, Mercury Drug, listen, respond, be courteous, and become a most pharmacists consider every gesture team player. or action of the patient. Like, if the patient stutter, they will think that the patient is 1| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 1: PRINCIPLES OF GOOD CUSTOMER SERVICE 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing uncertain on what he/she buys. Also, speaking with them on the phone, it is important greets the patient with “hello, good to use good manners and enthusiasm. morning po” and not “pilan?”. o Service begins with attitude o Before, around 5 years ago, in small o Only 20% of customers will give a tough drugstores, they will dispense an Rx even time if you don’t have prescription while in big o Customer service is 80% attitude and 20% drugstores, they will ask for the technique: 80% + 20% = 100% prescription. o For example, “Hello po, Good morning po, o Not allowing the patient from having an Mercury Drug Corporation” Rx drug because he/she does not have a o If you have good attitude, people will prescription is a way of saving his/her life appreciate you. from antibiotic resistance, and that sets o Maintain eye contact and good conversation you apart from your competitors. with the patient. o Providing patient counseling is also a way 2. Make a lasting first impression. Customers will that sets you apart from your competitors. form an initial impression and make judgments about you in the first three to four seconds after GOOD CUSTOMER BAD CUSTOMER they meet you or talk to you on the phone. Make SERVICE SERVICE eye contact and smile. Hello, good morning Greetings po. Pilan? o First impression lasts Ma’am, wala po o For example, some patient will call you kaming ganyang drug. “ganda”, “hoy”, “miss”. This is because The drug is Pwede po naming not available kunin number nyo people have different backgrounds. Show Wala! in the ma’am and tawagan po them enthusiasm and energetic. Still show drugstore naming kayo kapag them good customer service. may available na po kami. o Physical appearance matters, as a pharmacist/pharmacy assistants wear NOTE: We must assess if the patient knows what appropriate attire. he/she buys and be sensitive. o Smiles attract good vibes GENERAL CUSTOMER SERVICE MISSION 3. Talk the talk. Make sure dialogue is as effective STATEMENT as possible. Choose your words carefully. All customers are entitled to be treated: Choose words that reflect a service attitude. The very way you say something is important. With quality products and services Examples: With full focus and attention o “I apologize for the inconvenience.” With the freedom to ask questions and o “Thank you for taking the time to let me receive appropriate feedback know.” With the right to file a complaint if the o “I don’t know the answer right now, but I’d company/employee has made an error be happy to find out for you.” With respect, fairness, and courtesy o NOTE: The words you utter should align in IMPORTANT REMINDERS the proper tone or intonation. o For example, if you received an illegible 1. Invaluable Skills for Interacting with Customers prescription, “wag kukunot ang ulo”, “mag whether helping customers face-to-face or rereklamo”, “maiinis”, because if you do, 2| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 1: PRINCIPLES OF GOOD CUSTOMER SERVICE 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing customers will lose their trust. It is better to brochure or information card, take the time to find ways on how to resolve the problem by personally help them. checking or confirming the medication with o It is better to tell them personally, not just the prescriber in a nice way. write and tell them that everything they 4. Empathy. It means understanding the needs of are asking are already written. Also, when your customers. “Your customers will be more they ask on how to take the medicines, impressed by how much you empathize than by instead of writing it. You could pack how much you know”. “A little human concern individually the medicines depending on goes a long way”. when to take it, like, for today you will o Sympathy is not the same with empathy. pack three drugs (am, pm), and you will Empathize not sympathize. pack drugs that he/she will take for o Empathy- you put yourself into their shoe tomorrow (am, pm), so on and so forth. o NOTE: Remember to always ask Principles of Good Customer Service customers before they leave the 1. All’s well that ends well. prescription counter if there are any 2. Last impressions are just as important as first questions about their medication(s). ones. ✓ Never say “gets mo?” “alam mo na?”, 3. Make sure customers leave or hang up the it is better to say it like, “alam niyo na phone on a positive note. (You never want po ba lahat ma’am?”, “okay na po ba them to curse you because of your bad ma’am, if meron po kayong tanong attitude, be kind) you can call us po”. 4. Quality Face-to-Face Customer Service 9. All questions specific to prescription and Customers will remember the way you over the counter medications should be treated them for a long time. directed to the pharmacist or assistants. 5. Their first impression of you and the business 10. Cashiers should not answer any customers for which you work will determine whether questions. (it depends, sometimes cashiers they will bring their business to you again. are pharmacist, just make sure that 6. Never ignore a customer. Acknowledge everything the customer asks, direct it to the anyone who the pharmacist encounter within pharmacist or assistants) 30 seconds. Thank customers who have 11. When you go the extra mile for the customer, waited, no matter how long the wait. you can’t go wrong! Follow the golden rule 7. Greet customers with a smile and eye contact. as it relates to customer service; “Do unto o NOTE: It is always best to address a others as you would have them do unto you.” customer by their last name (i.e. Mr., Handling Difficult/Angry Customer Mrs., Miss Smith), unless the customer requests otherwise. (Last name is formal, It is inevitable that you will come into contact others may call “ate”, “lola” etc., depends with customers who are frustrated, angry, and on how the customer initiated. For purely unpleasant to deal with; however, it is example, the customer calls you “nak”, essential that you are able to respond to even you can call her back “ nay”.) the most difficult customer in a way that not 8. Actions speak louder than words. People only addresses the customer’s problems first, paper second. Rather than answer efficiently but will also direct them toward customers’ questions by handing them a reasonable solutions. 3| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 1: PRINCIPLES OF GOOD CUSTOMER SERVICE 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing o For example, a talkative customer usually also ask the patient on what happened, grandmother came in your drugstore, and also ask the pharmacy assistant, and look you are idle, or you are not doing much, for a solution. Don’t do confrontation. listen to them too even if their stories are o Explain solutions calmly and express not related with their medication. Of your knowledge. course, if you have something to do, or there are customers, cut them right away EXCEPTION: Use rational thinking skills. For example, you notice the patient experiencing angina in a polite way like saying “Excuse me po pectoris, and ask for Isordil, and the patient knows muna, sandali lang po lola, may iba pa po the mg even if he/she does not have any prescription, ba kayong tanong about sa medications you may allow them because it is an emergency. niyo po, if meron po feel free to ask me However, if the patient only asks like a hypertensive po or ask other pharmacy assistants for agent without any knowledge about the class of drugs assistance po.” and mg, don’t. o It is better to build a good rapport with our patients. It must be professional, it is a Sometimes in a drugstore, a patient can sign a waiver and an Rx will be dispensed. The waiver signifies choice if you want to tell personal stories that the drugstore is not liable to the patient if any but, it is better not to. Avoid harm occurs. This waiver is not applicable for ALL doing/making personal relationships at patients without prescription. It is still depending on work. if the Rx drug is not that dangerous (usually topical Your first response to any customer that preparations, not oral drugs) complains to you should be to thank him/her for advising you of the situation and When you apologize, you acknowledge that apologize the customer has had an unpleasant o Asses and be sensitive especially when experience and you express your personal communication, you may use open ended concern. It doesn’t mean you are accepting questions or close ended questions. blame for the situation. o Most important, you counsel the patient A customer who has their complaint with their medications. satisfactorily resolved is five times as likely o NOTE: If the patient is in the rush, and to buy from you again! (Wilson, 1996) the patient tell you that he/she knows List of Approaches with Difficult/Angry Customer everything and does not need medication counselling, respect them. But patient 1. Let the customer explain. Simply listen. counselling is what we are trying to 2. Investigate the situation thoroughly. Gather practice to the public, to convince and for all the facts so you know what’s happened- the patient to trust us, at least wear and what actions you need to take. Ask the appropriate attire, feel good to look good, customer to repeat any relevant information be polite, confident and have good if necessary. Stay neutral and avoid being manners. defensive. o Dispensing Error: Accept your fault, 3. State that you want to help. Make a positive thank the patient for advising you in your statement. such as, “I’d like to help you take fault, and apologize. Even if you did care of this…” Let your customers know that nothing wrong, the pharmacy assistant you understand their needs and that their did, you still need to say sorry. You may situation is worth listening to. 4| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 1: PRINCIPLES OF GOOD CUSTOMER SERVICE 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing 4. Talk in a calm, sincere manner. Focus on the customer’s concerns. Avoid blame or insinuation. 5. Empathize with the customer. View the situation from the customer’s perspective. Listen for feelings and perceptions, not just words. 6. Neutralize the atmosphere by remaining positive. See a conflict as an opportunity to help someone rather than a problem. 7. Do not blame your co-workers for the mistake. One of us mistake is everyone’s mistake. CONCLUSION Friendly, enthusiastic, and courteous customer service is an essential for dealing with all types of customers in the pharmacy setting (and any setting); Good customer service is not something that should be practiced every once in a while; it is an ongoing, long-term commitment to all those you come into contact with during your work shift. When good customer service is put to practice, everyone wins. Good customer service builds a sense of trust and satisfaction among your customers, while presenting your work environment as professional and credible. 5| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 2: COMMUNICATION WITH HEALTHCARE PROFESSIONAL AND ROLES OF PHARMACY WORKFORCE 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing Introduction costs. For example, if the patient already undergone ultrasound, but it is not effectively communicated to the Dispensing- provide customer service; involves specialists, so it may be repeated and may cause danger patient counselling not just dispensing; applicable to to the patient. pharmacists in clinical and hospital setting, and pharmacists are not allowed to counsel medications Organizations with strong communication among co-workers such as physicians and nurses; policies can enrich their patients’ health, once we dispensed, we don’t provide patient while those that don’t have effective counselling especially if it is an in-patient not unless procedures in place can negatively impact you are a clinical pharmacist who can. patient well-being. For example, when you ask for something then, they will refer you to NOTE: A misconception “You are not a clinical someone, and that someone will refer your pharmacy graduate so you cannot practice clinical question to another one. pharmacy”. In short, we are all pharmacist and can Health care professionals and institutions practice clinical pharmacy. No matter what kind of specialization you have if you are a pharmacist, you can need to recognize the importance of still provide patient counselling. communication in health care in order to thrive. Communication o Proper documentation is an important Patient counselling is only applicable to aspect in effective communication; this is patients, not patient counselling among to trace or serve as evidence if ever there physicians and nurses. are some problems related to Communication is a crucial component in all miscommunication. (i.e., Logbook). steps of the health care process. It is because o Always check the papers handled with the safety of the patient depends on how you especially in writing in the logbook. effective the communication is. For example, Intrahospital and Interhospital one mistake of the nurse in which he/she has not told the doctor that the patient is allergic Intrahospital- within hospital. For example, to a medication due to miscommunication a morning shift nurse forget to tell the nigh and that may lead to a major problem. The shift nurse about the patient. safety of the patient is being compromised Interhospital- another facility. For example, when there is no proper communication. as a pharmacist you must document the drugs Communication should be “concise, and used by the patient (if manual), but some effective communication” As a pharmacist, hospitals already have system for you should make sure that it must be perfect, documentation and drug orders. because one mistake can kill the patient. o Communication in Interhospital: o another facility- ability to communicate Dispensing medications today is easy with other facilities/hospitals because of the hospital system of o doctors documentation and drug order. o specialists Effective communication: o save on costs- not really a problem since NOTE: Communication should be delivered we can receive excess or unuse accurately, effectively and be understood. To know medications of the patients. However, it if the communication is effective, there should be consumes time and waste effort. It is feedback and the reason to communicate is applied or done. Communication is important to prevent extra better to order drug that will only be used, 1| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 2: COMMUNICATION WITH HEALTHCARE PROFESSIONAL AND ROLES OF PHARMACY WORKFORCE 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing there should be an effective may all be consequences of poor intrahospital communication between the nurse and communication. pharmacist. o Always do confirmation and o increase day-to-day operating documentation to prevent the problems efficiency- ineffective communication encountered. may lead to delay workload Common Communication Methods Patients benefit from increased access to their medical histories, which reduces Each health care system has multiple forms chances of medical errors. of communication that administrators and staff must be trained to use properly and Importance of Communication efficiently. Patient safety is one of the top reasons to When even one of these communication create an effective communication structure methods fails, patient safety can be put at in any health care organization. risk. Communication errors can have severe Transmitting Patient Data consequences, these issues are often relatively easy to fix, meaning many patient Patient records are shared securely via inter- deaths caused by communication errors are and intrahospital communications. Delays in preventable. receiving records can cost hospitals millions of dollars each year in unnecessary expenses. Interhospital vs. Intrahospital Communications Patient data are used to create a thorough There are two types of communication medical history and provide appropriate methods that health care institutions use that medical care. When patient data aren’t shared are crucial to patient safety and well-being: between departments or other health care interhospital and intrahospital. organizations, there may be a much higher chance of practice errors and subsequent Interhospital increased costs. This may cause millions of Interhospital communications involve dollars. information sharing among multiple sites or Collaborating with Colleagues institutions. o Moving patients Intrahospital communication relies heavily o Sending medical records on collaboration between colleagues. o Transporting vital medical equipment Patients, lab technicians, doctors, and staff all need to be in constant communication to Intrahospital create a system that operates as smoothly as Problems with communication also occur possible. Inter-colleague collaboration also among personnel within the same hospital. includes entering information accurately into Intrahospital communication is any databases, especially shared ones. Inaccurate information sharing within a singular communication between departments can institution. lead to errors in database entry, which, in Patient record delays, lack of procedural turn, can potentially risk patient safety. coordination, and even serious medical errors Whether publicly or privately funded, hospitals are businesses, and they need to 2| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 2: COMMUNICATION WITH HEALTHCARE PROFESSIONAL AND ROLES OF PHARMACY WORKFORCE 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing operate as such. Hospital managers and other patient as this will make the patient be afraid or in fear, leaders must communicate frequently with let the physician and nurse do the job. In community doctors, staff, and patients. All hospital setting, better to explain the patient about her leaders and managers not only oversee medication in a way the patient could understand. administrative staff and tasks but can also Effective communication between healthcare play a vital role in individual patient health professionals is critical for timely and care plans. To be effective, they should effective operations. maintain open lines of communication with Communication technologies are critical for those around them and also facilitate connecting healthcare professionals with information sharing between hospital other caretakers and healthcare entities departments and with other institutions. ensuring the best, most effective, immediate care to patients. Telemedicine Advancements The Pharmacy Workforce Health care professionals are increasingly embracing telemedicine, which involves This is based in Canada: using a variety of internet-connected A pharmacy assistant technologies to serve patients remotely. o Helps in Internal online networks, or intranets, to 1. drug preparation create more efficient communication 2. answers customers' questions processes: 3. does inventory 1. Sharing of medical records 4. updates patient files 2. Receive medical care and advice from the 5. processes billing and insurance claims. comfort of their own homes. (i.e., e- This job is a mix of clerical work, customer prescription) service, and technical tasks. Pharmacy assistants are the "face" of the 3. Discuss health concerns via video chat, often pharmacy, and the person clients interact with eliminating the need for the patient to visit most often. the provider’s office. A pharmacy technician is similar to a pharmacy Effective communication between healthcare professionals assistant. should be They can do all the support tasks an assistant 1. Clear (to know if clear, it requires feedback; does but have a few added responsibilities and written legibly; proper verbal communication) powers. 2. Timely Pharmacy technicians have "signing 3. Discrete (Confidentiality) authority" on new and refill prescriptions. In Philippines, pharmacy technicians do not have This communication is needed: signing authority. They are accountable and responsible for the 1. To make accurate diagnoses technical aspects of the prescription. 2. Ensure that treatments are appropriately Before handing the medication over to the provided patient, the pharmacist steps in to ensure the 3. Ensure that patients understand health status product is appropriate for the patient and and needs. provide counselling on how to use it. Pharmacy technicians are also allowed to NOTE: As a pharmacist in a clinical setting, in communicating you should not tell the status of the accept verbal prescriptions and provide prescription transfers. 3| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 3: DISPENSING AND MEDICATION COUNSELING 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing Primary Health Care Team NOTE: When the patient buys a medication, you Goal: Improve the patient’s quality of life. Since should not ask “what mg?” wait for the patient to tell there are diseases that are not treatable or curable like the mg of the drug he/she wants to buy, because if chronic diseases such as diabetes, high cholesterol you ask for what mg, and the patient will ask what etc., that needs maintenance medications. the available mg are, from that point the patient will only guess. Asses the information said by the patient. Physician- diagnose disease of patient Pharmacist- dispense medication NOTE: Patient counseling- provide advice about Nurse- administer medication medications. Upon the receipt of the order, we In a hospital, there is a system where all the dispense medication, and counsel the patient about drug orders and medical transactions are his/her medication (Patient counseling- this will set carried, this will help the pharmacist to know pharmacist apart from term glorified saleslady) what are the medications that need to be Theoretical Perspectives and Contemporary Issues on dispensed and given to hospital personnel. Dispensing and Patient Medication Counseling These professionals are the primary health These are existing issues on the pharmacy before and care team since they are the ones that interact now in dispensing and medication counseling. with each other more often. General Objective: To help students evaluate the NOTE: Secondary healthcare team includes other principles of ethics and the different health policies healthcare professionals such as MedTech’s, in the Pharmacy Profession particularly in the respiratory therapists, occupational therapists etc. Philippine setting. Patient counseling CODE OF ETHICS FOR PHARMACISTS Goal: These are set of rules that we need to follow as a Pharmacist should know: pharmacist, and we must live with them also. o Medicine information such as: PREAMBLE: ✓ GN of the drug; BN of the drug ✓ Therapeutic classification Pharmacists are health professionals who assist ✓ Indication individuals in making the best use of medications. ✓ Frequency and Dosage Strength This Code, prepared and supported by pharmacists, ✓ Duration of therapy is intended to state publicly the principles that form o Patient’s knowledge the fundamental basis of the roles and ✓ Ask the patient to confirm responsibilities of pharmacists. These principles, information based on moral obligations and virtues, are ✓ Inform the patient about the use of established to guide pharmacists in relationships with the medication patients, health professionals, and society. o Patient’s profile 1. A pharmacist respects the covenantal ✓ Name relationship between the patient and ✓ Age pharmacist. ✓ Weight Interpretation: Considering the patient-pharmacist NOTE: Check if the drug and the mg of the drug is relationship as a covenant means that a pharmacist appropriate to the patient’s profile. has moral obligations in response to the gift of trust received from society. In return for this gift, a 1| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 3: DISPENSING AND MEDICATION COUNSELING 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing pharmacist promises to help individuals achieve 4. A pharmacist acts with honesty and integrity optimum benefit from their medications, to be in professional relationships. committed to their welfare, and to maintain their trust. Interpretation: A pharmacist has a duty to tell the truth and to act with conviction of conscience. A NOTE: Covenantal relationship - means unwritten pharmacist avoids discriminatory practices, behavior agreement between the patient and pharmacists. In or work conditions that impair professional communication, we need to build rapport with our judgment, and actions that compromise dedication to patients. In respecting them, talk to them politely. the best interests of patients. 2. A pharmacist promotes the good of every NOTE: Show professional relationship with co- patient in a caring, compassionate, and workers, and patients. Have integrity and honesty in confidential manner. relation with money. Interpretation: A pharmacist places concern for the 5. A pharmacist maintains professional well-being of the patient at the center of professional competence. practice. In doing so, a pharmacist considers needs stated by the patient as well as those defined by Interpretation: A pharmacist has a duty to maintain health science. A pharmacist is dedicated to knowledge and abilities as new medications, devices, and technologies become available and as health protecting the dignity of the patient. With a caring attitude and a compassionate spirit, a pharmacist information advances focuses on serving the patient in a private and NOTE: Pharmacist should be globally competent. confidential manner. Attend trainings, seminars, or study more. NOTE: Cotrimoxazole may induce Steven Johnson 6. A pharmacist respects the values and abilities Syndrome (SJS)- side effect, so never dispensed of colleagues and other health professionals. medication without knowing the use of the drug. As a pharmacist, you should care for your patient, their Interpretation: When appropriate, a pharmacist welfare and not just for profit. Be confidential and asks for the consultation of colleagues or other health professional also as a pharmacist. professionals or refers the patient. A pharmacist acknowledges that colleagues and other health 3. A pharmacist respects the autonomy and professionals may differ in the beliefs and values dignity of each patient. they apply to the care of the patient Interpretation: A pharmacist promotes the right of NOTE: Respect and understand the area of expertise self-determination and recognizes individual self- of your co-workers. worth by encouraging patients to participate in decisions about their health. A pharmacist 7. A pharmacist serves individual, community, communicates with patients in terms that are and societal needs. understandable. In all cases, a pharmacist respects Interpretation: The primary obligation of a personal and cultural differences among patients. pharmacist is to individual patients. However, the NOTE: Autonomy- means you have the right to obligations of a pharmacist may at times extend choose. As a pharmacist, you can suggest beyond the individual to the community and society. medications but never forced them to buy what you In these situations, the pharmacist recognizes the suggest, you should respect their decision. responsibilities that accompany these obligations and acts accordingly 2| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 3: DISPENSING AND MEDICATION COUNSELING 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing NOTE: Serve the community by counseling your these rights are recognized and respected family members, friends, or other people about (Remington Pharmaceutical Sciences) medications. Is the systematic study of moral choices and about the values that lie behind them. 8. A pharmacist seeks justice in the distribution As a professional pharmacist, you should of health resources. have a proper morality. Interpretation: When health resources are Key principles in making a right decision: allocated, a pharmacist is fair and equitable, balancing the needs of patients and society. The primary concern should be the care for patients NOTE: To be fair in distribution of resources. Professional judgment should be in the Correct those people who hoard medicine, then, they interests of patients and the public. will sell it in higher prices. Encourage patients to be involved in the Pharmacist decision making that concerns them Professional knowledge and competence Respects the rights of patients and upholds Be honest and trustworthy confidentiality of patients’ records. Take responsibility Acts with honesty, integrity and professionalism in relationship with the Decision Making patients and other health professionals. The four steps in decision making for Pharmacists are health professionals who pharmacists include: help individuals protect themselves against o Step 1- Get all important and relevant diseases, maintain good health and make the facts best use of their medications. o Step 2- Recognize what values are The pharmacists promote rational use of involved drugs and ensure the provision of safe, o Step 3- Give possible options effective and quality drugs for improved o Step 4- Choose the best option patient care and quality of life. Recent Development in Services Being Provided by NOTE: Even the doctor/physicians should never Pharmacists look at the patient records if he/she is not the doctor/physician of the patient. Those who provide I. Contribution of Pharmacy to Today’s Health Care Provision healthcare to the patient are the only ones who can II. Health Promotion and Health Education, A see patients’ records. Review of Pharmacist’s Roles Ethics NOTE: Pharmacist before is product oriented, and Is a careful, systematic inquiry into the nature now patient oriented. of morality, guidelines or standards that give meaning and direction to the human “Pharmacists are now becoming the trusted community. professional when it comes to drug information.” Is the study of good, evil, of right, and wrong. Community Practice It concerned with the duties and obligations one has to others or to himself. It is also Correctness of dose for patients about the rights of every individual and how Appropriateness of the medication, Determination of allergic reactions 3| Angeles University Foundation | College of Allied Medical Professionals  PHDisp01: DISPENSING (Prescription Reading and mediation-related problems, medication safety and medication counselling) | LECTURE MODULE 3: DISPENSING AND MEDICATION COUNSELING 3rd Year | 2nd Semester | A.Y. 2021-2022 TRANSCRIBED BY: Jayvee T. Pangilinan LECTURER: Ms. Agnes P. Garing Drug interactions 5. Can doctors be allowed to dispense Contraindications medicines in their clinics, or should a Giving the right dosing regimen pharmacist prescribe drugs to a patient? Doctors should not dispense. Hire pharmacist Duties and Responsibilities of a Pharmacist in their clinics or if the doctor is a pharmacist, Proper labeling of dispensed drugs he/she can. Proper storage 6. Do prescription drugs need to be advertised Advise the patient of any possible side also as the OTC preparations? No, OTC effects and how to deal with them medications only with warnings as much as Advise the patients on what to do in case of possible. missed doses 7. Should herbal medicines need strict o For antibiotics, when you missed doses (3 regulation from Philippine FDA? Yes, or more), probably start the drug regimen because these herbal medicines can have again. But, if missed a dose (1), take the interactions with synthetic medications. drug as soon as possible. In some cases, 8. Is the cheaper medicine bill worked in the regarding time interval, never double regulation of prices of medicines? Is it your doses. Follow the time of the next successful in bringing down all prices of dose or adjust the time. medicines? As of now, there are some Check if the patient understands his/her progresses in the generics. prescription 9. Are the big manufacturing firm the one o Use open ended questions responsible in the high cost of medicines in Explaining the appropriateness of the entire the country? Yes pharmacotherapy plan to patient 10. Do consumers benefit on the establishment of Consider the parameters that can affect the Botika sa Barangay? Yes pharmacokinetic of the drug 11. Should pharmacists be always present in the Monitor the treatment and the effectiveness drugstore or Botika sa Barangay? Yes of the pharmacotherapy plan 12. Should antibiotics be dispensed without prescription? No Common Issues in Pharmacy Practice 13. Should supermarket allowed to sell natural 1. Is it ok if Pharmacists are being tagged as supplements or food supplements like saleslady? Not okay, because we are children’s vitamins? Yes, maybe. Some are pharmacists. allowed. 2. Should quality control assaying be involving 14. Should senior citizens be given discounts in drug products done by pharmacists only? all drugstores? Yes, that’s their right. Yes, pharmacist only. 3. Will greater sanctions be given to pharmacists who have done wrong dispensing? Yes, we should take responsibility. 4. Is there a need to regulate the qualifications of PA’s involved in any dispensing activity? Yes, it is better undergraduate/not yet board passer healthcare professionals. 4| Angeles University Foundation | College of Allied Medical Professionals