PM_Chapter 1.pdf

PRINCIPLES OF GOOD CUSTOMER SERVICE By: Aldalyn J. Handa, RPh  Learning Objectives ❑ Identify the principles for ensuring good customer service ❑ Explain interpersonal and intercultural communication among customers and healthcare providers ❑ Discuss the handling of different ty...

PRINCIPLES OF GOOD CUSTOMER SERVICE By: Aldalyn J. Handa, RPh  Learning Objectives ❑ Identify the principles for ensuring good customer service ❑ Explain interpersonal and intercultural communication among customers and healthcare providers ❑ Discuss the handling of different types of clients  INTRODUCTION ❑ The inception of the new Philippine Pharmacy Law or RA 10918 and its Implementing Rules and Regulations (IRR) encourages more patient engagement for pharmacists through patient counseling and different pharmaceutical services. ❑ RA 10918 and its IRR is a landmark legislation that contributes positive impact in ensuring better delivery of medication care services to the public.  IMMUNIZATION PATIENT DISPENSING COUNSELING Figure 1. Pharmacy services with PHARMACIST direct patient interaction CLINICAL EXTENDED PHARMACY PHARMACY SERVICE SERVICE PHARMACOVIGILANCE  Definition of Customer Service ❑ defined as the assistance and advice provided by a company to those people who buy or use its products or service ❑ As an act of taking care of the customer’s needs by providing and delivering professional, high quality service and assistance before, during, and after the customer’s requirements are met. ❑ Defined as customer service as a process which provides time, place and form utilities for the customer, which involve pre-sale, sale, and post-sale transactions. Customer Service in Pharmacy Settings  Principles for Ensuring Good Customer Service A. Establish a connection with the customer B. Excellent standard of care C. Good attitude and Empathy D. Professionalism and Loyalty E. Anticipate, prepare, and smile F. Create a positive environment G. Listen to your customer in order to know their needs H. Attention to details  Golden Rules of Customer Service for Pharmacy Managers and Pharmacy Personnel A. Anticipate patient’s and customer’s needs and wants B. Solve patient and customer problems without hassle C. Solve patient and customer problems promptly D. Treat patients and customers with dignity, empathy, and respect E. Correct and Apologize for mistakes when they are made F. Underpromise and overdeliver G. Do work right the first time H. Actively listen to patients and customers I. Make patients and customers feel important and appreciated J. Help patients and customers understand how your pharmacy works K. Always look for ways to help patients and customers  Service Quality ❑ Defined as a global judgment or attitude relating to the overall excellence or superiority of the service. ❑ Define service quality as the delivery of excellent or superior service to customer’s expectations ❑ As degree and direction between customer service expectations and perceptions Five Broads Dimensions of Service Quality Importance of Service Quality  Customer Satisfaction ❑ conceptualized as an individual’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations. ❑ Defined as a pleasurable fulfillment response while dissatisfaction is an unpleasurable one. Association between Service Quality and Customer Satisfaction Situational Dimensions of Service Service Quality Factors Quality ❑ Tangibles CUSTOMER Product Quality ❑ Empathy SATISFACTION ❑ Assurance ❑ Responsiveness ❑ Reliability Price Personal Factors Principles of Interpersonal and Intercultural Communication A. Interpersonal Communication A process of interaction and exchange of information, ideas, and messages between two or more people through verbal or nonverbal methods. Messages Feedback Barriers Continuum Principles of Interpersonal and Intercultural Communication A. Interpersonal Communication The continuum of interpersonal communication is also influenced by the individual’s background experience, culture, knowledge, skills and values. Feedback is a process whereby the receiver communicates back to the sender his/her perceptions on the sender’s message Barriers to Pharmacist-Patient Communication Patient-related barriers Pharmacist-related Informational barriers barriers Pharmacist- Patient Communication Pharmacy Miscellaneous environment barriers Principles of Interpersonal and Intercultural Communication B. Intercultural Communication Defined as a study and practice of communication across cultural contexts. Cultural differences can be on patient’s ethnicity (culture, language, religion, and cultural traditions), race, and gender Improving Cultural Competence in the Workplace Cross-Cultural Communication Models Cross-Cultural Communication Models Principles of Handling Different Types of Clients ❑ Demanding and unreasonable patients ❑ Patients with dementia or psychosis ❑ Patients suffering from personality disorder ❑ Patients with multiple or complex problems ❑ Relative of patients ❑ Cooperative patients ❑ Investigative patients ❑ Meek and passive type of client ❑ Loyal customer  CASE STUDY 1 Ms. Jasmine, a 40 year old patient, went to the pharmacy to buy her refill medication of methotrexate tablets. She looks upset and worried because of the loss of her daughter last week. She hands you the prescription and looks at you with teary eyes. What will you say to Ms. Jasmine? What are the nonverbal cues you see? How can you ensure good customer service? How do you handle this type of customer?  CASE STUDY 2 Around 2 weeks ago, Mr. Adrian was taken to the hospital due to unfeeling well. In the hospital he was diagnosed with suffering from ventricular arrhythmia and was consequently prescribed amiodarone by the consultant cardiologist. Today was his discharge schedule from the hospital, and no one bothers to accommodate him for his discharge medications. His relatives were asking in the nurse station for the pharmacist-in-charge so they can go home. Mr. Adrian was already frustrated and tired. His relatives are already annoyed because of the delayed services. Suddenly, you arrived from very tiring rounds. What will you tell Mr. Adrian? How do you handle him and his relatives? How do you ensure good customer service? That’s all for today, thank you and have a nice day ahead!😊