Appropriate Reactions, Course Project help

Previously, you began your work on developing appropriate reactions
for policy and procedure as well was as for customer service.

Part 1: Appropriate Reactions

You are asked to review the statements below and identify the following:

Policy and Procedure:
Determine the appropriate procedure that needs to be adhered to for the safety of the employee, customer and/or patient.

  • Make sure to include why these policies need to be adhered to and why.

Customer Service Approach:
Determine the appropriate approach to each statement keeping in mind customer service delivery.

  • Make sure to include if your approach changes due to individual being addressed.

Statements:
#1: You are a pharmacy technician at your
local level one trauma center. An RN from the Emergency Room runs up to
the window and states they need Narcan in an effort to reverse a
suspected heroin overdose on a patient. The RN is being very rude and
does not understand why you cannot hand over the Narcan and worry about
procedure later.

#2: You are a pharmacy technician at your local drug store. Your fellow
pharmacy technician has made a medication error. You point this error
out to them (making note in your head that there is time to correct
error before medication is dispensed) but notice that they ignore you
and proceed to cover it up so they do not create more work for
themselves.

Expert Solution Preview

Introduction:

As a medical professor, it is essential to train students not only in the academic aspect but also on how to handle real-life situations in a medical setting. This requires understanding of policy and procedure as well as customer service approach. In this assignment, we will review two scenarios and identify the appropriate reactions in terms of policy and procedure and customer service approach.

Part 1: Appropriate Reactions

Scenario 1:
Policy and Procedure:
The appropriate procedure in this situation is to follow the hospital’s policy on controlled substances and medication administration. The pharmacy technician should not hand over Narcan without proper verification, such as confirming the order with the prescribing physician. This is to ensure the accuracy of medication administration, prevent medication errors and promote patient safety.

Customer Service Approach:
The pharmacy technician should remain calm and composed, despite the RN’s rude behavior. They should calmly explain the policy and procedure regarding medication administration and offer to assist the RN in obtaining the necessary verification. It is essential to maintain a professional and courteous attitude, even in difficult situations, to ensure effective communication and avoid conflict.

Scenario 2:
Policy and Procedure:
The appropriate procedure in this situation is to immediately notify the supervising pharmacist of the medication error. This is to ensure the accuracy of medication dispensing and prevent harm to the patient. The pharmacy technician should not cover up the error or ignore it, as this can lead to serious consequences for the patient.

Customer Service Approach:
The pharmacy technician should approach their fellow technician with empathy and understanding, acknowledging that everyone makes mistakes. However, they should also emphasize the importance of patient safety and the need to correct the error to prevent harm. The approach should be respectful and collaborative, focusing on finding a solution together.

Conclusion:

In both scenarios, it is crucial to balance policy and procedure with effective customer service skills. This requires empathy, effective communication, and a commitment to patient safety and quality care. Understanding these principles is essential for medical college students to succeed in their future roles as healthcare professionals.

Share This Post

Email
WhatsApp
Facebook
Twitter
LinkedIn
Pinterest
Reddit

Order a Similar Paper and get 15% Discount on your First Order

Related Questions

Describe and critique a current article that relates to Nursing Assignment Help

Describe and critique a current article that relates to hospital financing and competitive practices in healthcare. (Article should be from a scholarly, peer-reviewed journal published within the last 3-5 years). Submit 1,000-1,500-word paper with a KU title page and reference page in a scholarly format. You are a medical professor

GCU Patient Preferences in Care Discussion Reply Nursing Assignment Help

please respond to the following discussion as a peer making a comment. Hello everyone, Integrating patient preferences and values with clinician expertise is essential when making evidence-based decisions. This approach leads to patient-centered care, improves treatment adherence, and enhances health outcomes. Patients’ unique values, beliefs, priorities, and circumstances can significantly

UM Administrator in Training Rotation Experience Report Nursing Assignment Help

Complete and Submit the Three Sections of the Report for the Assignment: AIT Experience: LTC Settings and Services Report Template (ATTACHED) APA: Include APA 7th Edition Formatted Reference Page. ALL RESPONSES IN PARAGRAPH FORM. Complete Section 1 of the Report Select the Long Term Care (LTC) Settings and Services: ALREADY

NYU Autoimmune Disease of Myelin Abstract Nursing Assignment Help

`The disease is called MS You should read Wikipedia “Immune System”, “Antibody”,  “Antigen”, “T  cell”, “B cell”, “Macrophage”, “Dendritic cell”  for writing your abstract. It would also be good to read the Wikipedia article on MS.  The purpose of writing an abstract is to condense the material you have read

Within the Professions of Psychology Paper Nursing Assignment Help

PSY 540 Final Project Guidelines and Rubric Overview Within the professions of psychology, it can be typical for you to work on proposals for programs, studies, or new initiatives. For example, you may work for a university that regularly partners with foundations and corporations to identify grant opportunities for projects

Professional Ethics Instructions Baccalaureate education Nursing Assignment Help

Professional Ethics Instructions Baccalaureate education includes the development of professional values and value-based behavior (AACN, 2008). Ethics define professional ethics and their importance in the healthcare environment. The American Nurses Association has approved 13 standardized languages that support nursing care.  The benefits of standardized language include: better communication among nurses

Select one of the following populations: Aging Nursing Assignment Help

Select one of the following populations: Aging Population Homelessness Migrant Workers LGBTQIA+ Other Identified Vulnerable Populations from Your Reading Then complete the following steps for your discussion post: Identify which vulnerable population you have chosen to use for this post and describe what this vulnerable population looks like in your

WGU Population Health Data Analysis Paper Nursing Assignment Help

In this course, you learned that Informatics for Transforming Nursing Care integrates nursing science with multiple information and analytical sciences to identify, define, manage, and communicate data, information, knowledge, and wisdom in nursing practice. This provides knowledge and skills to apply informatics concepts, communications, and data critical to facilitating interprofessional

Professional EthicsInstructions Baccalaureate education Nursing Assignment Help

Professional EthicsInstructions Baccalaureate education includes the development of professional values and value-based behavior (AACN, 2008). Ethics define professional ethics and their importance in the healthcare environment. The American Nurses Association has approved 13 standardized languages that support nursing care.  The benefits of standardized language include: better communication among nurses and

HSA 599 SU Public Health Emergencies Discussion Nursing Assignment Help

I’m working on a health & medical discussion question and need the explanation and answer to help me learn. Discuss a life-threatening event or a natural disaster in your community, such as a severe weather event, terrorist attack, or other type of public health emergency. Examine an overall strategy that

Develop a literature map or a visual representation of the Nursing Assignment Help

Develop a literature map or a visual representation of the Public Health Informatics literature.  Also include a powerpoint presentation explaining the literature map with the slides Constructing a literature map helps you: develop an understanding of the key issues and research findings in the literature organize ideas see how different research studies