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.