They also play a significant role in promoting rational use of drugs
Pharmacists
refers to the process of preparing medicines and distributing to users with provision of appropriate
information, counselling and follow up.
Dispensing
involves the correct interpretation of prescription or oral request, accurate preparation and labelling of medicines with provision of appropriate information and follow up.
dispensing process
Dispensing Process
Receive & Fill
Recheck & Dispense
Patient counseling
Record & File
is a person or entity that obtains a service or product from another person or entity that obtains a service or product from another person or entity in exchange for money.
Customer
is the way we treat the people (patient) we do business with
External Customer Service
is the way we treat one another (other health care workers and colleagues, etc).
Internal Customer Service
Delivery of healthcare because of the purchase of need
Patient
Main Elements of Good Customer Service
- Customer Relationships
- Staff/ Pharmacy Staff.
- Complaints
- Know your products
Eight Core Principles of Good Customer Service
- Speed or responsiveness
- Accuracy
- Clarity
- Transparency
- Accessibility
- Empowerment
- Friendliness
- Efficiency
shows up in almost all studies as a main determinantfor service quality
Speed or responsiveness
Besides being fast, your service answers should, obviously, be correct.
Accuracy
is about how processable your communication is.
Clarity
Not knowing what is happening or why makes us uneasy. This is why _________ is just as critical to service as speed and accuracy.
transparency
If your customer has a problem, how easy is it for him or her to getin touch?
Accessibility
We all like to feel in control. Good service offers this feeling to its customers.
Empowerment
That brings us to the human side of the equation.
Friendliness
You can have the world’s best service, but what’s the use when it’s eating up all of your profits? _________ will always be a crucial factor in customer service.
Efficiency
Ten Commandments of Good Customer Service
- Be a good listener.
- Identify and anticipate needs.
- Make customers feel important and appreciated.
- Body language is key.
- Understanding is crucial.
- Appreciate the power of “yes”.
- Know how to apologize.
- Give more than expected.
- Get regular feedback.
- Treat employees well.
Take note that patient shouldn’t be considered a customer
- Patients are not on vacation.
- Patients have not chosen to buy the service.
- Patients are not paying for the service.
- Patients are not buying a product from which they can demand a positive outcome.
- The patient is not always right.
- Patient satisfaction does not always correlate with the quality of the product.
Four Types of Health Care Consumers
- Trailblazers
- Prospectors
- Homesteaders
- Bystanders
> 16% of consumers
youngest
highest income group
tech-savvy, self-directed, and engaged in wellness,
they are most likely to be in excellent health
most willing to share tracked health information
more men than women
Trailblazers
> third (30%) of consumers
second youngest
second highest income group
middle of the pack when it comes to health behaviors
willing to use technology and share the data with a physician
equal split of men and women
Prospectors
> 40% of consumers, largest of the four categories
second oldest group
second lowest income group
reserved, cautious, traditionalists that are less likely to share health data
close to average when it comes to following a healthy
diet or engaging in healthy behaviours.
more women than men
Homesteaders
