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- Module 01 – Introduction and Customer Service Project Overview This project will prepare you for utilizing the knowledge gained in pharmaceutical policy, procedure and practice to develop a training plan for on-boarding a new pharmacy technician employee. The pharmaceutical industry utilizes the skills and experience of its individual employees to perform a variety of different tasks ranging from filling a prescription to delivering exemplary customer service. It is important that each new employee is not only properly trained but also has the ability to ask questions when they come up.
- Timeline Module 01: Project Introduction Module 04: Part 1 Due: Appropriate Reactions Module 05: Part 2 Due: On-Boarding a New Employee
- Requirements 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. Part 2: On-Boarding a New Employee You are asked to review the statements below and identify the following: Education Plan Develop an education (training) plan for a new employee. Be sure to include the following in your training:
- Policy and procedure.
- Machine training.
- Employee relations.
- Prescription fulfillment.
- Supervisor schedule before being allowed to function alone.
- Adaptability of Education Plan A part of developing an education (training) plan includes the ability to adapt based upon not only the needs of the individual, but also the environment that they are in. In the event that changes happen within the pharmacy, how do you address the following:
- Being short staffed and training a new employee.
- Electronic equipment being down in the pharmacy when training.
- Pharmacy being too busy to spend 1:1 time training.
- Statement You are the Pharmacy Technician Supervisor at your local pharmacy. You have a new employee starting in 2 weeks and need to develop a training plan for them. This is the first job for this employee since they have recently completed school.