Giant Eagle Pharmacy Tech Study Questions

Giant Eagle Pharmacy Tech Study Questions What are the four steps to great customer service? - -Welcome -Ask and Fulfill -Go the extra mile -Thank and invite back What are the five steps to great service recovery? - -Listen -Apologize -Solve -Thank -Record When following laws, and the state and federal have the same law, which law do you always follow? - The stricter one, always. What is the phone number for the Giant Eagle Ethics Hotline? - Define HIPAA - Health Information Portability and Accountability Act Define PHI - Protected Health Information Are you allowed to offer a customer another of there family members prescription? - No Explain Methguard - Giant Eagles program to help prevent the sale of cold and flu medicines that aide in the production and distribution of Methamphetamine Explain the purpose of the Combat Methamphetamine Epidemic Act of 2005 - The act limits the sale of ingredients that aide in production of illegal amphetamines, and helps to educate those who sell the medication that contains the ingredients. Name the two ingredients in cold and allergy medicine that help to make Methamphetamine - Pseudo-ephedrine and Ephedrine Where are medications containing Pseudo-ephedrine and Ephedrine located? - In the Pharmacy where customers do not have direct access, such as behind the counter or a locked cabinet Define OBRA - Omnibus Budget Reconciliation Act Explain OBRA - Ensures that each customer has the ability to ask for counseling of medications they are receiving What are Controlled Substances (Scheduled Drugs)? - Drugs that have potential to be abused or addictive What are Schedule I drugs? - High potential for abuse No recognizable medical usage I.E.-Heroin or LSD What are Schedule II drugs? - High potential for abuse Recognizable medical usage or benefits I.E.-Oxycontin, Percoset, Ritalin, Morphine Schedule II drugs are referred to as... - Narcotics What are Schedule III-V drugs? - Similar to Schedule II drugs May be ordered normally Paperwork and Prescriptions must be stored separably I.E.-Tylenol with Codeine, Xanax, Vicodin What are Schedule VI medications? - Drugs that don't have significant abuse potential but still require a prescription I.E.-Blood Pressure medicine, Birth Control, Cholesterol Medication What are Schedule VIII medications? - Over the counter medications Can still be written as a prescription to be covered under insurance. When written as a prescription they are treated as non-scheduled medications Define CQI - Continuous Quality Improvement A program that discusses incidents and quality related events Define QRE - Quality Related Event An incident that occurs before the prescription is handed to the patient Define Incident - When a prescription is given to a patient, and the prescription is not correct Identify the key points of a CQI - -Focus on the process and not the individual -Track both incidents and QRELs -Involved every