Giant Eagle Pharmacy Tech Certification
4 Steps to Great Customer Service - ANS-Welcome, Ask & Fulfill, Go the Extra Mile,
Thank & Invite Back
5 Steps to Great Service Recovery - ANS-Listen, Apologize, Solve, Thank, Record
Which do you follow when Federal and State Government have a law about the same
situation? - ANS-Always follow the stricter of the two
What is the Giant Eagle Ethics Hotline? - ANS-1-800-498-8889
What does HIPAA stand for? - ANS-the Health Insurance Portability and Accountability
Act
What does PHI stand for? - ANS-Protected Health Information
Can you offer a customer another family member's prescription? - ANS-No.
What is Methguard? - ANS-Giant Eagle's program to help prevent the sale of allergy
and cold medications primarily used in making methamphetamine.
What is the purpose of the Combat Methamphetamine Epidemic Act of 2005? - ANS-To
limit the illegal manufacture of methamphetamine by limiting the ability of people to buy
large amounts of the ingredients and educating those who sell potential
methamphetamine ingredients.
What ingredients in allergy and cold medications are used in making
methamphetamine? - ANS-Pseudoephedrine and Ephedrine
Where must the medications containing Pseudoephedrine and Ephedrine be stored? -
ANS-In an area where customers do not have direct access such as kept behind a
counter or in a locked cabinet.
What is OBRA? - ANS-Omnibus Budget Reconciliation Act.
What is the purpose of OBRA - ANS-To ensure patients have an opportunity to receive
counseling about their medications.
, What are controlled substances / scheduled drugs? - ANS-Drugs with an identified
potential for addiction or abuse
What are Schedule I drugs? - ANS-Drugs with high potential for abuse and no
recognized medical usage.
ie: Heroin or LSD
What are Schedule II Drugs? - ANS-Drugs with high potential for abuse, but with a
recognized medical usage or benefit.
ie: Oxycontin, Percocet, Ritalin, and Morphine
Schedule II Drugs are often referred to as what? - ANS-Narcotics
What are Schedule III-V Drugs? - ANS-Drugs that are treated similarly to to schedule II
but may be ordered normally. However, the paperwork and prescriptions but me stored
and marked separately.
ie: Tylenol with Codeine, Xanax, Vicodin.
What are Non Scheduled Medications? - ANS-Regular maintenance drugs that do not
have a significant abuse potential but still require a prescription. Also knows as
Schedule VI.
ie: medications used for blood pressure, birth control, and cholesterol
What are schedule VIII Medications? - ANS-Over the counter medications.
OTC medications don't need a prescription but may have one written to be covered by
insurance. When written as a prescription, they are treated as non scheduled
medications.
What is Continuous Quality Improvement (CQI)? - ANS-A program that discusses
incidents and quality related events.
What is an Incident? - ANS-Anytime a prescription is not dispensed to the patient as
prescribed. (patient is aware)
What is a Quality Related Event (QRE)? - ANS-When a potential incident is discovered
before dispensing to the patient. (Something caught in the process)
What are the key points of a CQI program? - ANS-*Focus on the process and not the
individual
*Track both incidents and QRELs
4 Steps to Great Customer Service - ANS-Welcome, Ask & Fulfill, Go the Extra Mile,
Thank & Invite Back
5 Steps to Great Service Recovery - ANS-Listen, Apologize, Solve, Thank, Record
Which do you follow when Federal and State Government have a law about the same
situation? - ANS-Always follow the stricter of the two
What is the Giant Eagle Ethics Hotline? - ANS-1-800-498-8889
What does HIPAA stand for? - ANS-the Health Insurance Portability and Accountability
Act
What does PHI stand for? - ANS-Protected Health Information
Can you offer a customer another family member's prescription? - ANS-No.
What is Methguard? - ANS-Giant Eagle's program to help prevent the sale of allergy
and cold medications primarily used in making methamphetamine.
What is the purpose of the Combat Methamphetamine Epidemic Act of 2005? - ANS-To
limit the illegal manufacture of methamphetamine by limiting the ability of people to buy
large amounts of the ingredients and educating those who sell potential
methamphetamine ingredients.
What ingredients in allergy and cold medications are used in making
methamphetamine? - ANS-Pseudoephedrine and Ephedrine
Where must the medications containing Pseudoephedrine and Ephedrine be stored? -
ANS-In an area where customers do not have direct access such as kept behind a
counter or in a locked cabinet.
What is OBRA? - ANS-Omnibus Budget Reconciliation Act.
What is the purpose of OBRA - ANS-To ensure patients have an opportunity to receive
counseling about their medications.
, What are controlled substances / scheduled drugs? - ANS-Drugs with an identified
potential for addiction or abuse
What are Schedule I drugs? - ANS-Drugs with high potential for abuse and no
recognized medical usage.
ie: Heroin or LSD
What are Schedule II Drugs? - ANS-Drugs with high potential for abuse, but with a
recognized medical usage or benefit.
ie: Oxycontin, Percocet, Ritalin, and Morphine
Schedule II Drugs are often referred to as what? - ANS-Narcotics
What are Schedule III-V Drugs? - ANS-Drugs that are treated similarly to to schedule II
but may be ordered normally. However, the paperwork and prescriptions but me stored
and marked separately.
ie: Tylenol with Codeine, Xanax, Vicodin.
What are Non Scheduled Medications? - ANS-Regular maintenance drugs that do not
have a significant abuse potential but still require a prescription. Also knows as
Schedule VI.
ie: medications used for blood pressure, birth control, and cholesterol
What are schedule VIII Medications? - ANS-Over the counter medications.
OTC medications don't need a prescription but may have one written to be covered by
insurance. When written as a prescription, they are treated as non scheduled
medications.
What is Continuous Quality Improvement (CQI)? - ANS-A program that discusses
incidents and quality related events.
What is an Incident? - ANS-Anytime a prescription is not dispensed to the patient as
prescribed. (patient is aware)
What is a Quality Related Event (QRE)? - ANS-When a potential incident is discovered
before dispensing to the patient. (Something caught in the process)
What are the key points of a CQI program? - ANS-*Focus on the process and not the
individual
*Track both incidents and QRELs
