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Pharmacist Training_Improving Managerial and Operation Skills

Pharmacist Training_Improving Managerial and Operation Skills

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Published by Donna Marie
Dahil sa negative survey, heto ang sa iyo!
Dahil sa negative survey, heto ang sa iyo!

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Published by: Donna Marie on Mar 28, 2011
Copyright:Attribution Non-commercial


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Running Head:
A Prospective Project Plan:Pharmacist Training: Improving Managerial and Operation Skills
byDonna Marie Fernandez-Yap
Pharmacist Training: Improving Managerial and Operation SkillsINTRODUCTION
Pharmaceutical care was defined by Hepler and Strand (1990) as:³
The responsible provision of drug therapy for the purposes of achieving definiteoutcomes that improve a patient¶s quality of life¶ 
. (p.534)The pharmacy profession, especially in the community and retail setting, involves theintegration of knowledge-based and value-based practices. (Benson, 2009) The evolving role of community and retail pharmacists are making them more involved with the managing thepatient¶s care plan. (Hudson, Mc Anaw, & Johnson, 2009) In the community setting, pharmacistsare required to do supervisory roles, which include inventory keeping, staff management,completing the requirements of the state, cash management, as well as interacting directly withcustomers. (D'Arcy, 2011) As an indicator of a pharmacist¶s performance would be the level of patient/customer satisfaction. (See Figure 1 in Appendix) According to Dougherty,³
Pharmacies that are focused on service garner the highest levels of satisfaction.Customer service still trumps price, even in an environment where cost has becomeincreasingly important.´
(as cited by Tews & Perlman, 2010)
Although this profession has been described as a chance to add value to a communitywhile running a business this growing role, however, is causing stress and lowering themotivation of pharmacists. Factors of this lowered morale include increased administrative andtechnical workloads, decreased support staff from work, long working hours, low pay and evenhard-to-please customers. (Smeaton, 2008; Finch, 2008) On top of this, especially for employeepharmacists, meeting sales quotas for an outlet is also a factor.
In line with this, I would like to propose a continuing education program for thepharmacists and pharmacy assistants of my company. The objectives of this project are tofacilitate an environment where pharmacists and their staff can improve on their skills,understand the structure as well as provide improvements to the system of our organization,assist in identifying strategies that would improve employee morale and increase customer satisfaction. (See figure 2 in the Appendix) Particular topics would include:
The re-education of pharmacists and staff regarding drug dispensing laws, introduce newdrug products, train them in customer satisfaction principles, share ideas in ethics, andimprove the business acuity of pharmacists.
And increase their motivation levels by:
Providing an opportunity for them to establish a support group, get together and shareexperiences in the community setting.
Increasing their affective commitment to the company.
Offer an environment for them to be able to voice out suggestions, comments,improvement needs related to their jobs.Customer satisfaction survey forms would be distributed before and after theimplementation of this project¶s first seminar. Key factors to be evaluated would include:prescription ordering and pick-up process; cost competitiveness; cost competitiveness;pharmacist and non-pharmacist staff.
Carrying out this task would provide an opportunity for my company to create moremotivated, committed and efficient pharmacists; as well as enable me to understand the

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