Pharmacy Quality Assurance-Quiz with Complete
Questions with Answers
The practice of repeating what another person has said back to them is part of what
process? - Correct Answer Active listening
Pharmacy technicians need to employ successful communication techniques when
interacting with patients, either in-person or on the phone. Repeating back what
another person has said is a sign of active listening, as it shows the other person
that you have heard and are processing what they are saying to you.
To better serve patients with language barriers or special needs, a pharmacy
technician should: - Correct Answer ask open-ended questions to determine if the
patient comprehends
When communicating with patients who have language barriers or special needs, it
is best to always ask open-ended questions to determine that the patient
understands. Asking open-ended questions requires the patient to respond with an
answer other than "yes" or "no." Patients who do not understand the question may
answer "yes" without truly understanding what is being asked of them. Pharmacy
technicians may need to take extra time with these patients and refer these patients
to the pharmacist if counseling is needed.
A patient who requests counseling about a new prescription drug during the busiest
time of day in a pharmacy should be: - Correct Answer escorted to a more private
area within the pharmacy.
Retail pharmacies are required by HIPAA to have a private counseling area where
the pharmacist may counsel patients while maintaining their privacy and without
being overheard. This may be an area off to the side of the main pharmacy counter.
Patients are not permitted behind the pharmacy counter.
A retail pharmacy may file prescriptions for Schedule III drugs: - Correct Answer
with regular prescriptions.
Unlike prescriptions for Schedule II drugs, prescriptions for Schedule III drugs do not
have special filing restrictions and may be filed along with regular prescriptions. The
pharmacy will generally mark them as controlled substances by writing a red "C" on
the prescription form. Many pharmacies, however, decide to file all prescriptions for
controlled substances together to expedite an audit should one occur.
Mr. Thomas, an elderly patient, becomes upset when the younger pharmacy
technician refers to him by his first name. What should the pharmacy technician do?
- Correct Answer Apologize and begin addressing the patient as Mr. Thomas.
, Pharmacy technicians will encounter a variety of communication barriers when
dealing with both patients and coworkers. In this example, the pharmacy technician
should be sensitive that generational differences likely exist between himself and the
patient, and that the patient considered the use of his first name to be a lack of
respect. If the patient does not accept the pharmacy technician's apology and the
situation escalates, the technician should involve the pharmacist to help resolve the
conflict.
A pharmacy technician may support patients by: - Correct Answer recommending a
reliable Web site where patients may find information.
It is the job of a pharmacy technician to offer patients support. This includes
answering general questions about specific drugs and dosing as long as the
answers do not require the pharmacy technician to make professional judgments. It
is beyond the scope of the pharmacy technician to offer treatment advice to patients
or to counsel patients on what to do. If a pharmacy technician is in doubt about
something, he or she should always consult with the pharmacist.
A patient who is illiterate may have difficulty: - Correct Answer reading instructions
and warnings on drug labels.
A patient who is illiterate is unable or has difficulty reading printed words. This
means an illiterate patient may not be able to read a drug label, monograph, or other
information related to a prescription. Because illiteracy is often a source of
embarrassment to many people, pharmacy technicians should be tactful if they
suspect a patient cannot read. For example, the pharmacy technician should ask the
patient if he or she has any questions about a drug, even if he or she is refilling a
prescription.
Stephen, a pharmacy technician at a retail pharmacy, is being blamed by a patient
for not notifying him that he has no refills left on his prescription. Stephen should
handle the situation by doing all of the following except: - Correct Answer agreeing
that the refill procedure does not make any sense at all.
Conflict is a common part of human interactions and will occur in the pharmacy
between staff and patients and between coworkers. A pharmacy technician should
work to resolve conflicts as they occur by not allowing emotions or other strong
feelings to interfere. Simply agreeing with a patient that a policy is bad may initially
satisfy an angry patient, but it will fail to get to the underlying cause of the conflict,
which is confusion about a pharmacy's policies and procedures. This patient will
ultimately feel unsatisfied when the situation arises again in the future.
Which patient is using positive nonverbal communication? - Correct Answer Lois
Jones leans forward to listen to the pharmacy technician.
Questions with Answers
The practice of repeating what another person has said back to them is part of what
process? - Correct Answer Active listening
Pharmacy technicians need to employ successful communication techniques when
interacting with patients, either in-person or on the phone. Repeating back what
another person has said is a sign of active listening, as it shows the other person
that you have heard and are processing what they are saying to you.
To better serve patients with language barriers or special needs, a pharmacy
technician should: - Correct Answer ask open-ended questions to determine if the
patient comprehends
When communicating with patients who have language barriers or special needs, it
is best to always ask open-ended questions to determine that the patient
understands. Asking open-ended questions requires the patient to respond with an
answer other than "yes" or "no." Patients who do not understand the question may
answer "yes" without truly understanding what is being asked of them. Pharmacy
technicians may need to take extra time with these patients and refer these patients
to the pharmacist if counseling is needed.
A patient who requests counseling about a new prescription drug during the busiest
time of day in a pharmacy should be: - Correct Answer escorted to a more private
area within the pharmacy.
Retail pharmacies are required by HIPAA to have a private counseling area where
the pharmacist may counsel patients while maintaining their privacy and without
being overheard. This may be an area off to the side of the main pharmacy counter.
Patients are not permitted behind the pharmacy counter.
A retail pharmacy may file prescriptions for Schedule III drugs: - Correct Answer
with regular prescriptions.
Unlike prescriptions for Schedule II drugs, prescriptions for Schedule III drugs do not
have special filing restrictions and may be filed along with regular prescriptions. The
pharmacy will generally mark them as controlled substances by writing a red "C" on
the prescription form. Many pharmacies, however, decide to file all prescriptions for
controlled substances together to expedite an audit should one occur.
Mr. Thomas, an elderly patient, becomes upset when the younger pharmacy
technician refers to him by his first name. What should the pharmacy technician do?
- Correct Answer Apologize and begin addressing the patient as Mr. Thomas.
, Pharmacy technicians will encounter a variety of communication barriers when
dealing with both patients and coworkers. In this example, the pharmacy technician
should be sensitive that generational differences likely exist between himself and the
patient, and that the patient considered the use of his first name to be a lack of
respect. If the patient does not accept the pharmacy technician's apology and the
situation escalates, the technician should involve the pharmacist to help resolve the
conflict.
A pharmacy technician may support patients by: - Correct Answer recommending a
reliable Web site where patients may find information.
It is the job of a pharmacy technician to offer patients support. This includes
answering general questions about specific drugs and dosing as long as the
answers do not require the pharmacy technician to make professional judgments. It
is beyond the scope of the pharmacy technician to offer treatment advice to patients
or to counsel patients on what to do. If a pharmacy technician is in doubt about
something, he or she should always consult with the pharmacist.
A patient who is illiterate may have difficulty: - Correct Answer reading instructions
and warnings on drug labels.
A patient who is illiterate is unable or has difficulty reading printed words. This
means an illiterate patient may not be able to read a drug label, monograph, or other
information related to a prescription. Because illiteracy is often a source of
embarrassment to many people, pharmacy technicians should be tactful if they
suspect a patient cannot read. For example, the pharmacy technician should ask the
patient if he or she has any questions about a drug, even if he or she is refilling a
prescription.
Stephen, a pharmacy technician at a retail pharmacy, is being blamed by a patient
for not notifying him that he has no refills left on his prescription. Stephen should
handle the situation by doing all of the following except: - Correct Answer agreeing
that the refill procedure does not make any sense at all.
Conflict is a common part of human interactions and will occur in the pharmacy
between staff and patients and between coworkers. A pharmacy technician should
work to resolve conflicts as they occur by not allowing emotions or other strong
feelings to interfere. Simply agreeing with a patient that a policy is bad may initially
satisfy an angry patient, but it will fail to get to the underlying cause of the conflict,
which is confusion about a pharmacy's policies and procedures. This patient will
ultimately feel unsatisfied when the situation arises again in the future.
Which patient is using positive nonverbal communication? - Correct Answer Lois
Jones leans forward to listen to the pharmacy technician.
