Customer Service Empathy in healthcare - - PDF document

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UNM Hospital

Customer Service

 Empathy in healthcare  http://www.youtube.com/watch?v=cDDWvj_q‐o8

Pharmacy Project Manager

 Plan, develop and coordinate advancement opportunities within our department.  Ensure that the quality of health care services is in accordance with policies, procedures, and regulations of UNM Hospitals.  Collaborate with health care leaders and health care providers to ensure that consumers of health care receive optimal services from UNM Hospitals.  Coordinate and manage contracts for products and services for UNM Hospitals.  Proficient in recruiting, human resources data management, professional development, and training.  Integrate project management experience with an organization driven through innovation, to meet the challenges facing today's health care systems.  Cultivate a productive, collaborative and productive relationship with staff to ensure the mission and vision of the organization is attained.

Pharmacy Informatics Technician

 Oversee the following pharmacy applications

 DoseEdge  Talyst  MILT and PakEdge  BCMA  Pyxis  Discern Analytics

 Clerical Functions

 Maintaining the Pharmacy Departments website  Finance Data  Auditing Medication Process (i.e. Pharmacy and Nursing)

Pharmacy Services

Some of the most important aspects of Pharmacy Services that we deliver include :  Appropriate medication selections  Patient Safety  Timely medication delivery  Formulary management  Educational opportunities

Timely Medication Delivery

 This is a very critical point of care measure  Medication should be delivered based upon prioritization and patient need  As an in‐patient pharmacy staff member, your knowledge and skill can greatly impact patient

• utcomes by timely medication delivery

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Pharmacy Informatics

Pharmacy Informatics

 The scientific field that focuses on medication‐related data and

knowledge within the continuum of healthcare systems ‐ including its acquisition, storage, analysis, use and dissemination ‐ in the delivery of optimal medication‐related patient care and health outcomes (www.HIMSS.org).

 The Pharmacy Technician Informaticist (PTI) assists in acquiring

and implementing new innovative technology and automation to enhance the delivery of medication services that we provide to our

• patients. The PTI will provide ongoing training and system support

for all integrated systems (ASHP, 2007).

Note the focus on data as opposed to technology.

Design Build Implement Maintain Computerize

Meds Process

Order Administer Dispense

We focus on computerizing the medication process

Pyxis MedStation ‐ 4000 (a brief overview) Pyxis: Overall System by the num bers…

 340: pieces of equipment  155: Pyxis stations 109: Medstations 47: A-Systems  13: Off-site locations

Quality Assurance

 Purpose:

 Our goal as a department is to provide a structured

framework to assimilate new innovative approaches in the services we provide to our patients.

Floor Technician Duties

 Clean unit medication rooms and patient bins.  Deliver narcotic medications appropriately  Deliver pending loads or refills to pyxis so nurses can access medication when needed  Rotate medication stock  Return to pharmacy any discontinued and/or expired meds  Replenish flushes  Work closely with specific unit pharmacist to ensure meds arrive to patient in a timely manner.

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IV ROOM

 Adult  Pediatric  Neonatal  TPN  Chemotherapy

References

 ASHP statement of the pharmacist's role in

• informatics. (2007). American Society of Hospital

Pharmacists, 64(), 200‐203. Retrieved from http://www.ashp.org/  Healthcare Information and Management Systems

• Society. (2016). Retrieved from http://www.himss.org