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altruism an unselfish concern for the welfare of others
appearance the overall outward look of an employee on the job, including dress and grooming
attitude the emotional stance or disposition that a worker adopts toward his or her job duties, customers, employer, and coworkers
closed-ended question a question that requires a yes or no answer
compliance adherence to a required set of standards, regulations, laws, and practices
confidentiality keeping privileged information about a customer from being disclosed without his or her consent
credentialing the process for validating the qualifications of licensed professionals, such as Basic Life Support (BLS) and ACLS (Advanced Cardiac Life Support)
cultural sensitivity an awareness, knowledge of, and respect for cultural beliefs that differ from your own
culture the customs, beliefs, and attitudes that are learned and shared by members of a group
decorum proper or polite behavior that is in good taste
discrimination preferential treatment or mistreatment
ethical dilemma a situation that calls for a judgment between two or more solutions, not all of which are necessarily wrong
ethics the study of standards of conduct and moral judgment that outlines the rights and wrongs of human conduct or character
etiquette unwritten rules of behavior
harassment persistent hostile, unpleasant, and unwelcome mistreatment, whether sexual, verbal, or physical
Health Insurance Portability and Accountability Act (HIPAA) a comprehensive federal law passed in 1996 to protect all patient-identifiable medical information
multitasking the ability to work on several projects at the same time
nonverbal communication communication without words-through facial expression, body language, posture, and tone of voice
notice of privacy practices a written policy of the pharmacy to protect patient confidentiality, as required by HIPAA
open-ended question a question that requires a descriptive answer, not merely yes or no
patient identifiers any demographic information that can identify the patient, such as name, address, phone number, Social Security number, or medical identification number
Policy and Procedure (P&P) manual a book that outlines pharmacy activities, defines the roles and responsibilities of pharmacy personnel and lists pharmacy practice guidelines to follow
protected health information (PHI) medical information that is protected by HIPAA, such as medical diagnoses, medication profiles, and results of laboratory tests
social sanction the measure of acceptable behavior of a professional or paraprofessional by those they serve
triage the assessment and prioritization by the pharmacist of patients’ illnesses or symptoms
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