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Module 7
Section 3:Telephone, fax and e-mail communication
Question | Answer |
---|---|
What practice should a pharmacy technician follow when answering the phone to give an impression of efficiency? | Answer the phone by the third ring. |
What information should a pharmacy technician convey when answering the phone? | The store, the department, their name and position. |
Four practices that demonstrate good listening on the phone | Give the caller a chance to speak Be alert and pay attention Do not interrupt Do not get distracted by what is going on in the store. |
Speech considerations when communicating over the phone | Clarity: Speak clearly and distinctly. Tone of voice: Use a pleasant, relaxed tone of voice Pace: Speak at a moderate speed |
Which three types of incoming calls can a pharmacy technician handle on their own without consulting a pharmacist? | Calls confirming if prescriptions are ready Calls about transfers Calls about refills |
Which four types of incoming calls must a pharmacy technician refer to a pharmacist? | Calls from providers Questions regarding side effects and dosages Emergencies such as overdose and poisoning Calls regarding prescription errors |
Which two pieces of information about fax communication should the pharmacy technician know? | Their state board of pharmacy regulations involving faxed prescriptions Their company's policies and procedures for using faxes |
With which law must pharmacy policies on electronic communications comply? | The Health Insurance Portability and Accountability Act (HIPAA) |
What action must the pharmacy take before initiating e-mail communications with a patient? | Have the patient sign a consent form. |
What is required of an e-mail service in order to include protected health information (PHI) in electronic communications? | Encryption or password protection |