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pht 100 c13 t
chapter 13 terms
Question | Answer |
---|---|
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 |
credentialing | the process for validating the qualifications of licensed professionals, such as Basic Life Support (BLS) and Advanced Cardiac Life Support (ACLS) |
decorum | proper or polite behavior that is in good taste |
discrimination | preferential treatment or mistreatment |
etiquette | unwritten rules of behavior |
harassment | mistreatment, whether sexual or otherwise |
Health Insurance Portability and Accountability Act (HIPAA) | a comprehensive federal law passed in 1996 to protect all patient-identifiable medical information |
nonverbal communication | communication without words through facial expression, body contact, body position, 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 manual | a book outlining activities in the pharmacy, defining the roles of individuals and listing guidelines |
protected health information (PHI) | medical information that is protected by HIPAA, such as medical diagnoses, medication profiles, and results of laboratory tests |
triage | the assessment by the pharmacist of an illness or symptom; outcome may be to recommend an OTC product, or refer patient to a physician or emergency room |