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pht 100 c13 t

chapter 13 terms

QuestionAnswer
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
Created by: wildap