Customer Service Empathy in healthcare - PDF document

9/29/2016 Customer Service  Empathy in healthcare  http://www.youtube.com/watch?v=cDDWvj_q ‐ o8 UNM Hospital Pharmacy Project Manager Pharmacy Informatics Technician  Plan, develop and coordinate advancement opportunities within our  Oversee the following pharmacy applications department.  DoseEdge  Ensure that the quality of health care services is in accordance with policies, procedures, and regulations of UNM Hospitals.  Talyst  Collaborate with health care leaders and health care providers to ensure that  MILT and PakEdge consumers of health care receive optimal services from UNM Hospitals.  Coordinate and manage contracts for products and services for UNM  BCMA Hospitals.  Pyxis  Proficient in recruiting, human resources data management, professional development, and training.  Discern Analytics  Integrate project management experience with an organization driven through  Clerical Functions innovation, to meet the challenges facing today's health care systems.  Cultivate a productive, collaborative and productive relationship with staff to  Maintaining the Pharmacy Departments website ensure the mission and vision of the organization is attained.  Finance Data  Auditing Medication Process (i.e. Pharmacy and Nursing) Timely Medication Delivery Pharmacy Services Some of the most important aspects of Pharmacy  This is a very critical point of care measure Services that we deliver include :  Medication should be delivered based upon  Appropriate medication selections prioritization and patient need  Patient Safety  As an in ‐ patient pharmacy staff member, your knowledge and skill can greatly impact patient  Timely medication delivery outcomes by timely medication delivery  Formulary management  Educational opportunities 1

9/29/2016 We focus on computerizing Pharmacy Informatics the medication process 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 ‐ Computerize Administer in the delivery of optimal medication ‐ related patient care and Dispense health outcomes (www.HIMSS.org). Design  The Pharmacy Technician Informaticist (PTI) assists in acquiring Build and implementing new innovative technology and automation to Order Implement enhance the delivery of medication services that we provide to our Maintain patients. The PTI will provide ongoing training and system support for all integrated systems (ASHP, 2007). Meds Process Note the focus on data as opposed to technology. Pyxis: Overall System Pyxis MedStation ‐ 4000 (a brief overview) by the num bers…  340: pieces of equipment  155: Pyxis stations 109: Medstations 47: A-Systems  13: Off-site locations Quality Assurance Floor Technician Duties  Clean unit medication rooms and patient bins.  Purpose:  Deliver narcotic medications appropriately  Our goal as a department is to provide a structured  Deliver pending loads or refills to pyxis so nurses can access framework to assimilate new innovative approaches in medication when needed the services we provide to our patients.  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. 2

9/29/2016 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 3