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Module 1

The document outlines the first module of a dispensing course, which covers principles of customer service, interpersonal communication, and handling different client types. It includes synchronous online sessions on these topics and assignments such as a patient counseling role play and essay on respect and professionalism. Students will be evaluated on their understanding through a quiz before beginning the next module.

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JM Ocampo
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© © All Rights Reserved
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Download as PDF, TXT or read online on Scribd
81 views

Module 1

The document outlines the first module of a dispensing course, which covers principles of customer service, interpersonal communication, and handling different client types. It includes synchronous online sessions on these topics and assignments such as a patient counseling role play and essay on respect and professionalism. Students will be evaluated on their understanding through a quiz before beginning the next module.

Uploaded by

JM Ocampo
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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COLLEGE OF NURSING AND PHARMACY

C-PPD1 – DISPENSING 1 (DISPENSING PROCESS, READING &


INTERPRETING THE PRESCRIPTION AND OTHER MEDICINE ORDERS)
First Semester | AY 2021-2022

Module 1: Introduction to Dispensing Part 1


Time Frame: Week 1 & 2 (8hours)
Schedule of synchronous sessions:

Mapped Learning Outcomes and Course Content for C-PPD1 Dispensing 1, Module 1
Target Learning Outcomes Content and Activities
Hour (At the close of the period allotted, Online Session Offline Session
students should have :)
8 hours • Identifying the principles Interactive lecture: Worksheets Activity for Laboratory
of good customer service. Introduction to Written Report#1: Patient
• Showing the interpersonal Dispensing Part 1 Counselling
and intercultural
communication -Principles of Good Assignment: Essay Writing
• Demonstrating handling of Customer Service
different types of clients. - Principles of
• Preparing a standard script Interpersonal and
for receiving patients. intercultural
• Demonstrating reporting communication
of untoward incident. - The Four Principles
• Discussing the company of Interpersonal
policies and procedures. Communication
• Demonstrating the values - Principles of
of respect and handling different
professionalism. types of clients

1. Content / Discussion / Learning Resources / Link

Principles of Good Customer Service

Customer Service means…


◎ What Customer Service means to you?
◎ Cite one “best” and one “worst” customer service experience.

A good customer service requires…


◎ Solving customer problems with no hassle
◎ Solving customer problems promptly
◎ Providing people who know what they are doing
◎ Providing people empowered to solve customer problems
◎ Treating people with dignity and empathy
◎ Correcting mistakes when they are made (adapted from Karr and Blohowiak, 1997)

Faculty: Jethro M. Ocampo, RPh Page 1 of 4


COLLEGE OF NURSING AND PHARMACY
C-PPD1 – DISPENSING 1 (DISPENSING PROCESS, READING &
INTERPRETING THE PRESCRIPTION AND OTHER MEDICINE ORDERS)
First Semester | AY 2021-2022

Principles of Interpersonal and intercultural communication

The Four Principles of Interpersonal Communication


◎ Interpersonal communication is inescapable
◎ Interpersonal communication is irreversible
◎ Interpersonal communication is complex
◎ Interpersonal communication is contextual

A. Interpersonal communication is inescapable


◎ “You cannot not communicate”

B. Interpersonal communication is irreversible


◎ Once something is spoken it cannot be unspoken
Faculty: Jethro M. Ocampo, RPh Page 2 of 4
COLLEGE OF NURSING AND PHARMACY
C-PPD1 – DISPENSING 1 (DISPENSING PROCESS, READING &
INTERPRETING THE PRESCRIPTION AND OTHER MEDICINE ORDERS)
First Semester | AY 2021-2022

C. Interpersonal communication is complex


◎ Communication is complicated due to the number of identity variables

D. Communication is Contextual
All of the communication happens in a contextual framework, which includes the following:
◎ Psychological context refers to the state someone is in.
◎ Relational context refers to the degree of depth you have with the other person.
◎ Situational context refers to the engagement where the communication is happening
◎ Cultural context refers to the learned behaviors and norms of a particular culture

Principles of handling different types of clients

The irate customer


◎ Remain Calm
◎ Assure the customer you know how to solve the problem, and then provide a solution as soon as you
can

The talkative customer


◎ Focus on the business of the customer
◎ Should the conversation digress from the topic, politely redirect the discussion back to the main issue

The mistaken customer


◎ Do not correct them right away
◎ Be polite

The elitist customer


◎ Assert that you are qualified to help them
◎ Thoroughly address their concerns

The positive customer


◎ Just continue giving the best service to them and they'll likely to stick to your brand.

LABORATORY WORKSHEET

WRITTEN REPORT NO. 1


PATIENT COUNSELLING

◎ Prepare standard script for receiving patients and present on the class by role playing (Community
Pharmacy Setting)
◎ Group Work:

Presentation skill – 9pts


Presentation content – 12pts
Grammar – 9pts

Faculty: Jethro M. Ocampo, RPh Page 3 of 4


COLLEGE OF NURSING AND PHARMACY
C-PPD1 – DISPENSING 1 (DISPENSING PROCESS, READING &
INTERPRETING THE PRESCRIPTION AND OTHER MEDICINE ORDERS)
First Semester | AY 2021-2022

2. Assessment of Learning

This section will enable you to do self-check of your progress in the discussion. During the self-
evaluation, you are expected to practice the virtue of honesty. A score equivalent to 75% will enable you to
proceed to the assignment section. A separate sheet will be utilized to answer the questions in this section.
You may repeat answering the questions until the required score equivalent is acquired.

Essay: (Minimum of 10 Sentences)


◎ Components of respect and professionalism in Pharmacy practice
◎ Importance of professionalism in the Pharmacy Practice

3. Evaluation of Learning

For the evaluation of learning for Module 1, a scheduled quiz will be assigned in the Google Classroom and
will be taken before the start of the next Module during the Synchronous Class.

References

Adams, C.H. and Jones, P.D. Therapeutic communication for health professionals (2011/latest edition)

Blenkinsopp, A. and Panton, R. Health promotion for pharmacists (1991/latest edition)

Gupta, GD, NK Jain, Modern Dispensing Pharmacy (2011)

Pharmacists talking with patients: a guide to patient counseling / Melanie J. Rantucci. (2012)

Congratulations for having completed this C-PPD1 Module 1! See you in the next Module

Faculty: Jethro M. Ocampo, RPh Page 4 of 4

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