Pharmacy Technician Training Manual – Fill Out and Use This PDF

CONTENTS

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OKLAHOMA STATE

BOARD OF PHARMACY:

PHARMACY TECHNICIAN

TRAINING GUIDELINES

All pharmacy technicians must have satisfactorily completed an initial Pharmacy Technician Training Program, Phase 1, prior to receiving a Pharmacy Technician Permit. After receiving the permit, they may begin on-the-job training (OJT), Phase 2, in the prescription department.

This program must be taught in each pharmacy employing pharmacy technicians. The development or implementation of a program is the responsibility of the pharmacist manager, who may be requested to submit the instructional text of the training program to the State Board of Pharmacy for approval.

The pharmacist manager, or another pharmacist in the pharmacy whom he or she may designate, shall conduct the training and attest to its successful completion. Proof of this training and subsequent training must be maintained in the pharmacy and available for inspection.

The Oklahoma State Board of Pharmacy has set these Pharmacy Technician Training Guidelines as minimum standards for training of pharmacy technicians.

The training program may be adjusted to meet the specific needs of an individual, but the adjusted program must conform to the minimum standards in these guidelines.

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Phase 1

(Initial Training)

I.Orientation

a.Tour of Pharmacy

i.Location of Medications

ii.Prescription Files

iii.Information Sources

iv.Insurance Information

v.Other areas deemed appropriate

b.Organization Chart (chain of command)

i.Describe your store’s organizational chart. The pharmacist is always responsible for the tasks the technician completes.

c.Policy and Procedures Manual (if one exists)

i.The development of a policy and procedure manual is highly recommended.

d.Confidentiality of Patient Information

i.See Appendix 1

e.Health Insurance Portability and Accountability Act of 1996. (HIPAA)

i.See Appendix 2

f.Patient Information Literature

i.There are several prescription medications that require patient package inserts when a prescription is dispensed. Examples are Premarin, birth control pills, etc. Other useful information to help instruct a patient is also available. The tech should be able to help the pharmacist in maintaining these sources of information.

g.Reference Sources

i.The tech should know:

1.Where the reference books are located in the pharmacy

2.Legal requirements pertaining to keeping an updated pharmacy library. (See Rules and Regulations section of current Law Book)

h.Name Tags

i.The public should be able to distinguish the pharmacist from any support personnel in the pharmacy. All support personnel must be distinctly identifiable from a practicing pharmacist. Name and job title should identify “Tech” from other support personnel.

i.Dress Code

i.Each pharmacy should determine the dress code, however in general a clean and professional appearance is desired.

II.Job Description

a. Role of Pharmacist

i.The pharmacist is responsible for all judgmental tasks involved in dispensing a prescription and for maintaining good pharmaceutical care.

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ii.The pharmacist is responsible for all counseling and shall not delegate this task to anyone. An intern is allowed to counsel if deemed appropriate by the pharmacist.

iii.The pharmacist may delegate non-judgmental tasks to be done, but the responsibility, both legally and professionally, stays with the pharmacist.

iv.The pharmacist’s duties are a provision of those acts or services that are necessary to provide pharmaceutical care.

b.Role of Support Personnel

i.The supportive personnel may perform tasks other than those of a pharmacist or technician.

ii.See appendix 3 for an excerpted portion of the Oklahoma Pharmacy Law Book pertaining to duties of technicians and supportive personnel.

c.Role of Pharmacy Technicians

i.May perform any duties supportive personnel are allowed to perform

ii.Count and/or pour medications

iii.Prepackage and properly label medications (i.e. unit dose)

iv.Affix auxiliary labels to the container as directed by pharmacist.

v.Affix the prescription label to proper container

vi.Reconstitution of medication (i.e. liquid antibiotics)

vii.Bulk compounding, including such items as non-sterile topical compounds, sterile irrigation solutions and products prepared in relatively large volume for internal or external use.

Documentation of a system of in-process and final checks and controls must be developed or approved by the certifying pharmacist and carefully and systematically enforced.

viii.May perform functions involving reconstitution of single dose units of parenteral products that are to be administered to a given patient as a unit, and perform functions involving the addition of one manufacturer’s prepared unit (whole or part) to another manufacturer’s prepared unit, if the unit is to be administered as one dose to a patient. The pharmacist must establish procedures for parenteral products and certify the ingredients, and label the finished product.

ix.May assist the pharmacist in the annual Controlled Dangerous Substance inventory. The pharmacist remains responsible for completeness and accuracy.

d.Personal Attributes

i.Self Confidence: Knowing when and whom to ask for help is part of self-confidence.

ii.Knowledge: Using the training given, the tech may help the pharmacist in knowing a patient and remembering what has occurred in the past regarding the patient.

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iii.Sincerity: The combination of honesty, common sense and diplomacy may be characterized as sincerity. Show concern for the patient.

iv.Concern for others: A concern for others, coupled with empathy, open-mindedness and understanding of their opinions or situation is important. Try to look at their point of view. Are there other helpful options?

v.Tact: Tact is an important aspect of verbal communication in any pharmacy.

e.Pharmacy Technicians interrelationships with:

i.Pharmacists: All tasks performed by the tech are the ultimate responsibility of the pharmacist. The tech works under direct and immediate supervision by the pharmacist, as stated in the State Board Rules. The tech should present any problems or discrepancies to the pharmacist.

ii.Patients: The tech should be courteous and tactful when obtaining information. Refer all medication questions to the pharmacist.

iii.Physicians: The tech should be courteous and identify themselves. Refer all medication questions to the pharmacist.

iv.Nurses and/or medical office staff: Refer all medication questions to the pharmacist.

III.Communication Techniques

a.Telephone Etiquette and protocol

i.It is necessary and important that you always identify yourself as a technician when communication via telephone. Whether answering a call at the pharmacy or phoning a doctor’s office or insurance company.

1.Example 1) “Thank you for calling (your store name here), my name is (your name here), technician, how may I help you.”

2.Example 2) “Hello my name is (your name here), I’m a technician with (your store name here.)….”

ii.Basic communication skills: Always communicate with a helpful attitude.

iii.Be an active listener.

iv.Communication is a two way street.

v.Articulation: the use of precise words to describe a situation.

vi.Pleasant voice: speak slowly, distinctly, and pleasantly. The caller cannot see facial expressions so the voice is all important.

vii.Friendliness is one of the easiest and most effective tools of good communication.

viii.Listen attentively and patiently. Do not assume you know what is going to be said; wait for the person to finish before responding.

IV. Pharmacy Laws and Rules

a.Pharmacy Law – refer to Oklahoma Pharmacy Law Book

b.Pharmacy Rules

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i.Transfer of prescriptions: only the pharmacist or intern is allowed to transfer a prescription.

ii.Interns may perform all functions of a pharmacist, except the final check of a prescription.

iii.Telephone prescriptions: only a pharmacist or intern is allowed to take new prescriptions.

iv.Pharmacy access: only a pharmacist shall be permitted to unlock the pharmacy area or any additional storage areas for dangerous drugs, except in an extreme emergency.

v.Refill authorization records: when an agent of a licensed practitioner calls in a refill, the name of the person shall be documented.

vi.Drug Expiration dating: all outdated prescription drugs shall be removed from the active inventory area upon expiration and cannot be used to fill prescriptions. The removal from the pharmacy of these expired drugs must occur within six months; either by destruction or by being returned to the supplier.

c.Drug Enforcement Administration (DEA)

i.Identification of DEA drug labels

ii.Ordering and Receiving of controlled dangerous drugs

iii.Rationale of DEA drugs

iv.Inventory and/or accountability: the Tech is allowed to help the pharmacist in the actual inventory which must be performed between May 1 and July 1.

v.Storage of controlled substances.

vi.Filing Systems: Different types of filing are allowed. The tech should know which type of filing is being utilized in the pharmacy.

vii.Exempt Narcotic Sales: The pharmacist is required to handle the sale of all exempt narcotics.

viii.Formula for calculating and confirming DEA number: Add the first, third, and fifth digits of the DEA number. Then add the second, fourth, and sixth digits; and multiply this sum by 2. Add the two numbers. The last digit of this sum will be the same as the last digit of the DEA number.

1.EXAMPLE: DEA # 1234563

a. 1+3+5 = 9, 2x(2+4+6) = 24 TOTAL = 33

ix.OSTAR: Requirements and working of the CII narcotic tracking system.

x.Regulation of mailing prescriptions: Through US Postal Service, UPS, FedEx, etc.

xi.Requirements relating to prescriptions transmitted by physician assistants.

xii.Prescribing limitations of optometrist, podiatrist, dentist, veterinarian, etc.

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