Collaborative Services ~ Concierge Practice


Best Practices ~ Salary Survey ~ Santa Rosa, CA

Posted by Diana Rangaves, PharmD,CEO on January 17, 2011 at 9:29 PM Comments comments (0)

Pharmacist & Pharmacy Technician Salary Survey                         2011 for Santa Rosa, CA ~                                        Inpatient & Retail Positions

Visit the Job Guide page for a down loadable document.   

Best Practices ~ Medication Error Reductions

Posted by Diana Rangaves, PharmD,CEO on January 13, 2011 at 5:15 PM Comments comments (0)



81 percent of pharmacists agree that Pharmacy Technicians play a role in reducing medication errors


WASHINGTON, DC—Results from a recent Pharmacy Technician Certification Board (PTCB) sponsored survey find that lead pharmacists perceive pharmacy technicians as essential in the structure of the health care team in reducing medication errors, ensuring patient safety, and increasing positive health outcomes.


The results, unveiled at the American Pharmacists Association (APhA) Annual Meeting in March 2010 by researcher Shane Desselle, R.Ph, PhD,FAPhA, Associate Dean for Tulsa Programs, Chair, and Professor of the Department of Pharmacy, Clinical and Administrative Sciences at University

of Oklahoma College of Pharmacy, were gathered from a random sample of over 3,250 pharmacists serving in a variety of practice settings across the United States.


“The data show that the majority of pharmacists—in fact,over 80 percent of those surveyed—agree that pharmacy technicians are associated with a reduction in medication errors,” said Melissa Murer Corrigan, R.Ph., Executive Director and CEO of PTCB.

“This survey provides the data to support something we have known for years but are now able to quantify; well-trained, competent, pharmacy technicians make a positive impact on patient care.”


Pharmacists recognize how important it is to be able to rely on well-trained, knowledgeable pharmacy technicians as a means to enable pharmacy technicians and pharmacists to work more effectively in patient care, safety, and service.


Best Practices ~ THINK, ACT, BE Nice!

Posted by Diana Rangaves, PharmD,CEO on January 9, 2011 at 9:46 PM Comments comments (2)

Best Practices ~ THINK, ACT, BE Nice!

"I learned that it is the weak who are cruel and that Gentleness is to be expected only from the Strong." 

~~  Leo Rosten

A person whose behavior is offensive to others, discernable with constant rudeness and insensitivity is not welcome anywhere. In plain language, the undeniable fact: the modern workplace is beset with abusive people.

Those people, who deliberately make colleagues, feel bad about themselves and who focus their aggression on the less powerful. Their behavior poisons the work environment, diminishes productivity, induces qualified colleagues to quit, increases employee turnover, stifles communication, and lowers colleagues self-esteem and health.

These people are detrimental to businesses, regardless of their individual effectiveness and organizations must assess the damage.

Life is tooshort to tolerate this behavior. The fact that they always choose targets with less power than themselves is evidence by the adverse character trait.

By not identifying the behavior and confronting the individual, organizations are tacitly and implicitly accepting, supporting and condoning this treatment ofothers. These people are too often tolerated until irreparable damage is done to individuals and the organization as a whole.

We all know them or know of them--the jerks and bullies at work who demean, criticize, and sap the energy of others, usually their underlings. They make life miserablefor their victims and create a hostile and emotionally stifling environment.

In no uncertain terms this abuse must stop. Negative interactions have a five time stronger effect on mood than positive interactions. The retention of a "very productive” bully will have unfathomable implications and legal consequences.

Publicly discounting bullying behavior, bringing light to the conduct and actions is an effective, well-researched, social psychological technique.

Training, empowerment,and reassurance of others in the method will create a more productive, motivated, and satisfied workforce. Positive self-esteem brings calm relief and comfort to the workplace.


BEST PRACTICES ~ Standards of Behavior

Posted by Diana Rangaves, PharmD,CEO on January 8, 2011 at 5:09 PM Comments comments (0)

BEST PRACTICES ~ Standards of Behavior

Everyone has a right to quality in an atmospherethat is calm, safe, and free of disturbances.



• Clothing must be neat, clean and in good repair. Clothing must not be too tight, to revealing or too baggy. Adhereto the professional standard.

• Present an attentive, alert, andready to help demeanor.

• Name badge must be properly displayed.

• Avoid wearing perfume and highly scented products.

• Maintain a neat and organized workspace.



• Be polite, compassionate, confident,enthusiastic, courteous and respectful.

• Be cheerful.

• Have a sense of humor when appropriate.

• Make a conscious decision to have apositive attitude every day.

• Remember the Power of Yes!


• Address all people formally unless otherwise instructed.

• Always knock before entering a room.

• Demonstrate positive body language.

• Make eye contact when listening and speaking.

• Seek to understand by listening attentively, without interruption, before speaking.

• Be sensitive to different cultures and offer the use of interpreter services as needed.

• Speak to the patient at eye level(i.e. when at patient’s bedside, sit and talk at the patient’s eye level).

• Avoid using acronyms, jargon and language when speaking to guests.

• Ask questions and encourage others to ask questions.

• Introduce yourself by name and position when appropriate.

• Validate understanding.

• Take the time.

• Keep personal cell phones and other electronic devices silent or turned off during work hours.


Personal Growth

• Role model positive behavior (leadby example).

• Seek opportunities for continual learning and professional and personal growth.

• Be a mentor/have a mentor.

• Contribute and be open to new ideas,remain flexible, show willingness to take risks.

• Be resourceful.

• Foster a positive learning environment.

• Empathize. Place yourself in another person’s shoes.

• Be mindful of your own health,well-being and emotions so you can care for.

• Be a peacemaker.

• Be honest and truthful.

• Create a nurturing and healing environment.

• Advocate for the most vulnerable person.

• Honor diversity.


• Be open to change and be flexible.

• Take pride in your work, be on time,be a professional.

• Use eye contact and body languagethat displays respect.

• Have a positive attitude.

• Take initiative, be involved and be accountable.

• Recognize, praise and thank each.

• Set expectations, be willing to go the extra mile and follow through.

• Offer assistance.

• Go out of your way to be of service.

• Focus on the solution.

• Respectall individuals’ personal and cultural beliefs, ideas and contributions in a supportive manner.

• Utilize a voice that is warm, calm and clear.

• Use appropriate language.

• Be flexible when faced with changes to our work environments or work schedules.

• Look beyond our assigned tasks, be of service to co-workers when possible or find resources when necessary.

• Remain calm and follow hospital procedure when faced with confrontational situations.


• Recognize praise and thank each other

• Maintain aprofessional demeanor at all times.

• Treat everyone with fairness, honesty and compassion.

• Follow through on promises and commitments.

• Foster calm, healing atmosphere.

• Refrain from participating in rumors or gossip.

• Convey our concern and our willingness to serve through manners and expressions.



Anticipating the wants and needs of others is the key in providing excellent service.

Utilize the PRES technique: Pause,Repeat, Empathize, and Solve.




·        Listento the complaint.

• Thank the person for bringing their concern to your attention.


Repeat Back


·        Summarize what you heard to confirm your understanding.

• Apologize for the nurse/physician/patient/customer’s negative experience.




• Acknowledge the patient/family’sconcerns. Make no excuses.




• Work to resolve a complaint. Do not dismiss it.

• Take ownership. Do not blame someoneelse or another department.

• Avoid a defensive response. Do not take the complaint personally. Do not argue.

• Offer suggestions for resolution.

• Ask if any of your suggestions will meet the person’s expectations.

• Ask, “Is there anything else I can do for you?”

• Take whatever action is necessary toresolve the problem. Ask others to help.

• Do you feel a gift might be helpful?

– Select a gift and deliver it to the nurse/patient/customer. Indicate that the gift is a token of our sincere regret.



• Maintain a zero tolerance for abusive behavior (verbal or physical).

• Respond quickly and calmly.

• Listen, reflect, and assist.

• Never underestimate the power of an apology.


Phone Etiquette

• Know how to operate the telephone.

• Answer the phone within three rings.

• Smile before answering the phone. It will come through in your voice.

• Use a pleasant, caring and sincere tone of voice.

• Say “Goodmorning/Afternoon/Evening.” Identify your facility, your department and yourself and ask, “How may I be of service?”


• Be a good listener.

-- Focus on the caller’s need.

-- Follow through on the caller’s request.


• To place a call on hold:

-- Always ask the caller if they are able to hold AND wait for a response.

-- Tell the caller why you need to put them on hold.

-- Let the caller know how long they will be on hold.

-- Check back to see if the caller can continue to wait. If not, ask for their phone number and return the call.

-- Thank the caller for holding.


• To transfer a call:

– Explain where you are transferring the caller and to whom.

– Give the caller the number for future reference.

– Give information about the call to the person receiving the transfer.

– If possible, bring the caller on the line and introduce them.