...Chapter 1 The Patient Interview Sneha Baxi Srivastava, PharmD, BCACP Learning Objectives • Explain the basic communication skills needed when performing a patient interview. • Describe the components of the patient interview. • Conduct a thorough medication history. • Compare and contrast the different patient interview approaches in various clinical settings. • Adapt the interview technique based on the needs of the patient. Key Terms • Active Listening • Rapport • Empathy • Open-Ended Questions • Leading Questions • Probing Questions • Nonverbal Communication • Chief Complaint • History of Present Illness • Pertinent Positive • Pertinent Negative • Past History • Medication History • Family History • Personal and Social History • Review of Systems • Physical Exam • QuEST/SCHOLAR-MAC Introduction The patient interview is the primary way of obtaining comprehensive information about the patient in order to provide effective patient-centered care, and the medication history component is the pharmacist’s expertise. A methodological approach is used to obtain information from the patient, usually starting with determining the patient’s chief complaint, also known as the reason for the healthcare visit, and then 2 Chapter 1 / The Patient Interview delving further into an exploration of the patient’s specific complaint and problem. A comprehensive patient interview includes inquiring about the patient’s...
Words: 14665 - Pages: 59
...Healthcare Value “Coupled with a foundation of alignment and accountability, the ideas in this book provide a powerful tool to help hospitals get closer to the goal we want – perfect care.” — Quint Studer, CEO, The Studer Group, author of Results that Last “Mark Graban is the consummate translator of the vernacular of the Toyota Production System into the everyday parlance of healthcare. With each concept and its application, the reader is challenged to consider what is truly possible in the delivery of healthcare if standardized systems borrowed from reliable industries were implemented. Graban provides those trade secrets in an understandable and transparent fashion.” — Richard P. Shannon, MD, Frank Wister Thomas Professor of Medicine, Chairman, Department of Medicine, University of Pennsylvania School of Medicine “There is an enormous shortfall between the healthcare we are promised and what we actually get. Mark Graban explains how those in the system can make care delivery better for everyone –patients, providers, and payers.” — Steven Spear, Senior Lecturer, MIT, Senior Fellow, IHI “Mark Graban’s work has been a steady companion in the three years I have been studying and applying lean in healthcare. He...
Words: 89990 - Pages: 360
...Why are people important to a business? Assets are necessary for any business to operate. The roles that people play within the business are critical to its success. However lots of managers say that a business’s employees are the most important assets that an enterprise has. This is because: Employees can be creative and can have original ideas that others may not have which could attract more people to the company as lots of people like something new. Employees must also have creativity skills so they can find and use solutions for potential problems on tasks, projects etc. Employees can please consumers demand and create a reputation for high-quality products. Employee performance in the design, engineering, quality assurance and marketing of your company's product are essential components and are essential to a business’s success. Customers who purchase your product expect a quality product that meets their needs. If employees please consumer demands by the company providing a product they need, repeat business helps you build a strong customer base and if your customers are extremely satisfied with your product, your business could increase as a result of word of mouth which is an effective method of advertising. For example, if a customer goes to British Sugar’s and finds a product they need and is of good quality they would probably buy this product again and tell other people about it so they would probably go and buy it and they might tell another person about the...
Words: 13674 - Pages: 55
... The facts are sobering: the majority of small businesses fail within five years of starting up. While there are many reasons that businesses fail, including some that have nothing to do with an owner's skills, it’s also possible that many of those same businesses collapsed simply because they couldn’t get enough customers to buy their product or service. In other words, the owners founded their business on a strategy of “build it and they will come” where, unfortunately, the customers never came. In fact, a recent study undertaken by the Blackbox seed accelerator found that many tech start-ups failed because they focused more on their product than on their potential customers. 1.2 Ask the right questions As a first step to determining the potential market for your new product or service, you want to focus on asking a couple of questions of yourself first, says Victor Kwegyir, a business consultant, business motivational speaker, and author of The Business You Can Start: Spotting the Greatest Opportunities in the Economic Downturn. Some of the questions you may want to begin with, Kwegyir says, include: a) Is this product or service I have in mind going to satisfy a market need? b) Who are my potential customers, and where can they be found? c) What competition is out there? Is it direct or indirect, local, national, or international? d) How distinct is my product from what is being offered by the competition? e) Can the product stand the test of changing trends or take...
Words: 8515 - Pages: 35
...Internship Report On Marketing Services of The Private Universities in Bangladesh -A Case Study On Southern University Bangladesh [pic] BBA Program FACULTY OF BUSINESS ADMINISTRATION SOUTHERN UNIVERSITY BANGLADESH |Submitted By |Under the Guidance of | | | | |Muhammad Mahmud Hossain Mamun |Prof. A. J. M. Nuruddin Chowdhury, | |ID Number: 111-24-18 |Former Vice- Chancellor, | |BBA Program |University of Chittagong | |Faculty of Business Administration |& | |Southern University Bangladesh. |Southern University Bangladesh. | Table of Contents |Particulars |Page No. | ...
Words: 23493 - Pages: 94
...example of the possible content of a Baldrige application, there are areas in the case study where Criteria requirements are not addressed. CONTENTS 2006 Eligibility Certification Form ………………………………………………………………… Organization Chart ………………………………………………………………………………… 2006 Application Form …………………………………………………………………………… Glossary of Terms and Abbreviations ……………………………………………………………… Preface: Organizational Profile P.1 P.2 Organizational Description ……………………………………………………… xviii Organizational Challenges ……………………………………………………… xxi i xi xii xiv Category 1—Leadership 1.1 1.2 Senior Leadership ……………………………………………………………… Governance and Social Responsibilities………………………………………… 1 3 Category 2—Strategic Planning 2.1 2.2 Strategy Development ………………………………………………………… Strategy Deployment …………………………………………………………… 5 8 Category 3—Focus...
Words: 31896 - Pages: 128
...Slovensky 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 [First Page] [-1], (1) Lines: 0 to 27 * 516.0pt PgVar ——— ——— Normal Page * PgEnds: PageBreak [-1], (1) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 AUPHA/HAP Editorial Board Sandra Potthoff, Ph.D., Chair University of Minnesota Simone Cummings, Ph.D. Washington University Sherril B. Gelmon, Dr.P.H., FACHE Portland State University Thomas E. Getzen, Ph.D. Temple University Barry Greene, Ph.D. University of Iowa Richard S. Kurz, Ph.D. Saint Louis University Sarah B. Laditka, Ph.D. University of South Carolina Tim McBride, Ph.D. St. Louis University Stephen S. Mick, Ph.D. Virginia Commonwealth University Michael A. Morrisey, Ph.D. University of Alabama—Birmingham Dawn Oetjen, Ph.D. University of Central Florida Peter C. Olden, Ph.D. University of Scranton Lydia M. Reed AUPHA Sharon B. Schweikhart, Ph.D. The Ohio State University Nancy H. Shanks, Ph.D. Metropolitan State College of Denver * [-2], (2 Lines: 2 59.41 ——— ——— Normal * PgEnds [-2], (2 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 [-3], (3) Lines: 115 to 168 * 487.0pt PgVar ——— ——— Normal Page * PgEnds: Eject [-3], (3) AUPHA Health Administration Press 1 2 3 4 5 6 7 8 9 10...
Words: 123678 - Pages: 495
...My Job Role My main responsibilities as a home manager are: Care: Initially before a resident is admitted into my home I carry out a needs assessment to ensure the home can meet the needs of the resident, this involves me going to meet them at the address where they are residing or a place of their choice. The home which I manage is a home for residents with different types of dementia and there are different stages, residents that have the onset of dementia are able to answer most questions however there are also residents in which their dementia is quite advanced and they may not have the ability to answer as they may not understand the questions being asked, in this and most cases there are other family members and social workers involved in the assessment process. Working in partnership can have a positive influence on the assessment process, and the benefit of working in partnership is that others can make an effective contribution to the assessment. Working in partnership brings a range of professional perspectives, knowledge and skills to the assessment process. Once the resident comes to my home a care plan is completed using information gained from the assessment and from the resident themselves. On admission the wishes of residents with regards to the way they live their life are obtained. This should be from the resident themselves, if they are able to do so, or from family or other persons that know them well. A detailed history of the resident’s life should also...
Words: 7505 - Pages: 31
...Developing an Effective Health Care Workforce Planning Model Contents Executive Summary...................................................................................................................1 Getting Started with a Workforce Planning Model .................................................................2 Data – Collecting, Understanding, and Using ........................................................................3 Strategy – Understanding and Addressing the Business Need .............................................9 Planning – How to be Prepared for the Future .....................................................................12 Evaluation – Understanding Success ..................................................................................21 Conclusion ...............................................................................................................................23 Literature Review ....................................................................................................................24 Acknowledgements.................................................................................................................26 Executive Summary is aging at a rapid rate; health care reform is expected to bring millions more patients into the system; and there are anticipated shortages in numbers of trained health care professionals to care for these patients. Therefore, the need to start now to develop more effective and efficient...
Words: 9680 - Pages: 39
...the employer in increased productivity, knowledge, loyalty, and contribution to general growth of the firm. Investment in training and development entails obtaining and maintaining space and equipment. It also means that operational personnel, employed in the organization’s main business functions, such as production, maintenance, sales, marketing and management support, must also direct their attention and effort from time to time towards supporting training development and delivery However, investment in training and development is generally regarded as good management practice to maintain appropriate expertise now and in the future. Retail Sector is emerging as a first light industry in India and is presently the largest employer after agriculture. As increase in Retail Outlets nowadays, requirement of trained employees is important to build customer loyalty & make them satisfied. Training & Development is a programme which is carried by well-experienced trainer to make fruitful to organization. Before training & after training performance appraisal is carried on & according training programme is arranged. Pantaloon Retail (India) Limited, is a large Indian retailer, part of the Future Group, and...
Words: 9678 - Pages: 39
...The International Journal of Human Resource Management, Vol. 22, No. 3, January 2011, 746–761 Customers cocreating value with the firm: implications for IHRM Milorad M. Novicevica, Allison B. Dukeb, Erin R. Holmesc, Jacob W. Brelandd, M.R. Buckleye* and Mark N. Binga Department of Management, School of Business Administration, University of Mississippi, MS, USA b College of Business, Lipscomb University, Nashville, TN, USA; cSchool of Pharmacy, University of Mississippi, MS, USA; dWCBA, Youngstown State University, Youngstown, OH, USA; e Michael F. Price College of Business, University of Oklahoma, Norman, OK, USA The purpose of this article is to develop a theoretical framework for governing an organization’s relationships with customers engaged as contributors to the organization’s business processes (i.e. customers as quasi-employees). Based on our suggested framework, we explain how appropriate customer-centric HRM practices can support more cost-effective and accommodating adaptations in the organization’s governance of its relationships with customers. We complement these propositions with practical examples illustrating how customers who take different cooperative roles will increasingly become valuable organizational assets. The collaborating customers not only provide the information necessary for the successful performance of the service exchange, but also contribute human and social capital in performing tasks that are a complement to or a substitute for employee...
Words: 8664 - Pages: 35
...The Access Project by Sarah Gunther Lane, MS Elizabeth Longstreth, BA Victoria Nixon, MS Under the supervision of Nancy Kane, DBA Harvard School of Public Health The Access Project is a national healthcare initiative supported by The Robert Wood Johnson Foundation and the Annie E. Casey Foundation. It works in partnership with Brandeis University’s Heller Graduate School and the Collaborative for Community Health Development. It began its efforts in early 1998. The mission of The Access Project is to improve the health of our nation by assisting local communities in developing and sustaining efforts that improve health care and promote universal coverage, with a focus on people who are without insurance. If you have any questions or would like to learn more about our work, please contact us. The Access Project 30 Winter Street, Suite 930 Boston, MA 02108 Phone: 617-654-9911 FAX: 617-654-9922 E-mail: info@accessproject.org Web site: www.accessproject.org Catherine M. Dunham, Ed.D, National Program Director Mark Rukavina, MBA, Deputy Director for Programs and Policy Gwen Pritchard, MPA, Deputy Director for Communication and Administration © 2001 by The Access Project This publication may be reproduced or quoted with appropriate credit. Acknowledgments The Access Project would like to thank and acknowledge the work of Sarah Gunther Lane, Elizabeth Longstreth and Victoria Nixon, who wrote this guide. This manual grew out of research and analysis...
Words: 12691 - Pages: 51
...achieved with respect to national and regional eHealth solutions in EU and EEA Member States. Table of Contents 1. The National Health System 1 1.1. Organizational structure 1 1.2. Some facts & figures 1 2. What is eHealth, definitions, areas of application, benefits 5 2.1. What is eHealth 5 2.2. Forms of eHealth 5 2.3. Benefits of eHealth 6 3. eHealth framework in European Union countries 7 3.1. eHealth Action Plan 2012 - 2020 7 3.2. eHealth in the European Countries 8 4. Application of eHealth practices 10 4.1. Electronic Health records (EHR) 10 4.1.1. Examples of current EHR use 10 4.1.2. Electronic Health Record in Greece 12 4.1.3. Summing up 14 4.2. Interoperability 15 4.2.1. Defining Interoperability in Healthcare Systems 15 4.2.2. Most widely used contemporary Interoperability standards in Healthcare 16 4.2.3. EPSOS (European Patients Smart Open Services) 17 4.2.4. Interoperability in Greece Healthcare Informatics 18 4.3. Telemedicine & Telecare 19 4.3.1. Types of Telemedicine 20 4.3.2. Services Provided by Telemedicine 20 4.3.3. What Delivery Mechanisms Can Be Used? 20 4.3.4. Telemedicine in Greece...
Words: 36524 - Pages: 147
...http://ijhpm.com Int J Health Policy Manag 2014, 3(2), 77–89 doi 10.15171/ijhpm.2014.65 Original Article Factors influencing healthcare service quality Ali Mohammad Mosadeghrad* Abstract Background: The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods: Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian healthcare organisations. Results: Quality in healthcare is a production of cooperation between the patient and the healthcare provider in a supportive environment. Personal factors of the provider and the patient, and factors pertaining to the healthcare organisation, healthcare system, and the broader environment affect healthcare service quality. Healthcare quality can be improved by supportive visionary leadership, proper planning, education and training, availability of resources, effective management of resources, employees and processes, and collaboration and cooperation among providers. Conclusion: This article contributes to healthcare theory and practice by developing a conceptual framework that provides policy-makers and managers a practical understanding of factors that affect healthcare service quality. Keywords: Healthcare Organisations, Quality, Pluralistic Evaluation...
Words: 12271 - Pages: 50
...Service Operations Management (SOM) **Some of my notes are taken from previous MSE/STS notes & Google so don’t worry if you can’t find it in your 6P/RR ** PROBLEM 1 Services Producing Industries: * Wholesale and Retail Trade * Transport and Storage * Accommodation and F&B Services * Information and Communications * Finance & Insurance * Business Services * Other services industries Business Excellence Framework and Awards: Companies known for service excellence: E.g. MacDonalds, Ritz Carlton, CPF, NLB, OCBC, SIA Quality Award (SQA): | Organization’s attainment of world-class standards of performance excellence | People Excellence Award (PEA) | The PE Award recognizes and celebrates organisations whose outstanding people management capability has contributed significantly to business excellence. | Innovation Award (I-Award) | The I-Award recognizes and celebrates organisations whose outstanding innovation capability development approach has contributed significantly to business excellence. | Service Excellence Award | The Service Excellence Award is the highest accolade for service excellence. It recognizes the best of the best with a total approach to developing their service capability to enhance service leadership, service agility, customer delight, and customer experience.Benefits: * Organization will be able to use Service Excellence Award logo on all its materials as marketing tool. (Leveraging on the service...
Words: 16849 - Pages: 68
