Essential Management Skills for Pharmacy and Business Managers

By (author) De Silva, Titus

As a manager you will be expected to resolve a range of legal, ethical, operational, human resource, and financial issues that affect your organization. Essential Management Skills for Pharmacy and Business Managers supplies the understanding you will need to manage the day-to-day challenges in this increasingly competitive environment. Presenting a wealth of information on how to resolve common issues across all sectors of the pharmacy environment, it uses case studies to illustrate the methods required to create a patient-focused business where teamwork flourishes and continuous improvement becomes a reality. The book describes the kinds of things that will most often go wrong in organizations of all types and sizes and provides proven methods for resolving these issues. It explains how to develop and implement an effective quality management system in the pharmacy or a retail operation that complies with external standards. Outlining an efficient performance appraisal system, it describes how to manage diversity and details time-tested problem solving, conflict management, and stress management techniques. With coverage that includes employee management, quality management, and quality assurance, the book describes how to create a harmonious work environment that promotes effective communication between pharmacy staff, medical professionals, care givers, patients, and customers. Complete with links to further information in each chapter, it arms you with the tools to empower and motivate your employees to provide world-class patient and customer care.

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[目次]

  • Managing Professionals Scenario Introduction Definitions Attributes of a Professional Needs of a Professional Leadership Style Techniques for Managing Professionals Dealing with Performance Issues Revisiting the Scenario References Management Theories Introduction Classical Management Approach Scientific Management Administrative Management Weber's Theory of Bureaucracy Behavioral Management Approach Hawthorne Studies Maslow's Motivation Theory McGregor's Theory X and Theory Y Management Science Theory Organizational Environment Theory Open and Closed Systems Theories Contingency Theory References Managing a Pharmacy Scenario Introduction Definitions Management Styles Types of Managers Traditional Roles of a Manager Planning Organizing Directing Coordinating Controlling Management Skills Technical and Professional Skills Conceptual and Intellectual Skills Ethical Skills Human Resource Skills Pharmacy Manager's Roles Revisiting the Scenario References Managing Change Scenario Introduction Definitions Triggers History of Changes Three Components of Change Component of Scope Component of Depth Component of Duration Methods of Achieving Changes Structural Change Cost Cutting Process Change Cultural Change Resistance to Change Insecurity and Fear Social Issues Economic Issues Stability Impact on Business Units of the Organization Inconvenience Unions Overcoming Resistance to Change Lewin's Change Process Model Managing Change Longest's Plan Kotter's Eight-Step Plan Pettinger's Four-Step Plan Newton's Nine-Step Plan Change Management Models in Health System Pharmacy Practice in the United States Proposed Structure for Change Management Competencies of a Change Agent Why Change Management Fails Revisiting the Scenario References Managing Risk Scenario Introduction Definitions Type of Risks How Do Mistakes Happen? Continuous Risk Management Process Identification of Risks Risk Analysis Planning Tracking Control Communication Why Do Risk Management Programs Fail? Case Study of a Successful Risk Management Program Stage 1: Oversight Committee Stage 2: Five-Component Risk Management Program Stage 3: Creating a Culture of Life Safety and Management Risk Outcome Revisiting the Scenario References Problem Solving Scenario Introduction The Process Identification of the Problem Collection of Data Identification of the Causes of the Problem Selection of Causes. Generating Solutions Evaluation of the Solution for Feasibility Selection of the Best Options or Options Generation of the Action Plan Implementation and Monitoring Barriers for Implementation Systematic Problem Solving: Xerox Case Study Revisiting the Scenario References Conflict Resolution Scenario Introduction Definitions What Conflict Is Not Types of Conflict Skills Necessary for Conflict Resolution Listening Questioning Nonverbal Communication Negotiation Conflict Resolution Process Strategies for Managing Conflict Strategies for Managing Disagreement at the Point of Conflict Strategies for Managing Conflict upon Escalation Prevention of Conflict Revisiting the Scenario References Managing Stress at Work Scenario Introduction Definitions Measurement of Stress Levels among Pharmacists Impact of Stress Response to Stress Models of Stress Cognitive Appraisal Model Transactional Model Health Realization/Innate Health Model Management of Stress Individual Stress Management Programs (ISMPs) Organizational Changes Prevention of Stress Revisiting the Scenario References Team Building Scenario Introduction Groups and Teams Benefits of Team Approach Types of Teams Teams That Recommend Things Teams That Make or Do Things Teams That Run Things Skill Requirements Why Teams Are Necessary How to Build a Successful Team Stages in Developing Teams Enhancing Team Performance Indications of a Winning Team Team Building Exercises Teams in Large Organizations and Business Units Revisiting the Scenario References Effective Communication Scenario Introduction Communication Needs of Health Professionals Benefits of Effective Communication Communication Process Communication Components and Methods Nonverbal Communication Communication Skills Managing Communication How to Improve the Effectiveness of Communication Improving Communication between Pharmacist and Patient Communication Barriers How to Overcome Communication Barriers Revisiting the Scenario References Leadership Scenario Introduction Leadership and Management Visionary Leadership in Pharmacy Practice Pharmacy Leadership in High-Performance Pharmacy Practice Leadership Theories Leadership Skills Leadership Styles Leadership Styles in the United States, United Kingdom, and Ireland Emotional Intelligence Self-Awareness Self-Regulation Motivation Empathy Social Skill Leadership Wisdom Which Style Is Most Suitable? Revisiting the Scenario References Effective Delegation Scenario Introduction Definitions Benefits of Delegation Essential Skills for Delegation Process of Delegation Barriers to Delegation Case Study of a Successful Delegation in Pharmacy Practice in the United States Revisiting the Scenario References Empowerment Scenario Introduction Definitions Benefits and Costs of Empowerment Creating a Path to Empowerment Effect of Control Systems on Empowerment Dimensions of Empowerment Steps for Developing Empowerment Patient Empowerment Case Study: The Role of Pharmacists in Primary Care Barriers for Implementing Empowerment Revisiting the Scenario References Motivation Scenario Introduction Definitions Motivation Model and Phases of Motivation Motivation Theories Needs-Based Theories Extrinsic Factor Theories Intrinsic Factor Theories Benefits of Motivation Motivational Strategies Principles of Motivation Role of Incentives How to Motivate Pharmacy Staff Motivating Pharmacy Staff for Continuing Education Why Managers Fail to Motivate Employees Motivation of Managers Case Studies Based on the Model of Nohria et al. (2008) Revisiting the Scenario References Managing Cultural Diversity at Work Scenario Introduction Definitions Diversity Multiculturalism Culture Values Norms Key Cultural Indicators Challenges of Diversity Benefits of Diversity Healthcare Needs of Minority Groups in the United States Creation of a Diverse Healthcare Workforce Necessary Skills for Managing Diversity Managing Diversity Guidelines for Multicultural Collaboration Case Study from New Zealand Revisiting the Scenario References Performance Review Scenario Introduction Purpose Objectives Benefits of Performance Review Performance Appraisal of Pharmacy Staff Appraisal Methods Nontraditional Appraisal Methods Atlassian's Experiment Work Performance and Review (WP&R) Method Positive Program for Performance Appraisal Case Studies of Successful Performance Appraisal Systems Development of a Performance Evaluation System for Pharmacy Staff Proposed Method for Evaluating Pharmacists Part 1: Monitoring Work Performance Part 2: Biannual Review-Evaluation of Managerial and Leadership Skills Part 3: Action Plan Part 4: Agreement Revisiting the Scenario References Quality Management Systems Introduction Definitions General Pharmaceutical Council (GPhC) Standards Quality Assurance Programs on Pharmacy Practice NHS Quality, Innovation, Productivity, and Prevention Programme (QIPP) Australian Quality Care Pharmacy Programme (QCPP) Professional Practice Standards (PPS) and the Standards for the Provision of Pharmacy Medicines and Pharmacist-Only Medicines in Community Pharmacy Quality Management Principles References Quality Management System for Pharmacy Practice Introduction Small Business Standard (SBS) The Key Elements of the SBS Management Responsibility Business Reviews Customer Care Staff Working Environment and Processes Suppliers Documentation Preventing and Correcting Product or Service Problems Records Process for Designing a QMS Prerequisites Identifying Core and Support Processes Assurance Processes Process Approach The Structure of the QMS Operations Manuals Policy Manual Procedures Manual Work Instructions Completing the Manuals References Audits and Reviews Scenario Introduction Definitions Management Review Auditing Styles Inspectorial Style "Show and Tell" Style Collaborative Style Types of Audit Product Audit Process Audit System Audit Classification Based on Who Carries Out the Audit First-Party Audits Second-Party Audits Third-Party Audits Specific Purpose Audits Audit Skills Behavioral Skills Technical Skills Management Skills Audit Process Planning Conducting the Audit (Figure 19.1) Audit Report Revisiting the Scenario References Dispensing Errors and Near Misses Scenario Introduction Incidence of Dispensing Errors and Near Misses Dispensing Errors in the United Kingdom Dispensing Errors in the United States Causes of Dispensing Errors Use of Bar Code Technology and Automatic Dispensing Application of Crew Resource Management Management of Errors Preventive Measures Prescribing Errors Dispensing Process Administration Errors Management Responsibility Revisiting the Scenario References Patient Complaints Scenario Introduction Significance of Patient Complaints Benefits of an Effective Complaints Management System Why Do Patients Complain? How to Handle Complaints Management of Complaints Revisiting the Scenario References Appendices

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この本の情報

書名 Essential Management Skills for Pharmacy and Business Managers
著作者等 De Silva, Titus
出版元 Taylor & Francis Inc
刊行年月 2013.04.19
ページ数 464p
ISBN 9781466582590
言語 英語
出版国 アメリカ合衆国
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