Question

What should the technician remember in regard to proper use of the telephone in the community pharmacy?

a) Answer the phone before waiting on customers.
b) Refer refill orders to the pharmacist.
c) Begin a phone conversation with a ceremonial courtesy.
d) Provide information about adverse reactions if asked.

Answer 1

The best telephone practice for a technician in a community pharmacy is to begin a conversation with a ceremonial courtesy, emphasizing respectful communication.

Step-by-step explanation:

In a community pharmacy, it is important for a technician to follow appropriate telephone etiquette and protocol. While each of the answer choices contains an aspect of proper telephone use, choice c) Begin a phone conversation with a ceremonial courtesy embodies the principle of professional and respectful communication which is critical in healthcare settings. Answering the telephone promptly and politely places an emphasis on patient care and service. However, in terms of priority, a technician should generally assist customers in-person before answering the phone, making choice a) inaccurate. For choice b), it would be more appropriate for a technician to take refill orders under the supervision of a pharmacist, but pharmacists should review them prior to dispensing. Lastly, giving out information about adverse reactions (choice d) may require specific pharmaceutical knowledge and hence should be referred to the pharmacist to ensure accurate and safe patient counseling.