COLLEGE OF NURSING AND PHARMACY
C-PPD1 – DISPENSING 1 (DISPENSING PROCESS, READING &
INTERPRETING THE PRESCRIPTION AND OTHER MEDICINE ORDERS)
First Semester | AY 2021-2022
Module 1: Introduction to Dispensing Part 1
Time Frame: Week 1 & 2 (8hours)
Schedule of synchronous sessions:
Mapped Learning Outcomes and Course Content for C-PPD1 Dispensing 1, Module 1
Target Learning Outcomes Content and Activities
Hour (At the close of the period allotted, Online Session Offline Session
students should have :)
8 hours • Identifying the principles Interactive lecture: Worksheets Activity for Laboratory
of good customer service. Introduction to Written Report#1: Patient
• Showing the interpersonal Dispensing Part 1 Counselling
and intercultural
communication -Principles of Good Assignment: Essay Writing
• Demonstrating handling of Customer Service
different types of clients. - Principles of
• Preparing a standard script Interpersonal and
for receiving patients. intercultural
• Demonstrating reporting communication
of untoward incident. - The Four Principles
• Discussing the company of Interpersonal
policies and procedures. Communication
• Demonstrating the values - Principles of
of respect and handling different
professionalism. types of clients
1. Content / Discussion / Learning Resources / Link
Principles of Good Customer Service
Customer Service means…
◎ What Customer Service means to you?
◎ Cite one “best” and one “worst” customer service experience.
A good customer service requires…
◎ Solving customer problems with no hassle
◎ Solving customer problems promptly
◎ Providing people who know what they are doing
◎ Providing people empowered to solve customer problems
◎ Treating people with dignity and empathy
◎ Correcting mistakes when they are made (adapted from Karr and Blohowiak, 1997)
Faculty: Jethro M. Ocampo, RPh Page 1 of 4
COLLEGE OF NURSING AND PHARMACY
C-PPD1 – DISPENSING 1 (DISPENSING PROCESS, READING &
INTERPRETING THE PRESCRIPTION AND OTHER MEDICINE ORDERS)
First Semester | AY 2021-2022
Principles of Interpersonal and intercultural communication
The Four Principles of Interpersonal Communication
◎ Interpersonal communication is inescapable
◎ Interpersonal communication is irreversible
◎ Interpersonal communication is complex
◎ Interpersonal communication is contextual
A. Interpersonal communication is inescapable
◎ “You cannot not communicate”
B. Interpersonal communication is irreversible
◎ Once something is spoken it cannot be unspoken
Faculty: Jethro M. Ocampo, RPh Page 2 of 4
COLLEGE OF NURSING AND PHARMACY
C-PPD1 – DISPENSING 1 (DISPENSING PROCESS, READING &
INTERPRETING THE PRESCRIPTION AND OTHER MEDICINE ORDERS)
First Semester | AY 2021-2022
C. Interpersonal communication is complex
◎ Communication is complicated due to the number of identity variables
D. Communication is Contextual
All of the communication happens in a contextual framework, which includes the following:
◎ Psychological context refers to the state someone is in.
◎ Relational context refers to the degree of depth you have with the other person.
◎ Situational context refers to the engagement where the communication is happening
◎ Cultural context refers to the learned behaviors and norms of a particular culture
Principles of handling different types of clients
The irate customer
◎ Remain Calm
◎ Assure the customer you know how to solve the problem, and then provide a solution as soon as you
can
The talkative customer
◎ Focus on the business of the customer
◎ Should the conversation digress from the topic, politely redirect the discussion back to the main issue
The mistaken customer
◎ Do not correct them right away
◎ Be polite
The elitist customer
◎ Assert that you are qualified to help them
◎ Thoroughly address their concerns
The positive customer
◎ Just continue giving the best service to them and they'll likely to stick to your brand.
LABORATORY WORKSHEET
WRITTEN REPORT NO. 1
PATIENT COUNSELLING
◎ Prepare standard script for receiving patients and present on the class by role playing (Community
Pharmacy Setting)
◎ Group Work:
Presentation skill – 9pts
Presentation content – 12pts
Grammar – 9pts
Faculty: Jethro M. Ocampo, RPh Page 3 of 4
COLLEGE OF NURSING AND PHARMACY
C-PPD1 – DISPENSING 1 (DISPENSING PROCESS, READING &
INTERPRETING THE PRESCRIPTION AND OTHER MEDICINE ORDERS)
First Semester | AY 2021-2022
2. Assessment of Learning
This section will enable you to do self-check of your progress in the discussion. During the self-
evaluation, you are expected to practice the virtue of honesty. A score equivalent to 75% will enable you to
proceed to the assignment section. A separate sheet will be utilized to answer the questions in this section.
You may repeat answering the questions until the required score equivalent is acquired.
Essay: (Minimum of 10 Sentences)
◎ Components of respect and professionalism in Pharmacy practice
◎ Importance of professionalism in the Pharmacy Practice
3. Evaluation of Learning
For the evaluation of learning for Module 1, a scheduled quiz will be assigned in the Google Classroom and
will be taken before the start of the next Module during the Synchronous Class.
References
Adams, C.H. and Jones, P.D. Therapeutic communication for health professionals (2011/latest edition)
Blenkinsopp, A. and Panton, R. Health promotion for pharmacists (1991/latest edition)
Gupta, GD, NK Jain, Modern Dispensing Pharmacy (2011)
Pharmacists talking with patients: a guide to patient counseling / Melanie J. Rantucci. (2012)
Congratulations for having completed this C-PPD1 Module 1! See you in the next Module
Faculty: Jethro M. Ocampo, RPh Page 4 of 4
