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INTRODUCTION

About the Author: Dr. Caldas is an Assistant Professor at Virginia Commonwealth University (MCV campus) School of Pharmacy in Richmond. Dr. Caldas received her Doctor of Pharmacy (PharmD) in 2011 from Virginia Commonwealth University. After graduation, she pursued an ASHP/APhA-accredited Community Pharmacy Practice Residency with VCU School of Pharmacy and Kroger Pharmacy. After her residency, she opened the first Marketplace Kroger Pharmacy on the East Coast. She was tasked with hiring and developing the pharmacy team. In 2016, she joined the faculty in Virginia Commonwealth University, where she teaches human resources management and coordinates the Foundations Skills Laboratory, which focuses on community pharmacy practice and nonsterile compounding. She currently practices as an ambulatory care pharmacist at CrossOver Ministries Health, a medical home under a collaborative agreement. Dr. Caldas believes that management, when done well, is extremely difficult, but results in a dedicated staff, a culture of support, and better patient care.

LEARNING OBJECTIVES

LEARNING OBJECTIVES

After completing this chapter, readers should be able to

  1. Elaborate on the impact of human resources management in providing high-quality pharmacist services and positive work climate.

  2. Define and apply the laws involved in hiring and managing a pharmacy team.

  3. Identify critical steps in the recruitment and selection of employees.

  4. Compare and contrast job orientation, training, and development.

  5. Discuss the strategies for motivating and retaining employees.

  6. Explain the strategies of creating a climate of collegial support.

  7. Describe the principles and practices of employee performance and feedback, including progressive discipline.

SCENARIO

Sakshi Acharya has just accepted a position as pharmacy manager/pharmacist-in-charge (PIC) for a community pharmacy chain. The pharmacy fills approximately 2500 prescriptions per week with two additional pharmacists (one part-time and one full-time), seven technicians (three part-time and four full-time), and one pharmacy intern (a second-year pharmacy student). The pharmacy is open for typical retail hours: 9 am–9 pm weekdays, 9 am–7 pm on Saturday, and 10 am–6 pm on Sunday. The pharmacy manager/PIC’s responsibilities in addition to staffing her shift includes: hiring and training her technicians, managing the pharmacy team, meeting corporate policies and programs, and keeping the pharmacy in compliance of state and federal laws governing the practice of pharmacy and employees.

Sakshi has a PharmD degree and 2 years of work experience as a staff pharmacist at another pharmacy in the same chain across town. Her pharmacy district manager has let her know that the pharmacy is in need of a strong leader and will need her to “clean it up and manage the team better.” She was also tasked to increase clinical services (10% more immunizations per month and develop medication therapy management services) and increase prescriptions by 5% monthly while maintaining quality patient care and customer satisfaction.

After just 1 month on ...

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