Creating a performance appraisal template for pharmacy technicians using the method of equal-appearing intervals

OBJECTIVE: To design a highly quantitative template for the evaluation of community pharmacy technicians' job performance that enables managers to provide sufficient feedback and fairly allocate organizational rewards. DESIGN: Two rounds of interviews with two convenience samples of community pharmacists and pharmacy technicians were conducted. The interview in phase 1 was qualitative, and responses were used to design the second interview protocol. During the phase 2 interviews, a new group of respondents ranked technicians' job responsibilities, identified through the initial interviewees' responses, using scales the researchers had designed using an interval-level scaling technique called equal-appearing intervals. SETTING: Chain and independent pharmacies. PARTICIPANTS: Phase 1-20 pharmacists and 20 technicians from chain and independent pharmacies; phase 2-20 pharmacists and 9 technicians from chain and independent pharmacies. MAIN OUTCOME MEASURES: Ratings of the importance of technician practice functions and corresponding responsibilities. RESULTS: Weights were calculated for each practice function. A weighted list of practice functions was developed, and this may serve as a performance evaluation template. Customer service-related activities were judged by pharmacists and technicians alike to be the most important technician functions. CONCLUSION: Many pharmacies either lack formal performance appraisal systems or fail to implement them properly. Technicians may desire more consistent feedback from pharmacists and value information that may lead to organizational rewards. Using a weighted, behaviorally anchored performance appraisal system may help pharmacists and pharmacy managers meet these demands.     

Pharmacists' job satisfaction and perceived utilization of skills.

The relationship between job satisfaction and perceived utilization of skills among pharmacists practicing in institutional and ambulatory care settings in Arizona was studied, and factors thought to influence pharmacists' perceived utilization of skills were evaluated. Questionnaires on job satisfaction and perceived utilization of skills were mailed to a random sample of 600 pharmacists. Information on workplace factors such as hours worked, practice setting, and job title was collected. A 4-item measure of general job satisfaction and a 10-item measure of perceived utilization of skills were used. Responses were measured on a five-point Likert scale ranging from "strongly disagree" to "strongly agree." The response rate was 35%. There was a significant positive relationship between job satisfaction and perceived utilization of skills and between job satisfaction and adequate staffing, where "staffing" referred to factors such as competence of coworkers and workload. Pharmacists with training beyond a B.S. degree in pharmacy were more satisfied with their job than those whose highest degree was a B.S. in pharmacy. Pharmacists practicing in institutional settings, pharmacists with management titles, and older pharmacists perceived that they were utilizing their skills to a greater extent than did pharmacists practicing in ambulatory care settings, pharmacists with a general staff title, and younger pharmacists. Among a sample of Arizona pharmacists in institutional and ambulatory care settings, job satisfaction was influenced by perceived utilization of skills, staffing, and education; practice setting, job title, and age were significantly related to perceived utilization of skills.     

Job satisfaction of HMO pharmacy personnel.

This study identifies and examines the job satisfaction of pharmacy personnel in a large integrated prepaid group practice HMO. A large share of pharmacy personnel were satisfied with almost all aspects of their jobs. There were few differences between pharmacists and support personnel in satisfaction with specific aspects of their jobs. Among pharmacists, the challenge of their work, their management, and their physical working environment were the most significant factors in their overall job satisfaction while among support personnel the control of their work was the only significant factor. It seems that working in a large HMO can be satisfying for pharmacy personnel.     

Certified pharmacy technicians' views on their medication preparation errors and educational needs.

PURPOSE: The perceptions of certified pharmacy technicians about their medication preparation errors and educational needs were studied. METHODS: A nationwide random sample of 3200 certified pharmacy technicians was mailed a survey with open-ended questions soliciting information about how pharmacists have handled and should handle technicians' medication preparation errors. The participants were also asked about their training needs and continuing-education preferences. RESULTS: A total of 1004 responses (31.4%) were obtained, of which 835 were analyzed. Of the respondents, 44% reported working in chain community pharmacies and 27% in hospital pharmacies. The factors perceived to contribute most to technicians' medication preparation errors were interruptions and inadequate staffing. Pharmacists' most frequent response to an error was to make the technician aware of it and require him or her to correct it. Only about 17% of the respondents indicated that the pharmacist used the error as an opportunity to provide instruction on how to avoid future errors. CONCLUSION: A nationwide sample of certified pharmacy technicians ranked interruptions and inadequate staffing as the factors contributing most to their medication preparation errors.     

The pharmacy supervisor and the employee pharmacist's job satisfaction

It seems obvious that satisfaction with one's immediate supervisor would have a significant impact on one's general job satisfaction. However, this relationship has received little attention in the pharmacy literature. This study was designed to determine 1) whether there are differences in job-related satisfaction between pharmacists whose immediate supervisors are pharmacists and those whose supervisors are not pharmacists, and 2) whether the occurrence of conflict between a pharmacist and his or her immediate supervisor is related to the employee pharmacist's job and career satisfaction. The most pronounced finding was the importance of supervisors being pharmacists: satisfaction on five of six satisfaction subscales was related to whether one's supervisor was a pharmacist. Moreover, pharmacists who had the fewest conflicts and disagreements with their supervisors were more satisfied with their choice of pharmacy as a career, their employers, their supervisors, and their jobs.     

A survey of job satisfaction, sources of stress and psychological symptoms among New Zealand health professionals

AIM: To assess job satisfaction, job-related stress and psychological morbidity among New Zealand physicians, surgeons and community pharmacists and provide a comparison with New Zealand general practitioners (GPs). METHODS: 411 physicians, 330 surgeons and 400 randomly sampled community pharmacists, were surveyed. Psychological morbidity was assessed by the General Health Questionnaire (GHQ-12) and job satisfaction by the Warr Cook Wall scale. RESULTS: Response rates were 70.5% for physicians, 69% for surgeons and 76% for community pharmacists. Job satisfaction scores for surgeons were similar to scores for GPs. Pharmacist and physicians scores were lower. Job satisfaction varied according to gender, the relative amount of time spent in public practice and the perceived ill effects of work on health. Pharmacists had the highest number of cases with significant scores on the GHQ-12 scale, with physicians and surgeons scoring similar to GPs. In each of these health professional groups approximately 10% described a level of symptoms that is associated with more severe psychological disturbance. CONCLUSIONS: All three groups were generally satisfied with their jobs. Pharmacists were significantly less so. Physicians and surgeons reported similar levels of psychological morbidity to GPs, which have been previously reported as a cause for concern.     

Pharmacy workers’ perceptions and acceptance of bar-coded medication technology in a pediatric hospital

BackgroundThe safety benefits of bar-coded medication-dispensing and administration (BCMA) technology depend on its intended users favorably perceiving, accepting, and ultimately using the technology.Objectives(1) To describe pharmacy workers’ perceptions and acceptance of a recently implemented BCMA system and (2) to model the relationship between perceptions and acceptance of BCMA.MethodsPharmacists and pharmacy technicians at a Midwest U.S. pediatric hospital were surveyed following the hospital’s implementation of a BCMA system. Twenty-nine pharmacists' and 10 technicians’ self-reported perceptions and acceptance of the BCMA system were analyzed, supplemented by qualitative observational and free-response survey data. Perception-acceptance associations were analyzed using structural models.ResultsThe BCMA system’s perceived ease of use was rated low by pharmacists and moderate by pharmacy technicians. Both pharmacists and technicians perceived that the BCMA system was not useful for improving either personal job performance or patient care. Pharmacy workers perceived that individuals important to them encouraged BMCA use. Pharmacy workers generally intended to use BCMA but reported low satisfaction with the system. Perceptions explained 72% of the variance in intention to use BCMA and 79% of variance in satisfaction with BCMA.ConclusionsTo promote their acceptance and use, BCMA and other technologies must be better designed and integrated into the clinical work system. Key steps to achieving better design and integration include measuring clinicians’ acceptance and elucidating perceptions and other factors that shape acceptance.     

Development and validation of an instrument to measure professional self‐perception and job satisfaction of Portuguese community pharmacists

□ A questionnaire was developed to assess job satisfaction and professionalism, and sent to a stratified randomised sample of Portuguese community pharmacists □ The ratio of male to female between owner and employee groups was roughly equal, indicating little sex bias between these groups □ Job satisfaction and career satisfaction items could not be differentiated in the sample □ Combined job and career satisfaction scores showed significant differences between male and female pharmacy owners and employees, with the female pharmacy owner group showing the highest job and career satisfaction score     

Exploring the relationship between pharmacists' job satisfaction, intention to quit the profession, and actual quitting

BackgroundTo date there has been no published research on the link between job satisfaction and intentions to quit the profession among pharmacists.ObjectiveTo explore job satisfaction, intentions to quit the profession, and actual quitting among pharmacists on the Royal Pharmaceutical Society of Great Britain Register.MethodsJob satisfaction of pharmacists was measured as part of a workforce census using a validated satisfaction scale. Pharmacists were asked about their intentions to quit pharmacy within the next 2 years and follow-up was done using secondary analysis to see if they had quit within this timescale. Mean values for the satisfaction scale items were recorded and regression techniques were used to explore factors affecting job satisfaction and intentions to quit. The workforce census questionnaire was completed by 32,181 pharmacists (response rate = 76.6%). This article considers the job satisfaction and intentions to quit of pharmacists under state pension age who were working in the community, hospital, and primary care sectors (n = 21,889).ResultsOverall, pharmacists appeared to be satisfied with their work, although female pharmacists were more satisfied than their male counterparts. Pharmacists working in the community sector were less satisfied than those in other sectors. Remuneration was consistently ranked as 1 of the aspects of their work that pharmacists found least satisfying, regardless of age, sex, or sector of practice. Strength of desire to practice pharmacy was a predictor of both job satisfaction and intentions to quit pharmacy.ConclusionsSeveral factors were found to affect pharmacists' intentions to quit the profession including sex, age, job satisfaction, and strength of desire to practice pharmacy. However, only a relatively small proportion of pharmacists who expressed an intention to leave the profession appeared to have done so, suggesting that intentions may not be translated into action in this group of pharmacists.     

Clinical career ladders: application to hospital pharmacy practice

The reasons for job dissatisfaction among hospital pharmacists are reviewed, and an option for ameliorating the problem by offering clinical career ladders is advanced. Not enough new pharmacists are being trained to replace those leaving the profession, and hospital pharmacy managers seeking to recruit and retain quality pharmacists are facing stiff competition from retail outlets, academia, and the pharmaceutical industry. Hospital staff pharmacists report less of a sense of accomplishment than other workers and are more likely to change jobs. Although inadequate pay and benefits are frequently cited, one investigator found that the greatest source of dissatisfaction was the lack of opportunity for advancement. Other professions facing similar problems have experimented with a system of parallel career ladders in which alternatives to the traditional managerial advancement track are offered. Staff nurses on a clinical ladder remain in a direct patient-care role while ascending a hierarchy of clinical practice levels; each level brings greater responsibility and rewards. Outcomes have included improved recruitment, decreased turnover, and increased interest in educational programs. In pharmacy, each level of a clinical career ladder would be defined by explicit criteria for knowledge and skill in patient care and drug therapy. As in nursing, such a ladder would create advancement opportunities and reward the acquisition of knowledge and skills. Several hospital pharmacy departments now offer clinical career ladders. Implementation of clinical career ladders has the potential to enhance the job satisfaction of hospital pharmacists and improve their recruitment and retention.     

Job satisfaction and the association with involvement in clinical activities among hospital pharmacists in Hong Kong

Objectives To describe the relationship between job satisfaction of hospital pharmacists and the extent of their involvement in clinical pharmacy activities, and to examine if demographics and practice characteristics are associated with the extent of involvement in clinical pharmacy activities and job satisfaction. Methods A cross‐sectional study was conducted by surveying with a self‐administered questionnaire mailed to all full‐time pharmacists employed by the Hospital Authority, Hong Kong. Key findings Respondents reporting job and career satisfaction averaged near the neutral point. The results indicated an unmet expectation of work balance between clinical activities and drug distribution, with the majority of responding pharmacists desiring a shift of work balance from more drug distributive roles towards more clinical activities. The results also suggested that an unmet expectation in work balance affects job and career satisfaction, particularly in younger, frontline pharmacists. Conclusions Younger, frontline pharmacists reported lower job satisfaction and a greater gap of unmet expectations in their work balance. This study highlights the importance of pharmacists' involvement in clinical activities, as job enrichment would improve job satisfaction and maximise benefits towards patients and healthcare organisations.     

Job satisfaction among U.S. pharmacists

A review of the literature on job satisfaction that is relevant to pharmacists is presented. Studies conducted in the United States between 1951 and 1982 were evaluated to answer two questions: (1) What is known about the level of job satisfaction among pharmacists? and (2) What factors are related to pharmacists' job satisfaction? Some study populations were selected on the basis of work setting, others on position in the job hierarchy, and others on different criteria. Job satisfaction measures were of two general types, facet-free measures, which assess overall satisfaction, and facet-specific measures, which gauge satisfaction with respect to a specific aspect of the job. Pharmacists in the studies represented a wide variety of work settings and geographic locations. Most of the studies were not comparable because they used instruments unique to a particular study. In some cases, response rates were low and sample sizes were small. Frequently, results were not analyzed statistically for significance. A few studies compared pharmacists with other job populations; the differences were not striking, although pharmacists may be slightly less satisfied with their specific jobs than the general public. Repeatedly, job position and ability utilization appeared related to pharmacists' job satisfaction. Further study of the extent, causes, and consequences of pharmacists' job satisfaction is needed. Research methods should be designed so that results can be analyzed and compared statistically.     

Assessing pharmacy technician certification: A national survey comparing certified and noncertified pharmacy technicians

ObjectivesTo compare viewpoints of nationally certified and noncertified technicians and explore the perceived value of technician certification in the job performance domains of medication safety, skills and abilities, experience, engagement and satisfaction, and productivity.MethodsA cross-sectional survey of pharmacy technicians, from 6 states representing 4 regions of the United States, was conducted. Technician mailing lists were purchased from Boards of Pharmacy, and randomly selected technicians were sent survey invitations. Surveys were completed via Qualtrics and analyzed with the use of SAS.ResultsSix hundred seventy-six technicians (547 certified, 103 noncertified, and 26 previously certified) responded to the survey (9.4% response rate). Certified technicians reported significantly higher confidence rating for desire to take on new responsibilities (P < 0.01; Cohen d 0.45) and plans to remain in the pharmacy field (P = 0.01, Cohen d 0.35), lower rating for leaving the job in the next 12 months (P < 0.01; Cohen d 0.35), and perceived lower rate of medication errors (P < 0.01; Cohen d 0.35) compared with other technicians in the work setting. The majority of respondents stated confidence in performing the “final check” on another technician’s preparation of a new or refill medication if allowed. Both certified and noncertified technicians noted dissatisfaction with pay. The majority of respondents reported that they spent none of or less than 10% of their workday assisting pharmacists with medication therapy management (MTM) sessions, immunizations, or point-of-care tests; however, 71 respondents specifically described how they assist pharmacists with MTM.ConclusionResults from our survey sample indicate that certified technicians have a stronger organizational and career commitment and desire to take on new roles. A majority of respondents noted dissatisfaction with pay but feel a sense of pride in their work. Both groups were confident in their abilities needed for tech-check-tech product verification.     

Errors remaining in unit dose carts after checking by pharmacists versus pharmacy technicians

The accuracy of pharmacists and pharmacy technicians in checking unit dose carts was compared. One-half of the unit dose patient medication drawers, for a 92-bed medicine service in a 450-bed teaching hospital, were checked by pharmacy technicians and the remaining by pharmacists. These drawers then were checked again to determine the number and type of checking errors committed by technicians and pharmacists. During the 10-day study, carts checked by pharmacists contained over twice as many errors (1.85%) as similar carts checked by technicians (0.87%). The results suggest that pharmacy technicians could probably be trained to perform the cart-checking task in unit dose drug distribution systems. Time-extended studies should be done to determine if technician performance is maintained after the novelty of the task wears off.