Business blog series…blog#5

Business blog series…blog#5

A lot of emphasis in school is placed on tests. Tests, while well intentioned show how much information has been retained after hours of memorization. The one caveat is can the test translate into true understanding.

While I definitely understand the need for testing; students need to be aware that A’s in school are just the beginning of reaching mastery in a given profession.

I was recently reading an article about football players that were preparing to be drafted and play professionally. The athletes that hadn’t been on national television and on the bubble of being drafted and not being drafted clamored at the prospects of showing their talent to any scout that would give them a chance. While the athletes that played at the high profile institutions were in discussions with their agents as if they would even show up to various events to be “tested”. I don’t begrudge the athletes, a poor performance would reduce their draft stock. Which really turns the “test” into winner takes all approach. These athletes could lose millions of dollars by being off a tenth of a second.

When I was a student, the semester started with a syllabus. Typically I saw four tests, maybe a few quizzes, and the big daddy of tests, “the final exam” on the schedule. Typically a test would be 10 percent apiece, while the final maybe 20-30 percent of your final grade. Personally, this often led to test fatigue for me, as I would do okay on the tests, but looked towards the final exam to give me the jolt I needed to get the A. I had other classmates make A’s the entire semester only to bomb the final exam. And be happy making a low A or high B as their final grade. It sort of became an academic exercise of sorts for some; wondering how many 100s they can make, to only bomb the final. It was done to mock the process in a way, and demonstrate that they didn’t have to study for the teachers final.

What’s the point! The point is that these “final exams” we have setup, whether they be academic in nature or for athletes to get drafted are flawed methods of determining lifetime performance. The tests in a way makes some of the the students forget the process. For the football players, I completely understand, the process is flawed. A bad test would definitely decrease their stock. However, someone with clout has to recognize the flaws and adjust. The final exams for students, for athletes, and in business deserve an asterisk if you’re attempting to turn that final into a comprehensive story of a persons future lifetime performance in life or sport.

As with every profession, “Consistency” is the currency of business. We consistently know what McDonald’s fries taste like whether we pick them up in California or Georgia (hold the salt 🙂 smile). And because of that consistency, it induces the consumer to seek out the product and purchase. The same thought process must be taught in school and in life.

You need good form, technique, and consistent practice to catch a ball and put balls in a hoop. You need discipline, the ability to serve customers, and provide consistency in providing quality products to be successful in business.

Give me the guy that ran the 40 yard dash 4.2, 4.3, 4.2 over the guy that ran 4.0 once. Give me the young man or woman that shows up to work ready to perform daily every day, every year and shows up rain or shine over the person that is a high performer but calls out every three weeks.

I’ll end this post with a question for you the reader and also for myself. How can we begin to quantify an employee’s consistency with metrics? For that matter, how can we quantify the managers consistency, or even ownership’s consistency over the course of business period?

Thanks for spending a moment with me. Peace!!

Business blog series…blog#4

Business blog series…blog#4

 

Prior to getting started tonight, take a moment to check out the previous business blogs.

Business blog #1

Business blog #2

Business blog #3

Leadership is difficult. The most important thing you can do on your journey to becoming a more well rounded leader is to reflect upon yourself and your own personal actions. There was a period of time in my management journey where I took cues and pages out of the book of people that “had done it before me”.

There was a mishmash of all types of leadership styles that I saw. Some of the leaders yelled. Some of the leaders might fire you before a dime hit the floor. Some leaders lead by example. Some leaders documented, documented, documented — because as this person stated “if you don’t document it, it never happened”. As you can guess, that last method created a tad bit of distrust between management and employee.

I realized my limitations very quickly as a leader. First, I lacked the knowledge of business language. And I set out on a journey reading books about business. Essentially, I kept gravitating towards the  pocket MBA type of  books. I looked at those books so much, that I decided to just try B-school for myself. This while helping to steer an organization that at the time was only 1 year old.

It was stressful process, working on the degree while managing the business;  but I quickly learned that I enjoyed my classes. And the classes where giving me foundational pieces of information that would help me lead a more efficient business.  Marketing strategy, operations management, accounting, finance to name a few were books I just kept reviewing.

B-school gave me a perspective on the science of business. At the same time, I was fulfilling a craving desire that I didn’t even realize that I had. Then, I would stumble upon those pesky management classes; that discussed managerial philosophy and the history of the industrial revolution and it’s impact on labor. How do you coach an employee to be productive? What workflows and processes do you need to have in place to effectively retain human beings? The science of business was great. While the sociology and humanism aspects of business were more difficult topics for me to decipher, because those concepts were not as  black and white.

I thought about the stressors I had been under. The stress to make things happen, create, and effectively budget while leading the ship. And I realized something…. I had these high expectations of others, and what their performance should look like. However, was I looking in the mirror and evaluating my own performance? I had employed some of the wrong cues in my leadership. The leaders before me meant well, but one size didn’t fit all. I was going to have to employ new tactics to reduce my employee turnover rate.

Was it everyone else’s fault? Did they not understand what I wanted — they just don’t see my vision? Or better yet, was it my fault and I needed to learn how to be a more effective communicator. A better leader?

The moral of this story is this…

1st — Understanding the history of human resource management is by far the chapter of any management book that you must read and re-read and study most closely. Can you hire well, and then after you hire well, can you retain quality people to help fulfill the vision that you see for your organization?

2nd — If you look up one day, and you realize that everyone is making the mistake and people just can’t understand your high standards. Take a moment, pause, and reflect and ask yourself, “are they the problem or am I the problem?” It’s funny how that can happen so quickly. Leaders tend to create a bubble for themselves. Before you know it, you’re living in a bubble where everyone else is wrong, and you’re the only one with all the answers. Remember, theres more than one way to get to a right answer in the “real world.” If you think everyone is crazy and you’re the only one that is right… or better yet, if you find yourself in a time of your life when everyone wants to run from you and you can’t figure it out… Realize that you… Yes, you the magical leader that can do no wrong, needs to reflect and look in the mirror. Take a close look and maybe find some friends and family in your life to remind you of all the times you’ve been wrong!

Two points that I hope you take a moment to consider. I hope that if leadership is the path that you’ve taken, you can always take a moment to re-evaluate yourself. Please make time to be around people that don’t think like you. It will push you to be better and do better. You need the perspective of a lot of people to truly impact the lives of millions.

Peace!

Business blog series… blog#3

Books are invaluable. Once again, I was listening to an audiobook on one of my favorite free apps the “Libby App“. The latest book on my audiobook shelf is The Infinite Game by Simon Sinek. In one of the first chapters of the book, the author discusses the difference between a finite game and an infinite game.

Finite games the authors states are games that have an endpoint (sports); while infinite games (politics or business) do not have endpoints, the game continues to be played with or without your presence.

In business, we dub the “cream of the crop” as organizations that have solid foundations in which the structure of the business allows the company to be relevant through both transitions in leadership, times of adversity, and shifts in market supply and/or demand. These businesses remain solvent even during the lean years. Lastly, these organizations in my opinion display a confident “agility to adapt” to customer demand and market variances.

Ultimately the “cream of the crop” have many attributes, but for brevity, these are some of their characteristics:

  1. The end user receives a product free of defect
  2. The product is made with quality and the product is priced to sell
  3. Customers receive satisfactory customer service, that ensures their return and lifetime usage of the product.

The third point is the glue. You can make and/or create a great product, but if that product is on the backend of “shotty” customer service — the service will overshadow the product.

Could you imagine going to a restaurant with a great chef, that has a five star menu but once you get there — the hostess berates you prior to finding you a table to sit?

All great companies have workflow diagrams to maintain consistency in their products. Customer service should not be any different. demands a workflow

Example: Workflow diagram for customer service at Point of Sale

Greeting the customer (upon entry into your establishment)–> asking the customer how you may assist them –> understanding your products and their needs (cost of each product to quickly and effectively answer their questions)  –> completing the transaction in a timely manner –> making eye contact with the customer and thanking the customer for giving you the opportunity to serve their needs

As with all things, there are breakdowns in communication. There can be a misunderstanding or miscommunication with the customer on what is an appropriate expectation/outcome for the requested service. Many things go wrong in a given day, and sometimes these breakdowns lead to bad reviews, negative feedback, and customers that will berate you. But we must always remember that customer service is an “infinite game”. The bad reviews can be painful, but they can open the managers eyes to how to more effectively manage, lead, and understand organizational missteps & shortcomings.

We build trust daily with our clients. Each day, each month, each year you must continue to fight to earn your customers business. There will be times in which your service may be less than optimal, but during those moments — make sure that your customers know how to contact you, so that they can quickly inform you of the given issue. Hopefully you will be able to provide them with a reasonable resolution.

More often than not, I’ve found that many customers simply want to be heard. It is important during these tense moments that you listen with intent. Ultimately, the customer is helping you if the feedback is constructive. If you can take that feedback and change appropriately, you too can become the “cream of the crop”.

Sam Blakemore is the Pharmacy Manager of Peds Rx Pharmacy Solutions. Connect with him via: LinkedIn

 

Healthy Dose Interview

The Healthy Dose ®, is a radio show/podcast hosted by Anthony Bolus, PharmD.

On 12/17/2020 the episode entitled “Flavor or not to Flavor: Getting kids to take their medications” was published, and I was fortunate to appear as Anthony’s featured guest. When I listened to the finished product, I could really tell the effort Anthony puts forth into the production of this show; the quality of his podcast is excellent!

I really enjoyed the opportunity to speak with him, and it’s great to see a pharmacist like himself continue to push the profession forward through his practice of podcasting.

You can view the episode at the following links:

Anchor.fm website

Spotify

iTunes

After you review that episode, please also take the time to view the bank of podcasts Anthony has taken the time to produce in the past!

Thanks for your time!

___

Sam Blakemore is the Pharmacy Manager of Peds Rx Pharmacy Solutions. Connect with him via: LinkedIn

Business blog series… blog#2

A great book for business leaders is The CEO Next Door. In the book the author describes the characteristics of folks that have made it to the top of the corporate food chain as CEO of the company.

Of the many characteristics discussed the one that stuck with me the most, is that an effective leader helps people reach their full potential.

But first things first. My mind began to rumble with the following issues… When you’re hiring how do you even know if qualified candidates fit the energy of your company? And once you trust your gut to hire the candidate; how can you determine they’re a good fit to be groomed for mentorship to reach that “full potential.”

In my years of managing people, one of the things that you can do to set your search engine to filter, is by giving the potential candidates looking to move up within the hierarchy of the organization tasks to complete.

Time after time, if you give each person enough opportunities, the cream will certainly rise to the top. Do not give meaningless tasks. Everything should count fair and square. With your focus always being transfixed on bettering your customer service and reducing defects for the consumer of your product. Thus, give the employee a task and deadline to complete the project.

And of course simply completing a project is just the beginning.

Do they complete the project with purpose? Do they complete the task in a manner that makes the business better, and fulfills the customer’s need? Is the work sloppy or is the work timely and on point? Thus, as the leader — your job is constantly to be the teacher. Grading out their work. Asking yourself constantly is this bad work, good work, above average, or great? Is this a bad idea, good idea, above average idea, or great idea?

As a mentor and servant leader you hope that they take your knowledge and push forward with their own ideas and fight for the causes that make them wake up early in the morning. All the while, you keep feeding them with your history and understanding of how things work and operate in the marketplace. Understanding that as you help them, they help both you and the customer.

In summary, servant leaders pass on the knowledge to those that are able to retain the knowledge, work hard and complete tasks in a timely manner. These folks are the type of people that push the needle forward to create better products and customer satisfaction for the consumer of the goods that your business offers.

Thus, to keep your business thriving.. you must Keep fighting for your customers business , keep serving the customer as you best know how, and keep sharing the knowledge with your employees that have ears that listen!

Sam Blakemore is the Pharmacy Manager of Peds Rx Pharmacy Solutions. Connect with him via: LinkedIn

“Ready to Work” initiatives and The Pharmacy Technician

“Ready to Work” initiatives and The Pharmacy Technician

The practice of pharmacy grows by leaps and bounds each and everyday.

The education of Student Pharmacists to take on both current & emerging roles in providing pharmaceutical care has occurred and continues to evolve. I have a firm belief that this education will satisfactorily meet and exceed the needs of both current and future patients.

While the Pharmacists education is well defined in that Boards of Pharmacy and National Associations have criteria that you must meet prior to entry into the profession. The Pharmacy Technician’s education is not as well defined. Currently technicians are educated by for-profit institutions, some but not all Community Colleges, and there are some online programs.

Question??

How can Pharmacists fully utilize their education and knowledge in both current and emerging markets – if there is not an appropriate and affordable education model to satisfactorily keep pace with pharmacy technician demand in the market?

It’s my opinion that the greatest demand for the Pharmacy Technician will be in the retail sector. There is a high turnover rate in this market and typically this is the space where an organization can take on registered pharmacy technicians that have no pharmacy experience. With an increase in mergers and acquisitions between chain pharmacy, benefit managers, and health insurers – the demand for registered pharmacy technicians will continue to increase.

Current state laws will also need to keep pace with changes in how both Pharmacists and Pharmacy Technicians are utilized in the Pharmacy.

  1. Telemedicine
  2. Pharmacy Technician verification via Barcode technology (http://www.ajhp.org/content/73/2/69?sso-checked=true)
  3. Medication therapy management
  4. Pharmacist Practitioners
  5. Collaborative practice models
  6. The increased market-share of “specialty pharmacy”
  7. Compounding pharmacies regulated by federal guidelines USP 795, 797, and 800

These are all topics to consider when considering the job market and demand for both the practicing Pharmacist and Pharmacy Technician.

What can fill the education gap?

I had never heard of the “Ready to Work” initiatives taking place in Birmingham, AL. But after meeting Ms. Dorothy Henry and leadership at Lawson State Community College — I stumbled upon an institution that is at the forefront of this community based initiative.

Ready to Work programs can offer job seekers foundational knowledge to take on entry level job positions. “Ready to Work” educational healthcare tracks include medical assistant, patient care assistant, and pharmacy technician. These programs help folks learn how to become registered and/or certified to take on entry level positions in the workforce.

Having a job that you care about and enjoy is good for the individual because it increases self-worth. It’s good for the family because it provides a stable source of income. It’s great for both the community and local economy because the money can be recycled into tangible purchases of goods, services, and long term assets.

I’ve had the pleasure of working with folks interested in becoming registered Pharmacy Technicians through this program. And I really believe that this could be an opportunity where more Pharmacists can serve and become involved in helping young people find a career in their local community. Programs like this help to ensure that there are affordable avenues for people to learn and become aware of professions that can be a source for both a rewarding career and steady income. I have posted my lecture materials online at www.samblakemore.com . Feel free to follow along and give back any comments and/or positive feedback.

Sam Blakemore is the Pharmacy Manager of Peds Rx Pharmacy Solutions. Connect with him via: LinkedInSupport the effort and Purchase Merch

 

 

 

The increasing use of DAW 9 and it’s potential impact on pharmaceutical care…

The Dispense As Written Codes that I use regularly in my practice are:

DAW 0 = NO PRODUCT SELECTION INDICATED

DAW 1 = SUBSTITUTION NOT ALLOWED BY PRESCRIBER

DAW 9 = SUBSTITUTION ALLOWED PLAN REQUESTS BRAND

Why is this important?

Dispense as written codes are important in billing/filing claims correctly to a patient’s insurance plan. Claims must be billed/filed correctly so that patients receive the appropriate drug products at the correct price.

For me… DAW 0 is used most of the time (this holds true for most pharmacists), while DAW 1 is used sparingly; a drug example for those who are not Pharmacists as to when a Pharmacist uses DAW 1 is seen in the case of  prescribing Brand Name Synthroid. Prescribers often write for Brand name Synthroid instead of Levothyroxine because this drug has a Narrow Therapeutic Index (NTI). Due to the NTI, formularies often include both the Brand and Generic products on their formularies so that patients receive appropriate pharmaceutical treatment for their thyroid conditions.

If you’re interested in reading more about NTI, please visit the FDA’s website and review the powerpoint “Quality and Bioequivalence Standards for Narrow Therapeutic Index Drugs.

So…DAW 9?

DAW 9 is increasingly becoming popular and being put into place by Pharmacy Benefit Managers (PBM’s). Typically generics have been dispensed because the generic product is the cheaper alternative when compared to the brand name product. However, increasingly manufacturers have been offering PBM’s rebates for the monies that they pay the pharmacies on the drugs cost.

In short…even when prescribers write a prescription and sign Product Substitution Permitted — the pharmacist must dispense the brand name product for the product to be covered by the patient’s insurance. This is done by changing the computer DAW code from a 0 to a 9.

So you may be asking, “how is it more profitable for the PBM’s to have higher priced drugs on their drug formularies?” I found a great article published by NCPA entitled “PBM Revenue Streams and Lack of Transparency”. The article is a quick read and outlines why Brand Name products continue to be on formulary even when a generic competitor enters the market.

Examples of using DAW 9 in my practice (Generic Drug — Condition Treated)

Dexmethylphenidate ER — ADHD

Diazepam Rectal Gel — Seizures

Methylphenidate ER — ADHD

Budesonide Respules — Asthma

What’s the effect on people and the market?

In my practice this leads to a major consultation point…

  • You and/or your family member is on a drug that insurance is requiring that Brand Name be dispensed (DAW 9). I’m not sure if your local pharmacy carries the Brand Name or Generic product. Thus, it is imperative that you contact your pharmacy days in advance to ensure this product is in stock when you attempt to refill your medication. If you don’t call ahead of time, this could potentially delay when you receive your medication, which could lead you to become non-compliant with your medication(s).

The reason that this is so important…

  • Finding the medication for your patient is important…but ensuring that your patient has access to this medication is just as important. If they can’t obtain or access the medication, then you can’t ensure their compliance on the medicine. And non-compliance ultimately can lead to hospital readmission.
  • When patient’s transition from an inpatient admission to being discharged to the outpatient setting, prescribers are often unaware of what’s on or not on the patient’s drug formularies. This can lead to confusion and delay and/or impede discharge planning which can potentially lengthen their hospital admission.

DAW 0 versus DAW 9 seems like such a trivial issue, but the increased prevalence of this small change can impact our patient’s compliance and can drive up the cost for providing healthcare.

If you have Questions related to this topic? Please feel free to leave a comment.

___

Sam Blakemore is the Pharmacy Manager of Peds Rx Pharmacy Solutions. Connect with him via: LinkedIn

 

Screen Shot 2018-01-06 at 12.53.05 AM

Writing in Plain English…

Learning how to write in plain English has been one of the most useful concepts I have learned. Effective written communication is a business litmus test. If done well, it can help the business professional build their personal brand.

Plain English is defined in Wikipedia as being…

A style of communication that uses easy to understand, plain language, with an emphasis on clarity, and avoidance of complex vocabulary.

Personally, this has been extremely important to me in the following areas:

  1. Writing business emails to convey a message the reader can easily understand.
  2. Writing incident reports to convey a message that anyone could understand.
  3. Designing business correspondence to customers regarding new services.
  4. Designing operations & workflow management forms to ensure quality employee performance that leads to better customer service.

Thus, out of respect to the the art of writing in Plain English this is the conclusion of this blog post.

For further information click this. And if you really get bored and want to read a book — I would suggest the following, Writing & Speaking at Work by Edward P. Bailey.

Regards, Sam

_____

Sam Blakemore is the Pharmacy Manager of Peds Rx Pharmacy Solutions. Connect with him via: LinkedIn

How to approach meeting someone for the first time…

So…what do you do for a living?

We all have our canned answers to describe ourselves to the strangers that ask us this question. So…I suppose for a moment, pause and reflect upon the answers you have given throughout the years.

Think of those times you were hesitant to state your job title; and also think of those times you were proud to state your job title. Consider the times you were either happy, sad, or indifferent when someone asked you “what do you do for a living.”   One thing is for certain; professional competence, college diplomas, jobs, and socio-economic status do not correlate to happiness, fulfillment, and satisfaction.

We are all on a wave but each person’s wave has different lengths. Being self aware and cognizant of this fact provides each of us with small boosts to our emotional intelligence score.

The dreaded “first impression” can certainly have different outcomes when you’re able to live in the moment of a conversation instead of replaying canned questions and answers.

If we agree that human beings are much more than job descriptors and titles; consider your own life story…

If someone had to introduce you in front of an audience; would you expect them to come to the microphone and blurt out your job title and degrees… then walk away from the microphone and sit back down?

Maya Angelou famously said, “At the end of the day people won’t remember what you said or did, they will remember how you made them feel.” Ultimately, that’s what this blog post is about.

When you meet people for the first time, please let the experience be organic. Leave the canned answers and questions in the pantry closet. I have learned from my own personal experiences that this is an important concept to apply in my life. By making this small decision, it has allowed me to not blindly box people into categories or groups—because everyone has their own story to tell.

When you meet a person for the first time, consider this… those diplomas, job titles, and trophies on the mantle are simply short highlights to the various chapters that fill a person’s unfinished book of life.

Take home statements…

  1. You do have a life outside of your career…reciprocate this truth when meeting people for the first time by not immediately going for the “what do you do for a living” question.
  2. Throw the canned questions and answers in the garbage. They will help your conversations be more refreshing and organic.
  3. Instead of asking people what they do for a living, ask instead, “can you please tell me about yourself?” This allows people to have a moment of reflection. They then have an opportunity to decide if they would like to tell you their personal story.

________________

cropped-screen-shot-2017-07-04-at-8-26-42-pm1.png

Author, Sam Blakemore, August 4, 2017.

Managing conflict…

Screen Shot 2017-07-27 at 12.31.09 AM.png

You don’t have to be a manager to run into circumstances that make you want to claw your hair out. Managing conflicts in the retail market space is like pouring a cold cup of water in a glass during the summertime. What I’m trying to get at folks, is that you’re going to have to learn how to deal with the emotions of your staff, your customers, and your family, and most importantly yourself.

First, I would like to come clean… I can be the worse at dealing with conflict. I’ve yelled and kicked many garbage cans.

Any person that is passionate about their craft strives for excellence; and if excellence is not achieved there will be frustration.

Before we get into managing conflict…Let’s consider the following:

  1. On a scale of 1 to 5; how do you manage stress?
  2. Who do you talk to about your stress?
  3. What is your outlet for your stress?
  4. When was your last vacation from your work?
  5. Do you actively take time to de-stress during your workday?
  6. Have you considered quitting your job due to stress?
  7. How often do you raise your voice in a day, a week, a month?
  8. How is your family life; do you spend enough time with friends and family?
  9. How is your sleep? Have you been getting enough rest?

I bring up those questions to lead into how conflict arises. Conflicts arise with much more earnest and ease in times of stress and exhaustion. To ensure you’re at your best; make sure you at least attempt to take care of your daily needs. Eat lunch at an appropriate time, step away for a 15 minute break to clear your mind, or take a brief walk to get away from the office.

Back to conflict! Haha…

When facing conflict with customers, employees, peers, or even family— the first thing you should do is pause. The second step should be to gather your thoughts. The third step should be to listen before speaking. Pause, gather, listen. 

What does it mean to pause you ask? The pause should be intentional. It helps you to refocus your energy into not speaking. Oftentimes I’ve found that immediately speaking, only pours fuel on a “gasoline conflict”.

Gather… To gather means to collect your emotions, your feelings, your worries, your fears, your anxieties. Conflict is an adrenaline rush. Having someone out the blue, just begin yelling or cursing can be a shock to your nervous system. Thus, gather yourself and consider why you’re standing presently in conflict. The pause allows you to actively choose to gather your thoughts and emotions.

Lastly, listen with intent. Your mind will without a doubt be racing toward the hills. This person did me wrong. This person is not right. This person is crazy. Be an active listener in the process towards solving the underlying issues of both your customers and staff. I’ve found that 9 times out of 10 a customer or staff member just needed a moment to be heard. It’s easy to underestimate the value of listening. It’s very easy to want to solve a problem; oftentimes the problems are simple problems that can be solved in 30 minutes or by the end of the business day. The big problems that can lead to conflict often are the problems that have been festering for months.

Conflict is around the corner. But…

  • Reflect and honestly evaluate your personal stressors

Next, when presented with conflict: 

  1. Pause and breathe
  2. Gather your thoughts and emotions
  3. Listen with the intent to understand

 

_________________

Screen Shot 2017-07-01 at 9.37.41 PM

Sam Blakemore is the Pharmacy Manager of Peds Rx Pharmacy Solutions. Connect with him via: LinkedIn