Florida Pharmacy Technician Certification Practice Test

When calling customers about prescription information, what is the best practice?

1. Always tell the individual on the phone what medication you are calling about

2. Verify customer information before giving any details over the phone

3. If leaving a message, include detailed information about the prescription

4. Use the phone closest to the register to manage both tasks

The correct answer is: Verify customer information before giving any details over the phone

The best practice when calling customers about prescription information is to verify customer information before giving any details over the phone. This approach ensures the confidentiality and security of the patient’s health information, which is protected under laws such as HIPAA (Health Insurance Portability and Accountability Act). By verifying the customer’s identity, you avoid disclosing sensitive information to unauthorized individuals. This practice is crucial in maintaining trust and compliance with legal requirements. It reassures the customer that their privacy is being respected and that only appropriate information is being shared with them. In a pharmacy setting, practicing this level of caution helps in avoiding potential breaches of privacy that can have serious legal ramifications, both for the pharmacy and the patient. In contrast, providing specific medication details without verifying the caller’s identity increases the risk of sharing sensitive information with someone who is not entitled to receive it. Leaving detailed messages about prescriptions can lead to unauthorized access to private health information, further emphasizing the importance of proper identification verification before discussing any prescription specifics.