Session Title: Dispensing a Dose of Disney (1 CE credit)
Session Description: It’s a bold frontier on the bench these days! Countless pharmacy professionals are voicing concerns for providing dynamic patient care in troubling scenarios, particularly when controlled substances are involved. Interestingly enough, Walt Disney addressed this a decade ago when planning the opening of his first amusement park, which obviously continues to thrive today. Now it’s time to apply those same principles in community pharmacies. This presentation aims to provide pharmacy professionals with a toolbox of tangible strategies to provide the best patient care.
Session Objectives:
- Recall the components of Disney-style customer service.
- Identify customer service best practices while providing patient care in a community pharmacy setting.
- Recall the “DEA Red Flags.”
Bio: Dr. Mark Garofoli is a 2004 graduate from the University of Pittsburgh School of Pharmacy and a 2008 graduate of the Strayer University MBA program. He is board certified in Geriatric Care (BGCP), along with having APhA certificate training in Immunizations and Medication Therapy Management (MTM). He began his career with CVS Health for a decade of being a community pharmacist and “climbing the corporate ladder.” Eventually he made the decision to switch gears and focus more on clinical aspects by joining Humana Healthcare to perform medication therapy management, or MTM, for six years. In 2015, he accepted a position with the West Virginia University (WVU) School of Pharmacy to develop an MTM program focusing on pain management, which then evolved into a managed care program performing reviews of patient’s pain management treatment plans. Dr. Garofoli is also the coordinator of the West Virginia Expert Pain Management Panel, which developed the West Virginia Safe & Effective Management of Pain (SEMP) Guidelines (www.sempguidelinesorg). Currently, he is a Clinical Assistant Professor and Director of Experiential Learning for the WVU School of Pharmacy, along with being a Clinical Pain Management Pharmacist at the WVU Medicine Center for Integrative Pain Management.
Mark has been a consultant in the field of pain management on many different avenues such as being a grant reviewer for the CDC, an expert witness in multiple criminal and civil court cases, numerous interviews and articles locally and nationally, and recently was the recipient of the West Virginia GenerationRx Award. Dr. Garofoli is also a certified pain educator and conducts presentations across the country revolving around pain management, substance-use disorder (addiction), drug diversion and illicit substances. He enjoys the many blessings in his life with his beautiful and beyond intelligent wife, Dr. Gretchen Garofoli, and his son Luke in Morgantown, West Virginia.