I. Business Environment – the Canadian Pharmacy Landscape
Section Editor: Roderick A. Slavcev
1. Industry Analysis: The Past, Present and Future – Roderick A. Slavcev
2. Macro-environmental Analysis – Harold Lopatka
3. Micro-environmental Analysis – Roderick A. Slavcev
4. Stakeholder Analysis – Atul Goela
II. Analysis and Planning
Section Editor: Alan Low
5. Essential Components of a Strategic Plan – Jason Perepelkin, Dr Kishor M. Wasan
6. The Foundations of Building a Successful Strategic Plan – F.A. Derek Desrosiers
7. The Pharmacist Entrepreneur –Alan Dresser, Michael S. Jaczko
8. Assessing the Critical Attributes of a New Venture –Roderick A. Slavcev
III. Leadership, Management, Entrepreneurship and Personal Effectiveness
Section Editor: Kevin W. Hall
9. Leadership and Management – Kevin W. Hall, Ron McKerrow
10. Change Management – Meagen Rosenthal, Kevin W. Hall, Ross T. Tsuyuki
11. Personal Effectiveness – Kevin W. Hall, Ron McKerrow
12. Professional Competence and Ethics – Rene Breault, Jill Hall
13. Personal Finance – Mike Sullivan
IV. Financial Management for Your Practice
Section Editor: Michael S. Jaczko
14. Financial Statements and Forms of Business Ownership – Rubin Cohen
15. Statements Included Within Financial Statements –Michael S. Jaczko
16. Financial Ratios: Putting the Numbers to Work –David Cunningham
17. The Canadian Third-Party Payer Market – Mike Sullivan
18. Hospital Financial Administration – Bill Wilson
V. Risk Management
Section Editor: Michael S. Jaczko
19. Managing Risk in a Pharmacy Setting – Michael S. Jaczko
20. Insurance Basics – Michael S. Jaczko,Ron Poole, John T. Hunt
VI. Operations
Section Editor: Rita E. Winn
21. Pharmacy Operations – Jody Shkrobot
22. Inventory Management – Rick Brown
23. Loss Prevention in Pharmacy – Leigh Jones
24. Safety and Security in Pharmacy – David Toner
25. Pharmacy Services – Stacy Johnson
26. Contingency Planning – J. Reddy Bade, Anita Brown, Bob Brown, Aleksandra Trkulja
27. Legal Considerations for Pharmacy Operations – Della R. Croteau, Mark N. Wiseman
VII. Quality Control, Quality Assurance and Continuous Quality Improvement
Section Editor: Kevin W. Hall
28. Medication Incidents and Quality Improvement – Todd A. Boyle, Certina Ho
VIII. Human Resources Management
Section Editor: Rita E. Winn
29. Introduction to Human Resources Management – David Town
30. Creating a Desirable Workplace: The Eternal Circle – Susan E. Beresford
31. Effective Management Styles – Billy B. Cheung
32. Effective Management of Human Resources – R. Mark Dickson
33. S.H.O.T.: Screening, Hiring, Orientation and Training – Rita E. Winn
34. Performance Management – Rita E. Winn
35. Conflict Management and Progressive Discipline – R. Mark Dickson
36. Managing in a Unionized Environment – Tracey Phillips, Mark Coulter
37. Legal Considerations in Employment and Labour Law – P.A. Neena Gupta, Roger Tam
IX. Developing, Implementing and Managing Clinical Pharmacy Services
Section Editor: Alan Low
38. Developing Patient Care Services – Alan Low
39. Planning Patient Care Services –John Shaske
40. Implementing Patient Care Services –John Shaske
41. Evaluating Patient Care Services – Carlo A. Marra, Nicole W. Tsao
X. Organizational, Business and Professional Communications
Section Editor: Jason Perepelkin
42. An Introduction to Pharmacist Communications, Communication Models and Theories – Lisa M. Guirguis
43. Communicating with Pharmacy Employees – Jason Perepelkin
44. Communicating with Your Patients and Across Cultures – Kyle John Wilby, Zubin Austin
45. Communicating with Other Health Care Professionals – Jason Perepelkin
46. Advocacy and Strategic Communications – Jeff Morrison
XI. Marketing, Promotion and Customer Service
Section Editor: Jason Perepelkin
47. Introduction to Marketing and Key Concepts – Jason Perepelkin
48. Unique Characteristics of Products as Services – Jason Perepelkin
49. Loyalty, Consumer Behaviour and Evaluation – Michael Boivin
50. Market Segmentation and Strategy – Grant Alexander Wilson
51. Marketing Communications – Anne Marie Wright
52. Social Media Marketing – Kelly A. Grindrod
XII. Business Plans
Section Editor: Roderick A. Slavcev
53. Business Planning to Business Plan – Vezna Nguyen, Bryan Davis
Glossary
Index
