DIPLOMA IN PHARMACY

2021 (SECOND YEAR)

Name : Siti Maizurah Binti Zulkafli

Matric No. : PC07190118
Subject : Retail Pharmacy Community
Pharmacy : Big Pharmacy Saujana Utama
Lecturer : Sir Kamaruzzaman

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TABLE OF CONTENT
NO CONTENT PAGE
1. Apprieciation 4
2. Introduction 5
3. Big Pharmacy : 6
Founderr’s Background
History
Mission
Vision
Logo
4. Pharmacy address: 7
Google map
Sattelite map
5. Pharmacy location (outlet) 8
6. Pharmacy Layout Plan 9
7. Organisation chart 10
8. Big Saujana Utama Operation Hours 11
9. Practical student’s work schedule 12
10. Business License Of Majlis Pembandaran Selangor 13
11. Pharmacist Poison License 14-15
12. Akta Pendaftaran Ahli Farmasi 16
13. Human relationship : 17-19
Customers
Staffs
Pharmacists
14. Student with pharmacists 20
15. Student with staffs 21
16. Student with supplier 22
17. Healthcare system delivery 23-25
18. Over the counter (OTC) products 26-30
19. Rehabilitation equipments 31-38
20. Record book : 39-41
Poison b
Posison c
Pseudo book
Customer’s Invoice
Invoice file/ prescription recording file
21. Case study 42-44
22. Vitamins knowledge 45-46

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23. Health screening 47-48
24. Dispensing process, labeling, & prescription content 49-50
25. Administration, act & pharmacy’s ethics 51-52
26. Stock take 53-54
27. Conclusions 55
28. Refrences 56

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 APPRECIATION
Bismillahirahmanirahim,

Fully Thanks to His Bounty, I can complete the service as a second-year Diploma in
Pharmacy student to practice at a community pharmacy for 2 months from 27
September to 19 November 2021 successfully at Big Pharmacy Branch Saujana
Utama, Selangor.

I want to give full appreciation to my lecturer Mr Kamaruzzaman who was in charge

of guiding me from the first day until the last week as he put his trust in me to
complete this exercise within a specified period. I would like to thank my friends and
who have sparked a lot of ideas and share practical science and driving me throughout
the process of completion of this assignment.

Not forgotten to Mrs. Mai Sharina, pharmacist that provides the opportunity to
practice at the pharmacy and open up opportunities for me to gain deeper knowledge
of community pharmacies. Also, Ms. Zeenathul and Miss Asyikin as well as workers
in the pharmacy who are not stingy to provide guidance and serve me like their own
colleagues. All the knowledge I received will I have produced in this book book as a
look at the reader and my appreciation to Big Pharmacy Branch Saujana Branch.

In addition thanks to family members and friends who have been involved directly or
indirectly in helping to complete my training. Hopefully at the time they will all be
rewarded from Allah SWT.

Thank God Alhamudulillah,

In undergoing this training I have learned throughout this process to take place
successfully. It gives me a thousand very meaningful experiences.

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 INTRODUCTION
FOUNDERS’ BACKGROUND
 
Lee Meng Chuan graduated with a Bachelor’s Degree in Pharmacy from University of
South Australia. He is a qualified pharmacist and has more than 10 years of experience
in sales and marketing of pharmaceutical products and management of pharmacies.
 
His wife, Lim Sin Yin acquired her Bachelor’s Degree in Pharmacy from University
of Strathclyde. She is also a qualified pharmacist and has more than 10 years of
experience as a pharmacist, stock controller and trainer.
 
Under their leadership, the Group has grown progressively from a neighbourhood
pharmacy in Damansara Uptown to one of Malaysia’s leading pharmacy chain.

HISTORY

With a vision to build a brand based on trust and to provide customers excellent
services and products at competitive prices, the founders of BIG Pharmacy, Lee Meng
Chuan and Lim Sin Yin opened their first outlet in Damansara Uptown in year 2006.
 
From there, the BIG Pharmacy brand was recognised by many and the number of
outlets slowly grew from 1 outlet to 126 outlets.
 
As part of the Group’s plan to expand in the southern region of Malaysia, the Group
merged with RedCap Pharmacy in year 2018, My Pharmacy in year 2019 and the
combined entity now has more than 80 BIG Pharmacy outlets in Malaysia.

VISION

We strive to be one of Malaysia’s leading and most trusted pharmacy chain.

MISSION

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At BIG Pharmacy, we aim to open an outlet and build our brand in every strategic
location throughout Malaysia, and at the same time earn trust from every customer by
ensuring that we provide excellent services and products at competitive prices.

LOGO

From the word “BIG” it has it’s own meaning :

B – Be
I – In
G – Goodhealth

PHARMACY’S ADDRESS

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 No 67G, 69G & 71G, Jalan Bidara 10, Bandar Saujana Utama, 47000 Sungai Buloh,
Selangor.
GOOGLE MAP :

SATELLITE MAP :

BIG PHARMACY SAUJANA UTAMA OUTLET

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BIG PHARMACY OBJECTIVES
We want to provide and offer a wide range of products – from organic food,
supplements, rehabilitation supplies to health & beauty categories. Besides, they offer
customized services including hearing aid testing and professional dietary advices
from their trained and experienced pharmacist, dietitian and nutritionist. They strive to
provide a comprehensive health care services to their customers.

ACCREDITATIONS & AWARDS

BIG Pharmacy is committed to being one of Malaysia's leading and most trusted
pharmacy chains. Trust BIG Pharmacy and fulfill our customers' needis always their
priority.

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Pharmacy Layout Plan

Big Pharmacy Saujana Utama

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ORAGNISATION CHART

Mai Shahrina Bt Meor Hazizi

Pharmacist Manager

Zeenathul Azreen Bt Abdul Jamil Nurul Ashikin Bt Ismail

Pharmacist Pharmacist

Nurshamimi Bt Bajuri Nur Farah Ashikin Bt

Syakirah Binti Zulkiifly
Ibrahim
Supervisor
Admin, Executive
Supervisor

Farah Aida bt Mohd Ali

Sales Manager

Joanne Carmen Rasul bt Syahirah Bt Ahmad

Abdullah Pharmacist Assistant
Pharmacist Assistant

General General General General worker/

worker/ Sale worker/ Sale worker/ Sale Sale Assistant
Assistant Assist Assistant

General worker/ General General

Sale Assistant worker/ Sale worker/ Sale
Assistant Assistant

1) Big Pharmacy has 16 staffs.

2) It consist 3 practical students including myself.
3) The staffs not only in charge of sale person, but staff with HR qualification can do
administration work too.

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Big Pharmacy Saujana Utama Operation Hours :
1) Opens 7 days a week
Saturday 8:30am–9pm

Sunday 8:30am–9pm

Monday 8:30am–9pm

Tuesday 8:30am–9pm

Wednesday 8:30am–9pm

Thursday 8:30am–9pm

Friday 8:30am–9pm

2) The Pharmacy consist of 2 shifts:

Morning Shift (A) 8.00am-5.00pm
Night Shift (B) 12.00pm-9.00pm

3) Each staff gets to take day off for 2 days a week based on their schedules.

Practical student’s work schedule/ task :

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 8.15am – 9.00am Swipe, clean the floor, top-up empty
poison box inside the poison shelfs,
put plastic bag on the empty dustbin
and clear out garbage.
 9.00am-9.20am Join for product training and briefing.
Targeted products to sell. Gain
knowledge on every products in the
store.
 9.20am-9.30am Quick breakfast
 9.30am-12.30pm Check new stocks, Help staffs with
their task, help to dispense poison
under pharmacist or pharmacist
assistant supervise, arrange new
stock to it’s racks, sell targeted
products, help explain and
counselling customers and do health
checks on customers like blood
pressure checks and blood glucose
test.
 12.30pm-1.30pm Lunch Break & Zuhur Prayer
 1.30pm- 4.00pm Do some stock check, take a moment
and study about posion from
pharmacist (everyday on free time
we cover 1 poison range) & *do
weekly task from lecturer.
 4.00pm-4.45pm Usually on Wednesday and Friday
students would be given task to help
staffs to received stuff from supplier
or warehouse lorry.
 4.45pm End of shift

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Business License Of Majlis Pembandaran Selangor

13
Pharmacist Poison License

Pharmacist 1 cetificate

14
Pharmacist 2 certificate

15
Registration of Pharmacist Certificate

Pharmacist 1 certificate

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Human relationship

 With Customers :

In this picture I was

helping a customer to
get him all his medicine
prescribed by his
doctor. When the
medicine that he
wanted are not kept in
the pharmacy, I
suggest him a different
brand medicine
with the same active
ingredients, strength,
uses and price. He
agreed to take the
different brand and
was happy because the
price is way different
than what he always spent
on his medicine
before.

 With Staffs :

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 This picture shows every morning when I came to the pharmacy, I would joing and
take notes from the staffs when they are havinga a training on a different types of
products to sell. The meeting was to help all the staffs gets all the information on the
brands and added some new knowledge to help customers find their needs. I will get
the benefits as well and can help the pharmacy boosts their sales too.
Sometimes, I would ask the staffs if they need help because I will gain a lot of new
knowledge and the staffs will build trust and form a healthy relationship with me.

 With Pharmacists :

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 For my Pharmacist I would call them as “Miss” along with their name because it
shows I respect them as pharmacists and highlevel position than other staffs.
I would request my pharmacist to teach us students to know more about certain
poison to be dispense to customers. She will spent her free time to teach. I learned
about antishistamines, cough syrups and pills, steroid and antibiotic cream, ear
drops, eye drops, supplements, NSAIDs, antipyretic medicine and much more.
Therefore I know what to dispense to customers.
Other than that, as the stocks arrived, I would help pharmacist to put it on the racks
and do the FEFO method instead of FIFO method. This will gain my memory of where
the poisons placed. I will ask my pharmacist everything regarding the pharmacy, the
poisons, uncleared instructions and procedure.

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Student With Pharmacists

On my Left side is Miss Mai Shahrina binti Meor Hazizi and on my right side is Miss
Zeenathul Azreen binti Abdul Jamil.

20
Student With Staffs

21
Student with supplier

Had some chance to catch up with Miss Chew Ling. She’s a supplier from skincare
products called Eden. Once in 2 weeks she will always come on Friday and check her
products on the racks and even ask me to help her throw away expired product to be
returned and ask me to sign and chop her papers as witness who watch her do her
works. I watched her do her job, she would arrange neatly the products and count
stocks.

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Healthcare System Delivery
Health system refers to all organizations, people, and activities whose primary
purpose is to promote, restore, and maintain health. Good governance of health
systems is therefore important to ensure the delivery of essential health services to
all, whenever they are needed.
 Health services

Pharmacists hold the responsibility to deliver effective, safe, and quality

medicines and services to achieve optimal health outcomes. Competency in
their discipline and up-to-date knowledge, therefore, are pharmacists’ core in
tailoring information and advice to their patients.
 

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  Health workforce

            Well-performing pharmacists are responsive to patient’s needs and

preferences. In fact, involving patients in the health care decision-making process has
shown greater satisfaction and reduced complaints to offered services. Given the
paradigm shift from a product-oriented to a patient-entered pharmacy service,
putting the interests of patients and treating them with dignity is a must.
 

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  Health information

            As one of the most-accessible health care professionals, pharmacists are

involved in health screening and surveillance programs - checking immunization
status and detecting potential public health hazards. With reliable and timely health
information, pharmacists support the development of the public health system and
collectively reduce vulnerability to public health threats.
 

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Over The Counter Products
I mastered a lot in OTC areas since I came and work here. From the ingredients to its
uses. I also helped a lot of customers to buy over the counter medicines. Everyday I
would take my free time to detailed each and every products on the shelfs.

Antipyretic otc products

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Cough, Flu, Deworm OTC products

Eye products

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Mosquito repellent products

Antacid OTC products

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Constipation and old urine relieve OTC products

Muscle Pain OTC products

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Warts, Nail, skin irritation cream and ointments, ulcers, boils and acne cream OTC
products

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Rehabilitation Equipments

In the picture shows me and other practical student hearing experience staff
explaining about rehabilitation department.

1. WHEELS CHAIR
TYPE OF WHEEL CHAIR :
a) Home Uses
b) Travel Uses
c) Home and Travel Uses
MATERIAL OF WHEEL CHAIR :
a) Steel
b) Aluminium

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Aluminium wheelchair easy to bring everywhere because it’s much lighter.
Recommended for Travel uses.

Steel type wheelchair safe to use for home uses because of the weight.
Heavier than the Aluminium type.

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2. WALKING AIDS/WALKER
 - Walker is a type of mobility aid used to help people who are still able to walk 
TYPE OF WALKER :
a) Walker
b) Walking sticks : sticks, arm crutches, elbow crutches, rest chair & quad sticks.

3. COMMODE CHAIR
USES : A commode chair is a type of chair used by someone who needs help going to
the toilet due to illness, injury or disability. A commode chair sometimes has wheels
to allow easy transport to the bathroom or shower.

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FIRST AID PRODUCTS
1.TYPE OF BANDAGES:-
a).Crepe Bandage
b).Elastic Bandage
c).Adhesive Bandage
d).Elastocrepe Bandage
e).White Open Wove (WOW) Bandage
f).Plaster Of Paris Bandage

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2. Type Of Gauze
a) Cotton Gauze Swab
b) Non Woven Gauze Swab
c) Gauze Laparotomic Sponge

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3.TYPE OF PLASTER
a) Silk Plaster
b) Non Woven Paper Tape Plaster
c) Water Proff Plaster
d) Fabric Plaster

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4. LIST OF CONTENTS ITEM IN FIRST AID BOX :
1) Plasters in a variety of different sizes and shapes.
2) Small, medium and large sterile gauze dressings.
3) At least 2 sterile eye dressings.
4) Triangular bandages.
5) Crêpe rolled bandages.
6) Safety pins.
7) Disposable sterile gloves.
8) Tweezers.
9) Scissors.
10) Alcohol-free cleansing wipes.
11) Sticky tape.
12) Thermometer (preferably digital).
13) Skin rash cream, such as hydrocortisone or calendula.
14) Cream or spray to relieve insect bites and stings.
15) Antiseptic cream.
16) Painkillers such as paracetamol (or infant paracetamol for children),
aspirin (not to be given to children under 16), or ibuprofen.
17) Antihistamine cream or tablets.
18) Distilled water for cleaning wounds.
19) Eye wash and eye bath.

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38
Record Books
Records and documentations should be kept and updated systematically as
stipulated by the law.
1.Poison C sale, Record Book

2. Poison B sale, Record Book

3. Prescription Files, Zakat Files,

Poison Transit Files, Invoise Files,
Transfer (OUT) Files, Rental List File,
Customer Complaints File.

4. Customer Invoice & IBT OUT book

recordings.

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5. Pseudoephedrine Book.

Note:
Under the Pharmacy Legislations and
Issues :
- Sales of products containing the 5
ingredients – Codeine, Pholcodeine,
Dextromethorphan, Ephedrine and
Pseudoephedrine, while the entry
to the usual Poison C record book is
now need to be list or record
separated in its’ own book.
- Because The Malaysian
Pharmceutical Society (MPS) has
received numerous response form
community pharmacists regarding
this new recording of PCPs.
Therefore, MPS is taking the
initiative to conduct this impact
study to gather and document
feedback and suggestions from
community pharmacists concerning
this measure of trying to curb
misuse of PCPs.
https://www.mps.org.my/
newsmaster.cfm?
&menuid=37&action=view&retrieveid=33
84

*This Pharmacy does not keep any psychotropic drugs and SALE/Supply Record Book
or Special WHOLESALE Record Book.

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Receiving Records & Supply Records For Dangerous Drugs
 Name, strength and packing size products and preparations to which the
entries relate to be specified at the head of each page in the register
 Date on which supply was received & supplied
 Name&Address of person/ORGANIZATION supplied/Name & Address of
Supplier
 Prescription No/Invoice number
 Order/LPO No.
 Stock In/Stock Out & balance.

Picture of me taking notes and learning about the content should be write into the supply
records after receiving poison/ dangerous drugs from supplier.

Example for Dangerous Drug RECORD BOOK (Different product,

with different page of entry)

Supply Records For Dangerous Drugs

 Authority of person or firm supplied to be in possession (Order forms, prescriptions)
 Amount supplied
 Form in which supplied (Name, strength, pack size, batch number, expire date)
 Invoice number or Delivery order
 Stock balance

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Case Study
Patient Age Case Medicine to be dispense Indications
Name
Abdullah 25 Fungal Micanazole Nitrate Apply 2 times for
Infections (Zarin) 14 days (2 weeks)
on the infected
areas.
Rozitah 34 Diarhea & 1) Charcoal Tablets 1) 1 tab 3
Stomach 250mg (Delta times a day
aches Carbon) 2) 1 tab 3
2) Hyoscine N- times a day
Butylbromide 3) 2 caps once
10mg Tab (Fucon) daily PRN
3) Loperomide 2mg
(Lomide)
Aina 6 Fever & 1) Paracetamol 1) 7.5mL 3
(25kg) whooping 5ml/250mg Syrup times a day
cough 2) Rhinathiol Syrup 2) 5ml 3 times
Children a day
5ml/100mg
Rogeswary 27 Flu, Desoloratadine 5mg 1 Tablet once daily
sneezing & (Avorius) after meal
allergic
reaction
(itchyness)
Mohd Zikri 28 Swollen gum 1) Serrata peptidase 1) 1 tablet, 3
after taking pappase (Serrin) times a day,
out tooth 2) Naproxen Sodium after meal
275mg (Safrosyn) 2) 1 tab, 2-3
times a
day , after
meal

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Azariah 27 Tonsillitis & 1) Serrata peptidase 1) 1 tablet, 3
Syam flu pappase (Serrin) times a day,
2) Cetrizine 10mg after meal
(Zyrtex) 2) 1 tablet,
once daily
after meal

Rozita 35 Miconazole Cream 2.0% Apply 2 times for

Fungal w/v (Mico Cream) 14 days (2 weeks)
Infection on the infected
(tinea areas until the
versicolor, infection is
Panau) cleared
Faris 28 Dimenhydrinate 50mg 1-2 tablet, 2 times
Need a (Novomin) a day
prevention
from nausea
or vomiting
while
travelling
Syamirah 29 Chlorampenicol ointment Apply outside of
Eye BP 1% the eye pocket,
Infection close the eye for
few minutes, rub
the eye gently,
then open the
eye. The vision
may be blury due
to the ointment
but will dissolve in
few minutes.
Zakaria 23 Orphenadrine Citrate 1 Tablet 3 times a
Muscle 35mg & Paracetamol day (drowsy)
cramps on 450mg (Myoflex)
the legs
after sports
Muhammad 48 1) Clocichine 0.6mg 1) 1 tablet 2
Shafiq Gout, (Goutnor) times a day
Swollen 2) Diclofenac sodium 2) 1 tablet 2
feets

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 50mg (Voren) times a day
3) Serrata peptidase after meal
pappase (Serrin) 3) 1 tablet 3
times a day
after meal
Zuneeta 47 Famotidine 40mg 1 tablet , once
Gastric daily, after
meal
Naurah 30 Prochloperazine 1 tablet, 3 time
Vertigo (Primetil) 5mg a day PRN
Angelina 34 Cloperastine 10mg 1-2 tablet, 3
Dry cough (Copastin) times a day,
after meal.
Sufian 40 1) Cloperastine 10mg 1) 1-2 tablet, 3
Whooping (Copastin) times a day
Cough 2) Bromhexin 8mg after meal
2) 1-2 tablet ,
3 times a
day after
meal

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WEEK 4 : VITAMIN & SUPPLEMENT

45
*amik gambar contoh product with each vitamin

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Health screening
The pharmacy must have a suitable area with facilities to perform the tests and
provide counseling. Ensure that the devices used are in good order. Keep up to date
with the latest development and know when to refer patients to medical
practitioners. Before conducting the test, explain the procedure to the patient.
Big Pharmacy Saujana Utama provide health screening services everyday for patients
to check their blood pressure, glucose test in blood and cholestrol level in their
bodies.

- Blood Pressure check

- Glucose check

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Once awhile customers will come and ask to check their Blood Pressure readings,
Glucose test, and cholestrols test. I would help the to check and give them advice if
they were tested turned out to be not healthy as they should. For example if the
customer’s glucose test are too high, I will advice them to take less sugary drinks,
exercise more at least 2 times a week, take supplements contains bitter melon
extract or take Nutren diabetic milks and others. This oppurtunity leads me to gain
how to read the machines and understands what patients needs.

48
Dispensing process
Dispensing refers to the process of preparing and giving medicine to a named person
on the basis of a prescription. It involves the correct interpretation of the wishes of
the prescriber and the accurate preparation and labelling of medicine for use by the
patient.

Ask for the patient’s

Receive the Count the medicines Name, Address and ic
prescription and legal to it’s duuration and number to be record if
the medicine consists of
check Picking medicines
Poison B.

Dispense the
Storing medicines or medicine with a
Applying labels
hand over to patients strong and easy
descriptions to the
patient.

Clinical & final Record the

Keep the prescription
prescription in
accuraccy check in a keep file.
poison B book.

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Labeling, & prescription content

I learnt how to label syurps and tablets when dispensing. I also get to memorize how
the usage of each products and its durations.

This is an example of prescription received from a customer that needs to be

dispense.

50
Administration, act & pharmacy’s ethics

In Big Pharmacy, I learnt a little about its administrations. Staffs are paid to do admins
work too like receiving new stock invoice into the systems, transits, and stock count.
Administration work in Big Pharmacy :
1. They are responsible for IT-related documents creation, filing, renewal, and
other related ad-hoc documentation processes
2. Monitor and track the usage of all licensed software.
3. Ensure all licensed software is properly managed and deployed in a timely
manner.
4. Generate a purchase statement for the customer to file for income tax
5. Managing company IT assets and update user records.

Law and Ethics

Law and ethics work together to maintain our society. Law is a rule of conduct that is
formally recognized by a society as binding and is enforced by that society.

51
As professionals, pharmacists must use their professional skills for the benefit of their
patients and customers. Ethics involves the decision-making process required to treat
patients. Many times, the choices faced are not dealt with directly by laws.
Code of Ethics For Pharmacists 2018 has embodied minimum standards of proper
conduct and professionalism for guidance of pharmacists in Malaysia. This code also
serves as a reference when the Board considers cases of misconduct in a
professional sense.
Ethics as a pharmacist in the pharmacy:
1. Make patients your first concern
2. Be responsible of your working practices
3. Show respect for others
Use professional judgement in the interests of patients and the public
4. Encourage patients and the public to participate in decisions about their care
5. Develop your professional knowledge and competence
6. Be ethical, honest and trustworthy

PERSONAL DATA PROTECTION ACT 2010 BY BIG PHARMACY SAUJANA UTAMA

1. When applying for Membership or from time to time, you may be required to
provide certain personal information, including your full name as per your
MyKad or any other personal identification, address and contact details.
2. BIG Pharmacy respects the privacy of your personal information and has
formulated a Privacy Statement in accordance with the Personal Data
Protection Act 2010 which will form part of these Terms and Conditions.
3. The Privacy Statement will apply whenever you use our website or when you
provide BIG Pharmacy with your personal information unless it is required by
law or any regulatory authority to disclose or to share your personal
information. Our Privacy Statement may change from time to time and you are
advised to check the Privacy Statement on a regular basis.
4. BIG Pharmacy and other affiliates under the strategic alliances reserves the
right to use the database information for cross selling, marketing and
promotions activities. Rest assured that we’ve taken reasonable steps to
ensure that your privacy and confidentiality is protected. If you do not wish to
receive any promotional or direct marketing material, please notify us via
email to e-commerce@bigpharmacy.com.my.

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Stock take

53
A stock take is the process of checking your inventory. Stocktaking,
otherwise known as stock counting or inventory checking, is the act of
physically verifying the quantity and condition of your sellable inventory
currently held. How much you have in stock, as well as the condition of
goods and recording the results in a report. A stock take helps you keep
track of inventory.

54
 CONLUSIONS

In a nutshell, this internship has been an excellent and rewarding experience. I can
conclude that there have been a lot I’ve learnt from my work at Big Pharmacy
Saujana Utama. Needless to say, the technical aspects of the work I’ve done are not
flawless and could be improved provided enough time. As someone with no prior
experience in retail work, I believe my time spent in research and discovering it was
well worth it and contributed to finding an acceptable solution to build a fully into
retail pharmacies. Two main things that I’ve learned the importance of are time-
management skills and self-motivation.

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 REFRENCES
 https://www.ipsf.org/article/role-pharmacists-health-systems

 https://www.ijpbs.com/ijpbsadmin/upload/ijpbs_5243a2405b2f5.pdf

 https://www.bigpharmacy.com.my/

 https://www.pharmacy.gov.my/v2/sites/default/files/articles-upload/

code-ethics-fa-web.pdf

 https://katanamrp.com/blog/stocktake/

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