Assessor Resource

SIRCCPM502
Manage pharmacy sales and service delivery

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to persons with managerial responsibility in community pharmacies and may include management across single or multiple outlet businesses.

Persons in this role are required to apply initiative and judgement, using a range of problem-solving and decision-making strategies.

This unit describes the performance outcomes, skills and knowledge required to monitor, maintain and improve pharmacy sales and service delivery.

It involves the continuous improvement of operations by seeking, evaluating and reporting feedback from customers and colleagues on sales and service delivery and working conditions; and sourcing and negotiating adequate supply of stock and other necessary resources in accordance with pharmacy policy.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

maintain, monitor, improve and evaluate sales and service delivery

communicate sales and service targets and plans to relevant personnel and provide feedback on operations and outcomes

maintain and interpret data on sales and service delivery

negotiate and arrange supply of goods

maintain, monitor and evaluate supply of stock.

Context of and specific resources for assessment

Assessment must ensure that competency is:

observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment guidelines

demonstrated over sufficient time to include handling of a range of contingencies

demonstrated in a real or simulated pharmacy environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.

Assessment must ensure access to:

a front-of-pharmacy sales and services team

real or simulated customers with different requirements

relevant documentation, such as:

awards and agreements governing the employment of pharmacy staff

pharmacy quality procedures

relevant legislation and statutory requirements, including WHS requirements applicable to the sales environment

pharmacy protocols and procedures relating to:

efficient and sustainable use of resources

pricing

sales and service delivery

stock maintenance and control.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of the candidate in the workplace

customer feedback

research report

written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to:

ask questions to identify and confirm requirements

communicate with staff through clear and direct communication

negotiate with suppliers and customers

share information

use and interpret non-verbal communication

use language and concepts appropriate to cultural differences

literacy skills to:

research and interpret a broad range of written material

prepare reports

document results

planning and organising skills to manage sales and service delivery

problem-solving skills to:

handle supply and service contingencies

negotiate effective complaint resolution outcomes with customers

numeracy skills to:

interpret and maintain pharmacy medicines, product supply and sales data

estimate stock volume

calculate costs and pricing arrangements

set and monitor achievement of sales and service targets

technology skills to monitor and maintain data relating to stock levels

Required knowledge

customer demographics and associated demand and market trends

location of merchandise in pharmacy

pharmacy policies and procedures in regard to:

efficient and sustainable use of resources

product pricing

sales and service delivery

stock maintenance and control

supply specifications

range and availability of pharmacy products and services

awards and agreements governing the employment of pharmacy staff

pharmacy quality procedures

relevant legislation and statutory requirements, including work health and safety (WHS) requirements applicable to the sales environment

sales and service targets

sources of product supply

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customer may include people:

from a range of social, cultural and ethnic backgrounds and with varying mental and physical abilities

visiting the pharmacy, contacting the pharmacy by phone, or in their own home

with special needs, such as:

the elderly

infants

who are:

drug or alcohol affected

emotionally unstable

mentally unstable

physically unwell.

Team membersmay include:

allied health professionals

dispensary assistants

pharmacists

pharmacy assistants.

Policies and procedures for sales and service deliverymay involve:

accepting and returning prescriptions

advising customers

customer privacy protocols

customer service procedures

documenting testing, such as:

blood glucose

blood pressure

handling customer complaints

handling and supplying Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)

making appointments for special pharmacy services, such as home medicine reviews

triggers for referral to a pharmacist or a more experienced pharmacy assistant

staff induction

staff presentation.

Resources may include:

equipment and technology

materials

rostered team members

pharmacy stock.

Factors may include:

staff shortages

supply of stock.

Negotiate may include:

correspondence

email

face-to-face contact

meetings

telephone.

Arrangements with suppliers may include:

credit levels

delivery

partnerships and exclusivity

pricing.

Problems with supply may involve:

cost

coverage or content

quality

quantity

time schedules.

Relevant agreements and legislation may include:

awards and agreements relating to the employment of staff

equal employment opportunity and antidiscrimination laws

federal, state or territory, and local legislation

WHS.

Relevant personnel may include:

pharmacist owner

pharmacist in charge

team members.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Plan and develop strategies to enhance provision of customer service according to pharmacy policy. 
Research and analyse customer needs in regard to pharmacy products and services, along with local demographic and cultural issues. 
Resolve customer complaints referred by team members according to pharmacy policy. 
Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required. 
Encourage team members to take responsibility for meeting customer requirements. 
Seek and use feedback from customers to improve future operations. 
Implement, communicate and review policies and procedures for sales and servicedelivery on a regular basis. 
Maintain adequate resources for optimum customer service provision and in line with relevant budget allocation. 
Ensure sales and service targets and plans are consistent with pharmacy values, objectives and business plan. 
Communicate sales and service targets and plans to relevant personnel according to implementation schedules. 
Provide feedback to staff and take corrective measures to minimise factors that may disrupt operations. 
Monitor and evaluate effectiveness of corrective actions for future operational planning. 
Ensure current and accurate records on sales are available to authorised personnel and act on relevant reports as required. 
Negotiate and implement arrangements with suppliers and communicate to relevant personnel. 
Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary. 
Identify and communicate market factors affecting supply of pharmacy medicines or products to the pharmacist in charge and relevant team members. 
Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits. 
Take immediate corrective action where potential or actual problems with supply are indicated. 
Identify and develop new suppliers where relevant, to maintain and improve sales and service delivery. 
Regulate and monitor staff access to and use of resources for maximum efficiency and sustainability. 
Maintain staff work conditions to meet requirements of relevant agreements, legislation and pharmacy policy. 
Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures. 
Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity. 
Communicate recommendations for improving conditions to relevant personnel within designated timeframe. 
Maintain complete and accurate records and make them available to authorised personnel. 

Forms

Assessment Cover Sheet

SIRCCPM502 - Manage pharmacy sales and service delivery
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

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Date:

Assessment Record Sheet

SIRCCPM502 - Manage pharmacy sales and service delivery

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: