Assessor Resource

SIRCIND201
Operate in a community pharmacy framework

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies to community pharmacy employees working as pharmacy assistants, engaged in a limited range of pharmacy customer service and supply activities.

A person undertaking this role usually reports directly to a pharmacy retail supervisor, working indirectly under the supervision of a pharmacist.

This unit describes the performance outcomes, skills and knowledge required to provide service to customers in the context of a community pharmacy environment.

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:

accept and lodge prescriptions for dispensing

apply knowledge of employee and employer rights and responsibilities to own work

follow pharmacy personal presentation and dress code

direct customers to product and service locations in the pharmacy

identify and follow relevant pharmacy service protocols and procedures

recognise personal role boundaries and refer customers to a pharmacist or a more experienced staff member where relevant.

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 across a range of customers 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 pharmacy work team with a variety of roles and responsibilities, and relevant pharmacy protocols and procedures

a range of customers with different requirements

scheduled and unscheduled medicines and pharmacy stock storage locations.

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:

directing customers to relevant medicine and product locations

accepting prescriptions and collecting relevant information from customers

referring customers to more experienced pharmacy assistants or a pharmacist where relevant

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

role plays to confirm communication skills to meet diverse customer requirements

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:

convey a positive and helpful approach towards customers

ask questions to identify and confirm customer requirements

direct customers to relevant areas in the pharmacy

listen to the ideas and opinions of others in the team

seek direction from or refer customers to more experienced pharmacy assistants or a pharmacist as relevant

use culture appropriate language and concepts

use and interpret non-verbal communication

literacy skills to:

follow rosters

follow pharmacy procedures

read scheduling information on product labels

record customer information

follow pharmacy service protocols and procedures

planning and organising skills to:

identify and meet competing priorities

manage tasks within workplace timeframes

plan and organise daily work routine

technology skills to access and use information systems required by the role

Required knowledge

employer and employee responsibilities under an Australian Apprenticeship contract (if applicable)

pharmacy protocols and procedures relating to:

assisting and directing customers to more experienced staff

boundaries and responsibilities of each job role in the pharmacy team

dress and personal presentation

greeting customers

dealing with grievances

discriminatory behaviour

providing service to customers

referring customers to a:

pharmacist

more experienced pharmacy assistant

rosters

health privacy principles

industry awards and agreements relevant to the job role

personal role boundaries and responsibilities and circumstances under which referral to a pharmacist or other pharmacy staff is required

reasons why medicines are not normal items of sale and buying in bulk is discouraged

relevant legislation and statutory requirements as they affect a community pharmacy, such as:

equal employment opportunity

work health and safety (WHS)

privacy

anti-discrimination legislation

rights and responsibilities of employees and employers

terms and conditions of employment

types of medicines found in the pharmacy and their location, including:

scheduled medicines

unscheduled medicines

typical groupings and locations of non-scheduled products in pharmacies

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.

Types of medicines may include:

scheduled medicines, including:

Pharmacy Medicine (S2)

Pharmacist Only Medicine (S3)

Prescription Only Medicine (S4)

Controlled Drug (S8)

unscheduled medicines.

Key product and service areasmay include:

analgesics and anti-inflammatories

baby and infant care

coughs and colds

continence management

eye and ear

first aid and wound care

health-care support areas for conditions, such as:

asthma

blood pressure

diabetes

nutrition and weight management

obstructive sleep apnoea

smoking cessation

oral care

professional services area

sexual health

skin and fungal

supply and hire of home health-care aids and equipment

unscheduled pharmacy products

vitamins, minerals, supplements and complementary medicines.

Communicationmay include:

face-to-face contact with customers

receiving telephone calls

non-verbal communication

speaking clearly and concisely

using open and inclusive language.

Customersmay 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.

Pharmacy service protocols and proceduresmay include:

greeting and assisting customers

documented quality system protocols and procedures that address:

checking that customers presenting Pharmacy Only and Pharmacist Only Medicines for purchase have been advised by a pharmacy assistant or a pharmacist

protecting customer privacy

referral to an experienced pharmacy assistant

referral to a pharmacist

responding to and referring on a customer complaint

role boundaries and authorities in the pharmacy team.

Customer needsmay include:

advice on medicines or products for particular conditions

lodging or collecting prescriptions

pharmacy services

seeking products or information for self or another person

requests for a specific:

scheduled medicine

unscheduled medicine or product.

Tact and discretionmay include:

respecting and protecting customer privacy when:

communicating with customers or their agents

collecting customer information

providing information to customers in ways that respond to customer needs

referring the customer to a pharmacist or a more experienced pharmacy assistant

confirming customer understanding.

Triggers for referral to a pharmacist or other pharmacy staffmay include:

a customer who appears to be:

sick

confused

uncertain

dissatisfied

angry

under the influence of drugs or alcohol

requests for large quantities of a particular type of medicine

a customer requesting Pharmacist Only Medicine.

Prescription intake form may include:

indication that the form is confidential

sections on which to record:

date and time

indication that:

customer is waiting for the medicine

collecting later

delivery is required

customer details, such as:

name and address

Medicare number

entitlement card and number and type

medicine allergies

date of birth and weight (child only)

indication that this is new medicine to this customer

items on the prescription that are to be dispensed

customer consent to brand substitution, if available

indication that the customer has requested or requires:

Consumer Medicine Information (CMI)

pharmacist consultation

receipt

additional notes

name of person accepting the prescription and time of taking in

prescription form serial number

surname of the person collecting the prescription.

Appropriate team membersmay include:

more experienced pharmacy assistant

pharmacist

supervisor.

Employee rights and responsibilitiesmay include:

attendance

confidentiality and privacy of the business, client and colleague information

knowing the terms and conditions of own employment

obeying lawful orders

protection from discrimination and sexual harassment

punctuality

right to union representation

safety and care with respect to WHS.

Employer rights and responsibilitiesmay include:

responsibility to provide a safe environment free from discrimination and sexual harassment according to relevant state or territory and commonwealth antidiscrimination legislation

right to counsel or dismiss employees if employees:

are negligent, careless or cause an accident

commit a criminal offence

behave in a manner not consistent with established code of conduct, such as revealing confidential information.

Organisational culturemay include:

pharmacy chain of command

organisational structure, including own position and role boundaries within the structure

organisational goals, values and behaviour

pharmacy protocols, procedures and quality assurance manuals relating to:

contact with customers

interaction with other team members

interaction with supervision and management

job descriptions and responsibilities.

Safe and sustainable work practicesmay include:

discussing and negotiating problems and tasks with other team members

identifying and reporting risks or hazards

implementing environmental protection procedures, such as:

waste minimisation

recycling

reuse

waste disposal

water efficiency

listening to the ideas and opinions of others in the team

sharing knowledge and skills

solving problems as a team

using equipment according to guidelines.

Daily work routinemay include:

interacting with customers

interacting with supervisors and other staff members

handling the telephone

organising and maintaining work areas

maintaining merchandise and displays

observing scheduled breaks

assisting other team members

working within required timelines.

Work and personal prioritiesmay include:

education

home and family

cultural practices

other jobs

social activities.

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
Identify types of medicines as defined by Standard for the Uniform Scheduling of Medicines and Poisons (SUSMP) that are found in pharmacies, and requirements relating to their storage and display location. 
Locate and direct customers to key product and service areas within the pharmacy. 
Greet and farewell customers according to pharmacy procedures. 
Communicate with customers in a professional, courteous manner according to pharmacy service protocols and procedures. 
Convey a positive, helpful approach if responding to expressed customer dissatisfaction. 
Meet customer needs and reasonable requests or refer to the pharmacist or a relevant experienced staff member according to pharmacy protocols. 
Apply tact and discretion when collecting information and providing information to customers. 
Identify and act on triggers for referral to a pharmacist or other pharmacy staff. 
Approach customers and accept prescriptions in a timely manner. 
Collect key customer and dispensing information and record on prescription intake form. 
Refer any prescription queries or discrepancies directly to the pharmacist. 
Lodge prescriptions together with completed prescription intake form for dispensing. 
Work within own job role boundaries and recognise roles and responsibilities of colleagues and immediate supervisors. 
Seek advice, direction, and support from appropriate team members where required under pharmacy protocols. 
Interpret staff rosters accurately and provide sufficient notice of unavailability for rostered hours according to pharmacy requirements. 
Develop and use current working knowledge and understanding of employee and employer rights and responsibilities. 
Comply with relevant duty of care, legal responsibilities and support organisational culture. 
Participate in pharmacy safe and sustainable work practices. 
Follow pharmacy hygiene, personal presentation and dress code. 
Act promptly on instructions, information and procedures relevant to the particular task. 
Confirm and act on legal requirements in regard to anti-discrimination, sexual harassment and bullying. 
Ask questions to seek and clarify workplace information. 
Plan and organise daily work routine within the scope of own job role. 
Prioritise and complete tasks according to required timeframes. 
Identify work and personal priorities and achieve a balance between competing priorities. 

Forms

Assessment Cover Sheet

SIRCIND201 - Operate in a community pharmacy framework
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

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Assessment Record Sheet

SIRCIND201 - Operate in a community pharmacy framework

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: