Assessor Resource

SIRCPPK311
Assist customers seeking baby or infant care medicines and products

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to community pharmacy employees working as pharmacy assistants. Pharmacy assistants work directly with customers, providing information on and supplying Pharmacy Medicines and unscheduled medicine products for baby and infant care. In situations where the baby, infant or its agent requires referral to a pharmacist for therapeutic advice, or where the supply of Pharmacist Only Medicines or products is required, the pharmacy assistant gathers information, refers the customer on, and then supports the pharmacist by finalising the supply of medicines and products.

A person undertaking this role is required to work under the supervision of a pharmacist.

This unit describes the performance outcomes, skills and knowledge required to assess customer needs, select and supply relevant products, and advise on baby and baby care services.

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

Prerequisites

SIRCHCS201

Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

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:

apply knowledge of the pharmacy product range to suggest and supply products that meet baby and infant health-care needs

apply knowledge of lifestyle, baby and infant health-care practices and support services to inform customers

collect from and provide information to customers in ways appropriate to customer needs

demonstrate appropriate techniques to confirm customer understanding of directions for product use

follow pharmacy protocols and procedures for identifying and acting on triggers for referral to a pharmacist.

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 workplace environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.

Assessment must ensure access to:

a range of real or simulated customers with different requirements

a range of baby and infant care products and services

pharmacy protocols and procedures

relevant documentation, such as:

medicine and product information

baby and infant health-care advice.

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:

collecting and assessing information to establish baby or infant requirements

identifying and acting on triggers for referral to a pharmacist

suggesting and supplying baby and infant care products to a range of customers

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, for example:

SIRXSLS201 Sell products and services.

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:

interact with the customer to:

ask questions to identify and confirm baby or infant requirements

provide information

confirm understanding

explain pharmacy baby and infant services available

suggest and supply baby and infant medicines and products

refer customer to a pharmacist or another staff member

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

learning skills to maintain currency of knowledge on the pharmacy range of Pharmacy Medicines and unscheduled baby and infant care medicines, products and services

literacy skills to:

follow pharmacy protocols and procedures

interpret medication, product and self-care information

numeracy skills to calculate dosage or quantity requirements

planning and organising skills to meet customer service timelines

problem-solving skills to assess and respond to customer information

teamwork skills to operate as part of a pharmacy team, providing relevant information and seeking advice from a pharmacist and other pharmacy staff as required

technical skills to assess baby and infant care requirements

technology skills to:

access and use information systems required by the role

demonstrate procedures for using relevant aids and equipment that may assist customers requiring baby and infant medicines, products or equipment

Required knowledge

aids and equipment that may be of assistance to customers requiring baby and infant care products

appropriate health and product terminology

awareness of guidelines on infant feeding and implications for advice given on the use of infant formula as outlined in the Marketing in Australia of Infant Formula (MAIF) agreement

benefits associated with breastfeeding and sources of further information

common symptoms and conditions for which baby and infant care pharmacy medicines and products may provide relief

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

pharmacy range and locations of Pharmacy Medicines, Pharmacist Only Medicines used to treat babies and infants

pharmacy range and location of key baby and infant care products and associated features and benefits, including:

formula composition

teat and bottle features and selection

sterilisation techniques

nappy creams

pharmacy protocols and procedures relating to the supply of baby and infant care products, including:

collecting required information from customers

identifying baby and infant needs

identifying and acting on triggers for referral to a pharmacist

identifying and supplying the relevant medicines, products, information, aids and equipment to meet customer needs

respecting and protecting customer privacy

support services and baby and infant care information, including:

baby clubs, including inpharmacy baby care clubs

dedicated facilities

infant health-care services

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:

third parties, such as parents

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

from non-English speaking background

who are:

drug or alcohol affected

emotionally unstable

mentally unstable

physically unwell.

Medicines or productsmay include:

complementary medicines

durable products

formula and feeding products and steriliser kits

nappies and related products

unscheduled medicines and products

pharmacy medicines

Pharmacist Only Medicines

products in various forms, such as:

liquids, sprays and drops

ointments, creams, oils and lotions

powders

formulas

rash and other skin treatments

teething products.

Responsemay include:

referral to:

a more experienced team member

a pharmacist

recommending medicine or products.

Triggers for referral to a pharmacist may include:

baby or infant is:

under 2 years of age

taking other medicines

customer who has:

had the complaint for some time

other health conditions

used the product before but is not satisfied with its efficacy

customer appears to be:

sick

angry

confused

dissatisfied

uncertain

under the influence of drugs or alcohol

pharmacy assistant is unsure and needs confirmation of the medicine selected, even if the product has been requested by name

request for Pharmacist Only Medicine.

Directions for product usemay include:

how to use the medicine or product correctly

how often to use the medicine or product

correct dose and maximum dose not to be exceeded

most common and important adverse effects

other lifestyle or management tips for the condition

to contact the pharmacy if the medicine or product is unsatisfactory, does not help or the symptoms persist.

Companion products and servicesmay include:

aids and equipment

preventative skin treatments

baby clubs

vitamin supplements.

Relevant sourcesmay include:

local baby and infant support services

breastfeeding groups

health-care fact sheets

pharmacy or manufacturer product leaflets brochures and manuals

product support material, such as:

booklets

reputable internet resources.

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
Approach and question customer to establish who will be using the product. 
Confirm relevant symptoms, their duration and their severity. 
Determine customer satisfaction with baby and infant medicines or products that have been tried to relieve symptoms. 
Identify any other health conditions and medicines the customer is taking. 
Follow pharmacy protocols and procedures to respect and protect customer privacy. 
Assess baby or infant information and determine response. 
Act on triggers for referral to a pharmacist. 
Select and suggest Pharmacy Medicine or unscheduled medicines or products where suited to baby or infant symptoms and needs. 
Explain manufacturer’s product information and confirm customer understanding of directions for product use. 
Suggest companion products and services where relevant to baby or infant’s desired health and wellbeing outcomes. 
Offer lifestyle and baby or infant care advice where relevant to desired outcomes. 
Access relevant sources to provide information on baby and infant products or services. 
Identify the pharmacy range and location of baby and infant care products and services. 
Maintain currency of knowledge with respect to new additions or changes to the pharmacy range. 

Forms

Assessment Cover Sheet

SIRCPPK311 - Assist customers seeking baby or infant care medicines and products
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:

Signature:

Date:

Assessment Record Sheet

SIRCPPK311 - Assist customers seeking baby or infant care medicines and products

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: