Required skills

communication skills to

confirm that the person receiving medicines and delivery information is authorised to do so

confirm that the person receiving medicines is not a child

explain information contained on cautionary and advisory labels in a level of English suited to customer communication requirements

question to confirm that the customer correctly understands the information provided

invite further questions from the customer

seek direction from the dispensing pharmacist

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

literacy skills to

follow pharmacy procedures

check prescription information

read directions and maps to locate addresses and plan efficient delivery routes

planning and organising skills to

plan delivery routes to achieve efficient delivery outcomes

arrange for a customer to make contact with a pharmacist where more detailed support or advice is required

problemsolving skills to respond to situations where no authorised person is available to receive items

Required knowledge

pharmacy procedures relating to

delivery of prescription items to customers outside the pharmacy

response to unavailability of the customer or an authorised agent to accept delivery

responding to customer questions

arranging for a pharmacist to provide followup therapeutic advice and information to the customer

protecting security of self product and cash

response in the event of theft loss or accident

product and delivery

charges

payment options and procedures

privacy principles as they relate to home delivery of medicines

label information such as

dosage regimen egdose time in relation to food

dosage regimen, e.g.dose time in relation to food

frequency

duration of treatment

special storage requirements egcold chain

special storage requirements, e.g.cold chain

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

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 pharmacy procedures when delivering dispensed medicines and other products outside the pharmacy

provide information in ways appropriate to customer needs and demonstrate relevant techniques to confirm understanding

apply correct storage and transport conditions and any special delivery requirements for dispensed items

recognise and arrange followup contact in situations requiring referral to a pharmacist

Context of and specific resources for assessment

Assessment must ensure that competency is

demonstrated over a period of time and observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment

demonstrated in a real workplace environment that meets relevant industry standards and which may include client interruptions and involvement in other related activities normally expected in the pharmacy

Assessment must ensure access to

a range of customers or their agents with different locations and delivery requirements who are typical of the customer base

dispensed items and other products for delivery to the customer or their agent

dispensed items requiring special handling

delivery documentation and recordkeeping systems

delivery documentation and recordkeeping systems

payment systems

relevant documentation such as

customer details

delivery checklists

maps or location information

pharmacy procedures

real or simulated prescriptions

CMI

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

preparing for deliveries

delivering items to customers outside the pharmacy

completing documentation and records relevant to delivering prescription and other pharmacy items

seeking direction from the dispensing pharmacist

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

role plays to

confirm communication skills that meet diverse customer requirements

demonstrate understanding of contingency management procedures

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

Guidance information for assessment

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

Pharmacy products may include:

Customer may include people:

Customer details may include:

Delivery information may include:

Ready for delivery may include:

Handling and storagerequirementsmay include:

Delivery documentation may include:

Information provided on medicinesmay include: