Required skills

communication skills to

apply techniques for questioning and discussing issues of a highly sensitive nature

interact with customers to

ask questions to identify and confirm requirements

provide information

confirm understanding

explain continence management products

recommend and supply products to assist in continence management

provide advice on lifestyle selfcare practices specialist services and practitioners

refer to a pharmacist or other pharmacy staff where relevant

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

learning skills to maintain currency of knowledge about continence management products

literacy skills to

interpret product and selfcare information

use specialist information and services to support the management of continence conditions

follow pharmacy procedures

planning and organising skills to organise own work to meet customer service requirements

technology skills to access information and services relating to continence management

teamwork skills to work as part of a pharmacy team and refer to a pharmacist or other staff member where relevant

Required knowledge

lifestyle factors affecting continence

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

pharmacy protocols and procedures relating to the supply of continence products including

collecting required information from customers

collecting and supplying information to an agent acting on behalf of a customer

identifying and acting on triggers for referral to a pharmacist

identifying and supplying products to meet customer needs

respecting and protecting customer privacy

pharmacy range continence products and their application

product and health condition terminology

sources of information advice and specialist services relating to continence management including

Australian government Bladder and Bowel website

Continence Foundation of Australia

Continence Assistance Payments Scheme CAPS

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 protocols and procedures when recommending and supplying continence management products

plan and carry out work to meet efficient customer service workflow requirements

recommend and supply continence products to customers

provide information on product use and carer or patient skincare and hygiene in ways appropriate to customer needs and demonstrate appropriate techniques to confirm customer understanding

recognise and act on situations or requests requiring referral to a pharmacist

refer to relevant sources of information to assist customers and maintain currency of knowledge on continence management

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

pharmacy protocols and procedures

relevant documentation such as

continence medicines products and service information

information on lifestyle care and hygiene practices for continence management

a range of real or simulated customers with different continence management requirements

a range of continence products

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

seeking information to establish customer requirements

recommending and supplying continence products to a range of customers

identifying and acting on triggers for referral to a pharmacist

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 thirdparty workplace reports of onthejob performance

Guidance information for assessment

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

Sources of information, specialist services and practitioners may include:

Continence management productsmay include:

Pharmacy protocols and procedures may include:

Customer may include people:

Triggers for referral to a pharmacist may include:

Care and hygiene practices may include: