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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Identify customer needs.
  2. Test blood glucose levels.
  3. Provide advice on blood glucose self-testing equipment products and services.
  4. Provide blood glucose products and self-care information where required.

Required Skills

Required skills

communication skills to

interact with the customer to

ask questions to identify and confirm requirements

obtain and provide information

confirm customer understanding

explain pharmacy blood glucose testing services to customers

recommend and supply blood glucose testing equipment

provide advice on lifestyle selfcare practices specialist services and practitioners

refer to a pharmacist or other pharmacy staff where required

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

learning skills to maintain currency of knowledge about diabetes management and blood glucose testing equipment

literacy skills to

follow pharmacy protocols and procedures

interpret and explain product and selfcare information

use specialist information and services to support the management of diabetes

planning and organising skills to meet customer service requirements

technology skills to

access and use information systems required by the role

perform blood glucose testing procedures

use equipment for home blood glucose monitoring

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

Required knowledge

basic awareness of how insulin works in the human body

common factors that can contribute to diabetes conditions and related lifestyle and selfcare information

common symptoms of diabetes and related conditions including

type diabetes

type diabetes

gestational diabetes

hyperglycaemia

hypoglycaemia

common side effects of taking diabetes medicine

diabetes aids and equipment

diabetes products and health condition terminology

key features of the National Diabetes Services Scheme NDSS

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

pharmacy protocols and procedures relating to

collecting information from customers

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

respecting and protecting customer privacy

identifying and acting on triggers for referral to a pharmacist

providing blood glucose testing services

supply of diabetes medicines aids and equipment

safe handling and disposal of sharps

related health conditions that can result from diabetes

relevant state or territory infectioncontrol guidelines and Skin Penetration Act

sources of information advice and specialist services relating to diabetes

use care and storage requirements for aids and equipment

Evidence 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

demonstrate use care and maintenance of blood glucose testing equipment and products and confirm customer understanding

perform blood glucose testing services according to pharmacy protocols and procedures

promote and apply NDSS benefits where relevant

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

recommend and sell blood glucose testing equipment to customers

refer to relevant sources of information to assist the customer and maintain personal currency of knowledge

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

relevant pharmacy protocols and procedures

a range of real or simulated customers with different requirements

a range of products and equipment used in the treatment and management of diabetes

relevant documentation such as

diabetes product and service information

selfcare advice

lifestyle advice

NDSS proformas and guidelines

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

performing blood glucose testing

demonstrating use care and maintenance of blood glucose testing equipment

recommending and selling blood glucose testing equipment to a range of customers

advising on lifestyle and selfcare practices

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


Range Statement

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.

Pharmacy protocols and procedures may include:

interacting with the customer to establish:

who the product is for

symptoms

duration of symptoms

other existing health conditions

if the customer has seen the doctor lately

insulin or other diabetes medication being used by the customer

if the customer is registered under the National Diabetes Services Scheme (NDSS)

when the customer last had food

assessing:

customer responses to questions

own confidence that the product or service requested by the customer or envisaged by the pharmacy assistant is right for the customer’s condition and requirements.

Customer requirements may include:

a single blood glucose test

assistance with blood glucose testing

home testing equipment or products

insulin

regular blood glucose monitoring at intervals as advised by a doctor.

Triggers for referral to a pharmacist must include:

customer is:

a child under 2

an aged person

pregnant or breastfeeding

taking other medicines

customer has:

had the complaint for some time

other health conditions, such as asthma or high blood pressure

used the product before but is not satisfied with its efficacy

requested a large quantity of one or more medicines

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.

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.

Diabetes types and related conditions may include:

type 1 diabetes or insulin dependent diabetes

type 2 diabetes or noninsulin dependent diabetes

gestational diabetes

hyperglycaemia or higher than normal blood sugar levels

hypoglycaemia or lower than normal blood sugar levels.

Regular intervals may include:

before:

breakfast (for fasting reading)

lunch

dinner

two hours after a meal

before rigorous exercise

if feeling unwell.

Prepare for blood glucose testingmay include:

methods and equipment for disinfection

taking the customer to a designated testing area

washing hands

wearing personal protective equipment, such as gloves

setting up equipment, including:

digital blood glucose testing equipment

adhesive bandages

alcohol wipes

sharps container

loading a trigger lancet device with a disposable lancet.

Alternative selected areamay include:

forearm

thigh

palm of hand.

Pharmacy blood glucose testing recordmay include:

pharmacy identification and telephone number

a customer copy and duplicate pharmacy file copy with the following content:

customer’s name and address

date

fasting or not fasting

insulin amounts

test time

blood glucose level

relevant notes regarding individual customer circumstances that may have impacted on the reading.

Use, care and maintenancemay include:

caring for strips, such as:

storing them in a dry place

replacing the cap immediately after use

checking that the use-by date is valid

operating equipment according to product manufacturer’s instructions, such as:

switching on and setting the digital meter

matching disposable lancets to machines

wiping down equipment with alcohol wipes

checking equipment calibration

replacing batteries in the digital meter

loading the trigger lancet device

loading the test strip into the testing meter

safely disposing of used lancets.

Common reasons for inaccurate readings may include:

using the wrong strip for the digital meter

using strips that have expired or been stored incorrectly

using the machine incorrectly

not washing hands before testing

incorrect calibration or set-up of the digital meter

low battery levels in the digital meter.

Personal blood glucose record may include:

day, month and time of day

insulin amounts used

test times and blood glucose levels for each test

comments.

Conditions relating to supply may include:

federal and state or territory legislation

industry codes of practice, standards and guidelines

the application of NDSS benefits for registered customers

pharmacy protocols and procedures relating to the sale of diabetesrelated medicines and products, aids and equipment.

Diabetes-related products, aids, test kits and equipment may include:

insulin

syringes

pens

lancets

prescribed diabetic medicines

blood glucose monitoring machines, reagent strips

urine glucose testing kits.

Relevant sourcesmay include:

Consumer Medicine Information (CMI) website and phone line

pharmacist

manufacturer information

product brochures and leaflets supplied by a pharmacist

self-care and health-care information

website of support organisations, such as Diabetes Australia.

Specialist services and practitioners may include:

doctors

diabetic educators

pharmacist

support organisations, such as Diabetes Australia

other health-care specialists.