Required skills

communication skills to

interact with the customer to

ask questions to identify and confirm requirements

provide information and confirm understanding

explain hire agreement conditions

recommend and supply aids and equipment for home health care

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

source information on equipment to meet customers special needs

maintain currency of knowledge

literacy skills to

complete hiring agreements

interpret aids and equipment information and instructions for use

numeracy skills to calculate hire periods and equipment hire costs

planning and organising skills to meet efficient customer service timelines and requirements

teamwork skills to operate as part of a team and provide relevant information to a pharmacist and other pharmacy staff as required

technical skills to

assess customer degree of physical limitation

demonstrate safe use of aids and equipment

measure and fit relevant aids and equipment

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

Required knowledge

common conditions and situations that may be supported by the use of home care aids and equipment

health claims versus evidencebased assessment of the efficacy of aids and equipment

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 and hire of home care aids and equipment 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 hire aids and equipment to support home health care

pharmacy equipment hire policy

respecting and protecting customer privacy

range of aids and equipment including

features and benefits

applications

fitting and adjustment

care cleaning and storage

role of formal assessment by health specialists including

when referral to a pharmacist to suggest a formal assessment is appropriate

specialist disciplines egoccupational therapist or physiotherapist

specialist disciplines, e.g.occupational therapist or physiotherapist

suppliers of home care aids and equipment and procedures for sourcing aids and equipment

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 supplying or hiring out aids equipment or products

apply knowledge of the common conditions that can be assisted by home healthcare aids equipment or products

apply knowledge of home healthcare aids and equipment their range and application when recommending them for hire or sale to customers

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

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

recognise and act on situations or requests requiring 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 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

home healthcare products and service information

selfcare and lifestyle advice

a range of real or simulated customers with different home healthcare product and equipment requirements

a range of home healthcare aids and equipment

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

fitting aids equipment and products where required

selling or hiring aids and equipment to a range of customers

recognising and acting on situations requiring 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

Home health-care aids, equipment and products may include:

Customer may include people:

Sources of information may include:

Common conditions may include:

Protocols and procedures must include:

Triggers for referral to a pharmacist may include:

Hire agreement may include: