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Elements and Performance Criteria

  1. Locate pharmacy product and service areas.
  2. Follow pharmacy customer service procedures.
  3. Accept prescriptions.
  4. Work within pharmacy requirements.
  5. Develop effective work habits.

Required Skills

Required skills

communication skills to

convey a positive and helpful approach towards customers

ask questions to identify and confirm customer requirements

direct customers to relevant areas in the pharmacy

listen to the ideas and opinions of others in the team

seek direction from or refer customers to more experienced pharmacy assistants or a pharmacist as relevant

use culture appropriate language and concepts

use and interpret nonverbal communication

literacy skills to

follow rosters

follow pharmacy procedures

read scheduling information on product labels

record customer information

follow pharmacy service protocols and procedures

planning and organising skills to

identify and meet competing priorities

manage tasks within workplace timeframes

plan and organise daily work routine

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

Required knowledge

employer and employee responsibilities under an Australian Apprenticeship contract if applicable

pharmacy protocols and procedures relating to

assisting and directing customers to more experienced staff

boundaries and responsibilities of each job role in the pharmacy team

dress and personal presentation

greeting customers

dealing with grievances

discriminatory behaviour

providing service to customers

referring customers to a

pharmacist

more experienced pharmacy assistant

rosters

health privacy principles

industry awards and agreements relevant to the job role

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

reasons why medicines are not normal items of sale and buying in bulk is discouraged

relevant legislation and statutory requirements as they affect a community pharmacy such as

equal employment opportunity

work health and safety WHS

privacy

antidiscrimination legislation

rights and responsibilities of employees and employers

terms and conditions of employment

types of medicines found in the pharmacy and their location including

scheduled medicines

unscheduled medicines

typical groupings and locations of nonscheduled products in pharmacies

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

accept and lodge prescriptions for dispensing

apply knowledge of employee and employer rights and responsibilities to own work

follow pharmacy personal presentation and dress code

direct customers to product and service locations in the pharmacy

identify and follow relevant pharmacy service protocols and procedures

recognise personal role boundaries and refer customers to a pharmacist or a more experienced staff member where relevant

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

a pharmacy work team with a variety of roles and responsibilities and relevant pharmacy protocols and procedures

a range of customers with different requirements

scheduled and unscheduled medicines and pharmacy stock storage locations

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

directing customers to relevant medicine and product locations

accepting prescriptions and collecting relevant information from customers

referring customers to more experienced pharmacy assistants or a pharmacist where relevant

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.

Types of medicines may include:

scheduled medicines, including:

Pharmacy Medicine (S2)

Pharmacist Only Medicine (S3)

Prescription Only Medicine (S4)

Controlled Drug (S8)

unscheduled medicines.

Key product and service areasmay include:

analgesics and anti-inflammatories

baby and infant care

coughs and colds

continence management

eye and ear

first aid and wound care

health-care support areas for conditions, such as:

asthma

blood pressure

diabetes

nutrition and weight management

obstructive sleep apnoea

smoking cessation

oral care

professional services area

sexual health

skin and fungal

supply and hire of home health-care aids and equipment

unscheduled pharmacy products

vitamins, minerals, supplements and complementary medicines.

Communicationmay include:

face-to-face contact with customers

receiving telephone calls

non-verbal communication

speaking clearly and concisely

using open and inclusive language.

Customersmay 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.

Pharmacy service protocols and proceduresmay include:

greeting and assisting customers

documented quality system protocols and procedures that address:

checking that customers presenting Pharmacy Only and Pharmacist Only Medicines for purchase have been advised by a pharmacy assistant or a pharmacist

protecting customer privacy

referral to an experienced pharmacy assistant

referral to a pharmacist

responding to and referring on a customer complaint

role boundaries and authorities in the pharmacy team.

Customer needsmay include:

advice on medicines or products for particular conditions

lodging or collecting prescriptions

pharmacy services

seeking products or information for self or another person

requests for a specific:

scheduled medicine

unscheduled medicine or product.

Tact and discretionmay include:

respecting and protecting customer privacy when:

communicating with customers or their agents

collecting customer information

providing information to customers in ways that respond to customer needs

referring the customer to a pharmacist or a more experienced pharmacy assistant

confirming customer understanding.

Triggers for referral to a pharmacist or other pharmacy staffmay include:

a customer who appears to be:

sick

confused

uncertain

dissatisfied

angry

under the influence of drugs or alcohol

requests for large quantities of a particular type of medicine

a customer requesting Pharmacist Only Medicine.

Prescription intake form may include:

indication that the form is confidential

sections on which to record:

date and time

indication that:

customer is waiting for the medicine

collecting later

delivery is required

customer details, such as:

name and address

Medicare number

entitlement card and number and type

medicine allergies

date of birth and weight (child only)

indication that this is new medicine to this customer

items on the prescription that are to be dispensed

customer consent to brand substitution, if available

indication that the customer has requested or requires:

Consumer Medicine Information (CMI)

pharmacist consultation

receipt

additional notes

name of person accepting the prescription and time of taking in

prescription form serial number

surname of the person collecting the prescription.

Appropriate team membersmay include:

more experienced pharmacy assistant

pharmacist

supervisor.

Employee rights and responsibilitiesmay include:

attendance

confidentiality and privacy of the business, client and colleague information

knowing the terms and conditions of own employment

obeying lawful orders

protection from discrimination and sexual harassment

punctuality

right to union representation

safety and care with respect to WHS.

Employer rights and responsibilitiesmay include:

responsibility to provide a safe environment free from discrimination and sexual harassment according to relevant state or territory and commonwealth antidiscrimination legislation

right to counsel or dismiss employees if employees:

are negligent, careless or cause an accident

commit a criminal offence

behave in a manner not consistent with established code of conduct, such as revealing confidential information.

Organisational culturemay include:

pharmacy chain of command

organisational structure, including own position and role boundaries within the structure

organisational goals, values and behaviour

pharmacy protocols, procedures and quality assurance manuals relating to:

contact with customers

interaction with other team members

interaction with supervision and management

job descriptions and responsibilities.

Safe and sustainable work practicesmay include:

discussing and negotiating problems and tasks with other team members

identifying and reporting risks or hazards

implementing environmental protection procedures, such as:

waste minimisation

recycling

reuse

waste disposal

water efficiency

listening to the ideas and opinions of others in the team

sharing knowledge and skills

solving problems as a team

using equipment according to guidelines.

Daily work routinemay include:

interacting with customers

interacting with supervisors and other staff members

handling the telephone

organising and maintaining work areas

maintaining merchandise and displays

observing scheduled breaks

assisting other team members

working within required timelines.

Work and personal prioritiesmay include:

education

home and family

cultural practices

other jobs

social activities.