Elements and Performance Criteria
- Collect information about customer eye and ear care needs.
- Approach and question customer according to pharmacy protocol.
- Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition.
- Determine customer satisfaction with products previously used.
- Identify any other health conditions and prescribed medications.
- Follow pharmacy procedures to respect and protect customer privacy.
- Assess customer information and determine need for referral.
- Recognise and act on information that requires referral to the pharmacist.
- Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3).
- Provide clear summary of customer information to pharmacist when referral is required.
- Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
- Provide product, self-care and lifestyle information.
- Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge.
- Identify and use opportunities to suggest additional products relevant to customer needs.
- Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use.
- Offer current and accurate information on related lifestyle and self-care practices.
- Maintain and develop knowledge of eye and ear care products.