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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. Collect information about customer first aid product 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.
2. 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.
3. 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.
4. Maintain and develop knowledge of first aid and products.
   • Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information.
   • Check regularly for new additions or changes to range.
   • Use product information to update knowledge of product application and directions for use.
5. Collect information about customer first aid product 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.
6. 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.
7. 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.
8. Maintain and develop knowledge of first aid and products.
   • Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information.
   • Check regularly for new additions or changes to range.
   • Use product information to update knowledge of product application and directions for use.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for first aid products that require referral

suggest suitable first aid products for six customers presenting with different needs that individually or cumulatively include the need for:

skin healing and care products

dressings, strapping, bandages or supports

surgical implements

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic aspects of these common injuries and wounds encountered by pharmacy personnel:

minor acute wounds

breaks

bruising

sprains

skin structure, at a basic level of understanding; healing process and advantages of moist healing

common lifestyle risk factors that can contribute to sustaining injuries and wounds and methods of self-care

key terminology, jargon and common abbreviations for:

minor injuries and wounds

first aid products used to relieve symptoms

overview of pharmacy product range for first aid; Pharmacy Medicines and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines

first aid kits

different types of commonly-requested products, their use, their side effects and interactions that may contraindicate their use:

â—¦ antiseptic, skin healing and care products

aids and equipment used with first aid products

dressings, strapping, bandages and supports

surgical implements

products in these various forms:

adhesive and non adhesive pads and patches

creams and ointments

liquids, sprays and gels

pastes.

sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites; government and not-for profit organisations

organisational procedures for supplying first aid products.

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