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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 health 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.
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 oral care 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 oral care products that require referral

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

denture preparations and accessories

oral health and hygiene products:

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for 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:

common conditions and symptoms for which oral care medicines and products are used

common lifestyle risk factors that can contribute to oral conditions and methods of self-care

key terminology, jargon and common abbreviations for:

oral health conditions

medicines and products used to relieve symptoms

overview of pharmacy range of oral care products, Pharmacy Medicines (S2) and unscheduled medicines and products:

location

different types

application for different conditions

which products in the range are Pharmacist Only Medicines (S3)

common side effects of using oral care medicines and products

features and uses of aids and equipment used with oral care medicines and products

recognised and credible 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 oral care medicines and products.

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