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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 continence management 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 products suited to customer needs within scope of own knowledge.
   • Identify and use opportunities to suggest additional products relevant to customer needs.
   • Explain and demonstrate use, care and maintenance of re-usable incontinence products, aids and equipment.
   • Advise customers on environmentally sound waste disposal methods.
   • Provide clear and accurate information on the Continence Aids Payment Scheme (CAPS).
   • Offer current and accurate information from recognised sources on related lifestyle and self-care practices and specialist support services.
4. Maintain and develop knowledge of continence management, products and services.
   • 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:

access and interpret information about continence management and specialist support services from two different sources

suggest suitable continence management products for three customers presenting with different needs

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

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:

key features of the Continence Aids Payment Scheme (CAPS)

groups at risk of incontinence

common types of incontinence

causes, at a basic level of understanding, and triggers that can contribute to incontinence and methods of self-care

hygiene issues associated with incontinence and methods of self-care

key terminology, jargon and common abbreviations relevant to continence management, for:

health conditions

medicines and products used to assist

overview of pharmacy product range for continence management and common side effects:

location

disposable products

male and female:

washable

bed and chair protective pads

skincare products:

environmentally sound disposal methods for disposable incontinence products

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

industry and professional publications

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations:

Australian government Bladder and Bowel website

National Continence Helpline

Continence Foundation of Australia

role boundaries and responsibilities of pharmacy assistants, and circumstances which require and trigger referral to a pharmacist

organisational procedures for supplying incontinence products:

questions that must be asked to collect information about customer needs

collecting and supplying information to an agent acting on behalf of a customer

identifying and acting on triggers for referral to a pharmacist

maintaining privacy and confidentiality of customer information.

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