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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 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 complementary medicines and products appropriate to customer needs, within scope of own knowledge.
   • Check contraindications on manufacturer’s information and refer to pharmacist where potential interactions with other medicines are indicated.
   • Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use.
   • Identify and use opportunities to suggest companion products relevant to desired health outcomes.
   • Offer current and accurate information from recognised sources on related lifestyle and self-care practices.
4. Maintain and develop knowledge of diet related conditions, 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 complementary medicines from two different credible sources

respond to product and symptom based requests for complementary medicines from six customers presenting with different minor health condition 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:

common minor health conditions and symptoms that may benefit from the use of complementary medicines at a basic level of understanding, for each of the following body systems:

cardiovascular

gastrointestinal

musculoskeletal

nervous

reproductive

respiratory

key terminology, jargon and common abbreviations relevant to complementary medicines, for:

common minor health conditions

medicines and products used to assist

overview of pharmacy complementary medicine and product range:

location

which products in the range are Pharmacy Medicines (S2)

types of complementary medicines and how they are named and formulated:

herbal

essential oils

homeopathics

different types of commonly-requested complementary medicine products for minor health conditions, their use, their side effects and interactions that may contraindicate their use:

products in different forms - tablets, gels, drops, sprays, creams, oils

key ingredients

modes of action, at a basic level of understanding

application

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.

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