Required skills

communication skills to

interact with the customer to

ask questions to identify and confirm requirements

provide information

confirm understanding

suggest and supply eye and ear care products

refer customers to a pharmacist or other pharmacy staff

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

learning skills to maintain currency of knowledge on the pharmacy range of Pharmacy Medicines and unscheduled eye and ear care products

literacy skills to

interpret medicine product and selfcare information

follow pharmacy protocols and procedures

numeracy skills to calculate dosage or quantity requirements

planning and organising skills to meet customer service timelines

problemsolving skills to assess and respond to customer information

teamwork skills to operate as part of a pharmacy team providing relevant information to and seeking advice from a pharmacist and other pharmacy staff as required

technical skills to assess eye and ear requirements

technology skills to

access and use information systems required by the role

demonstrate procedures for using relevant aids and equipment that may assist customers requiring eye or ear care products

Required knowledge

aids and equipment that may be of assistance to customers requiring eye or ear care medicines or products

common risk factors that can contribute to eye or ear conditions and related lifestyle and selfcare information

common side effects of using eye or ear care medicines

common symptoms and conditions for which eye and ear products may be of assistance

personal role boundaries and responsibilities and circumstances under which referral to a pharmacist or other pharmacy staff is required

pharmacy protocols and procedures relating to the supply of eye or ear care medicines and products including

collecting required information from customers

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

identifying and acting on triggers for referral to a pharmacist

identifying and supplying the relevant medicines information aids and equipment to meet customer needs

respecting and protecting customer privacy

pharmacy range and locations of Pharmacy Medicines Pharmacist Only Medicines and unscheduled medicines and products used to treat eye and ear conditions

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

collect information from and inform customers in ways appropriate to their needs

follow pharmacy protocols and procedures for identifying and acting on triggers for referral to a pharmacist

apply knowledge of symptoms or indicators of common eye and ear conditions and the pharmacy product range to suggest and supply suitable medicines and products to customers

demonstrate appropriate techniques to confirm customer understanding of directions for product use

apply pharmacy protocols and procedures relating to conditions of supply for eye and ear care medicines products aids and equipment

Context of and specific resources for assessment

Assessment must ensure that competency is

observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment guidelines

demonstrated across a range of customers over sufficient time to include handling of a range of contingencies

demonstrated in a real or simulated pharmacy environment which may include customer interruptions and involvement in other related activities normally expected in the pharmacy

Assessment must ensure access to

a range of real or simulated customers with different requirements

a range of Pharmacy Medicines unscheduled medicines and products used to treat and support customers with eye or ear conditions

pharmacy protocols and procedures

relevant documentation such as

medicine and product information

selfcare and lifestyle advice

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of the candidate in the workplace

applying pharmacy protocols and procedures

seeking information to establish customer requirements

recommending and supplying medicines and products to treat or manage eye and ear conditions to a range of customers

identifying and acting on triggers for referral to a pharmacist

written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge

role plays to confirm communication skills to meet diverse customer requirements

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SIRXSLS Sell products and services

Customer may include people:

Eye or ear care productsmay include:

Protocols and procedures may include:

Responsemay include:

Triggers for referral to a pharmacist may include:

Directions for product usemay include:

Companion productsmay include:

Sources of self-care informationmay include: