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Elements and Performance Criteria

  1. Collect information regarding customer first aid and wound care needs.
  2. Identify and respond to customer needs and requirements.
  3. Provide relevant product, self-care and lifestyle information.
  4. Maintain and build own knowledge of first aid and wound care products.

Required Skills

Required skills

communication skills to

interact with the customer to

ask questions to identify and confirm requirements

provide information

confirm understanding

suggest and supply first aid and wound 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 range of Pharmacy Medicines and unscheduled first aid and wound care products

literacy skills to

follow pharmacy procedures

interpret medication and selfcare information

planning and organisational skills to meet customer service timelines

problemsolving skills to assess and respond to customer information

teamwork skills to operate as part of a team and provide relevant information to a pharmacist and other pharmacy staff as required

technical skills to

select appropriate bandages dressings strapping and supports

demonstrate procedures for applying bandages dressings strapping and supports

demonstrate procedures for using relevant aids and equipment that may assist customers requiring first aid and wound care medicines

technology skills to access and use information systems required by the role

Required knowledge

aids and equipment that may be of assistance to customers requiring first aid and wound care products

appropriate product terminology

common risk factors that can contribute to sustaining injuries and wounds and related lifestyle and selfcare information

common types of injuries encountered in pharmacies including

sprains

breaks

bruising

infection

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

pharmacy protocols and procedures relating to the supply of first aid and wound care products including

collecting required information from customers

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

identifying and acting on a referral to a pharmacist

identifying and supplying relevant first aid and wound care medicines products 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 for first aid and wound care and basic understanding of their application for injury conditions and modes of action

skin structure the healing process and advantages of moist wound healing

types of wounds encountered in pharmacies including

acute wounds

chronic wounds

Evidence Required

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

demonstrate appropriate techniques to confirm customer understanding of directions for product use and ongoing selfcare of wounds or injuries

apply knowledge of common wounds injuries and the pharmacy range to suggest and supply suitable first aid and wound care medicines aids and equipment

apply pharmacy protocols and procedures relating to conditions of supply for first aid and wound care medicines and products

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 workplace 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 items and companion products used to treat and support customers with injuries and wounds

pharmacy protocols and procedures

relevant documentation such as

first aid and wound care product information

selfcare 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 for first aid and wound care to a range of customers

acting on situations or requests that indicate the need to refer customers to a pharmacist or a more senior colleague

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


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customer may include people:

from a range of social, cultural and ethnic backgrounds and with varying mental and physical abilities

visiting the pharmacy, contacting the pharmacy by phone, or in their own home

with special needs, such as:

the elderly

infants

who are:

drug or alcohol affected

emotionally unstable

mentally unstable

physically unwell.

First aid and wound care productsmay include:

dressings, strapping, bandages and supports

surgical implements

antiseptic, skin healing and care products

aids and equipment, e.g.protective devices and mobility aids

unscheduled medicines

Pharmacy Medicines

products in various forms, including:

liquids, sprays and gels

adhesive and nonadhesive pads and patches

creams and ointments

pastes.

Protocols and procedures may include:

interacting with the customer to establish:

who the product or service is for

symptoms

duration of symptoms

other existing health conditions

assessing:

customer responses to questions

own confidence that the product or service requested by the customer or envisaged by the pharmacy assistant is right for the customer’s symptoms.

Responsemay include:

referral to:

a more experienced team member

a pharmacist

recommending medicine or products.

Triggers for referral to a pharmacist may include:

customer who is:

a child under 2

an aged person

pregnant or breastfeeding

taking other medicines

customer who has:

had the complaint for some time

other health conditions, such as asthma, diabetes and high blood pressure

used the product before but is not satisfied with its efficacy

requested for a large quantity

customer appears to be:

sick

angry

confused

dissatisfied

uncertain

under the influence of drugs or alcohol

pharmacy assistant is unsure and needs confirmation of the medicine selected, even if the product has been requested by name

request for Pharmacist Only Medicine.

Directions for product usemay include:

how to use wound care products and medicines correctly

how often to change dressings

most common and important adverse effects

other lifestyle or management tips for the condition

to contact the pharmacy if the product or medicine does not help or the symptoms persist.

Companion productsmay include:

vitamins and supplements

complementary medicines

aids and equipment.

Sources of self-care information may include:

customer self-care cards

health-care fact sheets

pharmacy or supplier product leaflets, brochures and manuals

product support material, such as:

booklets

reputable internet resources.