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Elements and Performance Criteria

  1. Collect information regarding customer oral care needs.
  2. Identify and respond to customer needs and requirements.
  3. Provide relevant product and oral care and lifestyle information.
  4. Maintain and build own knowledge of oral 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

provide advice on lifestyle selfcare practices specialist services and practitioners

suggest and supply oral care products

refer customers to a pharmacist or other pharmacy staff member

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 unscheduled oral care products

literacy skills to

interpret 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 and providing relevant information and seeking advice from a pharmacist and other pharmacy staff as required

technology skills to

access and use information systems required by the role

use aids and equipment that may assist customers requiring oral care products

Required knowledge

aids and equipment that may be of assistance to customers requiring oral care medicines

common oral conditions for which pharmacy medicines and 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 oral 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 triggers for referral to a pharmacist

identifying and supplying relevant oral care information products 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 used for oral care conditions

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 or other pharmacy staff member

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

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

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 oral care requirements

a range of unscheduled medicines and products used to treat and support customers with oral conditions

pharmacy protocols and procedures

relevant documentation such as

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 oral 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


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.

Oral care productsmay include:

denture preparations and accessories

oral health products, such as:

anaesthetic products

dental hygiene products

electric toothbrushes

mouthwashes

products in various forms, including:

liquids

drops

washes and sprays

gels and paints

ointments and creams

unscheduled medicines.

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 or a more experienced staff member 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

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 (S3).

Directions for product usemay include:

how to use the product correctly

how often to use the product

correct dose or quantity

most common and important adverse effects

other lifestyle or management tips for the condition

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

Sources of self-care informationmay 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.