Elements and Performance Criteria
- Collect information regarding customer cough and cold needs.
- Approach and question customer to establish who will be using the product.
- Confirm relevant symptoms, their duration and their severity.
- Determine customer satisfaction with cough and cold medicines and products that have been tried to relieve symptoms.
- Identify any other health conditions and medicines the customer is taking.
- Follow pharmacy protocols and procedures to respect and protect customer privacy.
- Identify and respond to customer needs and requirements.
- Assess customer information and determine response.
- Act on triggers for referral to a pharmacist.
- Select and suggest Pharmacy Medicine or unscheduled medicines and products where suited to customer cough and cold symptoms and requirements.
- Follow pharmacy procedures relating to conditions of supply for cough and cold products.
- Provide relevant product, self-care and lifestyle information.
- Explain manufacturer’s product information and confirm customer understanding of directions for product use.
- Suggest companion products relevant to desired health outcomes.
- Offer lifestyle and self-care advice where relevant to desired health-care outcomes.
- Access and provide relevant sources of self-care information to customers.
- Maintain and build own knowledge of cough and cold products.