Required skills

communication skills to

interact with the customer to

ask questions to identify and confirm requirements

provide information

confirm understanding

suggest and supply medical devices

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 medical devices

literacy skills to

interpret product and selfcare information

follow pharmacy procedures

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 team and provide and seek relevant information from a pharmacist and other pharmacy staff as required

technology skills to

demonstrate procedures for using medical devices to customers

access and use information systems required by the role

Required knowledge

common conditions for which pharmacy medical devices may be of assistance

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

pharmacy procedures relating to the supply of medical devices 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 or a more experienced staff member

identifying and supplying relevant information medical devices and their parts or attachments to meet customer needs

respecting and protecting customer privacy

types locations and method of application for medical devices in the pharmacy range

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 procedures for identifying and acting on triggers for referral to a pharmacist or to a more experienced staff member

apply knowledge of symptoms or indicators of common conditions and the pharmacy medical devices 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 workplace environment which may include customer interruptions and involvement in other related activities normally expected in the pharmacy

Assessment must ensure access to

pharmacy protocols and procedures

relevant documentation such as

product information

selfcare advice

a range of medical devices used to manage common conditions

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 medical devices 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:

Medical devicesmay include:

Responsemay include:

Triggers for referral to a pharmacistmay include:

Directions for product usemay include:

Sources of self-care information may include: