This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

interpersonal communication skills to

communicate with the customer including obtaining and providing information and confirming understanding through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

apply literacy skills to read and interpret prescription information and record customer information

read and interpret directions and maps to plan efficient delivery routes and locate addresses

respect and maintain private and confidential customer information

demonstrate procedures for delivering items to customers outside the pharmacy consistent with pharmacy protocols and procedures

follow procedures to respond to situations where no authorised person is available to receive items

access and use information systems as to record and reconcile delivery information

The following knowledge must be assessed as part of this unit

pharmacy policies protocols and procedures relating to delivering prescription items to customers outside the pharmacy

communication skills to collect and provide information to customers including use of structured and openended questions and interpretation of nonverbal cues

procedures to follow in the event that the customer or an authorised agent is not available to accept delivery

protocols for responding to customer questions and communication methods and systems to ensure that a pharmacist is able to provide required advice and information to the customer

product and delivery charges and methods of payment

health privacy principles as they relate to home delivery of medicines

label information such as

dosage regimen egdose time in relation to food

frequency

duration of treatment

special storage requirements egcold chain

payment options and procedures

procedures to protect security of self product and cash

procedures to follow in the event of theft loss or accident

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

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

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

Evidence of the following is essential

applies pharmacy protocols and procedures when assisting with dispensary operations including

confirming delivery requirements

planning and communicating delivery schedule

preparing handling and packaging items for transportation

delivering items and ensuring customer has access to required pharmacist support

completing sale of items

maintain documentation

implementing reconciliation procedures

respects and protects customer privacy when communicating with customers and maintaining customer records

understands storage conditions and requirements of dispensed items

recognises the situations requiring referral to a pharmacist or other pharmacy staff according to pharmacy policy

awareness of procedures to follow where an authorised person is not available to receive items

awareness of procedures to ensure safety of self and product

plans delivery routes to achieve efficient delivery outcomes

Context of and specific resources for assessment

Assessment must ensure

demonstration of delivery of a range of prescription and nonprescription items

delivery of items requiring special handling

access to a workplace and delivery environment that meets Pharmacy Board and relevant industry standards for dispensary operations

access to relevant pharmacy protocols and procedures

access to delivery documentation and recordkeeping systems

access to relevant documentation such as

prescriptions real or simulated

selfcare information

delivery checklists

customer details

access to a range of dispensed items for delivery

access to a range of customers in different locations real or simulated

access to a range of dispensed items for delivery

access to maps or location information

Methods 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 delivering items to customers outside the pharmacy over sufficient time to demonstrate handling of a range of contingencies

written or verbal questioning to assess knowledge and understanding

evidence that completion of workplace documentation and records relevant to delivering medicines is timely and accurate

role plays to demonstrate communication with customers from a range of backgrounds and with different capacities and needs

role plays to demonstrate understanding of contingency management procedures

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

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification

The delivery of prescriptions to customers outside the pharmacy is consistent with the requirements of:

Pharmacy products may include:

Customers may include:

Details must include:

Delivery information may include:

Ready for delivery includes:

Handling and storage requirements may include:

Delivery documentation may include:

Verifying customer or agent identity may include:

Information provided on medicines may include:

Confirming customer understanding may include: