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 information on product labels and record customer information

maintain privacy and confidentiality of customer information

demonstrate procedures for selling pharmacy and pharmacistonly medicines consistent with pharmacy protocols and procedures

access and use information systems as required by the role

The following knowledge must be assessed as part of this unit

pharmacy policies protocols and procedures relating to pharmacy and pharmacistonly medicines

system for scheduling medicines

role of the Therapeutic Goods Administration TGA in approving sale of new medicines

role of the National Drugs and Poisons Schedule Committee NDPSC in scheduling medicines

broad factors taken into account when determining scheduling egquantities and concentration of active ingredients in packaged medicine

types of scheduled medicine

legal requirements and pharmacy procedures for positioning and advertising scheduled items within a pharmacy

sources of information on scheduled medicines

common problems or health conditions for which pharmacy or pharmacistonly medicines are used

common medicine terminology

health privacy principles

an understanding of the concept of evidencebased assessment of the efficacy of products and levels of evidence

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 selling pharmacy or pharmacistonly medicines including

identifying scheduled products and storage locations

applying knowledge of common medicine categories and related health conditions to identify appropriate medicines

collecting the required information from customers

identifying situations or requests requiring referral to a pharmacist and refer appropriately

providing information on selfcare and medication to customers

ensuring customers have access to a pharmacist for advice

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

uses tact and discretion when collecting and providing information to customers

provides information to customers in ways appropriate to customer needs and demonstrates appropriate techniques to confirm understanding

identifies and understands common medical terminology

understands the general legal requirements to be met by community pharmacies as they affect the role of the pharmacy assistant

locates information sources to update technical knowledge

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

plans and carries out work to meet workflow requirements and provide timely service to customers

Context of and specific resources for assessment

Assessment must ensure

demonstration of procedures to support the sale of pharmacy or pharmacistonly medicines over sufficient time to demonstrate herhis handling of a range of contingencies

interaction with customers including a range of customers typical of the customer base

sale of medicines in response to product and symptombased requests

performance is observed by the assessor or the technical expert working in partnership with the assessor

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

access to relevant pharmacy protocols and procedures

access to state or territory legislation and guidelines where appropriate

access to relevant documentation such as advice on pharmacy and pharmacistonly medicines

access to a range of customers with different requirements real or simulated

access to a range of S and S medicines and pharmacy storage locations

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 supporting the sale of pharmacy and pharmacistonly medicines to a range of customers

written or verbal questioning to assess knowledge and understanding

role plays to confirm communication skills to meet diverse customer requirements

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

Legal requirements and industry standards may vary between states and territories and include:

Sale of products must comply with:

Scheduled medicines are defined by Standards for the Uniform Scheduling of Drugs and Poisons (SUSDP) and may include:

Customers may include:

Customer needs may include:

Protocols and procedures may include:

Advice may include: