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 medication and selfcare information

respect and maintain privacy and confidentiality of customer information

demonstrate procedures for identifying symptoms and identifying and selling first aid and wound care medicines and products

select appropriate bandages dressings strapping and supports

demonstrate procedures for applying bandages dressings strapping and supports

demonstrate procedures for using relevant aids and equipment that may assist customers requiring first aid and wound care medicines

access and use information systems as required by the role

plan and organise work to meet customer service requirements

The following knowledge must be assessed as part of this unit

pharmacy policies protocols and procedures relating to the sale of first aid and wound care medicines

range of first aid and wound care medicines and products and basic understanding of application for injury conditions and modes of action for medicines that can be sold without the involvement of a pharmacist

common side effects of taking first aid and wound care medicines

aids and equipment that may be of assistance to customers requiring first aid and wound care medicines

common risk factors that can contribute to sustaining injuries and wounds and related lifestyle and selfcare information

basic understanding of common types of injuries

sprains

breaks

bruising

infection

basic understanding of types of injuries and wounds

acute wounds

chronic wounds

basic understanding of skin structure and musculoskeletal system and healing process and stages

awareness of advantages of moist would healing

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

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

procedures to follow for collecting and supplying information to an agent acting on behalf of a customer

communication methods and systems to operate as part of a team and provide relevant information to a pharmacist and other pharmacy staff as 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 first aid and wound care medicines aids and equipment including

collecting the required information from customers

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

identifying and supplying the relevant medicines information aids and equipment to meet customer needs

demonstrating the application of dressings aids and equipment

using appropriate product terminology

applies knowledge of the common causes of injuries and wounds

applies knowledge of products appropriate to treat injuries and wounds

applies knowledge of injury and wound types and healing process and stages

applies knowledge of lifestyle selfcare practices and support services

respects and protects customer privacy when communicating with customers

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

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

plans and carries out work to meet customer service workflow requirements

Context of and specific resources for assessment

Assessment must ensure

demonstration of the sale of first aid and wound care medicines and products over sufficient time to demonstrate handling of a range of contingencies

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

access to a real or simulated pharmacy environment

access to relevant pharmacy protocols and procedures

access to relevant documentation such as

product information

selfcare advice

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

access to a range of first aid and wound care products

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 selling first aid and wound care medicines and products 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 For example

SIRPPKSOA Provide information products and services to support home health care

SIRPPKSO18A Provide information, products and services to support home health care

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

Sale of first aid and wound care products must comply with:

First aid and wound care products may include:

Medicines and products may include:

First aid and wound care products may come in various forms, including:

Sources of information may include:

Other medications may include:

Recommendations refer to: