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 aids and equipment information and instructions for use

respect and maintain privacy and confidentiality of customer information

demonstrate procedures for assessing degree of limitation and customer need and identifying and selling aids and equipment to meet customer needs

demonstrate procedures for measuring fitting and using relevant aids and equipment as appropriate that may assist customers

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 and hire of home care aids and equipment

common conditions that may be supported by the use of home care aids and equipment

range of aids and equipment

product range features and benefits

aids and equipment use fitting and adjustment as appropriate

care cleaning and storage

suppliers of home care aids and equipment and procedures and responsibilities for sourcing aids and equipment

the role of formal assessment by health specialists

when formal assessment is appropriate

specialist disciplines egoccupational therapist or physiotherapist

questions and techniques to assess restrictions and limitations

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

aids and equipment suitable for hire and related cleaning care and storage requirements

health claims versus evidencebased assessment of the efficacy of aids and equipment

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

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 or hiring aids and equipment including

collecting the required information from customers

assessing customer capacity and needs

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

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

using appropriate product terminology

applies knowledge of the common conditions that can be assisted by home health care aids and equipment

applies knowledge of home health care aids and equipment range and application

applies an understanding lifestyle and selfcare practices

applies an understanding of evidencebased assessment of the efficacy of home health care aids and equipment

applies understanding of relevant specialist disciplines and related sources of current information and 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 or hiring of aids and equipment 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

aids and equipment product information

lifestyle and selfcare advice

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

access to a range of aids and equipment

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 or hiring aids and equipment 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

Sale or hire of home health care aids and equipment products must comply with:

Aids and equipment products may include:

Sources of information may include:

Common conditions can be temporary or long-term and may include: