Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SIRCPPA003 Mapping and Delivery Guide
Assist customers with first aid products

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRCPPA003 - Assist customers with first aid products
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, provide information on Pharmacy Medicines and unscheduled first aid products, and to supply products suited to their needs. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines.This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of first aid unscheduled products, and Pharmacy Medicines (S2):

antiseptic, skin healing and care products

aids and equipment used with first aid and wound care medicines or products

dressings, strapping, bandages and supports

surgical implements

products in different forms

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for supplying first aid products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.
Prerequisites/co-requisites
Competency Field Pharmacy Product Advice
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Collect information about customer first aid product needs.
  • Approach and question customer according to pharmacy protocol.
  • Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition.
  • Determine customer satisfaction with products previously used.
  • Identify any other health conditions and prescribed medications.
  • Follow pharmacy procedures to respect and protect customer privacy.
       
Element: Assess customer information and determine need for referral.
  • Recognise and act on information that requires referral to the pharmacist.
  • Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3).
  • Provide clear summary of customer information to pharmacist when referral is required.
  • Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
       
Element: Provide product, self-care and lifestyle information.
  • Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge.
  • Identify and use opportunities to suggest additional products relevant to customer needs.
  • Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use.
  • Offer current and accurate information on related lifestyle and self-care practices.
       
Element: Maintain and develop knowledge of first aid and products.
  • Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information.
  • Check regularly for new additions or changes to range.
  • Use product information to update knowledge of product application and directions for use.
       
Element: Collect information about customer first aid product needs.
  • Approach and question customer according to pharmacy protocol.
  • Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition.
  • Determine customer satisfaction with products previously used.
  • Identify any other health conditions and prescribed medications.
  • Follow pharmacy procedures to respect and protect customer privacy.
       
Element: Assess customer information and determine need for referral.
  • Recognise and act on information that requires referral to the pharmacist.
  • Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3).
  • Provide clear summary of customer information to pharmacist when referral is required.
  • Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
       
Element: Provide product, self-care and lifestyle information.
  • Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge.
  • Identify and use opportunities to suggest additional products relevant to customer needs.
  • Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use.
  • Offer current and accurate information on related lifestyle and self-care practices.
       
Element: Maintain and develop knowledge of first aid and products.
  • Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information.
  • Check regularly for new additions or changes to range.
  • Use product information to update knowledge of product application and directions for use.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

Elements

Performance Criteria

1. Collect information about customer first aid product needs.

1.1 Approach and question customer according to pharmacy protocol.

1.2 Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition.

1.3 Determine customer satisfaction with products previously used.

1.4 Identify any other health conditions and prescribed medications.

1.5 Follow pharmacy procedures to respect and protect customer privacy.

2. Assess customer information and determine need for referral.

2.1 Recognise and act on information that requires referral to the pharmacist.

2.2 Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3).

2.3 Provide clear summary of customer information to pharmacist when referral is required.

2.4 Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.

3. Provide product, self-care and lifestyle information.

3.1 Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge.

3.2 Identify and use opportunities to suggest additional products relevant to customer needs.

3.3 Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use.

3.4 Offer current and accurate information on related lifestyle and self-care practices.

4. Maintain and develop knowledge of first aid and products.

4.1 Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information.

4.2 Check regularly for new additions or changes to range.

4.3 Use product information to update knowledge of product application and directions for use.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for first aid products that require referral

suggest suitable first aid products for six customers presenting with different needs that individually or cumulatively include the need for:

skin healing and care products

dressings, strapping, bandages or supports

surgical implements

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic aspects of these common injuries and wounds encountered by pharmacy personnel:

minor acute wounds

breaks

bruising

sprains

skin structure, at a basic level of understanding; healing process and advantages of moist healing

common lifestyle risk factors that can contribute to sustaining injuries and wounds and methods of self-care

key terminology, jargon and common abbreviations for:

minor injuries and wounds

first aid products used to relieve symptoms

overview of pharmacy product range for first aid; Pharmacy Medicines and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines

first aid kits

different types of commonly-requested products, their use, their side effects and interactions that may contraindicate their use:

â—¦ antiseptic, skin healing and care products

aids and equipment used with first aid products

dressings, strapping, bandages and supports

surgical implements

products in these various forms:

adhesive and non adhesive pads and patches

creams and ointments

liquids, sprays and gels

pastes.

sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites; government and not-for profit organisations

organisational procedures for supplying first aid products.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Elements

Performance Criteria

1. Collect information about customer first aid product needs.

1.1 Approach and question customer according to pharmacy protocol.

1.2 Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition.

1.3 Determine customer satisfaction with products previously used.

1.4 Identify any other health conditions and prescribed medications.

1.5 Follow pharmacy procedures to respect and protect customer privacy.

2. Assess customer information and determine need for referral.

2.1 Recognise and act on information that requires referral to the pharmacist.

2.2 Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3).

2.3 Provide clear summary of customer information to pharmacist when referral is required.

2.4 Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.

3. Provide product, self-care and lifestyle information.

3.1 Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge.

3.2 Identify and use opportunities to suggest additional products relevant to customer needs.

3.3 Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use.

3.4 Offer current and accurate information on related lifestyle and self-care practices.

4. Maintain and develop knowledge of first aid and products.

4.1 Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information.

4.2 Check regularly for new additions or changes to range.

4.3 Use product information to update knowledge of product application and directions for use.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Approach and question customer according to pharmacy protocol. 
Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 
Determine customer satisfaction with products previously used. 
Identify any other health conditions and prescribed medications. 
Follow pharmacy procedures to respect and protect customer privacy. 
Recognise and act on information that requires referral to the pharmacist. 
Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 
Provide clear summary of customer information to pharmacist when referral is required. 
Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures. 
Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 
Identify and use opportunities to suggest additional products relevant to customer needs. 
Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 
Offer current and accurate information on related lifestyle and self-care practices. 
Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 
Check regularly for new additions or changes to range. 
Use product information to update knowledge of product application and directions for use. 
Approach and question customer according to pharmacy protocol. 
Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 
Determine customer satisfaction with products previously used. 
Identify any other health conditions and prescribed medications. 
Follow pharmacy procedures to respect and protect customer privacy. 
Recognise and act on information that requires referral to the pharmacist. 
Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 
Provide clear summary of customer information to pharmacist when referral is required. 
Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures. 
Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 
Identify and use opportunities to suggest additional products relevant to customer needs. 
Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 
Offer current and accurate information on related lifestyle and self-care practices. 
Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 
Check regularly for new additions or changes to range. 
Use product information to update knowledge of product application and directions for use. 

Forms

Assessment Cover Sheet

SIRCPPA003 - Assist customers with first aid products
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

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Assessor name:

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Assessment Record Sheet

SIRCPPA003 - Assist customers with first aid products

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

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