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

SIRCPPA017 Mapping and Delivery Guide
Assist customers with complementary medicines

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRCPPA017 - Assist customers with complementary medicines
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled complementary medicines for a range of common minor health conditions. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice or supply of Pharmacist Only Medicines (S3).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.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
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 complementary medicines and products

a diverse, commercial range of complementary medicines and products

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for supplying complementary medicines and 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 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 complementary medicines and products appropriate to customer needs, within scope of own knowledge.
  • Check contraindications on manufacturer’s information and refer to pharmacist where potential interactions with other medicines are indicated.
  • Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use.
  • Identify and use opportunities to suggest companion products relevant to desired health outcomes.
  • Offer current and accurate information from recognised sources on related lifestyle and self-care practices.
       
Element: Maintain and develop knowledge of diet related conditions, products and services.
  • 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

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Collect information about customer 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 complementary medicines and products appropriate to customer needs, within scope of own knowledge.

3.2.Check contraindications on manufacturer’s information and refer to pharmacist where potential interactions with other medicines are indicated.

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

3.4.Identify and use opportunities to suggest companion products relevant to desired health outcomes.

3.5.Offer current and accurate information from recognised sources on related lifestyle and self-care practices.

4. Maintain and develop knowledge of diet related conditions, products and services.

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:

access and interpret information about complementary medicines from two different credible sources

respond to product and symptom based requests for complementary medicines from six customers presenting with different minor health condition needs

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

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:

common minor health conditions and symptoms that may benefit from the use of complementary medicines at a basic level of understanding, for each of the following body systems:

cardiovascular

gastrointestinal

musculoskeletal

nervous

reproductive

respiratory

key terminology, jargon and common abbreviations relevant to complementary medicines, for:

common minor health conditions

medicines and products used to assist

overview of pharmacy complementary medicine and product range:

location

which products in the range are Pharmacy Medicines (S2)

types of complementary medicines and how they are named and formulated:

herbal

essential oils

homeopathics

different types of commonly-requested complementary medicine products for minor health conditions, their use, their side effects and interactions that may contraindicate their use:

products in different forms - tablets, gels, drops, sprays, creams, oils

key ingredients

modes of action, at a basic level of understanding

application

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

industry and professional publications

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations.

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

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Collect information about customer 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 complementary medicines and products appropriate to customer needs, within scope of own knowledge.

3.2.Check contraindications on manufacturer’s information and refer to pharmacist where potential interactions with other medicines are indicated.

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

3.4.Identify and use opportunities to suggest companion products relevant to desired health outcomes.

3.5.Offer current and accurate information from recognised sources on related lifestyle and self-care practices.

4. Maintain and develop knowledge of diet related conditions, products and services.

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 complementary medicines and products appropriate to customer needs, within scope of own knowledge. 
Check contraindications on manufacturer’s information and refer to pharmacist where potential interactions with other medicines are indicated. 
Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 
Identify and use opportunities to suggest companion products relevant to desired health outcomes. 
Offer current and accurate information from recognised sources 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

SIRCPPA017 - Assist customers with complementary medicines
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Assessment Record Sheet

SIRCPPA017 - Assist customers with complementary medicines

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

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Overall assessment result: Competent Not yet competent

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