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

SIRCPPK204 Mapping and Delivery Guide
Assist customers seeking oral care products

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRCPPK204 - Assist customers seeking oral care products
Description This unit describes the performance outcomes, skills and knowledge required to assess customer needs, select and supply oral care products, and advise on self-care practices relevant to their needs.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to community pharmacy employees working as pharmacy assistants. Pharmacy assistants work directly with customers, providing information on and supplying Pharmacy Medicines and unscheduled medicine products for oral care. In situations where customers require referral to a pharmacist for therapeutic advice, or where the supply of Pharmacist Only Medicines or products is required, the pharmacy assistant gathers information, refers the customer on, and then supports the pharmacist by finalising the supply of medicines and products.A person undertaking this role is required to work under the supervision of a pharmacist.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites SIRCHCS201Support the supply of Pharmacy Medicines and Pharmacist Only Medicines
Competency Field Pharmacy Product Knowledge
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 regarding customer oral care needs.
  • Approach and question customer to establish who will be using the product.
  • Confirm relevant symptoms, their duration and their severity.
  • Determine customer satisfaction with oral care products that have been tried to relieve symptoms.
  • Identify any other health conditions and medicines the customer is taking.
  • Follow pharmacy protocols and procedures to respect and protect customer privacy.
       
Element: Identify and respond to customer needs and requirements.
  • Assess customer information and determine response.
  • Act on triggers for referral to a pharmacist or a more experienced staff member.
  • Select and suggest unscheduled medicines and products where suited to customer’s oral symptoms and requirements.
       
Element: Provide relevant product and oral care and lifestyle information.
  • Explain manufacturer’s product information and confirm customer understanding of directions for product use.
  • Offer lifestyle and self-care advice where relevant to desired health-care outcomes.
  • Access and provide relevant sources of self-care information to customers.
       
Element: Maintain and build own knowledge of oral care products.
  • Locate the pharmacy range of oral care medicines and products.
  • Check regularly for new additions or changes to the range.
       


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.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

collect information from and inform customers, in ways appropriate to their needs

follow pharmacy protocols and procedures for identifying and acting on triggers for referral to a pharmacist or other pharmacy staff member

apply knowledge of symptoms or indicators of common oral conditions and the pharmacy product range to suggest and supply suitable products to customers

demonstrate appropriate techniques to confirm customer understanding of directions for product use.

Context of and specific resources for assessment

Assessment must ensure that competency is:

observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment guidelines

demonstrated across a range of customers over sufficient time to include handling of a range of contingencies

demonstrated in a real or simulated pharmacy environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.

Assessment must ensure access to:

a range of real or simulated customers with different oral care requirements

a range of unscheduled medicines and products used to treat and support customers with oral conditions

pharmacy protocols and procedures

relevant documentation, such as:

product information

self-care and lifestyle advice.

Method 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:

applying pharmacy protocols and procedures

seeking information to establish customer requirements

recommending and supplying medicines and products to treat or manage oral conditions, to a range of customers

identifying and acting on triggers for referral to a pharmacist

written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge

role plays to confirm communication skills to meet diverse customer requirements

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SIRXSLS201 Sell products and services.

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.

Required skills

communication skills to:

interact with the customer to:

ask questions to identify and confirm requirements

provide information

confirm understanding

provide advice on lifestyle, self-care practices, specialist services and practitioners

suggest and supply oral care products

refer customers to a pharmacist or other pharmacy staff member

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

learning skills to maintain currency of knowledge on the pharmacy range of unscheduled oral care products

literacy skills to:

interpret product and self-care information

follow pharmacy protocols and procedures

numeracy skills to calculate dosage or quantity requirements

planning and organising skills to meet customer service timelines

problem-solving skills to assess and respond to customer information

teamwork skills to operate as part of a pharmacy team and providing relevant information and seeking advice from a pharmacist and other pharmacy staff as required

technology skills to:

access and use information systems required by the role

use aids and equipment that may assist customers requiring oral care products

Required knowledge

aids and equipment that may be of assistance to customers requiring oral care medicines

common oral conditions for which pharmacy medicines and products may be of assistance

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

pharmacy protocols and procedures relating to the supply of oral care products, including:

collecting required information from customers

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

identifying and acting on triggers for referral to a pharmacist

identifying and supplying relevant oral care information, products, aids and equipment to meet customer needs

respecting and protecting customer privacy

pharmacy range and locations of Pharmacy Medicines, Pharmacist Only Medicines and unscheduled medicines used for oral care conditions

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customer may include people:

from a range of social, cultural and ethnic backgrounds and with varying mental and physical abilities

visiting the pharmacy, contacting the pharmacy by phone, or in their own home

with special needs, such as:

the elderly

infants

who are:

drug or alcohol affected

emotionally unstable

mentally unstable

physically unwell.

Oral care productsmay include:

denture preparations and accessories

oral health products, such as:

anaesthetic products

dental hygiene products

electric toothbrushes

mouthwashes

products in various forms, including:

liquids

drops

washes and sprays

gels and paints

ointments and creams

unscheduled medicines.

Protocols and procedures may include:

interacting with the customer to establish:

who the product or service is for

symptoms

duration of symptoms

other existing health conditions

assessing:

customer responses to questions

own confidence that the product or service requested by the customer or envisaged by the pharmacy assistant is right for the customer’s symptoms.

Responsemay include:

referral to:

a more experienced team member

a pharmacist

recommending medicine or products.

Triggers for referral to a pharmacist or a more experienced staff member may include:

customer who is:

a child under 2

an aged person

pregnant or breastfeeding

taking other medicines

customer who has:

had the complaint for some time

other health conditions, such as asthma, diabetes and high blood pressure

used the product before but is not satisfied with its efficacy

customer appears to be:

sick

angry

confused

dissatisfied

uncertain

under the influence of drugs or alcohol

pharmacy assistant is unsure and needs confirmation of the medicine selected, even if the product has been requested by name

request for Pharmacist Only Medicine (S3).

Directions for product usemay include:

how to use the product correctly

how often to use the product

correct dose or quantity

most common and important adverse effects

other lifestyle or management tips for the condition

to contact the pharmacy if the medicine or product does not help or the symptoms persist.

Sources of self-care informationmay include:

customer self-care cards

health-care fact sheets

pharmacy or supplier product leaflets, brochures and manuals

product support material, such as booklets

reputable internet resources.

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 to establish who will be using the product. 
Confirm relevant symptoms, their duration and their severity. 
Determine customer satisfaction with oral care products that have been tried to relieve symptoms. 
Identify any other health conditions and medicines the customer is taking. 
Follow pharmacy protocols and procedures to respect and protect customer privacy. 
Assess customer information and determine response. 
Act on triggers for referral to a pharmacist or a more experienced staff member. 
Select and suggest unscheduled medicines and products where suited to customer’s oral symptoms and requirements. 
Explain manufacturer’s product information and confirm customer understanding of directions for product use. 
Offer lifestyle and self-care advice where relevant to desired health-care outcomes. 
Access and provide relevant sources of self-care information to customers. 
Locate the pharmacy range of oral care medicines and products. 
Check regularly for new additions or changes to the range. 

Forms

Assessment Cover Sheet

SIRCPPK204 - Assist customers seeking oral care 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

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SIRCPPK204 - Assist customers seeking oral care 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:

Signature:

Date:

Student signature:

Date: