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

SIRCPPK205 Mapping and Delivery Guide
Assist customers seeking to relieve cough and cold symptoms

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRCPPK205 - Assist customers seeking to relieve cough and cold symptoms
Description This unit describes the performance outcomes, skills and knowledge required to provide information to customers on products, services and customer self-care practices for cough and cold conditions; and supply products 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 cough and cold relief. 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.
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 cough and cold 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 cough and cold medicines and 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.
  • Select and suggest Pharmacy Medicine or unscheduled medicines and products where suited to customer cough and cold symptoms and requirements.
  • Follow pharmacy procedures relating to conditions of supply for cough and cold products.
       
Element: Provide relevant product, self-care and lifestyle information.
  • Explain manufacturer’s product information and confirm customer understanding of directions for product use.
  • Suggest companion products relevant to desired health outcomes.
  • 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 cough and cold products.
  • Identify the pharmacy range and location of cough and cold products.
  • Maintain currency of knowledge with respect to new additions or changes to the pharmacy 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

apply knowledge of the common symptoms and indicators of cough and cold conditions and the pharmacy product range to suggest suitable medicines and products to customers

apply pharmacy protocols and procedures relating to conditions of supply for cough and cold medicines and products.

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 cough and cold requirements

a range of Pharmacy Medicines, unscheduled medicines and aids used to treat and support customers with cough and cold conditions

relevant pharmacy protocols and procedures

relevant documentation, such as:

medicine and 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:

collecting and assessing information to establish customer needs and requirements

identifying and acting on triggers for referral to a pharmacist

suggesting and selling products to treat or manage cough and cold conditions

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

suggest and supply products to relieve coughs and colds

refer customers to a pharmacist or other pharmacy staff

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 Pharmacy Medicines and unscheduled medicines used to relieve the symptoms of coughs and colds

literacy skills to:

interpret medicine, 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 team, providing relevant information to and seeking advice from a pharmacist and other pharmacy staff as required

technical skills to assess cough and cold requirements

technology skills to:

access and use information systems required by the role

demonstrate procedures for using relevant aids and equipment that may assist customers requiring cough and cold-related medicines

Required knowledge

aids and equipment that may be of assistance to customers seeking relief from coughs and colds, such as steam vaporisers

common risk factors that can contribute to coughs and colds and related lifestyle and self-care information

common side effects of taking cough and cold medicines

common symptoms and conditions for which cough and cold medicines and products may be of assistance

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

pharmacy protocols and procedures relating to the supply of cough and cold medicines and 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 the relevant medicines, information, aids and equipment to meet customer needs

respecting and protecting customer privacy

terms applied to medicines and products used to treat or manage coughs and colds

pharmacy range and locations of Pharmacy Medicines, Pharmacist Only Medicines and unscheduled medicines used to treat coughs and colds

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.

Cough and cold medicines and products may include:

cough suppressant

cough expectorant and mucolytic

sympathomimetic decongestants

analgesics

sedating and non-sedating antihistamines

medicines and products in various forms, including:

liquid

capsules and tablets

inhalants

ointments and rubs

lozenges and capsules

nasal sprays and drops

steam vaporisers

complementary medicines

unscheduled medicines

Pharmacy 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.

Response may include:

referral to:

a more experienced team member

a pharmacist

recommending medicine or products

Triggers for referral to a pharmacist may include:

customer who is:

a child under 6

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

requested a large quantity of one or more cough and cold treatment medicines

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.

Directions for product use may include:

how to use the medicine correctly

how often to use the medicine

correct dose and maximum dose not to be exceeded

most common and important adverse effects

other lifestyle or management tips for the condition

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

Companion products may include:

vitamins and mineral products

fish oils

aids and equipment.

Sources of self-care information may include:

customer self-care cards

health-care fact sheets

pharmacy or supplier product leaflets, brochures and manuals

product support material, such as:

booklets

relevant 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 cough and cold medicines and 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. 
Select and suggest Pharmacy Medicine or unscheduled medicines and products where suited to customer cough and cold symptoms and requirements. 
Follow pharmacy procedures relating to conditions of supply for cough and cold products. 
Explain manufacturer’s product information and confirm customer understanding of directions for product use. 
Suggest companion products relevant to desired health outcomes. 
Offer lifestyle and self-care advice where relevant to desired health-care outcomes. 
Access and provide relevant sources of self-care information to customers. 
Identify the pharmacy range and location of cough and cold products. 
Maintain currency of knowledge with respect to new additions or changes to the pharmacy range. 

Forms

Assessment Cover Sheet

SIRCPPK205 - Assist customers seeking to relieve cough and cold symptoms
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

SIRCPPK205 - Assist customers seeking to relieve cough and cold symptoms

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: