Application
The application of knowledge and skills take place around standards (particularly the SHPA Standards of Practice for Clinical Pharmacy), guidelines, policies and procedures and under the supervision of a qualified pharmacist Work performed requires a range of well developed skills where some discretion and judgement is required and individuals may take responsibility for their own outputs Application of this unit should be contextualised to reflect specific legal and ethical requirements and issues relevant to the workplace, role and function |
Prerequisites
Not Applicable
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Establish relationship with the client | 1.1 Greet clients courteously and professionally 1.2 Identify special needs of clients 1.3 Use effective communication with clients 1.4 Take into consideration cultural and personal factors when interacting with clients 1.5 Define and apply appropriate boundaries of the practitioner/client relationship 1.6 Maintain professional integrity at all times |
2. Provide specific information | 2.1 Discuss client information needs and confirm with pharmacist 2.2 Where relevant, elicit further necessary information from client or their representative to complete current background 2.3 Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the client 2.4 Select appropriate modes of communication to suit the purpose and context of the information being provided 2.5 Exercise appropriate discretion and confidentiality and explain boundaries of confidentiality to clients when appropriate or required 2.6 Negotiate appointments with client and staff for the provision of information to the client |
3. Provide prepared information to promote client education | 3.1 Provide prepared information to clients when requested by the pharmacist 3.2 Where appropriate, seek advice and assistance from the pharmacist for unresolved concerns or issues 3.3 Ensure communication difficulties are managed appropriately 3.4 Refer to the pharmacist problems relating to providing information about services 3.5 Record details of information provided to the client according to workplace procedures |
Required Skills
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge: The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role This includes knowledge of: Care of respiratory devices Client identification and confirmation of identification Documentation of demonstration of respiratory devices Documenting that CMI has been issued to client/carer Hospital storage systems to be able to elicit information from client's own medicines (with need for pharmacist's review before any medicines are returned to client) Knowledge and purpose of compliance aids i.e. dosettes, WebsterPaks Knowledge, purpose and selection criteria for respiratory devices including metered dose inhaler, accuhaler, turbuhaler, handihaler, volumatic, breath-a-tech Organisation policies, procedures and guidelines Principles of effective communication strategies, including recognition of communication and language difficulties and how to overcome these Principles of privacy and confidentiality Purpose and layout of CMI Purpose of client education to aid compliance Sources of CMI ie. pharmacy computer system, MIMs online |
Essential skills: It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role This includes the ability to: Abide by organisation procedures and practices Appropriately prepare and present information for a range of enquiries Assess client understanding of information provided Care for compliance aids and respiratory devices Collate CMI for identified client Communicate effectively including: active listening clarify and ascertain correct meanings from communication clear, concise and correct written and verbal communication communicate on a one-to-one basis correct presentation of correspondence documentation and record keeping elicit information establish rapport passing on verbal and written messages use correct grammar, spelling and punctuation use literacy and oral communication skills required to fulfil the position in a safe manner as specified by the health care facility Handle difficult situations Identify particular issues that require follow-up counselling by the pharmacist Locate, access and print CMI Make appointments to meet a range of client needs in accordance with established business practice Respond appropriately to a range of clients in a range of situations Respond appropriately to special needs Seek assistance if necessary Take into account opportunities to address waste minimisation, environmental responsibility and sustainable practice issues Use compliance aids ie dosettes, WebsterPaks Use information technology effectively Use respiratory devices including metered dose inhaler, accuhaler, turbuhaler, handihaler, volumatic, breath-a-tech |
Evidence 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 Training Package. | |
Critical aspects for assessment and evidence required to demonstrate this competency unit: | Competency is to be demonstrated by performance of all stated criteria, including paying particular attention to the Essential Knowledge and Skills elaborated in this competency unit This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of work conditions Assessment may be mostly practical and examples covering a range of situations relevant to health services provided in the workplace Evidence of workplace performance over time and covering a range of workplace situations must be obtained to inform a judgement of competence Where, for reasons of safety, space, or access to equipment and resources, assessment takes place away from the workplace, the assessment environment should represent workplace conditions as closely as possible |
Context of and specific resources for assessment: | Resource requirements may include: Participants for role plays Appropriate assessment environment |
Method of assessment | Observation in the workplace Simulations and role play Oral questioning Case studies and scenarios Supporting statement of workplace supervisor Written assignments/projects or questioning should be used to assess knowledge |
Access and equity considerations: | All workers in the health industry should be aware of access and equity issues in relation to their own area of work All workers should develop their ability to work in a culturally diverse environment In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities |
Range Statement
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any 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. | |
Special needs may include: | Disability Communication difficulties Language difficulties Presence of children/spouse Need for uninterrupted privacy Need for communication aids Need for an interpreter |
Effective communication includes: | Active listening Appropriate language Appropriate communication aids Appropriate modes of communication Appropriate demeanour and body language Appropriate tone and presentation Observation Questioning, clarifying, advising Providing appropriate and accurate information Honesty and integrity |
Elicit further necessary information may include, for example: | Information needed to ensure complete details of current medications are obtained |
Cultural and personal factors may include: | Religious background Racial background Gender Age Disability Family or social factors |
Boundaries may refer to: | Confidentiality Privacy Respect Acknowledgement of individual needs Practitioner staying within area of expertise |
Relevant information is limited to: | Confirmation of appointment date and time Medication profiles (under the direct supervision of a pharmacist) Information about the use of respiratory devices Consumer Medicine Information (CMI) Manufacturer Information Detecting new client admissions where this involves logistical issues such as checking bed lists (to notify pharmacist) Identifying clients requiring communication with community providers, where this does not involve clinical information Preparing information for transfer to community practitioners (after final check by pharmacist) Medicines supply information communication with internal medical and nursing staff or community providers (according to accepted protocol and method) Obtaining planning information e.g. details of community pharmacy, medication administration aids used, immediate discharge destination Recording clients medication brought into hospital |
Modes of communication may include: | Verbal/Non-verbal Written Formal/informal Direct/indirect |
Managed appropriately may include: | Managing emotions Defusing anger Clarifying the issues Attending to client needs as appropriate Maintaining composure and professional attitude Providing support Seeking assistance |
Sectors
Not Applicable
Employability Skills
This unit contains Employability Skills |
Licensing Information
Not Applicable