Application
This unit describes the skills and knowledge required to identify and respond to pharmacy client information needs in relation to medicines and pharmacy services. Information recipients may be end user clients or other health professionals supporting the client.
This unit applies to pharmacy assistants and technicians working under the supervision of a pharmacist.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements define the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element |
1. Identify client information needs | 1.1 Review client documentation to identify the medicines the client is taking 1.2 Clarify client information needs with pharmacist 1.3 Identify and plan to meet client special needs which may impact on the effectiveness of communication 1.4 Use standard assessment tools 1.5 Discuss information needs with the client and /or carer and refer needs outside of scope of role to the pharmacist |
2. Gather and prepare information to meet client needs | 2.1 Access reference material to gather information 2.2 Ensure information is in a suitable format for the client to understand 2.3 Select appropriate |
3. Provide specific or prepared information to clients | 3.1 Provide prepared information to clients when requested by the pharmacist 3.2 Present relevant information to the client clearly and in sufficient detail to meet the needs of the client 3.3 Reinforce the key messages provided to clients by the pharmacist or through consumer medicine information (CMI) and refer needs outside of scope of role to the pharmacist 3.4 Exercise appropriate discretion and confidentiality and explain boundaries of confidentiality to client 3.5 Seek advice and assistance from the pharmacist for unresolved concerns or issues 3.6 Negotiate appointments with client and staff for the provision of information to the client |
4. Collect information and provide to other health professionals | 4.1 Detect new client admission and notify pharmacist 4.2 Record client’s medication brought into hospital 4.3 Communicate medicines supply information to internal medical, nursing staff and community providers 4.4 Obtain discharge planning information from relevant source 4.5 Prepare information for health professional for verification by the pharmacist 4.6 Transfer information to health professional after verification by pharmacist |
5. Confirm that client information needs have been met | 5.1 Clarify with client that they understand the information provided 5.2 Confirm with the pharmacist that client information needs have been met 5.3 Record details of information provided to the client |
Evidence of Performance
The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:
complied with legislative and professional practice standards in the collection and provision of a medicines list for at least 10 clients, using effective communication techniques to elicit and provide information in one-to-one communication, including:
listened actively
used techniques to establish rapport
used techniques to clarify meaning
provided clear, concise and correct information both verbally and in writing
recognised and addressed issues of concern
identified issues outside scope of practice and referred them to the pharmacist
Evidence of Knowledge
The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:
legal and ethical requirements (national, state/territory) for pharmacy work, and how these are applied in organisations, including:
codes of conduct
duty of care (and implications of negligence)
informed consent
privacy, confidentiality and disclosure
records management
rights and responsibilities of workers, employers and clients
specific legislation:
medicines and their use
the practice of pharmacy
different schedules of medicines and pharmaceutical products
work role boundaries – responsibilities and limitations, including limitations of own work role and type of information able to be provided:
CMI
confirmation of appointment date and time
information about the use of respiratory devices
information about the use of dose administration aids (DAAs)
standardised (workplace approved) information for clients
work health and safety
purpose and scope of client education to aid compliance with administration of medicines
procedures for client identification and confirmation of identification
CMI:
purpose and layout
sources of pharmacy computer system, National Prescribing Services online CMI search
documentation:
assessment of client’s ability to manage medications
list of medications brought into hospital
that CMI or other medication-related information has been issued to client/carer
purpose and features of DAAs and limitations and problems with these devices
principles of effective communication, including recognition of communication and language difficulties and how to overcome these
features of current medication lists, purpose and layout
sources and method of preparation of electronic and hard copy information
purpose of, and methods for, standardised assessment of client’s ability to manage medications
factors that affect clients’ ability to manage medications, including special needs related to:
communication environment and context
cognitive ability
cultural or language barriers
respiratory devices:
care of respiratory devices
demonstration of respiratory devices
knowledge, purpose and selection criteria for respiratory devices (including: dry powder inhalers, metered dose inhaler, spacers )
structure and functions of the body systems and associated components, including:
cardiovascular system
cells, tissues and organs
digestive system
endocrine system
integumentary system
lymphatic system
musculo-skeletal system
nervous system
reproductive system
respiratory system
the special senses – smell, taste, vision, equilibrium and hearing
urinary system
purposes of different medicine groups, including:
analgesics and anti-inflammatory agents
anti-coagulants
anti-depressants
anti-diabetic agents
anti-epileptics
anti-gout agents
anti-histamines
anti-hypertensives
anxiolytics and hypnotics
asthma treating agents
cholesterol and lipid lowering agents
corticosteroids
cytotoxics
diuretics
gastro-intestinal agents
heart medicines
hormonal medicines
osteoporosis medicines
viral and anti-bacterial agents, anti-fungals or antibiotics
factors affecting medicine groups:
blood pressure
breast feeding
geriatric
paediatric
pregnancy
issues that affect the use of medicine in an individual:
bioavailability
bioequivalence
medicines absorption
medicines distribution
medicines elimination
medicines half-life
medicines metabolism
concept of medicines:
medicines interactions
medicines food interactions and incompatibilities
Assessment Conditions
Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:
use of suitable facilities, equipment and resources, including CMI
modelling of industry operating conditions, including communication with clients and health professionals
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
Foundation Skills
The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance. |
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency. |