This unit applies to community pharmacy employees working as pharmacy assistants or dispensary assistants. Pharmacy assistants work directly with customers and may suggest Pharmacy Medicines or unscheduled medicines for wound care management. 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.
Comply with infection control policies and procedures
Support the supply of Pharmacy Medicines and Pharmacist Only Medicines
Elements and Performance Criteria
Elements describe the essential outcomes of a unit of competency.
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.
1. Develop knowledge of wound care and related products.
1.1.Recognise wound types and signs of infection.
1.2.Identify contributing factors and groups at risk of infection.
1.3.Identify and locate the pharmacy range of wound care medicines and products.
1.4.Identify and access sources of information on wound care.
2. Identify customer needs.
2.1.Follow pharmacy protocols and procedures to determine customer requirements.
2.2.Identify and act on triggers for referral to a pharmacist.
2.3.Interact with customer to identify wound type and appearance and level of improvement in wound healing.
2.4.Seek pharmacist advice where customer believes wound is displaying signs of infection.
2.5.Follow pharmacy procedures to respect and protect customer privacy.
3. Provide information on wound care products and management.
3.1.Finalise supply of scheduled medicines and products to customers, or after pharmacist provision of therapeutic advice where required.
3.2.Recommend unscheduled medicines, products, equipment and aids appropriate to wound type.
3.3.Provide the customer with directions for product use.
3.4.Recommend and comply with relevant conditions relating to supply of wound care products.
3.5.Identify and act on opportunities to suggest companion products relevant to desired health-care outcomes.
3.6.Identify and access sources of information, specialist services and practitioners.
communication skills to:
interact with the customer to:
ask questions to identify and confirm requirements
explain wound self-care practices
recommend and supply wound care dressings, medications, aids and equipment
provide advice on lifestyle, self-care practices, specialist services and practitioners
refer to a pharmacist
use language and concepts appropriate to cultural differences
use and interpret non-verbal communication
learning skills to maintain personal currency of knowledge about wound care
literacy skills to:
interpret and explain product and self-care information
locate and interpret specialist information to support wound care management
planning and organising skills to organise work to meet customer service requirements
technical skills to:
assess wound care requirements
use equipment for home wound care
technology skills to access and use online systems to source information on wound care
teamwork skills to operate as part of a pharmacy team, providing relevant information and seeking advice from a pharmacist and other pharmacy staff as required
basic understanding of anatomical structure of skin as it relates to healing stages and indicators:
inflammatory or defensive stage
maturation or remodelling stage
common factors that can contribute to the likelihood of wounds or exacerbate wound care problems and related lifestyle and self-care information
common wound types and causes of wounds and their associated care requirements, including:
acute wounds caused by:
chronic wounds, such as ulcers caused by poor circulation or medical conditions
contusion, bruising and soft tissue injury caused by:
knock or fall
penetrating wounds (puncture) caused by sharp objects
bites and stings
burns and scalds
personal role boundaries, responsibilities and circumstances under which referral to a pharmacist or other pharmacy staff is required
pharmacy protocols and procedures relating to the sale of wound care medicines, aids, kits and equipment, including:
collecting 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
providing wound care advice
respecting and protecting customer privacy
sale of wound care products, aids and equipment
pharmacy range of wound care medicines and products along with basic understanding of their modes of action
relevant product and wound care terminology
sources of information, advice and specialist services relating to wound care
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:
apply pharmacy protocols and procedures when interacting with customers and assessing their wound care requirements
apply knowledge of common wound types and associated care requirements when recommending and selling wound care medicines, equipment, products and aids
provide information to customers in ways appropriate to customer needs and demonstrate techniques to confirm understanding
recognise and act on situations or requests requiring referral to a pharmacist
refer to relevant sources of information to assist the customer and maintain personal currency of knowledge.
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 wound care requirements
a range of wound care products
pharmacy protocols and procedures
relevant documentation, such as:
wound care product and service 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:
consulting with customers to identify their wound care requirements
providing advice on wound care and supplying wound care medicines, products, equipment and aids
advising on self-care
written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance
role plays to confirm communication skills to meet diverse customer requirements.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
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.
Signs of infection
localised heat in the area surrounding the wound
Wound care medicines and products may include:
antiseptic and saline washes
cold and hot packs
Pharmacist Only Medicines
Prescription Only Medicines
skincare products, such as:
wound dressings, such as:
spray on dressings
gels, granules, pastes and beads
low adherent absorbent dressings
strapping, bandaging and sports tape.
Sources of information
pharmacy or supplier product leaflets, brochures and manuals
industry and professional publications
Protocols and procedures may include:
interacting with the customer to establish:
who the product is for
duration of symptoms
other existing health conditions
other medications being used by the customer
where the wound is
time of last tetanus shot where relevant to the wound
if they have seen a doctor
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.
Customer requirements may include:
wound care services
wound care products, medications, aids or equipment
advice on wound management.
Triggers for referral to a pharmacist 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
requested a large quantity of one or more medicines or products
customer appears to be:
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.
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:
drug or alcohol affected
Directions for product use may include:
how to use wound care products and medicines correctly
how often to change dressings or use medicine
how to avoid infection
most common and important adverse effects
other lifestyle or management tips for the condition
to contact the pharmacy if the product or medicine does not help or the symptoms persist.
Conditions relating to supply
federal and state or territory legislation
industry codes of practice, standards and guidelines
pharmacy protocols and procedures relating to the sale of wound care medicines and products.
Specialist services and practitioners may include:
other health-care specialists
Health Care Support
This unit contains employability skills.
All relevant federal, state or territory legislation, Pharmacy Board of Australia Guidelines, and established practice and quality assurance standards are to be met.