Application
This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled cough and cold relief products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).
This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.
This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Collect information about customer cough and cold relief needs. | 1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy. |
2. Assess customer information and determine need for referral. | 2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures. |
3. Provide product, self-care and lifestyle information. | 3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices. |
4. Maintain and develop knowledge of cough and cold relief products. | 4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
recognise and respond appropriately to three product or symptom based requests for cough and cold relief products that require referral
suggest suitable cough and cold relief medicines or products for six customers presenting with different needs that individually or cumulatively include the need for:
analgesics
cough expectorant
cough suppressant
antihistamines
decongestants
products in different forms
provide directions for product use and other information on lifestyle and self-care practices for each of the above customers
recommend as appropriate to customer needs, across the product suite, a mix of:
unscheduled medicines and products
Pharmacy Medicines (S2)
respond to the needs of each of the following customer types:
adults of both genders
the elderly
children.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
common conditions and symptoms for which cough and cold relief medicines and products are used
common lifestyle risk factors that can contribute to coughs and colds and methods of self-care
key terminology, jargon and common abbreviations for:
cough and cold health conditions
medicines and products used to relieve symptoms
overview of pharmacy range of cough and cold relief products; Pharmacy Medicines (S2) and unscheduled medicines and products:
location
which products in the range are Pharmacist Only Medicines (S3)
different types of commonly requested products, their use, their side effects and interactions that may contraindicate their use:
analgesics
cough expectorant
cough suppressant
antihistamines
decongestants
products in different forms:
capsules and tablets
inhalants
liquid
lozenges and capsules
nasal sprays and drops
ointments and rubs
features and uses of aids and equipment used with cough and cold relief medicines and products
recognised and credible sources and format of product, lifestyle and self-care information:
manufacturer product support materials:
Consumer Medicines Information (CMI)
product leaflets, brochures, booklets
internet sites
health-care fact sheets
medicines databases
pharmacy manuals
reputable health education internet sites
government and not-for profit organisations
organisational procedures for supplying cough and cold relief medicines.
Assessment Conditions
Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure use of:
information technology hardware and software
online information systems
pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)
a diverse commercial range of cough and cold relief unscheduled products and Pharmacy Medicines (S2) in different forms:
analgesics
cough expectorant
cough suppressant
antihistamines
decongestants
customer brochures and leaflets providing information on:
directions for product use
lifestyle and self-care practices
organisational procedures for supplying cough and cold relief medicines and products
customers with whom the individual can interact; these can be:
customers in an industry workplace who are served by the individual during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:
have worked in the pharmacy sector for at least two years.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
Numeracy skills to: | calculate dosage and quantity requirements. |
Technology skills to: | use online information systems to search for information. |
Sectors
Community Pharmacy
Competency Field
Pharmacy Product Advice