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 products for continence management. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice or 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 continence management 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 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.Explain and demonstrate use, care and maintenance of re-usable incontinence products, aids and equipment. 3.4.Advise customers on environmentally sound waste disposal methods. 3.5.Provide clear and accurate information on the Continence Aids Payment Scheme (CAPS). 3.6.Offer current and accurate information from recognised sources on related lifestyle and self-care practices and specialist support services. |
4. Maintain and develop knowledge of continence management, products and services. | 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:
access and interpret information about continence management and specialist support services from two different sources
suggest suitable continence management products for three customers presenting with different needs
provide directions for product use and other information on lifestyle and self-care practices for each of the above customers
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:
key features of the Continence Aids Payment Scheme (CAPS)
groups at risk of incontinence
common types of incontinence
causes, at a basic level of understanding, and triggers that can contribute to incontinence and methods of self-care
hygiene issues associated with incontinence and methods of self-care
key terminology, jargon and common abbreviations relevant to continence management, for:
health conditions
medicines and products used to assist
overview of pharmacy product range for continence management and common side effects:
location
disposable products
male and female:
washable
bed and chair protective pads
skincare products:
environmentally sound disposal methods for disposable incontinence products
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
industry and professional publications
medicines databases
pharmacy manuals
reputable health education internet sites
government and not-for profit organisations:
Australian government Bladder and Bowel website
National Continence Helpline
Continence Foundation of Australia
role boundaries and responsibilities of pharmacy assistants, and circumstances which require and trigger referral to a pharmacist
organisational procedures for supplying incontinence products:
questions that must be asked to collect information about customer needs
collecting and supplying information to an agent acting on behalf of a customer
identifying and acting on triggers for referral to a pharmacist
maintaining privacy and confidentiality of customer information.
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 incontinence products
a diverse, commercial range of incontinence products:
disposable products
male and female
washable
bed and chair protective pads
skincare products
customer brochures and leaflets providing information on:
directions for product use
care and maintenance of aids and equipment
lifestyle and self-care practices
Continence Aids Payment Scheme (CAPS)
specialist services that support continence management
organisational procedures for supplying incontinence 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. | |
Technology skills to: | use online information systems to search for information. |
Sectors
Community Pharmacy
Competency Field
Pharmacy Product Advice