Assist customers seeking sexual health medicines and products

This unit describes the performance outcomes, skills and knowledge required to assess customer needs, advise on, select and supply sexual health medicines and products from the pharmacy range.


This unit applies to community pharmacy employees working as pharmacy assistants. Pharmacy assistants work directly with customers, providing information on and supplying sexual health Pharmacy Medicines and unscheduled medicine products. 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.



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. Collect information on customer sexual health needs.

1.1.Approach and question customer to establish who will be using the product.

1.2.Confirm relevant symptoms, their duration and their severity.

1.3.Determine customer satisfaction with sexual health medicines and products that have been tried.

1.4.Identify any other health conditions and medicines the customer is taking.

1.5.Follow pharmacy protocols and procedures to respect and protect customer privacy.

2. Identify and respond to customer needs and requirements.

2.1.Assess customer information and determine response.

2.2.Act on triggers for referral to a pharmacist.

2.3.Select and suggest a Pharmacy Medicine or unscheduled medicine or product suited to customer sexual health symptoms and needs.

2.4.Follow pharmacy procedures relating to conditions of supply for sexual health products.

3. Provide relevant product, self-care and lifestyle information.

3.1.Explain manufacturer’s product information and confirm customer understanding of directions for product use.

3.2.Suggest companion products relevant to desired health outcomes.

3.3.Provide customers with information on lifestyle, self-care practices and specialist services related to sexual health.

3.4.Access and provide relevant sources of self-care information to customers

4. Maintain and build own knowledge of sexual health products.

4.1.Locate the pharmacy range of sexual health products.

4.2.Check regularly for new additions or changes to the range.

Required Skills

Required skills

communication skills to:

interact with the customer to:

ask questions to identify and confirm requirements

provide information

confirm understanding

suggest and supply sexual health medicines and products

refer customers to a pharmacist or other pharmacy staff

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

learning skills to maintain currency of knowledge about sexual health medicines and products

literacy skills to:

follow pharmacy procedures

interpret product and self-care information

planning and organising skills to meet customer service requirements

problem-solving skills to assess and respond to customer information

teamwork skills to operate as part of a team and provide relevant information to a pharmacist and other pharmacy staff as required

technology skills to access and use information systems required by the role

Required knowledge

aids and equipment that may be of assistance to customers with sexual health conditions

common risk factors that can contribute to sexual health related infections

men’s and women’s conditions, including:

erectile dysfunction

reproductive problems, menstrual and menopause conditions

sexual hygiene

sexually transmissible infections


personal role boundaries, responsibilities and circumstance under which referral to a pharmacist or other pharmacy staff is required

pharmacy procedures regarding the supply of sexual health medicines and products, including:

collecting required 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

identifying and supplying medicines, products, information, aids and equipment to meet customer needs

respecting and protecting customer privacy

relevant product and health condition terminology

pharmacy range and locations of sexual health Pharmacy Medicines, Pharmacist Only Medicines and unscheduled medicines

sources of information, advice and specialist services relating to men’s and women’s health

symptoms of common conditions that may be contagious and appropriate infection-control strategies

transference of infection relating to men’s and women’s health conditions and appropriate infection-control strategies

Evidence Required

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:

collect information from and inform customers, in ways appropriate to their needs

demonstrate appropriate techniques to confirm customer understanding of directions for product use

follow pharmacy protocols and procedures for identifying and acting on triggers for referral to a pharmacist

apply knowledge of men’s and women’s sexual health conditions when supplying related medicines, aids and equipment

follow pharmacy protocols and procedures relating to conditions of supply when selling sexual health medicines and products.

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 workplace 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 requirements

a range of sexual health medicines, products, aids and equipment

pharmacy protocols and procedures

relevant documentation, such as:

men’s and women’s health-care product 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:

applying pharmacy protocols and procedures

seeking information to establish customer requirements

recommending and selling sexual health medicines, aids and equipment to a range of customers

acting on situations or requests that indicate the need to refer customers to a pharmacist or a more senior colleague

written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge

role plays to confirm communication skills to meet diverse customer requirements

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SIRXSLS201 Sell products and services.

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. 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.

Customer may include people:

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 the elderly

who are:

drug or alcohol affected

emotionally unstable

mentally unstable

physically unwell.

Sexual health medicines and productsmay include:





self-test kits, such as:

home testing pregnancy or ovulation kits

breast testing kits

antifungal medication

thrush treatments

pelvic floor aids and equipment

complementary medicines

unscheduled medicines

pharmacy medication.

Protocols and procedures may include:

interacting with the customer to establish:

who the product or service is for


duration of symptoms

other existing health conditions


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.

Responsemay include:

referral to:

a more experienced team member

a pharmacist

recommending medicine or products.

Triggers for referral to a pharmacist may include:

customer who is:

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

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.

Directions for product usemay include:

explaining and demonstrating use, care and maintenance of:


test kits and equipment

how to apply or use medicines

most common and important adverse effects

lifestyle or management tips for the condition

to contact the pharmacy if the product or medicine does not help or the symptoms persist.

Sources of self-care informationmay include:

customer self-care cards

health-care fact sheets

pharmacy or supplier product leaflets, brochures and manuals

product support material

reputable internet resources.


Community Pharmacy

Competency Field

Pharmacy Product Knowledge

Employability Skills

This unit contains employability skills.

Licensing Information

All relevant federal, state or territory legislation, Pharmacy Board of Australia Guidelines, and established practice and quality assurance standards are to be met relating to the promotion and supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3).