Application
This unit supports front-of-store sales work roles and is carried out under direction of a pharmacist. | |
Prerequisites
SIRPPKS001A Support the sale of pharmacy and pharmacist-only medicines. | |
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Develop knowledge of gastro-intestinal products and customer self-care practices. | 1.1 | Identify and locate gastro-intestinal products. |
1.2 | Identify customer self-care practices and sources of information on conditions that may be treated by gastro-intestinal products. | ||
1.3 | Use appropriate product terminology. | ||
2 | Identify customer gastro-intestinal needs. | 2.1 | Identify customer needs, symptoms, duration and severity. |
2.2 | Determine customer's current use of other medications and other medical conditions. | ||
2.3 | Identify and act upon situations requiring referral to pharmacist. | ||
3 | Provide information on gastro-intestinal products and services. | 3.1 | Recommend gastro-intestinal medication and products appropriate to customer symptoms and needs. |
3.2 | Provide the customer with information and directions for product use. | ||
3.3 | Provide information to customers on self-care practices. | ||
3.4 | Identify and act upon opportunities to suggest companion products relevant to desired health care outcomes. |
Required Skills
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit: interpersonal communication skills to: communicate with the customer, including obtaining and providing information and confirming understanding, through clear and direct communication ask questions to identify and confirm requirements use language and concepts appropriate to cultural differences use and interpret non-verbal communication apply literacy skills to read and interpret medication and self-care information respect and maintain privacy and confidentiality of customer information demonstrate procedures for identifying symptoms and identifying and selling gastro-intestinal medicines and products access and use information systems as required by the role plan and organise work to meet customer service requirements. |
The following knowledge must be assessed as part of this unit: pharmacy policies, protocols and procedures relating to the sale of gastro-intestinal medicines common symptoms and conditions for which gastro-intestinal medicines may be of assistance. This may include: gastroenteritis irritable bowel syndrome food intolerances celiac disease range of gastro-intestinal medicines and basic understanding of modes of action for medicines that can be sold without the involvement of a pharmacist common side effects of taking gastro-intestinal medicines common causes and risk factors that can contribute to gastro-intestinal health conditions and related lifestyle and self-care information aids and equipment that may be of assistance to customers requiring gastro-intestinal medicines role boundaries and responsibilities, and circumstances under which referral to a pharmacist or other pharmacy staff is required communication skills to collect and provide information to customers, including use of structured and open-ended questions and interpretation of non-verbal cues procedures to follow for collecting and supplying information to an agent acting on behalf of a customer communication methods and systems to operate as part of a team and provide relevant information to a pharmacist and other pharmacy staff as required. |
Evidence Required
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package. | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: applies pharmacy protocols and procedures when selling gastro-intestinal medicines, aids and equipment, including: collecting the required information from customers identifying situations or requests requiring referral to a pharmacist and refer appropriately identifying and supplying the relevant medicines, information, aids and equipment to meet customer needs using appropriate product terminology applies knowledge of common symptoms or indicators of gastro-intestinal conditions applies knowledge of the common causes of gastro-intestinal conditions applies knowledge of products appropriate to treat common gastro-intestinal conditions applies knowledge of lifestyle and self-care practices and support services respects and protects customer privacy when communicating with customers provides information to customers in ways appropriate to customer needs and demonstrates appropriate techniques to confirm understanding recognises the situations requiring referral to a pharmacist or other pharmacy staff according to pharmacy policy plans and carries out work to meet customer service workflow requirements. |
Context of and specific resources for assessment | Assessment must ensure: demonstration of the sale of gastro-intestinal medicines and products, over sufficient time to demonstrate handling of a range of contingencies performance is observed by the assessor or a technical expert working in partnership with the assessor. access to a real or simulated pharmacy environment access to relevant pharmacy protocols and procedures access to relevant documentation, such as: product information self-care advice access to a range of customers with different requirements (real or simulated) access to a range of gastro-intestinal products. |
Methods 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 selling gastro-intestinal medicines to a range of customers written or verbal questioning to assess knowledge and understanding role plays to confirm communication skills to meet diverse customer requirements. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Assessing employability skills | Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification. |
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 in the performance criteria is detailed below. | |
Sale of gastro-intestinal products must comply with: | federal and state or territory legislation industry codes of practice, standards and guidelines community pharmacy policies, protocols and procedures relating to the sale of gastro-intestinal medicines. |
Gastro-intestinal products may include: | laxatives anti-diarrhoea medicine antispasmodic medication fibre supplements rehydration solutions heartburn and indigestion medication, e.g. antacids, alginates and H2 antagonists haemorrhoidal products anthelmintic (worming) products non-scheduled products pharmacy medication. |
Gastro-intestinal products may come in various forms, including: | liquid tablet, capsule, caplets ointments and creams suppositories granules mixtures powders enemas. |
Sources of information may include: | health care information pharmacy or supplier product leaflets, brochures and manuals manufacturer information medicines databases industry and professional publications. |
Other medications may include: | prescription medicines pharmacy and pharmacist-only medicines herbal and vitamin supplements. |
Recommendations refer to: | only those medicines not requiring referral to a pharmacist for therapeutic advice. This may include S2 medicines and general (non-scheduled) items aids and equipment. |
Sectors
Sector | Community Pharmacy |
Competency Field
Community Pharmacy Product | |
Employability Skills
The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. | |
Licensing Information
Not applicable.