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Evidence Guide: SIRCPPK201 - Assist customers seeking commonly requested vitamins, minerals and supplements

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

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SIRCPPK201 - Assist customers seeking commonly requested vitamins, minerals and supplements

What evidence can you provide to prove your understanding of each of the following citeria?

Collect information on customer vitamin or supplement needs.

  1. Approach and question customer to establish who will be using the product.
  2. Confirm relevant symptoms, their duration and their severity.
  3. Determine customer satisfaction with vitamins, minerals and supplements that have been tried to relieve symptoms or address needs.
  4. Identify any other health conditions and medicines the customer is taking.
  5. Follow pharmacy protocols and procedures to respect and protect customer privacy.
Approach and question customer to establish who will be using the product.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm relevant symptoms, their duration and their severity.

Completed
Date:

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Determine customer satisfaction with vitamins, minerals and supplements that have been tried to relieve symptoms or address needs.

Completed
Date:

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

Completed
Date:

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and respond to customer needs and requirements.

  1. Assess customer information and determine response.
  2. Act on triggers for referral to a pharmacist.
  3. Select and suggest vitamins, minerals and supplements where suited to customer symptoms and needs.
  4. Follow pharmacy procedures relating to conditions of supply for vitamins, minerals and supplements.
Assess customer information and determine response.

Completed
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Act on triggers for referral to a pharmacist.

Completed
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Select and suggest vitamins, minerals and supplements where suited to customer symptoms and needs.

Completed
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Follow pharmacy procedures relating to conditions of supply for vitamins, minerals and supplements.

Completed
Date:

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Provide relevant product, self-care and lifestyle information.

  1. Explain manufacturer’s product information and confirm customer understanding of directions for product use.
  2. Suggest companion products relevant to desired health outcomes.
  3. Provide customers with information on lifestyle, self-care practices and specialist services relating to nutrition and the treatment of vitamin and mineral deficiencies.
  4. Access and provide relevant sources of self-care information to customers.
Explain manufacturer’s product information and confirm customer understanding of directions for product use.

Completed
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Suggest companion products relevant to desired health outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customers with information on lifestyle, self-care practices and specialist services relating to nutrition and the treatment of vitamin and mineral deficiencies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
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Maintain and build own knowledge of commonly requested vitamins, minerals and supplements.

  1. Locate the pharmacy range of vitamins, minerals and supplements.
  2. Check regularly for new additions or changes to the range.
Locate the pharmacy range of vitamins, minerals and supplements.

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

Completed
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Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 knowledge of commonly requested vitamins minerals and supplements and their applications, to suggest and supply products to customers

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

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

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

apply pharmacy protocols and procedures relating to conditions of supply when supplying vitamins, minerals and supplements.

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 presenting with different requirements

a range of vitamins, minerals and supplements

pharmacy protocols and procedures

relevant documentation, such as:

product information relating to vitamins, minerals and supplements

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 interacting with a range of customers in the workplace:

seeking information to establish customer requirements

recommending and selling vitamins, minerals and supplements

suggesting companion products and lifestyle management strategies

identifying and acting on triggers for referral to a pharmacist

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.

Required Skills and Knowledge

Required skills

communication skills to:

interact with the customer to:

ask questions to identify and confirm requirements

provide information

confirm understanding

suggest and supply vitamin, mineral or supplement 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 the use of commonly requested vitamins, minerals and supplements

literacy skills to:

follow pharmacy procedures

interpret product and self-care information

use specialist information and services to support the management of nutrition

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

common diet and nutrition-related conditions and contributing factors

common causes of vitamin and mineral deficiency, including:

inadequate or fad diets

excessive alcohol consumption

excessive use of laxatives

regular consumption of overcooked food

lack of sunlight

poor food storage

overuse of convenience foods

food allergies resulting in the omission of important food groups

pregnancy and lactation

accidents and illness

regular athletic performance

commonly requested vitamins, minerals and supplements

common interactions of vitamins, minerals and supplements that may contraindicate their use along with other medicines

groups most commonly at risk of vitamin deficiency

health claims versus evidence-based assessment of the efficacy of vitamins, minerals and supplements

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

pharmacy protocols and procedures relating to the supply of vitamins, minerals and supplements, 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 the relevant medicines, information and aids to meet customer needs

respecting and protecting customer privacy

pharmacy range and locations of pharmacy vitamin, mineral and supplements and products

product and health condition terminology

relevant Pharmacist Only Medicines in the pharmacy range

sources of information, advice and specialist services relating to diet and nutrition

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.

Customermay 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

infants

who are:

drug or alcohol affected

emotionally unstable

mentally unstable

physically unwell.

Vitamins, minerals and supplements may include commonly requested:

vitamins, including:

A (Retinol-Carotene)

B-complex group:

B1 (Thiamine)

B2 (Riboflavin)

B3 (Niacin amide)

B5 (Pantothenic acid)

B6 (Pyridoxine)

B12 (Cobalamin-Cyanocobalamin)

B9 (Folic Acid)

C (Ascorbic Acid)

D (Calciferol-Viosterol-Ergosterol)

E (Tocopherol)

K (Menadione)

minerals, including:

calcium

chromium

iodine

iron

magnesium

potassium

phosphorous

selenium

sodium

zinc

supplements, including:

fish oil

glucosamine.

Protocols and procedures may include:

interacting with the customer to establish:

who the product or service is for

symptoms

duration of symptoms

other existing health conditions

assessing:

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 vitamins, minerals or supplements.

Triggers for referral to a pharmacist must 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

customer appears to be:

sick

angry

confused

dissatisfied

uncertain

under the influence of drugs or alcohol

pharmacy assistant is unsure and needs confirmation of the vitamin, mineral or supplement selected, even if the product has been requested by name

request for Pharmacist Only Medicine.

Directions for product use may include:

how to use the vitamin, mineral or supplement correctly

how often to use the vitamin, mineral or supplement

correct dose and maximum dose not to be exceeded

most common and important adverse effects

other lifestyle or management tips for the condition

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

Companion productsmay include:

analgesics and anti-inflammatory medicines and products

complementary medicines

dosage measures.

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.