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Evidence Guide: SIRCPPK202 - Assist customers seeking eye and ear products

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!

From the Wiki University

 

SIRCPPK202 - Assist customers seeking eye and ear products

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

Collect information regarding customer eye or ear care 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 eye or ear care products that have been tried to relieve symptoms.
  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:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine customer satisfaction with eye or ear care products that have been tried to relieve symptoms.

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 Pharmacy Medicines or unscheduled medicines and products where suited to customer eye or ear symptoms and requirements.
  4. Follow pharmacy procedures relating to conditions of supply of eye and ear medicines and products.
Assess customer information and determine response.

Completed
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Act on triggers for referral to a pharmacist.

Completed
Date:

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Select and suggest Pharmacy Medicines or unscheduled medicines and products where suited to customer eye or ear symptoms and requirements.

Completed
Date:

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Follow pharmacy procedures relating to conditions of supply of eye and ear medicines and products.

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. Offer lifestyle and self-care advice where relevant to desired health-care outcomes.
  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
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Offer lifestyle and self-care advice where relevant to desired health-care outcomes.

Completed
Date:

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

Completed
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Maintain and build own knowledge of eye and ear care medicines and products.

  1. Locate the pharmacy range of eye and ear care medicines and products.
  2. Check regularly for new additions or changes to the range.
Locate the pharmacy range of eye and ear care medicines and products.

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:

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

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

apply knowledge of symptoms or indicators of common eye and ear conditions and the pharmacy product range to suggest and supply suitable medicines and products to customers

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

apply pharmacy protocols and procedures relating to conditions of supply for eye and ear care medicines, products, aids and equipment.

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 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 Pharmacy Medicines, unscheduled medicines and products used to treat and support customers with eye or ear conditions

pharmacy protocols and procedures

relevant documentation, such as:

medicine and 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 supplying medicines and products to treat or manage eye and ear conditions, to a range of customers

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, for example:

SIRXSLS201 Sell products and services.

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 eye and ear care 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 on the pharmacy range of Pharmacy Medicines and unscheduled eye and ear care products

literacy skills to:

interpret medicine, product and self-care information

follow pharmacy protocols and procedures

numeracy skills to calculate dosage or quantity requirements

planning and organising skills to meet customer service timelines

problem-solving skills to assess and respond to customer information

teamwork skills to operate as part of a pharmacy team, providing relevant information to and seeking advice from a pharmacist and other pharmacy staff as required

technical skills to assess eye and ear requirements

technology skills to:

access and use information systems required by the role

demonstrate procedures for using relevant aids and equipment that may assist customers requiring eye or ear care products

Required knowledge

aids and equipment that may be of assistance to customers requiring eye or ear care medicines or products

common risk factors that can contribute to eye or ear conditions and related lifestyle and self-care information

common side effects of using eye or ear care medicines

common symptoms and conditions for which eye and ear products may be of assistance

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 eye or ear care 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 the relevant medicines, information, aids and equipment to meet customer needs

respecting and protecting customer privacy

pharmacy range and locations of Pharmacy Medicines, Pharmacist Only Medicines and unscheduled medicines and products used to treat eye and ear conditions

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

infants

who are:

drug or alcohol affected

emotionally unstable

mentally unstable

physically unwell.

Eye or ear care productsmay include:

ear protection products

contact lens products

products in various forms, including:

liquids

drops

washes and sprays

ointments and creams

complementary medicines

unscheduled medicines

Pharmacy Medicines.

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 medicines or products.

Triggers for referral to a pharmacist may 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 medicine selected, even if the product has been requested by name

request for Pharmacist Only Medicine.

Directions for product usemay include:

how to use the medicine or product correctly

how often to use the medicine or product

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 medicine or product doesn’t help or symptoms persist.

Companion productsmay include:

vitamins and supplements

aids and equipment.

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, such as:

booklets

reputable internet resources.