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Evidence Guide: SIRCPPK205 - Assist customers seeking to relieve cough and cold symptoms

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

 

SIRCPPK205 - Assist customers seeking to relieve cough and cold symptoms

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

Collect information regarding customer cough and cold 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 cough and cold medicines and 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 cough and cold medicines and 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:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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 Medicine or unscheduled medicines and products where suited to customer cough and cold symptoms and requirements.
  4. Follow pharmacy procedures relating to conditions of supply for cough and cold 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 Medicine or unscheduled medicines and products where suited to customer cough and cold symptoms and requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow pharmacy procedures relating to conditions of supply for cough and cold 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
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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 cough and cold products.

  1. Identify the pharmacy range and location of cough and cold products.
  2. Maintain currency of knowledge with respect to new additions or changes to the pharmacy range.
Identify the pharmacy range and location of cough and cold products.

Completed
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Maintain currency of knowledge with respect to new additions or changes to the pharmacy 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 the common symptoms and indicators of cough and cold conditions and the pharmacy product range to suggest suitable medicines and products to customers

apply pharmacy protocols and procedures relating to conditions of supply for cough and cold 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 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 cough and cold requirements

a range of Pharmacy Medicines, unscheduled medicines and aids used to treat and support customers with cough and cold conditions

relevant 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:

collecting and assessing information to establish customer needs and requirements

identifying and acting on triggers for referral to a pharmacist

suggesting and selling products to treat or manage cough and cold conditions

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 products to relieve coughs and colds

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 medicines used to relieve the symptoms of coughs and colds

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 team, providing relevant information to and seeking advice from a pharmacist and other pharmacy staff as required

technical skills to assess cough and cold 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 cough and cold-related medicines

Required knowledge

aids and equipment that may be of assistance to customers seeking relief from coughs and colds, such as steam vaporisers

common risk factors that can contribute to coughs and colds and related lifestyle and self-care information

common side effects of taking cough and cold medicines

common symptoms and conditions for which cough and cold medicines and products may be of assistance

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

pharmacy protocols and procedures relating to the supply of cough and cold 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

terms applied to medicines and products used to treat or manage coughs and colds

pharmacy range and locations of Pharmacy Medicines, Pharmacist Only Medicines and unscheduled medicines used to treat coughs and colds

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.

Cough and cold medicines and products may include:

cough suppressant

cough expectorant and mucolytic

sympathomimetic decongestants

analgesics

sedating and non-sedating antihistamines

medicines and products in various forms, including:

liquid

capsules and tablets

inhalants

ointments and rubs

lozenges and capsules

nasal sprays and drops

steam vaporisers

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.

Response may 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:

a child under 6

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

requested a large quantity of one or more cough and cold treatment medicines

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 use may include:

how to use the medicine correctly

how often to use the medicine

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 does not help or the symptoms persist.

Companion products may include:

vitamins and mineral products

fish oils

aids and equipment.

Sources of self-care information may include:

customer self-care cards

health-care fact sheets

pharmacy or supplier product leaflets, brochures and manuals

product support material, such as:

booklets

relevant internet resources.