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Elements and Performance Criteria

  1. Confirm prescription and customer details.
  2. Confirm customer's prescription needs.
  3. Deliver medicines to customers within the community pharmacy.

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 nonverbal communication

apply literacy skills to read and interpret prescription information and record customer information

respect and maintain privacy and confidentiality of customer information

demonstrate procedures for accepting prescriptions and delivering medicines consistent with pharmacy protocols and procedures

apply protocols and procedures for offering bioequivalent generic medicines

access and use information systems as required by the role

The following knowledge must be assessed as part of this unit

pharmacy policies protocols and procedures relating to accepting prescriptions and delivering medicines

Pharmaceutical Benefits Scheme and Medicare Australia system and supply rules including

customer eligibility and access

payments for general customers noncardholders and concessional customers


safety net entitlements

rules on supplying repeat prescriptions

brand substitution information

product costing policy reflecting brand price premiums and therapeutic premiums

basic understanding of the term bioequivalent products as defined by the Therapeutic Goods Administration TGA

pricing policy and procedures

communication skills to collect and provide information to customers including use of structured and openended questions and interpretation of nonverbal 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

health privacy principles as they relate to accepting prescriptions and delivering medicines

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

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 accepting and delivering prescriptions including

collecting the required information from customers

maintaining customer and prescription data

identifying situations or requests requiring referral to a pharmacist and refer appropriately

delivering medicine to customers

ensuring the customer has access to a pharmacist for advice

respects and protects customer privacy when communicating with customers and maintaining customer records

uses tact and discretion when collecting and providing information to customers

provides information to customers in ways appropriate to customer needs and demonstrates appropriate techniques to confirm understanding

identifies and understands different types of prescriptions and entitlements

recognises the situations requiring referral to a pharmacist or other pharmacy staff according to pharmacy policy

plans and carries out work to meet dispensary workflow requirements and provide timely delivery of dispensed items to customers

Context of and specific resources for assessment

Assessment must ensure

demonstration of accepting prescriptions and delivering medicine over sufficient time to demonstrate handling of a range of contingencies

interaction with customers including a range of customers typical of the customer base

delivery of a range of prescription medicine

performance is observed by the assessor or the technical expert working in partnership with the assessor

assessment must be undertaken in a real workplace environment that meets Pharmacy Board and relevant industry standards for dispensary operations

access to relevant pharmacy protocols and procedures

access to federal and state or territory legislation and guidelines where appropriate

access to relevant documentation such as

Pharmaceutical Benefits Scheme PBS information

prescriptions real or simulated

access to a range of customers with different requirements real or simulated

access to dispensed medicine for delivery to customer

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 accepting prescriptions and delivering medicine 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

completing workplace documentation relevant to accepting prescriptions

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.

The acceptance of prescriptions and delivery of medicines must comply with

federal and state or territory legislation

industry codes of practice, standards and guidelines

community pharmacy policies, protocols and procedures relating to accepting prescriptions and delivering dispensed medicine.

Prescription legality, validityand completeness must include:

doctor's full name, current address and date

name of medicine, quantity prescribed and dosage requirements is clearly indicated

prescription is current

adequate written instructions on the dosage regimen

prescription is clear and there is no indication of tampering or forgery

any self-treatment meets legal and regulatory requirements

timing of requests to fill repeat scripts.

Customers may include:

customers or their agents

customers with routine or special requests

customers with special needs, e.g. elderly, non-English-speaking background, infants, unwell, drug affected, grieving or upset

regular and new customers

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Details must include:

full name and current address

date of birth where patient is elderly (over 70 years) or young (under 12 years)

entitlement number, if any, under the Pharmaceutical Benefits Scheme

Medicare details

private health cover and receipt requirements

allergies or adverse reactions to medications suffered in the past

current use of other medications (including complementary medicines).

Prescriptions may include:

National Health prescriptions

repatriation scripts or Veteran Affairs scripts

private scripts

doctors bag orders

dental scripts

veterinary scripts.

Prescription discrepancies may include:

incomplete or incorrect prescriber or customer details

out-of-date prescriptions

prescriptions marked 'cancelled' or otherwise, such as to indicate they have been dispensed and completed

invalid prescriptions, e.g. forged or altered information, or written by prescriber for self-treatment

request for excessive quantities.

Factors that affect prescription preparation time may include:

out of stock

special preparation requirements, e.g. compounded products.

Checking medicine must include:

that the required items have been dispensed

correct quantity is supplied

correct labels are attached.

Verifying customer identity must include:

questioning to confirm that the correct customer receives the correct medicine

requesting dated signature of customer or their agent as confirmation of receipt.

Information provided on medicines may include:

pharmacy labels

cautionary or advisory labels

additional information or advice prepared by a pharmacist

information provided by the supplier

self-care and health information

Consumer Medicine Information (CMI).

Confirming customer understanding may include:

explaining information contained on cautionary and advisory labels in plain English suited to the customer communication requirements

questioning to confirm that the correct customer understands the information provided

inviting further questions from the customer

referring the customer to a pharmacist where more detailed support or advice is required.

Appropriate packaging includes packaging that protects customer privacy and may include:

opaque packaging

paper bags

other packaging as determined by the pharmacy as appropriate to meeting customer needs.