- SIRPDIS002A - Deliver prescription medicines to customers outside the pharmacy
Deliver prescription medicines to customers outside the pharmacy
This unit may apply to both front of store and dispensary work roles, and is carried out under direction of a pharmacist.
Elements and Performance Criteria
Confirm customer delivery requirements.
Identify pharmacy products to be delivered.
Identify prescription items required.
Confirm customer details.
Confirm delivery information with the customer.
Prepare and plan prescription deliveries.
Confirm that items are ready for delivery.
Liaise with a pharmacist to confirm method of providing customer advice.
Prepare items for delivery to meet handling and storage requirements
Confirm that delivery documentation is accurate and complete.
Plan the delivery route.
Schedule deliveries to suit requirements of the pharmacy and customers.
Deliver medicine to customers outside the community pharmacy.
Locate the customer address.
Verify customer or agent identity against delivery instructions.
Explain information provided onmedicines and confirm customer understanding.
Arrange for pharmacist follow up in situations requiring additional assistance or therapeutic advice.
Finalise the sales transaction.
Reconcile delivery items and records.
Reconcile medicines and other items collected with items distributed
Reconcile cash payment with the value of items sold.
Complete delivery documentation and records.
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 prescription information and record customer information
read and interpret directions and maps to plan efficient delivery routes and locate addresses
respect and maintain private and confidential customer information
demonstrate procedures for delivering items to customers outside the pharmacy consistent with pharmacy protocols and procedures
follow procedures to respond to situations where no authorised person is available to receive items
access and use information systems as to record and reconcile delivery information.
The following knowledge must be assessed as part of this unit:
pharmacy policies, protocols and procedures relating to delivering prescription items to customers outside the pharmacy
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 in the event that the customer or an authorised agent is not available to accept delivery
protocols for responding to customer questions and communication methods and systems to ensure that a pharmacist is able to provide required advice and information to the customer
product and delivery charges and methods of payment
health privacy principles as they relate to home delivery of medicines
label information, such as:
dosage regimen, e.g. dose time in relation to food
duration of treatment
special storage requirements, e.g. cold chain
payment options and procedures
procedures to protect security of self, product and cash
procedures to follow in the event of theft, loss or accident
role boundaries and responsibilities and circumstances under which referral to a pharmacist or other pharmacy staff is 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 assisting with dispensary operations, including:
confirming delivery requirements
planning and communicating delivery schedule
preparing, handling and packaging items for transportation
delivering items and ensuring customer has access to required pharmacist support
completing sale of items
implementing reconciliation procedures
respects and protects customer privacy when communicating with customers and maintaining customer records
understands storage conditions and requirements of dispensed items
recognises the situations requiring referral to a pharmacist or other pharmacy staff according to pharmacy policy
awareness of procedures to follow where an authorised person is not available to receive items
awareness of procedures to ensure safety of self and product
plans delivery routes to achieve efficient delivery outcomes.
Context of and specific resources for assessment
Assessment must ensure:
demonstration of delivery of a range of prescription and non-prescription items
delivery of items requiring special handling.
access to a workplace and delivery environment that meets Pharmacy Board and relevant industry standards for dispensary operations
access to relevant pharmacy protocols and procedures
access to delivery documentation and record-keeping systems
access to relevant documentation, such as:
prescriptions (real or simulated)
access to a range of dispensed items for delivery
access to a range of customers in different locations (real or simulated)
access to a range of dispensed items for delivery
access to maps or location information.
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 delivering items to customers outside the pharmacy, over sufficient time to demonstrate handling of a range of contingencies
written or verbal questioning to assess knowledge and understanding
evidence that completion of workplace documentation and records relevant to delivering medicines is timely and accurate
role plays to demonstrate communication with customers from a range of backgrounds and with different capacities and needs
role plays to demonstrate understanding of contingency management procedures.
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.
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 delivery of prescriptions to customers outside the pharmacy is consistent with the requirements of:
federal and state or territory legislation
industry codes of practice, standards and guidelines
community pharmacy policies, protocols and procedures relating to home delivery services.
Pharmacy products may include:
other pharmacy products.
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
private health cover and receipt requirements
allergies or adverse reactions to medications suffered in the past
current use of other medications, including complementary medicines
specific location advice.
Delivery information may include:
items on the prescriptions to be dispensed
other products required
estimated delivery time
persons authorised to accept delivery.
Ready for delivery includes:
assembled items are complete, clearly and correctly labelled and match customer requirements
a pharmacist has verified dispensed items
required information and advice accompanies the items
items are packaged appropriately to protect customer privacy and product integrity.
Handling and storage requirements may include:
temperature control and cold chain items
Delivery documentation may include:
prescription documentation (to be signed by customer or agent)
self-care and health information
other information supplied by a pharmacist
Verifying customer or agent identity may include:
confirming that a person other than the customer who receives medicines is listed as authorised to receive on delivery information
confirming that the person receiving medicines is not a child
requesting dated signature of customer or their agent as confirmation of receipt.
Information provided on medicines may include:
cautionary and 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
arranging for the customer to make contact with a pharmacist where more detailed support or advice is required.
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.