This unit supports front-of-store sales work roles and is carried out under direction of a pharmacist.
SIRPPKS001A Support the sale of pharmacy and pharmacist-only medicines.
Elements and Performance Criteria
Develop knowledge of cough and cold products and customer self-care practices.
Identify and locate cough and cold products.
Identify customer self-care practices and sources of information on conditions that may be treated by cough and cold products.
Use appropriate product terminology.
Identify customer cough and cold needs.
Identify customer needs, symptoms, duration and severity.
Determine customer's current use of other medications and other medical conditions.
Identify and act upon situations requiring referral to pharmacist.
Provide information on cough and cold products and services.
Recommend cough and cold medication and products appropriate to customer symptoms and needs.
Provide the customer with information and directions for product use.
Provide information to customers on self-care practices.
Identify and act upon opportunities to suggest companion products relevant to desired health care outcomes.
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 medication and self-care information
respect and maintain privacy and confidentiality of customer information
demonstrate procedures for identifying symptoms and identifying and selling cough and cold medicines and products
demonstrate procedures for using relevant aids and equipment that may assist customers requiring cough and cold medicines
access and use information systems as required by the role
plan and organise work to meet customer service requirements.
The following knowledge must be assessed as part of this unit:
pharmacy policies, protocols and procedures relating to the sale of cough and cold medicines
common symptoms and conditions for which cough and cold medicines may be of assistance
range of cough and cold medicines and basic understanding of modes of action for medicines that can be sold without the involvement of a pharmacist
common side effects of taking cough and cold medicines
common risk factors that can contribute to coughs and colds and related lifestyle and self-care information
aids and equipment that may be of assistance to customers requiring cough and cold medicines
role boundaries and responsibilities, and circumstances under which referral to a pharmacist or other pharmacy staff is required
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 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.
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 selling cough and cold medicines, aids and equipment, including:
collecting the required information from customers
identifying situations or requests requiring referral to a pharmacist and refer appropriately
identifying and supplying the relevant medicines, information, aids and equipment to meet customer needs
using appropriate product terminology
applies knowledge of common symptoms or indicators of cough and cold-related conditions
applies knowledge of the common cough and cold-related conditions
applies knowledge of products appropriate to treat common cough and cold conditions
applies knowledge of lifestyle, self-care practices and support services
respects and protects customer privacy when communicating with customers
provides information to customers in ways appropriate to customer needs and demonstrates appropriate techniques to confirm understanding
recognises the situations requiring referral to a pharmacist or other pharmacy staff according to pharmacy policy
plans and carries out work to meet customer service workflow requirements.
Context of and specific resources for assessment
Assessment must ensure:
demonstration of the sale of cough and cold medicines and products, over sufficient time to demonstrate handling of a range of contingencies
performance is observed by the assessor or a technical expert working in partnership with the assessor.
access to a real or simulated pharmacy environment
access to relevant pharmacy protocols and procedures
access to relevant documentation, such as:
access to a range of customers with different requirements (real or simulated)
access to a range of cough and cold products.
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 selling cough and cold medicines 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.
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.
Sale of cough and cold products must comply with:
federal and state or territory legislation
industry codes of practice, standards and guidelines
community pharmacy policies, protocols and procedures relating to the sale of cough and cold medicines.
Cough and cold products may include:
cough expectorant and mucolytic
sedating and non-sedating antihistamines.
Medicines and products may include:
Cough and cold products may come in various forms, including:
capsules and tablet
ointments and rubs
lozenges and capsules
nasal sprays and drops
Sources of information on cough and cold conditions may include:
health care information
pharmacy or supplier product leaflets, brochures and manuals
industry and professional publications.
Other medications may include:
pharmacy and pharmacist-only medicines
herbal and vitamin supplements.
Recommendations refer to:
only those medicines not requiring referral to a pharmacist for therapeutic advice. This may include S2 medicines and general (non-scheduled) items
aids and equipment.
Community Pharmacy Product
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.