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 home health care aids and equipment to support customer self-care practices.
Identify and locate home health care aids and equipment products.
Identify customer self-care practices and sources of information on home health care.
Use appropriate product terminology.
Identify common conditions that can be supported using home health care aids and equipment.
Identify customer needs.
Identify customer needs and degree of limitation.
Identify aids and equipment features.
Identify and act upon situations requiring referral to pharmacist.
Provide information on aids and equipment and services.
Recommend aids and equipment appropriate to customer symptoms and needs.
Provide the customer with information and directions for product use.
Source specialist aids and equipment to meet customer needs.
Provide information to customers on lifestyle and 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 aids and equipment information and instructions for use
respect and maintain privacy and confidentiality of customer information
demonstrate procedures for assessing degree of limitation and customer need, and identifying and selling aids and equipment to meet customer needs
demonstrate procedures for measuring, fitting and using relevant aids and equipment as appropriate that may assist customers
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 and hire of home care aids and equipment
common conditions that may be supported by the use of home care aids and equipment
range of aids and equipment:
product range: features and benefits
aids and equipment use: fitting and adjustment as appropriate
care, cleaning and storage
suppliers of home care aids and equipment and procedures and responsibilities for sourcing aids and equipment
the role of formal assessment by health specialists:
when formal assessment is appropriate
specialist disciplines, e.g. occupational therapist or physiotherapist.
questions and techniques to assess restrictions and limitations
procedures to follow for collecting and supplying information to an agent acting on behalf of a customer
aids and equipment suitable for hire and related cleaning, care and storage requirements
health claims versus evidence-based assessment of the efficacy of aids and equipment
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
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 or hiring aids and equipment, including:
collecting the required information from customers
assessing customer capacity and needs
identifying situations or requests requiring referral to a pharmacist and refer appropriately
identifying and supplying the relevant aids, equipment and information to meet customer needs
using appropriate product terminology
applies knowledge of the common conditions that can be assisted by home health care aids and equipment
applies knowledge of home health care aids and equipment range and application
applies an understanding lifestyle and self-care practices
applies an understanding of evidence-based assessment of the efficacy of home health care aids and equipment
applies understanding of relevant specialist disciplines and related sources of current information and 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 or hiring of aids and equipment 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:
aids and equipment product information
lifestyle and self-care advice
access to a range of customers with different requirements (real or simulated)
access to a range of aids and equipment.
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 or hiring aids and equipment 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 or hire of home health care aids and equipment 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 or hire of home health care aids and equipment.
Aids and equipment products may include:
daily living aids
bathroom and toilet aids
walking and mobility aids and equipment
pressure care and monitoring aids
Sources of information may include:
health care information
pharmacy or supplier product leaflets, brochures and manuals
industry and professional publications.
Common conditions can be temporary or long-term and may include:
various physical disabilities
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.