Elements and Performance Criteria

The Range Statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. The Range Statement also provides a focus for assessment and relates to the unit as a whole. The following variables may be present.

State/Territory/Commonwealth:

legislation, regulations, industry codes of practice, standards and guidelines, pharmacy policies, procedures and protocols in regard to analgesic and anti-inflammatory products and providing information.

Analgesic and anti-inflammatory medicinal product range may include but is not limited to:

paracetamol

combination products (eg. hayfever products with analgesics, anti-inflammatory and anti-allergy medicine)

narcotics

Non Steroidal Anti-Inflammatory Drugs (NSAIDS)

codeine

non-scheduled products

pharmacy medication

pharmacist only medication

prescription only medication.

Product range may come in various forms including:

liquid, soluble

caplets, tablets, coated tablets

liquid filled soft capsules

gelcaps

gels and creams

topical rubs

oral and rectal medication.

Location may include but is not limited to:
dispensary
professional services area
front of shop.

Regulatory requirements:

vary between States and Territories which may affect the extent to which pharmacy staff members are able to perform some of the functions.

Regulatory and legislative requirements as applicable for each State and Territory may include but are not limited to:

Consumer Law, Environmental Law, Occupational Safety, Health and Welfare Law specific to Local Government, State and Federal Legislation

The Pharmacy/Pharmacists Act and related regulations

Drugs, Poisons and Controlled Substances/Poisons Act and related regulations

Therapeutic Goods Act

Health Act and related regulations

Privacy legislation

Pharmacy Board Guidelines and/or directives

Pharmaceutical Society of Australia's Professional Practice Standards

Codes of conduct/ethics.

Patient self care practices may include but are not limited to:

for strains and sprains use "RICE" (rest, ice, compression, elevation)

appropriate use of hot/cold packs.

Relevant information sources of product knowledge may include but are not limited to:

health care information

pharmacy or supplier product leaflets/manuals

brochures eg. patient information leaflets

manufacturers' information

industry and professional publications

customer feedback

training and education.

Effective communication techniques may include but are not limited to:

using open/and or closed questions

speaking clearly and concisely

using appropriate language i.e. avoiding highly technical terms

giving the patient your full attention and maintaining eye contact.

Patients may include but are not limited to:

customers, clients or their agents

customers with routine or special requests

customers with special needs eg. elderly, non-English speaking background etc

regular and new customers

people from a range of social, cultural or ethnic backgrounds and physical and mental abilities and may be unwell, drug affected or upset.

Patient needs may include but are not limited to:

seeking product/information for him/herself or another person

recognition of possible contra-indications

specified brand/manufacturer

function/usage

cost or lifestyle

physical characteristics which may include allergic reactions, physical disability and/or a need or desire to use natural products

the need to drive a motor vehicle or operate machinery.

Symptoms requiring analgesics/anti-inflammatories may include but are not limited to:

pain varying from mild discomfort to extreme agony

infection

raised temperature (fever)

inflammation (heat, redness, swelling and loss of movement).

Major causes of pain may include but are not limited to:

sprains and strains

headache (can be due to stress, migraine or other conditions eg. hayfever, colds)

period pain

dental pain, earache, sinus pain

burns

bites and stings

arthritis and rheumatism

tendonitis

gout

migraine

internal pain, indigestion, colic, urinary tract, abdominal and haemorrhoidal pain.

Situations requiring referral to the pharmacist may include but are not limited to:

requests for pharmacist only products

children under 12 years

patients who are breast-feeding or pregnant

patients with known health problems including heart, renal, liver

patients presenting with any sign or symptom that indicates serious disease eg. weight loss, difficulty in swallowing, vomiting, blood in stools and/or vomit, extreme pain

situations where the pharmacy staff member may require further advice or is uncertain

requests for excessive quantity

contra-indications including-
NSAIDS should not be used by patients with a known allergy to this type of analgesic
aspirin should not be taken by children under 12 years of age, or children or adolescents with influenza chickenpox or fever. due to increase risk of Reye's syndrome
aspirin/Ibuprofen should not be take by people with asthma, and pregnant women or nursing mothers.
ibuprofen should not be taken by patients who have had a reaction to other analgesics such as aspirin
paracetamol can be toxic if not given in correct dosage
paracetamol should not be taken by patients with impaired liver or renal function
aspirin/Ibuprofen/Naproxen should not be used in cases where there is bleeding or tendency to bleed due to anti-platelet action eg. avoid for one week prior to and just after dental surgery and surgery
NSAIDS should not be taken by pregnant women
aspirin and NSAIDS can precipitate skin reactions, bronchospasms or even an attack in some people with asthma
aspirin and NSAIDS can cause sodium and water retention and are therefore best avoided in patients with congestive heart failure or renal impairment
aspirin and NSAIDS may decrease blood pressure control and are therefore best avoided in patients with high blood pressure
dihydrocodeine should not be used by pregnant women or nursing mothers
NSAIDS should not be used long term by elderly patients (65years plus) and anyone with peptic ulcers due to increased risk of gastro-intestinal ulceration, bleeding and renal impairment
NSAIDS should be used with caution in patients with impaired liver function. Jaundice and fatal hepatitis, although rare, have been reported
patients with arthritis may already be taking an NSAID. The use of aspirin or another NSAID should be avoided as the risk of gastrointestinal side effects may be increased. (concurrent aspirin administration can also decrease the efficacy of the NSAID)
prolonged use of high dose paracetamol and aspirin or NSAIDS may increase the risk of long term kidney and liver damage - therefore, this combination is not recommended (unless under close medical supervision)
NSAIDS can precipitate cardiac failure or cause fluid retention in patients with cardiac conditions.

Potential side effects may include but are not limited to:

impaired ability to drive or operate machinery

anti inflammatory analgesics and aspirin can upset the stomach

codeine can impair motor skills (sedative effect), cause constipation, nausea, respiratory problems and dependency

aspirin and NSAIDS can cause or aggravate pre-existing symptoms of gastric irritation such as indigestion, nausea, heartburn or vomiting

NSAIDS - topical preparations can precipitate asthma attacks

soluble preparations of analgesics may contain a high sodium content and should be used with caution if restricted salt intake is required.

Companion products may include but are not limited to:

Vitamin B6 for period pain

heat retainers and strapping

heat rubs

hot water bottles/ray lamps

hot/cold packs

essential oils to help with rest and relaxation eg. for headaches etc

anaesthetic products to help with pain relief.

The following components of the Evidence Guide relate directly to the Performance Criteria and the Range Statement for the Unit of Competency and will inform and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence
Evidence of the following knowledge and skills is considered essential to demonstrate competency in this unit. This includes demonstration of the Key Competencies at the performance level identified at the end of this unit:
Consistently applying pharmacy policy, standards and guidelines, industry legislation and codes of practice in regard to sales/customer, service procedures including the sale of analgesic and anti-inflammatory medication and products.
Consistently asking critical questions of the patient in regard to recommending analgesics and anti-inflammatory medication and products. These questions should follow industry protocols, for example:
Evidence of the ability to identify products required to treat common pain ailments/conditions requiring analgesic/anti-inflammatory medication as listed in the range statement.
Knowledge of the causes of common pain ailments/conditions.
Evidence of the ability to consistently use effective communication techniques to provide information to patients while maintaining an awareness of the need for discretion, tact and confidentiality.
Consistently applying product knowledge and appropriate terminology according to relevant information sources, pharmacy policy and procedures, to provide accurate information on types of analgesic/anti-inflammatory products to assist patients in making a choice.
Consistently applying legislative requirements in line with pharmacy policies and procedures in referring to the pharmacist all queries requiring therapeutic advice.
Recognition of the situations requiring referral to the pharmacist and/or an alternative product based on patient's condition and according to relevant information sources.
Demonstration of the ability to source, record and disseminate analgesic and anti-inflammatory information.

Underpinning Knowledge and Skills
The following knowledge, understanding and skills are essential to perform work to the required standard in this unit:

Knowledge and application of pharmacy policies, standards and guidelines, industry codes of practice, legislative and regulatory requirements in regard to:

sales/hire/customer service
methods of dealing with special needs/requests of customers
product returns
product storage
product display
product location
selling products and services.

Knowledge and application of knowledge to provide information to patients related to:

pharmacy analgesic and anti-inflammatory products and treatments.

Knowledge of principles, techniques and skills in:

communicating ideas and information
maintaining confidentiality and privacy
demonstrating empathy and tact
demonstrating/simulating (where applicable) the application of analgesic and anti-inflammatory medicinal products
working with others and in teams
planning and organising activities
following set routines and procedures
handling customers with special needs, including difficult customers
being empathetic and understanding
solving problems
collecting, analysing and organising information from a variety of sources
preparing and organising information in regard to analgesic and anti-inflammatory product knowledge.

Operational knowledge and understanding of customers and their needs including:

buyer motivation
customer behaviour, buying signals and cues
customer types
cultural differences/demographics/lifestyle/income
types of customer needs, eg. functional, psychological, therapeutic, non-therapeutic
complaint resolution.
Language, literacy and numeracy skills relevant to the role and workplace requirements.
Awareness of the circumstances/situations under which referral to the pharmacist is indicated.
Operational skills to consistently use time effectively and provide quality customer service in the pharmacy environment.

Context of Assessment
For valid and reliable assessment of this unit, competency should be consistently demonstrated over a period of time and observed by the assessor and/or the technical expert working in partnership with the assessor. The technical expert may include the pharmacist and/or an experienced person at the workplace.
Competency should be demonstrated in the workplace or a simulated workplace environment in a range of situations which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.
Assessment should be undertaken in an environment that meets pharmacy industry codes of practice and relevant industry regulations and legislation.

Interdependent Assessment of Unit
All units which relate to a job function can be considered as co-requisites to assist with an integrated approach to assessment.
For advice on interdependent assessment of units within and across pharmacy qualifications, refer to the Assessment Guidelines.

Assessment Methods
The following assessment methods are suggested:

Observation of the pharmacy staff member performing a range of workplace tasks over sufficient time to demonstrate her/ his handling of a range of contingencies. Tasks may include:

asking critical pre-determined questions to identify patient needs
identifying products to treat common pain ailments/conditions
applying product knowledge to provide accurate information to patients
passing on relevant information to the pharmacist and/or other pharmacy staff
recognising and referring requests requiring additional assistance to other pharmacy staff or the pharmacist.
Written and/or oral questioning to assess product knowledge and understanding of relevant pharmacy procedures with regard to applying product knowledge for analgesics and anti-inflammatories. Questions will be asked in a manner appropriate to the language and literacy level of the pharmacy staff member.
Role play to demonstrate product knowledge and understanding of pharmacy procedures.
Completing relevant workplace documentation.

Assessment Resources
This refers to the resources that are necessary for undertaking the assessment.
All resources must be provided for the assessment. If workplace based, the resources should relate specifically to pharmacy policies, procedures and range of stock and equipment. If an off the job or simulated work environment is used then resources should be applicable to the work environment.
Resources may include:
A real or simulated pharmacy environment.

Relevant documentation such as:

pharmacy policies and procedures
analgesic and anti-inflammatory product information, eg. leaflets, brochures, relevant information sources
industry codes of practice and relevant legislation.
Access to a range of customers with different requirements (real or simulated).
Access to a range of analgesic and anti-inflammatory products.
A qualified workplace assessor and/or a technical expert working in partnership with the assessor.

There are a number of processes that are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies. Key competencies are generic competencies that focus on the capacity to apply knowledge and skills in an integrated way in work situations, but are not specific to any particular industry. Key competencies foster the development of skills, knowledge and understanding necessary to perform work operations. The questions below highlight how these processes are applied in this competency standard. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = is concerned with the level of competence needed to undertake tasks effectively, 2 = the ability to manage tasks, and 3 = the use of concepts for evaluating and reshaping tasks.
Communicating ideas and information
By gathering information from patients on analgesic and anti-inflammatory product needs, providing self care information to patient or information to pharmacist. (1)

Collecting analysing and organising information
By collecting information relative to analgesic and anti-inflammatory products and patient self care, analysing requirements relative to provision of information and collating in a useable format.
Also collecting information on patient needs, assessing situations requiring pharmacist referral and presenting information in a useable format. (1)

Planning and organising activities
By organising the work requirements and planning the required tasks associated with applying knowledge for analgesic and anti-inflammatory products and patient self care practices, in conjunction with other assigned activities, such that the task is undertaken in a realistic time frame. (1)

Working with others and in teams
By interacting with pharmacy staff in general and the pharmacist in particular to support and enhance pharmacy services in providing analgesic and anti-inflammatory products. (1)

Using mathematical ideas and techniques
Mathematical ideas and techniques are likely to be involved in gathering and providing information on analgesic and anti-inflammatory products. (1)

Solving problems
By identifying issues associated with patient needs for analgesic and anti-inflammatory products, providing information for situations that are routine and involving pharmacy staff in general and the pharmacist in particular, where they are not. (1)

Using technology
By utilising technology in developing knowledge of analgesic and anti-inflammatory products and patient self care practices. Data or information may be required to be accessed or recorded using technology in relation to the provision of information. (1)