Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Systemsmay include:
email and other communication devices
newsletters and bulletins
pharmacy policies and procedures
staff reward mechanisms
team meetings
web-based communication devices.
Continuous improvement processesmay include:
cyclical internal audits and reviews
application of procedures
workplace, team and individual performance
evaluations and monitoring of effectiveness
implementation of quality systems, such as the Quality Care Pharmacy Program (QCPP)
external audits
modifications and improvements to systems, processes, services and products
policies and procedures that allow the pharmacy to systematically review and improve the quality of its products, services and procedures
seeking and considering feedback from a range of stakeholders.
Mentoring and coachingmay include:
providing assistance with problem solving
providing feedback, support and encouragement
teaching another member of the team, usually focusing on a specific work task or skill.
Quality standardsmay include:
compliance with legal and professional standards
supply of medicines, medical devices and poisons
delivery of health programs and services
advertising and promotions
pharmacy premises and equipment
operating an effective and profitable business
complying with and improving the quality program
requirements for pharmacy stock and services
ordering, receiving, pricing and storing stock
hiring equipment
customer service
employing staff
inducting staff
managing staff
ongoing staff training
dismissals and resignations
maintaining safety and security
information technology.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the assessment guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
apply knowledge of key pharmacy quality procedures to encourage continuous improvement
take active steps to implement, monitor and adjust plans, processes and procedures to improve performance
support others to document and implement continuous improvement systems and processes, and to identify and report opportunities for further improvement
coordinate the process for organising, preparing for and responding to an external quality audit.
Context of and specific resources for assessment
Assessment must ensure that competency is:
observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment guidelines
demonstrated over sufficient time to include handling of a range of contingencies
demonstrated in a real or simulated pharmacy environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.
Assessment must ensure access to:
an externally audited pharmacy quality program
an operations manual, including pharmacy protocols and procedures
information on range of merchandise or services
community pharmacy codes of practice, standards and guidelines.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
assessment of written reports
observation of presentations
written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge
review of how the pharmacy’s continuous improvement processes were communicated to individuals and teams
review of documentation of work performance
review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.