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.
Customermay include people:
from a range of social, cultural and ethnic backgrounds and with varying mental and physical abilities
visiting the pharmacy, contacting the pharmacy by phone, or in their own home
with special needs, such as:
the elderly
infants
who are:
drug or alcohol affected
emotionally unstable
mentally unstable
physically unwell.
Vitamins, minerals and supplements may include commonly requested:
vitamins, including:
A (Retinol-Carotene)
B-complex group:
B1 (Thiamine)
B2 (Riboflavin)
B3 (Niacin amide)
B5 (Pantothenic acid)
B6 (Pyridoxine)
B12 (Cobalamin-Cyanocobalamin)
B9 (Folic Acid)
C (Ascorbic Acid)
D (Calciferol-Viosterol-Ergosterol)
E (Tocopherol)
K (Menadione)
minerals, including:
calcium
chromium
iodine
iron
magnesium
potassium
phosphorous
selenium
sodium
zinc
supplements, including:
fish oil
glucosamine.
Protocols and procedures may include:
interacting with the customer to establish:
who the product or service is for
symptoms
duration of symptoms
other existing health conditions
assessing:
customer responses to questions
own confidence that the product or service requested by the customer or envisaged by the pharmacy assistant is right for the customer’s symptoms.
Responsemay include:
referral to:
a more experienced team member
a pharmacist
recommending vitamins, minerals or supplements.
Triggers for referral to a pharmacist must include:
customer who is:
a child under 2
an aged person
pregnant or breastfeeding
taking other medicines
customer who has:
had the complaint for some time
other health conditions, such as asthma, diabetes and high blood pressure
used the product before but is not satisfied with its efficacy
customer appears to be:
sick
angry
confused
dissatisfied
uncertain
under the influence of drugs or alcohol
pharmacy assistant is unsure and needs confirmation of the vitamin, mineral or supplement selected, even if the product has been requested by name
request for Pharmacist Only Medicine.
Directions for product use may include:
how to use the vitamin, mineral or supplement correctly
how often to use the vitamin, mineral or supplement
correct dose and maximum dose not to be exceeded
most common and important adverse effects
other lifestyle or management tips for the condition
to contact the pharmacy if the product does not help or the symptoms persist.
Companion productsmay include:
analgesics and anti-inflammatory medicines and products
complementary medicines
dosage measures.
Sources of self-care informationmay include:
customer self-care cards
health-care fact sheets
pharmacy or supplier product leaflets, brochures and manuals
product support material
reputable internet resources.

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 commonly requested vitamins minerals and supplements and their applications, to suggest and supply products to customers
collect information from and inform customers in ways appropriate to their needs
demonstrate appropriate techniques to confirm customer understanding of contraindications and directions for product use
follow pharmacy protocols and procedures for identifying and acting on triggers for referral to a pharmacist
apply pharmacy protocols and procedures relating to conditions of supply when supplying vitamins, minerals and supplements.
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 across a range of customers over sufficient time to include handling of a range of contingencies
demonstrated in a real or simulated pharmacy workplace environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.
Assessment must ensure access to:
a range of real or simulated customers with presenting with different requirements
a range of vitamins, minerals and supplements
pharmacy protocols and procedures
relevant documentation, such as:
product information relating to vitamins, minerals and supplements
self-care and lifestyle advice.
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:
observation of the candidate interacting with a range of customers in the workplace:
seeking information to establish customer requirements
recommending and selling vitamins, minerals and supplements
suggesting companion products and lifestyle management strategies
identifying and acting on triggers for referral to a pharmacist
written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge
role plays to confirm communication skills to meet diverse customer requirements
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.