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.
Customer may 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.
Oral care productsmay include:
denture preparations and accessories
oral health products, such as:
anaesthetic products
dental hygiene products
electric toothbrushes
mouthwashes
products in various forms, including:
liquids
drops
washes and sprays
gels and paints
ointments and creams
unscheduled medicines.
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 medicine or products.
Triggers for referral to a pharmacist or a more experienced staff member may 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 medicine selected, even if the product has been requested by name
request for Pharmacist Only Medicine (S3).
Directions for product usemay include:
how to use the product correctly
how often to use the product
correct dose or quantity
most common and important adverse effects
other lifestyle or management tips for the condition
to contact the pharmacy if the medicine or product does not help or the symptoms persist.
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, such as booklets
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:
collect information from and inform customers, in ways appropriate to their needs
follow pharmacy protocols and procedures for identifying and acting on triggers for referral to a pharmacist or other pharmacy staff member
apply knowledge of symptoms or indicators of common oral conditions and the pharmacy product range to suggest and supply suitable products to customers
demonstrate appropriate techniques to confirm customer understanding of directions for product use.
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 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 different oral care requirements
a range of unscheduled medicines and products used to treat and support customers with oral conditions
pharmacy protocols and procedures
relevant documentation, such as:
product information
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 in the workplace:
applying pharmacy protocols and procedures
seeking information to establish customer requirements
recommending and supplying medicines and products to treat or manage oral conditions, to a range of customers
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, for example:
SIRXSLS201 Sell products and services.