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 selling eye, ear and oral care medication and providing information.

Eye care product range may include but is not limited to:

sunglasses, reading glasses

eye drops, eye ointments, artificial tear products, eye washes

disinfecting solutions, cleaners, rinsing solutions, contact lens lubrication/re-wetting drops

protein remover tablets.

Ear care product range may include but is not limited to:

ear plugs

ear drops

analgesics and pain relievers

ear wax softeners

swimmers ear products.

Oral care product range may include but is not limited to:

dental and denture preparations and accessories

oral antiseptics, gels and sprays

oral analgesics

toothbrushes for children, adults, elderly, braces, denture brushes, electric or battery operated appliances

toothpaste, floss

mouth ulcer treatments - gels, paints

mouth washes and gargles

treatments for oral thrush

oral deodorants - sprays, tablets.

Eye, ear and oral care product range may include but is not limited to:

non-scheduled products

pharmacy medication

pharmacist only medication

prescription only medication

controlled drugs.

Product range may come in various forms including:

liquid and drops

tablets, capsule

ointment, cream.

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:

using ear drops to remove water from the ear before and after swimming, and/or water repelling ear plugs

do not clean or prod ear canal

treat runny nose with a nasal decongestant to keep infection from moving up the eustachian tube to the middle ear

let the ear clean itself

when travelling by plane try to suck and swallow during take off and landing, and use nasal spray one hour before landing

wear sunglasses to protect eyes when outside in glary or windy conditions

use tear supplements when working in dry air environment

wear goggles in chlorinated pools or dirty water

try not to rub eyes, especially if they are irritated

don't use eye products belonging to other people

avoid things you are allergic to

throw out eye products (drops/ointments) 28 days after opening unless otherwise advised by pharmacist

remove dental plaque daily and visit dentist regularly

suck on ice to reduce pain of ulcers

rinse mouth with suitable mouthwash

avoid hot food or drinks

eat healthy food

reduce sugary snacks

clean and floss teeth regularly.

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

pharmacist

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 and 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

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.

Eye symptoms may include but are not limited to:

eye trauma - welding flash, chemical splash, foreign bodies, bruising

infection - bacterial, viral

dry eye syndrome, burning

allergies and irritations - itchy eyes, red and sore eyes

blurred vision, loss of vision

discomfort in bright light

excessive tears

pain or tenderness, headache

bloodshot eyes

discharge

swollen eyes

spots in front of the eyes

eye problems associated with diabetes.

Ear symptoms may include but are not limited to:

ear discharge

pain, throbbing

hearing loss or ringing in ear

swollen glands

blocked feeling in ear

foreign body in ear

poor balance

babies - rubbing or pulling at ears, crying.

Oral symptoms may include but are not limited to:
oral thrush
dry mouth
cold sores
bad breath
teeth sensitive to heat and cold
stained teeth
teething, tooth and gum pain.

Situations requiring referral to the pharmacist may include but are not limited to:
all eye symptoms
children under 12 years
patients who are breast-feeding or pregnant
patients with known health conditions
patients presenting with any sign or symptom that indicates serious disease eg. weight loss, difficulty in swallowing, vomiting, blood in stools, extreme pain
toothache and oral pain
dental cavities
gingivitis and inflamed and/or bleeding gums
mouth ulcers
blisters around mouth
situations where the pharmacy staff member may require further advice or is uncertain
requests for excessive quantity as many preparations have a high abuse potential
contra-indications including-
glaucoma and pseudoephedrine and sedating anti-histamines
some glaucoma products may precipitate an asthma attack
anti-inflammatories may cause dry eyes
blurred vision
excessive use of salicylate
drug interactions.

Potential side effects may include but are not limited to:

reduced sensitivity of mouth to different temperatures.

Infection control guidelines may include but are not limited to:

handwashing

wearing gloves and appropriate protective clothing

sterilising, disinfecting and/or cleaning equipment.

Companion products may include but are not limited to:

cotton wool

ear plugs

droppers or dosage equipment

shower caps

petroleum jelly

simple magnifying glasses

mouthguards

denture adhesive, pads, denture cleaning powder and tablets

disclosing tablets and liquids

pain treatment products such as aspirin, paracetamol.

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 unscheduled and scheduled eye, ear and oral care medication.
Consistently asking critical questions of the patient in regard to recommending eye, ear and oral care products/medication. These questions should follow industry protocols, for example:
Evidence of the ability to identify products required to treat eye, ear and oral symptoms as listed in the range statement.
Knowledge of the causes of common eye, ear and oral problems.
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 eye, ear and oral care 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 eye, ear and oral 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 eye, ear and oral care treatments.

Operational skills and techniques in:

communicating ideas and information
maintaining confidentiality and privacy
demonstrating empathy and tact
demonstrating/simulating (where applicable) the application of eye, ear and oral products
working with others and in teams
handling customers with special needs, including difficult customers
planning and organising activities
following set routines and procedures
solving problems
collecting, analysing and organising information from a variety of sources
preparing and organising information in regard to eye, ear and oral 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 and/or other pharmacy staff 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 eye and oral symptoms as requested by the patient
applying product knowledge to provide accurate information to assist patients in making a choice
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 eye, ear and oral conditions. 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
eye, ear and oral care product information, eg. leaflets, brochures, self care fact cards, shelf talkers, 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 eye, ear and oral care 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 = competence needed to undertake tasks effectively, 2 = the ability to manage tasks, and 3 = the ability to use concepts for evaluating and reshaping tasks.
Communicating ideas and information
By gathering information from patients on ear, eye and oral care product needs, providing self care information to patient or information to pharmacist. (1)

Collecting analysing and organising information
By collecting information relative to ear, eye and oral care 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 a 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 ear, eye and oral care 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 ear, eye and oral care products. (1)

Using mathematical ideas and techniques
Mathematical ideas and techniques are likely to be involved in gathering and providing information on ear, eye and oral care products. (1)

Solving problems
By identifying issues associated with patient needs for ear, eye and oral care 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 ear, eye and oral care 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)