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 but not limited to -

State/Territory/Commonwealth:
legislation, regulations, industry codes of practice, standards and guidelines, pharmacy policies, procedures and protocols in regard to delivering/supplying medication.

Prescription interim holders may include but are not limited to:

plastic bags

baskets.

Prescriptions may include but are not limited to:

National health prescription

repatriation scripts or Veteran Affairs scripts

private scripts

doctors bag orders

dental

veterinary.

Delivery of medications may include:

handing over medications to patients or their nominated agents within the pharmacy

external delivery by post or other form of delivery eg pharmacy staff member, courier.

Patients may include but are not limited to:
patients, clients or their agents, varying in age, gender
patients with routine or special requests
patients with special needs eg elderly, non-English speaking background, infant etc
regular and new patients
people from a range of social, cultural or ethnic backgrounds, religions, and physical and mental abilities and may be unwell, grieving, drug affected or upset.

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.

Pharmacy procedures for external delivery involving the pharmacy staff member may include but are not limited to:

ensuring that delivery information is correct on parcel/s

ensuring that medication is left with a nominated person, not left in a letterbox or doorstep

ensuring the delivery person understands delivery procedures for medication, including obtaining a signature from the nominated person

ensuring the patient has been given the pharmacy's contact details.

Delivery documentation may include but is not limited to:

patient/nominated agent details

address to be delivered to

pharmacy contact details

cold chain requirements

Directions for medication use may include but is not limited to:
ensuring the patient understands-
dosage regimen (eg dose time in relation to food)
frequency
duration of treatment
special storage requirements
written instructions (prepared by pharmacist) for outside delivery of medication.

Pharmacy and cautionary/advisory labels may include but are not limited to:

name, address and telephone number of the pharmacy

name, strength and form of drug

expiry date and quantity

batch number of the product

name of the patient

date of dispensing

directions for the correct use of the medicine as prescribed by the prescriber

storage directions (if appropriate)

possible side effects eg drowsiness.

Effective communication techniques may include but are not limited to:

using open and/or closed questions

speaking clearly and concisely

using appropriate language ie avoiding highly technical terms

giving the patient your full attention and maintaining eye contact.

Awareness of the circumstances/situations under which referral to the pharmacist is indicated may include but is not limited to:
repeat presentation of prescription
suspected forged signature
full name not included
request for counselling and therapeutic advice
patient's indication of non compliance.

Companion sales may include:
pharmacy products/services aimed at assisting patients reach desired health outcome.

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 policies, standards and guidelines, industry legislation, regulations and codes of practice in regard to the delivery of medication either within the pharmacy or external deliveries to homes, aged care facilities etc.
Evidence of the ability to consistently use effective communication techniques to accurately relay information from the pharmacist to the patient or agent while maintaining an awareness of the need for discretion, empathy, tact and confidentiality.
Consistently applying legislative requirements in line with pharmacy policies and procedures in referring to the pharmacist all queries requiring therapeutic advice.
Demonstrating the ability to source, record and disseminate relevant information.
Recognition of the situations requiring referral to the pharmacist and/or other pharmacy staff according to pharmacy policy.

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:
distribution of prescriptions - who can do what and when
brand substitution
relaying label information
providing non-therapeutic advice
referral to pharmacist
delivery of medication.
Skills in the following areas:
collecting, analysing and organising information from a variety of sources
preparing and organising information in regard to prescription verification.
Knowledge of principles, techniques and skills in:
communicating ideas and information
maintaining confidentiality and privacy
demonstrating empathy and tact
working with others and in teams
planning and organising activities
following set routines and procedures
solving problems.
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 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
Unit WRPDIS101A
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:
delivering medication to patients within the pharmacy
delivering medication to patients outside of the pharmacy
relaying information to patients with confidentiality and tact and under the direction of the pharmacist.
suggesting companion sales where appropriate.
Written and/or oral questioning to assess knowledge and understanding of relevant pharmacy procedures with regard to delivery of medication and situations requiring intervention or referral to the pharmacist. Questions will be asked in a manner appropriate to the language and literacy level of the pharmacy staff member.
Completing workplace documentation relevant to delivery of medication.

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
industry codes of practice
delivery details
state and federal legislation as appropriate.
Access to a range of patients with different requirements (real or simulated).
Access to a range of medications.
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 could be 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 = the 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 relaying information to patients on medication. (2)

Collecting analysing and organising information
By obtaining the necessary patient information from the pharmacist, selecting and collating this data in a suitable format and conveying it in a logical manner. (2)

Planning and organising activities
By organising the work requirements and planning tasks associated with delivering medication 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 to support and enhance the delivery of medicine. (1)

Using mathematical ideas and techniques
Mathematical ideas and techniques are likely to be involved in documentation associated with delivery and in relaying information to patients. (1)

Solving problems
By identifying issues associated with delivery and information sharing, resolving problems which are routine and involving pharmacy staff and/or the pharmacist where they are not. (1)

Using technology
Data or information may be required to be accessed or recorded using technology in relation to delivery and information sharing. (1)