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.
Types of medicines may include:
scheduled medicines, including:
Pharmacy Medicine (S2)
Pharmacist Only Medicine (S3)
Prescription Only Medicine (S4)
Controlled Drug (S8)
unscheduled medicines.
Key product and service areasmay include:
analgesics and anti-inflammatories
baby and infant care
coughs and colds
continence management
eye and ear
first aid and wound care
health-care support areas for conditions, such as:
asthma
blood pressure
diabetes
nutrition and weight management
obstructive sleep apnoea
smoking cessation
oral care
professional services area
sexual health
skin and fungal
supply and hire of home health-care aids and equipment
unscheduled pharmacy products
vitamins, minerals, supplements and complementary medicines.
Communicationmay include:
face-to-face contact with customers
receiving telephone calls
non-verbal communication
speaking clearly and concisely
using open and inclusive language.
Customersmay 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.
Pharmacy service protocols and proceduresmay include:
greeting and assisting customers
documented quality system protocols and procedures that address:
checking that customers presenting Pharmacy Only and Pharmacist Only Medicines for purchase have been advised by a pharmacy assistant or a pharmacist
protecting customer privacy
referral to an experienced pharmacy assistant
referral to a pharmacist
responding to and referring on a customer complaint
role boundaries and authorities in the pharmacy team.
Customer needsmay include:
advice on medicines or products for particular conditions
lodging or collecting prescriptions
pharmacy services
seeking products or information for self or another person
requests for a specific:
scheduled medicine
unscheduled medicine or product.
Tact and discretionmay include:
respecting and protecting customer privacy when:
communicating with customers or their agents
collecting customer information
providing information to customers in ways that respond to customer needs
referring the customer to a pharmacist or a more experienced pharmacy assistant
confirming customer understanding.
Triggers for referral to a pharmacist or other pharmacy staffmay include:
a customer who appears to be:
sick
confused
uncertain
dissatisfied
angry
under the influence of drugs or alcohol
requests for large quantities of a particular type of medicine
a customer requesting Pharmacist Only Medicine.
Prescription intake form may include:
indication that the form is confidential
sections on which to record:
date and time
indication that:
customer is waiting for the medicine
collecting later
delivery is required
customer details, such as:
name and address
Medicare number
entitlement card and number and type
medicine allergies
date of birth and weight (child only)
indication that this is new medicine to this customer
items on the prescription that are to be dispensed
customer consent to brand substitution, if available
indication that the customer has requested or requires:
Consumer Medicine Information (CMI)
pharmacist consultation
receipt
additional notes
name of person accepting the prescription and time of taking in
prescription form serial number
surname of the person collecting the prescription.
Appropriate team membersmay include:
more experienced pharmacy assistant
pharmacist
supervisor.
Employee rights and responsibilitiesmay include:
attendance
confidentiality and privacy of the business, client and colleague information
knowing the terms and conditions of own employment
obeying lawful orders
protection from discrimination and sexual harassment
punctuality
right to union representation
safety and care with respect to WHS.
Employer rights and responsibilitiesmay include:
responsibility to provide a safe environment free from discrimination and sexual harassment according to relevant state or territory and commonwealth antidiscrimination legislation
right to counsel or dismiss employees if employees:
are negligent, careless or cause an accident
commit a criminal offence
behave in a manner not consistent with established code of conduct, such as revealing confidential information.
Organisational culturemay include:
pharmacy chain of command
organisational structure, including own position and role boundaries within the structure
organisational goals, values and behaviour
pharmacy protocols, procedures and quality assurance manuals relating to:
contact with customers
interaction with other team members
interaction with supervision and management
job descriptions and responsibilities.
Safe and sustainable work practicesmay include:
discussing and negotiating problems and tasks with other team members
identifying and reporting risks or hazards
implementing environmental protection procedures, such as:
waste minimisation
recycling
reuse
waste disposal
water efficiency
listening to the ideas and opinions of others in the team
sharing knowledge and skills
solving problems as a team
using equipment according to guidelines.
Daily work routinemay include:
interacting with customers
interacting with supervisors and other staff members
handling the telephone
organising and maintaining work areas
maintaining merchandise and displays
observing scheduled breaks
assisting other team members
working within required timelines.
Work and personal prioritiesmay include:
education
home and family
cultural practices
other jobs
social activities.

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:
accept and lodge prescriptions for dispensing
apply knowledge of employee and employer rights and responsibilities to own work
follow pharmacy personal presentation and dress code
direct customers to product and service locations in the pharmacy
identify and follow relevant pharmacy service protocols and procedures
recognise personal role boundaries and refer customers to a pharmacist or a more experienced staff member where relevant.
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 pharmacy work team with a variety of roles and responsibilities, and relevant pharmacy protocols and procedures
a range of customers with different requirements
scheduled and unscheduled medicines and pharmacy stock storage locations.
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:
directing customers to relevant medicine and product locations
accepting prescriptions and collecting relevant information from customers
referring customers to more experienced pharmacy assistants or a pharmacist where relevant
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.