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.
Medical devicesmay include:
asthma spacers
blood glucose monitors, disposable lancets and test strips
blood pressure monitors
continuous positive airway pressure(CPAP) equipment
other equipment from the pharmacy range.
Responsemay include:
referral to:
a more experienced team member
a pharmacist
recommending medicine or products.
Triggers for referral to a pharmacistmay 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 device 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 medical device selected, even if the product has been requested by name
request for Pharmacist Only Medicine.
Directions for product usemay include:
how to use product correctly
how often to use the product
most common and important adverse effects
other lifestyle or management tips for the condition
how to contact the pharmacy if the medicine or product does not help or the symptoms persist.
Sources of self-care information may include:
customer self-care cards
health-care fact sheets
pharmacy or supplier product leaflets, brochures and manuals
product support material, such as:
booklets
reliable 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 procedures for identifying and acting on triggers for referral to a pharmacist or to a more experienced staff member
apply knowledge of symptoms or indicators of common conditions, and the pharmacy medical devices 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 workplace environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.
Assessment must ensure access to:
pharmacy protocols and procedures
relevant documentation, such as:
product information
self-care advice
a range of medical devices used to manage common conditions.
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 medical devices 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.