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.
Home health-care aids, equipment and products may include:
arthritis aids
bathroom and toilet aids
bedroom aids
chairs
scooters
wheelchairs
walking and mobility aids and equipment
pressure care and monitoring aids
footwear products.
Customer may include people:
from a range of social, cultural and ethnic backgrounds and with varying mental and physical abilities
referred to the pharmacy by a general practitioner or sleep specialist
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.
Sources of information may include:
health-care information
health specialists
industry and professional publications
manufacturer information
pharmacy or supplier product leaflets, brochures and manuals.
Common conditions may include:
aged care
arthritis
incontinence
osteoporosis
palliative care
various physical disabilities.
Protocols and procedures must include:
interacting with the customer to establish:
who the product is for
symptoms
what limitations the customer is experiencing
if the customer has seen a doctor in the last 12 months
other existing health conditions
if the customer is using other aids or equipment
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.
Triggers for referral to a pharmacist 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 aid or equipment selected, even if the product has been requested by name.
Hire agreement may include:
printed information outlining conditions of hire relating to:
acceptance
meanings in the agreement
hire fees
delivery of the equipment
termination of the agreement and return of equipment
proper care
liability
default
general matters
pharmacy details
hirer details
equipment details, including serial number for each item
hire details, including:
period
deposit
delivery charge
rate per period
total amount paid
total hire fee
acceptance of hire, including:
checklist indicating that:
items were checked by the pharmacy for suitability prior to hire
equipment was fitted to the hirer
use of the equipment was explained at the time of hire and appropriate printed instructions were provided
proper maintenance and care of items were explained and appropriate printed instructions provided
hirer was satisfied with the condition and suitability for the purpose of the equipment
signed and dated by the hirer
signed and dated on behalf of the pharmacy.

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:
apply pharmacy protocols and procedures when supplying or hiring out aids, equipment or products
apply knowledge of the common conditions that can be assisted by home health-care aids, equipment or products
apply knowledge of home health-care aids and equipment, their range and application when recommending them for hire or sale to customers
plan and carry out work to meet efficient customer service workflow requirements
provide information to customers in ways appropriate to customer needs and demonstrate appropriate techniques to confirm understanding
recognise and act on situations or requests requiring referral to a pharmacist.
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:
pharmacy protocols and procedures
relevant documentation, such as:
home health-care products and service information
self-care and lifestyle advice
a range of real or simulated customers with different home health-care product and equipment requirements
a range of home health-care aids and equipment.
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:
seeking information to establish customer requirements
fitting aids, equipment and products where required
selling or hiring aids and equipment to a range of customers
recognising and acting on situations requiring 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.