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 recommending and selling complementary medication/products and providing information.

Complementary medication/products may include but are not limited to:
vitamins-
water soluble vitamins, fat-soluble vitamins eg. vitamin A/Beta carotene, vitamin B complex, vitamin C, D, E, folic acid, antioxidants, essential fatty acids
minerals-
essential minerals eg. calcium phosphate, calcium sulphate, chromium, copper, iron phosphate, magnesium, manganese, phosphorus, potassium chloride, silica, zinc
herbs-
agrimony, black haw, hops, hypericum, passionflower, scullcap, valerian, cayenne, chasteberry, dandelion, digestive bitters, echinacea, euphorbia, fenugreek, feverfew, garlic, grindelia, horehound horseradish, hyssop, licorice, meadowsweet, milk thistle, dong quai, black cohosh, oats, damiana, saw palmetto, slippery elm, siberian ginseng, gotu kola, gingko biloba
essential oils-
aniseed, basil, bergamot, chamomile, cedarwood, clary sage, clove, cypress, eucalyptus, frankincense, geranium, juniper, lavender, lemon, lemongrass, marjoram, melissa, myrrh, neroli, orange, patchouli, peppermint, pine, rosemary, rose, sage, sandalwood, tea tree, thyme,vetiver,ylang ylang
miscellaneous supplements-
honey, L-lysine, probiotics, fish liver oils (cod and halibut), evening primrose oil.

Health conditions which can benefit from use of complementary medication may include but are not limited to:
fatigue and anxiety
insomnia
headache
digestive ulcer and general digestion
cardiovascular health
alcohol and associated liver problems
fungal infections
osteoporosis
pre-menstrual syndrome
anaemia/iron deficiency
menopause
prostate gland health
male infertility and impotence
winter ailments (prevention of)
head colds/upper respiratory infections
chest colds/lower respiratory infections
influenza
tonsillitis
cold sores (herpes simplex)
hair, skin and nail conditions.

Methods of using complementary medication include but are not limited to:

ingesting, eg. vitamin tablet

topical preparation eg. vitamin E cream

inhalation (oil burners, vaporisers).

Relevant information sources of product knowledge/information 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

support organisations

training and education.

Location may include but is not limited to:

dispensary

professional services area

front of shop.

Advice, which must be non-therapeutic and within the limitations of the pharmacy assistant role, may include:

referral to the pharmacist

provision of information about government or community support services.

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.

Lifestyle information and patient self care practices for complementary medication may include but are not limited to:

developing a complementary medication action/management plan with your doctor and pharmacist

keeping fit and maintaining a regular exercise program

reducing caffeine

reducing alcohol intake

smoking cessation

checking with your doctor and pharmacist before stopping or starting any complementary medicine/product

trying stress management programs eg. relaxation techniques, hobbies, yoga, meditation

increasing intake of oily fish, garlic, onion and virgin/cold pressed oils

decreasing intake of fats, meats, fast foods, refined carbohydrates and salty foods.

Complementary medication/product range may include but is not limited to:

vitamins

minerals

herbs

probiotics

essential oils.

Pharmacy complementary medication services range may include but is not limited to:

nutritional and lifestyle information.

Product range may include but is not limited to:

non-scheduled products

pharmacy medication

pharmacist only medication

prescription only medication.

Service range may include but is not limited to:

information leaflets.

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.

Patients may include but are not limited to:

customers, clients or their agents

customers with routine or special requests

customers with special needs eg. elderly, non-English speaking background, infants 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 products/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.

Situations requiring referral to the pharmacist may include but are not limited to:

children under 12 years

patients who are breast-feeding or pregnant

patients with known heart, renal or liver problems

patients presenting with any sign or symptom that indicates serious disease eg. weight loss, difficulty in swallowing, vomiting, blood in stools and/or vomit, extreme pain

situations where the pharmacy staff member may require further advice or is uncertain

requests for excessive quantities

contra-indications.

Referral and complementary medication services information may include but is not limited to:

support organisations

relevant websites.

Potential side effects may include but are not limited to:

some iron supplements can cause constipation.

Companion products may include but are not limited to:

oil burners

carrier and massage oils.

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, protocols and industry legislation and codes of practice in regard to customer service procedures and providing information, including the recommendation and sale of un-scheduled and scheduled complementary products and medication.
Consistently asking critical questions of the patient in regard to recommending pharmacy complementary products/medication. These questions should follow industry protocols, for example:
Evidence of the ability to describe health conditions that may benefit from complementary medicines.
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.
Demonstrated knowledge of the patient's needs in regard to complementary medication.
Demonstrated knowledge of the complementary medication/products services offered by the pharmacy and how these will benefit the patient.
Consistently applying product knowledge and appropriate terminology according to relevant information sources, pharmacy policy and procedures to provide accurate information on types of complementary medication/products to assist patients in making a choice.
Consistently applying legislative requirements in line with pharmacy policies and procedures in referring to 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 complementary medicine 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 patients
product returns
product storage
product display
product location
selling products and services
post sales support.

Knowledge and application of knowledge to advise patients related to:

pharmacy complementary health product information.

Operational skills and techniques in:

communicating ideas and information
maintaining confidentiality and privacy
demonstrating empathy and tact
demonstrating/simulating (where applicable) the application of complementary medication/products
working with others and in teams
handling patients with special needs, including difficult patients
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 complementary medication 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.

Operational skills and techniques in selling including:

meeting and greeting customers
promoting and building customer rapport
promoting product features/benefits
overcoming customer objections and barriers to buying
maximising sales opportunities
dealing with difficult customers
opening and closing techniques
sales presentations
add ons and complementary sales
negotiating sales, prices and payment options
sales performance, evaluation and appreciation
maintaining and utilising a customer data base.
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 complementary medicine products as requested by patients
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 knowledge and understanding of relevant information sources with regard to the range and actions of complementary medicine products. Questions will be asked in a manner appropriate to the language and literacy level of the pharmacy staff member.
Role play to demonstrate tactful appropriate questioning, and identification of situations requiring referral to the pharmacist.
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
product and service information, eg. leaflets, brochures, manufacturer's instructions
industry codes of practice and relevant legislation.
Access to a range of patients with different requirements (real or simulated).
Access to a range of complementary medication/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 is 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 needs for complementary medication, providing specialist health care information to patients or information to pharmacist. (1)

Collecting analysing and organising information
By collecting information relative to complementary medication 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. (2)

Planning and organising activities
By organising the work requirements and planning the required tasks associated with providing specialist health care information on complementary medication 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 specialist health care information on complementary medication. (1)

Using mathematical ideas and techniques
Mathematical ideas and techniques are likely to be involved in gathering and providing specialist health care information on complementary medication. (1)

Solving problems
By identifying issues associated with patient needs for complementary medication, providing specialist health care 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 complimentary medication and patient self care practices and providing specialist health care information. Data or information may be required to be accessed or recorded using technology in relation to the provision of information. (1)