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 selling cough and cold medication and providing information.

Cough and cold product range may include but is not limited to:

cough suppressant

cough expectorant and mucolytic

sympathomimetic decongestants

analgesics

sedating and non-sedating antihistamines

non-scheduled products

pharmacy medication

pharmacist only medication

prescription only medication.

Product range may come in various forms including:

liquid

tablet

inhalants

ointments, rubs

lozenges, capsules.

Location may include but is not limited to:
dispensary
professional services area
front of shop.

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.

Patient self care practices may include but are not limited to:

steam inhalation

eating a balanced, healthy diet

drinking 6-8 glasses of water a day

getting plenty of rest

washing hands regularly

keeping warm.

Relevant information sources of product knowledge/information may include but is 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

training and education.

Effective communication techniques may include but are not limited to:

using open and/or closed questions

speaking clearly and concisely

using appropriate language i.e. 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, infant 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 product/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.

Cough and cold symptoms may include but are not limited to:
dry and sore throat (pharyngitis)
sneezing
runny nose (rhinorrhoea)
blocked nose - nasal congestions (sinusitis)
dry or congested (moist) cough
chest pain
coloured sputum - smelly or containing blood, large quantity of discharge
fever
watery eyes
aches - sore, aching muscles and joints, headache
allergy symptoms (allergic rhinitis, hayfever).

Situations requiring referral to pharmacist may include but are not limited to:
children under 12 years
patients who are breast-feeding or pregnant
patients taking any other medication including over-the-counter and complementary medicines
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 quantity
contra-indications including-
diabetes or high blood pressure
anti-depressant medication
smoking
pregnancy or breastfeeding
asthma, glaucoma, prostate or constipation problems
liver, heart or thyroid disease
high temperature for more than 3 days
child or older person.

Potential side effects may include but are not limited to:

codeine may cause constipation

cough suppressants may induce drowsiness and impair motor skills or exaggerate the effects of alcohol

hypertension.

Infection control guidelines may include but are not limited to:

handwashing

wearing gloves and appropriate protective clothing

sterilising, disinfecting and/or cleaning equipment.

Companion products may include but are not limited to:

vitamin and herbal supplements

tissues, nasal sprays, drops, inhalers

throat preparations - lozenges, antibacterial gargles

pain and fever treatments

topical preparations for nasal use and sinus preparations.

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, industry legislation and codes of practice in regard to sales/customer service procedures including the sale of unscheduled and scheduled cough and cold medication.
Consistently asking critical questions of the patient in regard to recommending cough and cold medication. These questions should follow industry protocols, for example:
Evidence of the ability to identify products required to treat cough and cold symptoms as listed in the range statement.
Knowledge of the causes of the common cold and the manner of transmission.
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.
Consistently applying product knowledge and appropriate terminology according to relevant information sources, pharmacy policy and procedures, to provide accurate information on types of cough and cold products to assist patients in making a choice.
Consistently applying legislative requirements in line with pharmacy policies and procedures in referring to the 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 cough and cold 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 customers
product returns
product storage
product display
product location
selling products and services.

Knowledge and application of knowledge to provide information to patients related to :

pharmacy cough and cold products.

Operational skills and techniques in:

communicating ideas and information
maintaining confidentiality and privacy
demonstrating empathy and tact
demonstrating/simulating (where applicable) the application of cough and cold medicinal products
working with others and in teams
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 cough and cold 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.
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 products to treat a range of cough and cold symptoms
applying product knowledge to provide accurate information to patients
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 product knowledge and understanding of relevant pharmacy procedures with regard to applying product knowledge for coughs and colds. Questions will be asked in a manner appropriate to the language and literacy level of the pharmacy staff member.
Role play to demonstrate product knowledge and understanding of pharmacy procedures.
Completing relevant workplace documentation.
Resources may include:
A real or simulated pharmacy environment.

Relevant documentation such as:

pharmacy policies and procedures, standards and guidelines
cough and cold product information, eg. leaflets, brochures, relevant information sources, shelf talkers, self care fact cards
industry codes of practice and relevant legislation.
Access to a range of customers with different requirements (real or simulated).
Access to a range of cough and cold 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 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 coughs and colds product needs, providing self care information to patient or information to pharmacist. (1)

Collecting analysing and organising information
By collecting information relative to coughs and colds products 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. (1)

Planning and organising activities
By organising the work requirements and planning the required tasks associated with applying knowledge for coughs and colds products 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 coughs and colds products. (1)

Using mathematical ideas and techniques
Mathematical ideas and techniques are likely to be involved in gathering and providing information on coughs and colds products. (1)

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