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.
Evidence-based assessmentmay include:
objective technical methods
clinical testing
sensory analysis by trained panels or by consumers
consumer or market research
published and peer reviewed outcomes.
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.
Complementary medicines and productsmay include:
Dong Quai
essential oils and vaporisers
Echinacea
Ginger
Ginkgo Biloba
Ginseng-Panax and Siberian
glucosamine
Guarana
probiotics
Saw Palmetto
St John’s Wort
Valerian.
Triggers for referral to a pharmacist must 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

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 knowledge of complementary medicines and products that are appropriate to treat or manage a range of common conditions
apply pharmacy protocols and procedures when supplying complementary medicines and products
follow pharmacy procedures for identifying and acting on triggers for referral to a pharmacist
provide information to customers in ways appropriate to customer needs and demonstrate techniques to confirm understanding
recommend and supply complementary medicines.
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
a range of complementary medicines
pharmacy and companion products
relevant documentation, such as:
information on complementary medicines, companion products health care, and product use
CMI
a range of real or simulated customers with different requirements.
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:
selling complementary medicines, aids and equipment to a range of customers
acting on situations or requests that indicate the need to refer customers to a pharmacist or a more senior colleague
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.