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.
Sources of information, specialist services and practitioners may include:
health-care information
pharmacy or supplier product leaflets, brochures and manuals
manufacturer information
industry and professional publications
medicines databases
doctors
pharmacists
other health-care specialists
relevant websites, such as:
Australian government Bladder and Bowel website
Continence Foundation of Australia
CAPS.
Continence management productsmay include:
disposable products, such as:
all in one
belted undergarments
disposable bed pads
male pads, guards and shields
male and female:
large and small pads
stretch pants
‘pull me up’ style pants
washable incontinence briefs for:
children
men
women
bed and chair protective pads
skincare products, including:
cleansers
creams
dressings.
Pharmacy protocols and procedures may include:
interacting with customer to establish:
who the product is for
their condition
duration of symptoms
what limitations the customer is experiencing
if the customer has seen a doctor in the last 12 months
other existing health conditions
other medicines that the customer is currently using
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.
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.
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 has:
had the complaint for some time
other health conditions
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 medicine selected, even if the product has been requested by name
request for Pharmacist Only Medicine.
Care and hygiene practices may include:
washing hands after caring for self or patient
wearing disposable surgical gloves
regularly changing incontinence pads or pants
attention to skin cleansing and hygiene practices
regularly using appropriate skincare products
safe disposal of waste to minimise negative environmental impacts.

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 recommending and supplying continence management products
plan and carry out work to meet efficient customer service workflow requirements
recommend and supply continence products to customers
provide information on product use, and carer or patient skincare and hygiene, in ways appropriate to customer needs; and demonstrate appropriate techniques to confirm customer understanding
recognise and act on situations or requests requiring referral to a pharmacist
refer to relevant sources of information, to assist customers and maintain currency of knowledge on continence management.
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:
continence medicines, products and service information
information on lifestyle, care and hygiene practices for continence management
a range of real or simulated customers with different continence management requirements
a range of continence products.
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
recommending and supplying continence products 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.