Elements and Performance Criteria

RANGE STATEMENT
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.
Written and oral instructions may include:
diary entries
drugs orders
instructions for postoperative care
notices
occupational health and safety (OHS) signs and instructions
patient notes
referrals
routine reports
telephone calls
test results
theatre lists
verbal instructions
Medical terminology may include:
abbreviations for medical and pharmacological terms (e.g. BCG, HRT, IVP, tab, ante, ung)
causes to changes in the systems of the body (e.g. changes to the musculo-skeletal system may include inflammation due to repeated strain on the system)
common medical conditions including illnesses, injuries and diseases
departments/sections in a hospital
health insurance terminology
interrelated functions of the body, locations and diseases (e.g. functions of the skeletal system, locations of skeletal injuries, skeletal diseases
knowledge of medical specialties and the names and titles of doctors working in specialist fields
medical conditions
medical equipment and instruments
medical investigations and procedures
Medicare terminology
medications
referrals
terms to describe onset and/or nature of disease
Policies and procedures may include:
abiding by local, state/territory and commonwealth legislation
accessing and updating files
cleanliness and hygiene
correspondence format
emergency procedures
following instructions
information specific to the enterprise
office practice manual
OHS
Royal Australian College of General Practitioners (RACGP) Code of Practice for the Management of Health Information in General Practice
RACGP Entry Standards for General Practices
telephone protocol
recording information
security, confidentiality and privacy procedures
Clarification may be sought from:
drug and prescription information sources/databases
experienced staff member/s
medical dictionary
office practice manual
relevant handbook
supervisor
Routine tasks may include:
answering patient enquiries
contributing to meetings
dealing with patient complaints
entering patient details into computer system
filing patient notes
maintaining information to assist patients
maintaining patient information
maintaining reception area, waiting room, consultation room
ordering stock (e.g. stationery, medical supplies)
preparing medical equipment
preparing reports
processing correspondence
producing a range of complex medical documents (e.g. patient history, case report)
providing information to patients
receiving and making telephone calls
receiving visitors and patients
recording information
storing and maintaining security of drugs
word processing
Oral communication may include:
answering routine telephone enquiries
communicating with a range of medical/hospital professionals on patient related matters
confirming appointments
dealing with difficult patients/customers
paging staff
reporting to staff at meetings
transferring calls
verbal instructions
Written communication may include:
appointment diaries, cards
case reports
complex correspondence to a range of medical/hospital professionals on patient related matters
forms
letters
memoranda
minutes
patient histories
patient history questionnaires
patient records
telephone messages
Designated person may include:
doctor
practice manager
supervisor

EVIDENCE GUIDE
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 following is essential:
using medical terminology in written and verbal communication
identifying and appropriately using abbreviations for medical terms and associated processes
managing own learning to maintain knowledge of up-to-date medical terminology
knowledge of relevant legislation from all levels of government that impacts on business operations, codes of practice and national standards.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of documentation and resources.
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:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
review of authenticated documents from the workplace or training environment
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
oral or written questioning
observation of performance in role plays
review of written communication with patients for use of appropriate medical terminology
oral or written questioning to assess knowledge of workplace emergencies, risks and hazards
assessment of documentation.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other general administration or medical services administration units.