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 but not limited to -

State/Territory/Commonwealth:
legislation, regulations, industry codes of practice, standards and guidelines, pharmacy policies, procedures and protocols in regard to the acceptance of prescriptions.

Patients may include but are not limited to:

patients, clients or their agents, varying in age, gender

patients with routine or special requests

patients with special needs eg elderly, non-English speaking background, infants etc

regular and new patients

people from a range of social, cultural or ethnic backgrounds and physical and mental abilities and may be unwell, drug affected, grieving or upset.

Prescription details may include but are not limited to:

doctor's full name, current address and date

name of medication, quantity prescribed and dosage requirements

number of repeats.

Prescription validity may include but is not limited to:

written in ink or computer generated (must have handwritten signature)

life of prescription according to legislative requirements

adequate written instructions on the dosage regimen.

Patient details may include but are not limited to:
full name and current address
date of birth
age if patient is under 12 years or elderly (over 70)
weight of patient
entitlement number, if any, under the Pharmaceutical Benefits Scheme eg concessional benefits
Medicare number
private health cover
any allergies or adverse reactions to medications suffered in the past
pre-existing medical conditions.

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.

Pharmaceutical Benefits Scheme entitlements may vary according to:

the social security status of the recipient eg concession card holders or repatriation beneficiaries

patient eligibility and access.

Brand substitution guidelines may include but are not limited to:

patient's requests

prescribers' endorsement.

Prescription discrepancies and/or situations requiring additional assistance may include but are not limited to:

incomplete or incorrect prescriber and/or patient details

prescriptions out of date

prescriptions marked 'cancelled' or otherwise such as to indicate that it has been dispensed and completed

prescriptions for a narcotic drug written by the prescriber for self treatment

request for excessive quantities.

Difficulties in filling prescription may include but are not limited to:

out of stock

restricted drug

time factor eg compounded products requiring lengthy preparation time

potential contra-indication as identified in patient history.

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 policies, standards and guidelines, industry legislation and codes of practice in regard to accepting prescriptions for dispensing.
Consistently asking critical questions of patient in regard to verifying patient details. These questions should follow industry protocols, for example:
Evidence of the ability to consistently use effective communication techniques to provide information to patients while maintaining an awareness of the need for discretion, empathy, tact and confidentiality.
Consistently applying legislative requirements in line with pharmacy policies and procedures in referring to the pharmacist all queries requiring therapeutic advice.
Collecting, interpreting and applying prescription information accurately and responsibly.
Identifying and understanding different types of prescriptions and entitlements.
Demonstration of the ability to source, record and disseminate prescription information.
Recognition of the situations requiring referral to the pharmacist and/or other pharmacy staff according to pharmacy policy.

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:
accepting prescriptions for dispensing
confirmation of patient and prescriber details
checking prescription to ensure validity and completeness.
Operational knowledge of the Pharmaceutical Benefits Scheme including:
patient eligibility and access
payments for general patients (non cardholders) and concessional patients
co-payments.
Skills in the following areas:
collecting, analysing and organising relevant information from a variety of sources
preparing and organising information in regard to prescription information.
Knowledge of principles, techniques and skills in:
communicating ideas and information
working with others and in teams
handling customers with special needs, including difficult customers
being empathetic and understanding
maintaining confidentiality and privacy
demonstrating tact
following set routines and procedures
solving problems.
Language, literacy and numeracy skills appropriate 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:
accepting prescriptions for dispensing
tactfully asking critical pre-determined questions to verify patient and prescriber details
passing on relevant information to the pharmacist and/or other pharmacy staff
checking prescriptions to ensure validity and completeness
recognising and referring requests requiring additional assistance to other pharmacy staff or the pharmacist
following pharmacy procedures and legislative requirements.
Written and/or oral questioning to assess knowledge and understanding of relevant pharmacy procedures with regard to accepting prescriptions and operational knowledge of the Pharmaceutical Benefits Scheme. Questions will be asked in a manner appropriate to the language and literacy level of the pharmacy staff member.
Completing workplace documentation relevant to accepting prescriptions.

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
PBS information
industry codes of practice
state and federal legislation as appropriate.
Access to a range of customers with different requirements (real or simulated).
Access to a range of prescriptions.
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 could be 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 = the 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 soliciting information from patients on prescription needs; verifying, clarifying and informing as appropriate, communicating to pharmacy staff and pharmacist. (1)

Collecting analysing and organising information
By collecting information relative to patient prescription needs and collating it in a useable format. (1)

Planning and organising activities
By organising the work requirements and planning the required tasks associated with accepting prescriptions from patients 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 to support and enhance the process of accepting patient prescriptions. (1)

Using mathematical ideas and techniques
Mathematical ideas and techniques are likely to be utilised in calculating number of prescribed items. (1)

Solving problems
By identifying issues associated with patient prescriptions, resolving those which are routine and involving pharmacy staff in general and the pharmacist in particular, where they are not. (1)

Using technology
Technology may be utilised in accessing data or information in relation to the Pharmaceutical Benefits Scheme. (1)