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.
Legal requirements and industry standardsmay vary between States and Territories and may include:
consumer law, environmental law, work health and safety (WHS); and welfare law drugs, poisons and controlled substances legislation
Health Act and related regulations
Pharmacy Board of Australia guidelines and directives
pharmacy and pharmacist Acts and related regulations
Pharmaceutical Society of Australia’s Professional Practice Standards
privacy legislation
Therapeutic Goods Administration guidelines and requirements
SUSMP.
Customers 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.
Standards for the Uniform Scheduling of Medicines and Poisonsmay include:
general sales medicines (unscheduled)
Pharmacy Medicine (S2)
Pharmacist Only Medicine (S3)
Prescription Only Medicine (S4)
Controlled Drug (S8).
Protocols and proceduresmay include:
questioning the customer to establish:
who the product is for
symptoms
duration of symptoms
other existing health conditions
other medications being used by the customer
if the customer has seen a doctor in the past 12 months
assessing:
customer responses to questions
own confidence that the product or service requested by the customer or recommended by the pharmacy assistant is right for the customer’s symptoms.
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 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
pharmacy assistant is unsure and needs confirmation of the medicine selected, even if the product has been requested by name
customer who appears to be:
sick
confused
uncertain
dissatisfied
angry
under the influence of drugs or alcohol
personal concern regarding the accuracy of the information given by the customer
request for Pharmacist Only Medicine.
Information sources may include:
self-care and health-care information
product brochures and leaflets supplied by a pharmacist
manufacturer information
Consumer Medicine Information (CMI) website and phone line
industry and professional publications.

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 commonly requested medicines scheduled as Pharmacy Medicines and Pharmacist Only Medicines
follow pharmacy protocols and procedures to identify customer supply needs
operate within the role boundaries that apply to a pharmacy assistant and follow pharmacy protocols and procedures when supplying Pharmacy Medicines and Pharmacist Only Medicines
refer all requests for Pharmacist Only Medicines to a pharmacist, and recognise and act on other triggers for referral.
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:
a range of real or simulated customers with different requirements
a range of Pharmacy Medicines and Pharmacist Only Medicines
typical pharmacy storage locations, shelf facings and signage for a community pharmacy, including unscheduled medicines, Pharmacy Medicines and Pharmacist Only Medicines
pharmacy protocols and procedures
relevant regulations and guidelines
relevant documentation, such as:
consumer product information
self-care advice.
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:
applying tact and discretion when collecting information from and providing information to customers
following pharmacy procedures when supplying Pharmacy Medicines and Pharmacist Only Medicines
responding to product and symptombased requests
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 required 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.