Required skills

communication skills to

interact with the customer to

ask questions to identify and confirm requirements

provide information

confirm understanding

suggest and supply analgesic and antiinflammatory medicines and products

suggest and supply analgesic and antiinflammatory medicines and products

provide advice on lifestyle selfcare practices specialist services and practitioners

refer customers to a pharmacist or other pharmacy staff

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

learning skills to maintain currency of knowledge on the pharmacy range of Pharmacy Medicines and unscheduled analgesic and antiinflammatory medicines and products

literacy skills to

interpret medicine product and selfcare information

follow pharmacy procedures

numeracy skills to calculate dosage or quantity requirements

planning and organising skills to meet customer service timelines

problemsolving skills to assess and respond to customer information

teamwork skills to operate as part of a pharmacy team providing relevant information and seeking advice from a pharmacist and other pharmacy staff as required

technical skills to

assess analgesic and antiinflammatory requirements

demonstrate use of relevant aids and equipment

technology skills to access and use information systems required by the role

Required knowledge

aids and equipment that may be of assistance to customers requiring analgesic and antiinflammatory medicines and products

aids and equipment that may be of assistance to customers requiring analgesic and antiinflammatory medicines and products

appropriate health and product terminology

common side effects of taking analgesic and antiinflammatory medicines

common side effects of taking analgesic and antiinflammatory medicines

common symptoms and painrelated conditions for which analgesic and antiinflammatory products may be of assistance

common symptoms and pain-related conditions for which analgesic and antiinflammatory products may be of assistance

personal role boundaries responsibilities and circumstances under which referral to a pharmacist or other pharmacy staff is required

pharmacy protocols and procedures relating to the supply of analgesic and antiinflammatory medicines and products including

pharmacy protocols and procedures relating to the supply of analgesic and antiinflammatory medicines and products, including:

collecting required information from customers

collecting and supplying information to an agent acting on behalf of a customer

identifying and acting on triggers for referral to a pharmacist

identifying and supplying the relevant medicines products information aids and equipment to meet customer needs

respecting and protecting customer privacy

pharmacy range and locations of Pharmacy Medicines Pharmacy Only Medicines and unscheduled analgesic and antiinflammatory medicines and products

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

collect information from and inform customers in ways appropriate to their needs

follow pharmacy protocols and procedures for identifying and acting on triggers for referral to a pharmacist

apply knowledge of the common symptoms and painrelated conditions and the pharmacy product range to suggest suitable products to customers

demonstrate appropriate techniques to confirm customer understanding of directions for product use

apply pharmacy protocols and procedures relating to conditions of supply for analgesic and antiinflammatory medicines and products

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 unscheduled items aids and equipment and companion products used to treat and support customers with painrelated ailments and conditions

pharmacy protocols and procedures

relevant documentation such as

product information

selfcare and lifestyle 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

collecting information to establish customer requirements

identifying and acting on triggers for referral to a pharmacist

suggesting and supplying products to relieve or manage common pain ailments and conditions

confirming customer understanding of directions for product use

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 thirdparty workplace reports of onthejob performance

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SIRXSLS Sell products and services

Customermay include people:

Analgesic and anti-inflammatory medicines and products may include:

Protocols and procedures may include:

Responsemay include:

Triggers for referral to a pharmacist may include:

Directions for product usemay include:

Companion productsmay include:

Sources of self-care informationmay include: