NTISthis.com

Evidence Guide: HLTPH416B - Support pharmacists by collecting and providing specific information to/for clients

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

HLTPH416B - Support pharmacists by collecting and providing specific information to/for clients

What evidence can you provide to prove your understanding of each of the following citeria?

Establish relationship with the client

  1. Greet clients courteously and professionally
  2. Identify special needs of clients
  3. Use effective communication with clients
  4. Take into consideration cultural and personal factors when interacting with clients
  5. Define and apply appropriate boundaries of the practitioner/client relationship
  6. Maintain professional integrity at all times
Greet clients courteously and professionally

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify special needs of clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective communication with clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take into consideration cultural and personal factors when interacting with clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Define and apply appropriate boundaries of the practitioner/client relationship

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain professional integrity at all times

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide specific information

  1. Discuss client information needs and confirm with pharmacist
  2. Where relevant, elicit further necessary information from client or their representative to complete current background
  3. Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the client
  4. Select appropriate modes of communication to suit the purpose and context of the information being provided
  5. Exercise appropriate discretion and confidentiality and explain boundaries of confidentiality to clients when appropriate or required
  6. Negotiate appointments with client and staff for the provision of information to the client
Discuss client information needs and confirm with pharmacist

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where relevant, elicit further necessary information from client or their representative to complete current background

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select appropriate modes of communication to suit the purpose and context of the information being provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Exercise appropriate discretion and confidentiality and explain boundaries of confidentiality to clients when appropriate or required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate appointments with client and staff for the provision of information to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide prepared information to promote client education

  1. Provide prepared information to clients when requested by the pharmacist
  2. Where appropriate, seek advice and assistance from the pharmacist for unresolved concerns or issues
  3. Ensure communication difficulties are managed appropriately
  4. Refer to the pharmacist problems relating to providing information about services
  5. Record details of information provided to the client according to workplace procedures
Provide prepared information to clients when requested by the pharmacist

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, seek advice and assistance from the pharmacist for unresolved concerns or issues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure communication difficulties are managed appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer to the pharmacist problems relating to providing information about services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record details of information provided to the client according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this competency unit:

Competency is to be demonstrated by performance of all stated criteria, including paying particular attention to the Essential Knowledge and Skills elaborated in this competency unit

This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of work conditions

Assessment may be mostly practical and examples covering a range of situations relevant to health services provided in the workplace

Evidence of workplace performance over time and covering a range of workplace situations must be obtained to inform a judgement of competence

Where, for reasons of safety, space, or access to equipment and resources, assessment takes place away from the workplace, the assessment environment should represent workplace conditions as closely as possible

Context of and specific resources for assessment:

Resource requirements may include:

Participants for role plays

Appropriate assessment environment

Method of assessment

Observation in the workplace

Simulations and role play

Oral questioning

Case studies and scenarios

Supporting statement of workplace supervisor

Written assignments/projects or questioning should be used to assess knowledge

Access and equity considerations:

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities

Required Skills and Knowledge

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes knowledge of:

Care of respiratory devices

Client identification and confirmation of identification

Documentation of demonstration of respiratory devices

Documenting that CMI has been issued to client/carer

Hospital storage systems to be able to elicit information from client's own medicines (with need for pharmacist's review before any medicines are returned to client)

Knowledge and purpose of compliance aids i.e. dosettes, WebsterPaks

Knowledge, purpose and selection criteria for respiratory devices including metered dose inhaler, accuhaler, turbuhaler, handihaler, volumatic, breath-a-tech

Organisation policies, procedures and guidelines

Principles of effective communication strategies, including recognition of communication and language difficulties and how to overcome these

Principles of privacy and confidentiality

Purpose and layout of CMI

Purpose of client education to aid compliance

Sources of CMI ie. pharmacy computer system, MIMs online

Essential skills:

It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes the ability to:

Abide by organisation procedures and practices

Appropriately prepare and present information for a range of enquiries

Assess client understanding of information provided

Care for compliance aids and respiratory devices

Collate CMI for identified client

Communicate effectively including:

active listening

clarify and ascertain correct meanings from communication

clear, concise and correct written and verbal communication

communicate on a one-to-one basis

correct presentation of correspondence

documentation and record keeping

elicit information

establish rapport

passing on verbal and written messages

use correct grammar, spelling and punctuation

use literacy and oral communication skills required to fulfil the position in a safe manner as specified by the health care facility

Handle difficult situations

Identify particular issues that require follow-up counselling by the pharmacist

Locate, access and print CMI

Make appointments to meet a range of client needs in accordance with established business practice

Respond appropriately to a range of clients in a range of situations

Respond appropriately to special needs

Seek assistance if necessary

Take into account opportunities to address waste minimisation, environmental responsibility and sustainable practice issues

Use compliance aids ie dosettes, WebsterPaks

Use information technology effectively

Use respiratory devices including metered dose inhaler, accuhaler, turbuhaler, handihaler, volumatic, breath-a-tech

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. Add any 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.

Special needs may include:

Disability

Communication difficulties

Language difficulties

Presence of children/spouse

Need for uninterrupted privacy

Need for communication aids

Need for an interpreter

Effective communication includes:

Active listening

Appropriate language

Appropriate communication aids

Appropriate modes of communication

Appropriate demeanour and body language

Appropriate tone and presentation

Observation

Questioning, clarifying, advising

Providing appropriate and accurate information

Honesty and integrity

Elicit further necessary information may include, for example:

Information needed to ensure complete details of current medications are obtained

Cultural and personal factors may include:

Religious background

Racial background

Gender

Age

Disability

Family or social factors

Boundaries may refer to:

Confidentiality

Privacy

Respect

Acknowledgement of individual needs

Practitioner staying within area of expertise

Relevant information is limited to:

Confirmation of appointment date and time

Medication profiles (under the direct supervision of a pharmacist)

Information about the use of respiratory devices

Consumer Medicine Information (CMI)

Manufacturer Information

Detecting new client admissions where this involves logistical issues such as checking bed lists (to notify pharmacist)

Identifying clients requiring communication with community providers, where this does not involve clinical information

Preparing information for transfer to community practitioners (after final check by pharmacist)

Medicines supply information communication with internal medical and nursing staff or community providers (according to accepted protocol and method)

Obtaining planning information e.g. details of community pharmacy, medication administration aids used, immediate discharge destination

Recording clients medication brought into hospital

Modes of communication may include:

Verbal/Non-verbal

Written

Formal/informal

Direct/indirect

Managed appropriately may include:

Managing emotions

Defusing anger

Clarifying the issues

Attending to client needs as appropriate

Maintaining composure and professional attitude

Providing support

Seeking assistance