ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Establish and respond to customer requirements.

1.1.Plan and develop strategies to enhance provision of customer service according to pharmacy policy.

1.2.Research and analyse customer needs in regard to pharmacy products and services, along with local demographic and cultural issues.

1.3.Resolve customer complaints referred by team members according to pharmacy policy.

1.4.Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.

1.5.Encourage team members to take responsibility for meeting customer requirements.

1.6.Seek and use feedback from customers to improve future operations.

2. Monitor, maintain and improve sales and service delivery.

2.1.Implement, communicate and review policies and procedures for sales and servicedelivery on a regular basis.

2.2.Maintain adequate resources for optimum customer service provision and in line with relevant budget allocation.

2.3.Ensure sales and service targets and plans are consistent with pharmacy values, objectives and business plan.

2.4.Communicate sales and service targets and plans to relevant personnel according to implementation schedules.

2.5.Provide feedback to staff and take corrective measures to minimise factors that may disrupt operations.

2.6.Monitor and evaluate effectiveness of corrective actions for future operational planning.

2.7.Ensure current and accurate records on sales are available to authorised personnel and act on relevant reports as required.

3. Negotiate supply of goods.

3.1.Negotiate and implement arrangements with suppliers and communicate to relevant personnel.

3.2.Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.

3.3.Identify and communicate market factors affecting supply of pharmacy medicines or products to the pharmacist in charge and relevant team members.

3.4.Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.

3.5.Take immediate corrective action where potential or actual problems with supply are indicated.

3.6.Identify and develop new suppliers where relevant, to maintain and improve sales and service delivery.

4. Provide productive work environment.

4.1.Regulate and monitor staff access to and use of resources for maximum efficiency and sustainability.

4.2.Maintain staff work conditions to meet requirements of relevant agreements, legislation and pharmacy policy.

4.3.Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.

4.4.Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.

4.5.Communicate recommendations for improving conditions to relevant personnel within designated timeframe.

4.6.Maintain complete and accurate records and make them available to authorised personnel.