Modification History
The version details of this endorsed unit are in the table below. The latest information is at the top.
Release |
Comments |
First Release |
New unit |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to monitor, maintain and improve pharmacy sales and service delivery.
It involves the continuous improvement of operations by seeking, evaluating and reporting feedback from customers and colleagues on sales and service delivery and working conditions; and sourcing and negotiating adequate supply of stock and other necessary resources in accordance with pharmacy policy.
Application of the Unit
This unit applies to persons with managerial responsibility in community pharmacies and may include management across single or multiple outlet businesses.
Persons in this role are required to apply initiative and judgement, using a range of problem-solving and decision-making strategies.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
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 service delivery 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. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
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. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the ability to:
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Context of and specific resources for assessment |
Assessment must ensure that competency is:
Assessment must ensure access to:
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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:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
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. 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. |
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Custome r may include people: |
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Team members may include: |
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Policies and procedures for sales and service delivery may involve: |
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Resources may include: |
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Factors may include: |
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Negotiate may include: |
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Arrangements with suppliers may include: |
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Problems with supply may involve: |
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Relevant agreements and legislation may include: |
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Relevant personnel may include: |
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Unit Sector(s)
Community Pharmacy
Competency Field
Community Pharmacy Management