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Unit of competency details

SIRCPPK309 - Assist customers seeking to relieve common allergic symptom reactions (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by SIRCPPA009 - Assist customers with allergy relief productsNot equivalent. Updated to meet Standards for Training Packages. • Title simplified. • Additional Performance Criteria on developing knowledge and using whole product range for better outcomes • Changed knowledge requirements: o Removal of:  role boundaries and responsibilities /referral  particular schedule of organisational procedures  clarification of scope around product knowledge o Addition of:  sources and format of product, lifestyle and self-care information  clarification of scope of product knowledge. 30/Mar/2016
Supersedes and is equivalent to SIRPPKS001A - Support the sale of pharmacy and pharmacist-only medicinesNew unit title. Technical modification of all areas of the unit. No change to the overall scope or outcomes of the unit. 12/Jun/2012

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 13/Jun/2012

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  02/Oct/2012 
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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

This unit is updated and equivalent to SIRPPKS002A Identify, locate and sell products related to allergies.

New unit title and technical modifications to all areas of the unit. No change to the overall scope or outcomes of the unit.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to assess customer needs, select and supply relevant products, and advise on self-care practices to relieve common allergic symptom reactions.

Application of the Unit

This unit applies to community pharmacy employees working as pharmacy assistants. Pharmacy assistants work directly with customers, providing information on and supplying Pharmacy Medicines and unscheduled medicine products to relieve common allergic symptom reactions. In situations where customers require referral to a pharmacist for therapeutic advice, or where the supply of Pharmacist Only Medicines or products is required, the pharmacy assistant gathers information, refers the customer on, and then supports the pharmacist by finalising the supply of medicines and products.

A person undertaking this role is required to work under the supervision of a pharmacist.

Licensing/Regulatory Information

All relevant federal, state or territory legislation, Pharmacy Board of Australia Guidelines, and established practice and quality assurance standards are to be met relating to the promotion and supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3).

Pre-Requisites

SIRCHCS201

Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

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. Collect information regarding customer allergy-related needs.

1.1.Approach and question customer  to establish who will be using the product.

1.2.Confirm relevant symptoms, their duration and their severity.

1.3.Determine customer satisfaction with allergy treatment medicines and products  that have been tried to relieve symptoms.

1.4.Identify any other health conditions and medicines the customer is taking.

1.5.Follow pharmacy protocols and procedures  to respect and protect customer privacy.

2. Identify and respond to customer needs and requirements.

2.1.Assess customer information and determine response .

2.2.Act on triggers for referral to a pharmacist. 

2.3.Select and suggest Pharmacy Medicines or unscheduled medicines and products where suited to customer’s allergic symptoms and requirements.

2.4.Follow pharmacy procedures relating to conditions of supply of allergy medicines and products.

3. Provide relevant product, self-care and lifestyle information.

3.1.Explain manufacturer’s product information and confirm customer understanding of directions for product use. 

3.2.Suggest companion products  relevant to desired health outcomes.

3.3.Offer lifestyle and self-care advice where relevant to desired health-care outcomes.

3.4.Access and provide relevant sources of self-care information  to customers.

4. Maintain and build own knowledge of allergy relieving medicines and products.

4.1.Locate the pharmacy range of allergy relieving medicines and products.

4.2.Check regularly for new additions or changes to the range.

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills 

  • communication skills to:
  • interact with the customer to:
  • ask questions to identify and confirm requirements
  • provide information
  • confirm understanding
  • suggest and supply products to relieve common allergies
  • refer customers to a pharmacist or other pharmacy staff
  • use language and concepts appropriate to cultural differences
  • use and interpret non-verbal communication
  • learning skills to maintain currency of knowledge on the pharmacy range of products used to relieve the symptoms of common allergies
  • literacy skills to:
  • follow pharmacy protocols and procedures
  • interpret medicine, product and self-care information
  • numeracy skills to calculate dosage or quantity requirements
  • planning and organising skills to meet customer service timelines
  • problem-solving skills to assess and respond to customer information
  • teamwork skills to operate as part of a pharmacy team, provide relevant information and seek advice from a pharmacist and other pharmacy staff as required
  • technical skills to assess common allergy requirements
  • technology skills to:
  • access and use information systems required by the role
  • use aids and equipment that may assist customers requiring allergy-related medicines

Required knowledge 

  • aids and equipment that may be of assistance to customers with allergies, including product applicators
  • common risk factors that can contribute to allergic reactions
  • common side effects of taking allergy medicines
  • common allergy symptoms and conditions for which allergy medicines and 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 allergy 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
  • terms applied to medicines and products used to treat or manage common allergies
  • pharmacy range and locations of Pharmacy Medicines, Pharmacist Only Medicines and unscheduled medicines used to treat common allergic symptom reactions

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.

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 or other pharmacy staff
  • apply knowledge of common symptoms or indicators of allergic conditions and the pharmacy product range to suggest suitable medicines and 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 allergy 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 workplace 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 and companion products used to treat and support customers with common allergies
  • pharmacy protocols and procedures
  • relevant documentation, such as:
  • product information
  • self-care 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:
  • applying pharmacy protocols and procedures
  • collecting and assessing information to establish customer needs and requirements
  • identifying and acting on triggers for referral to a pharmacist
  • suggesting and supplying products to relieve the symptoms of common allergies
  • 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 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, for example:

  • SIRXSLS201 Sell products and services.

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.

Custome r  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.

Allergy treatment medicines and products  may include:

  • non-sedating antihistamines
  • sedating antihistamines
  • decongestant nasal drops and sprays
  • corticosteroid nasal sprays
  • liquids, creams and lotions
  • capsules and tablets
  • inhalant drops and sprays
  • eye drops
  • complementary medicines
  • unscheduled medicines
  • Pharmacy Medicines
  • Pharmacist Only Medicines.

Protocols and procedures  may include:

  • interacting with the customer to establish:
  • who the product or service is for
  • symptoms
  • duration of symptoms
  • other existing health conditions
  • assessing:
  • customer responses to questions
  • own confidence that the product or service requested by the customer or envisaged by the pharmacy assistant is right for the customer’s symptoms.

Response  may include: 

  • referral to:
  • a more experienced team member
  • a pharmacist
  • recommending medicines or products.

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
  • requested a large quantity of one or more allergy treatment medicines
  • customer appears to be:
  • sick
  • angry
  • confused
  • dissatisfied
  • uncertain
  • under the influence of drugs or alcohol
  • pharmacy assistant is unsure and needs confirmation of the medicine selected, even if the product has been requested by name
  • request for Pharmacist Only Medicine.

Directions for product use  may include:

  • how to use medicine or product correctly
  • how often to use the medicine or product
  • correct dose and maximum dose not to be exceeded
  • most common and important adverse effects
  • lifestyle or management tips for the condition
  • to contact the pharmacy if the medicine does not help or the symptoms persist.

Companion products  may include:

  • vitamins and supplements
  • complementary medicines
  • aids and equipment.

Sources of self-care information  may include:

  • customer self-care cards
  • health-care fact sheets
  • pharmacy or supplier product leaflets, brochures and manuals
  • product support material, such as:
  • booklets
  • reputable internet resources.

Unit Sector(s)

Community Pharmacy

Competency field

Pharmacy Product Knowledge