Learning Book - The Role of The Pharmacy Assistant in Addressing Customer Needs-2

4/23/2018 Learning Book - The Role of the Pharmacy Assistant in Addressing customer needs
Learning Book - The Role of the Pharmacy Assistant in

Addressing customer needs
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Learning Book - The Role of the Pharmacy Assistant in Addressing customer needs
This is the first of TWO (2) learning books and includes the following:
Site: Just Careers Training / Licences 4 Work
Course: (S2-S3) SIRCIND002 - SUPPORT THE SUPPLY OF PHARMACY MEDICINES AND PHARMACIST ONLY MEDICINES
Book: Learning Book - The Role of the Pharmacy Assistant in Addressing customer needs
Printed by: Achal Doshi
Date: Monday, 23 April 2018, 5:13 AM
https://www.licences4work.com.au/elearning/mod/book/tool/print/index.php?id=854 1/22
Table of contents
1. Introduction for using this Learning Book
2. Customer Privacy
3. The role of the Pharmacist
4. The role of a pharmacy assistant
5. Symptom Based Requests
6. Product Based Requests
7. Teamwork - The pharmacy assistant and the pharmacist
8. Protocols and Procedures
9. Applying Protocols
9.1. Triggers for Referral to the Pharmacist

9.2. Supplying medicines and products to meet customer needs
10. Finalising Supply of Medicines
11. Selling Vs Advising
12. Information Sources
13. Things to remember
To use this learning book, use your mouse pointer to select the forward or back arrows located on the top or bottom right of the book pages to
scroll through the pages OR use the subject titles from the left side panel to view the subjects.
Once you have finished using this learning book, scroll to the end using the forward arrow and return to your main course area.
Customer Privacy
When dealing with customers , Pharmacy Assistants need to ensure that they protect and respect customer privacy. When dealing with customer
information then we need to ensure we are complying with the law and guidelines for Privacy.
Many of our customers come in with personal needs and they expect that they would be afforded the appropriate level of privacy.
Basic Privacy Considerations - Customer Interactions
Ways that a Pharmacy Assistant can ensure that customers feel their privacy is being respected include:
Speaking at the right volume - speaking too loudly will allow other users of the pharmacy to overhear what may be sensitive or
personal information. It is important not to assume what may be regarded as personal and sensitive. May cultural and personal
differences exist when it comes to what is defined as private and sensitive.
Asking appropriate questions - Knowing what information you would need is important to ensuring customer privacy is respected.
Explain why you need information - For some customers , it will be beneficial to explain the reason you need certain information.
Speak in the right location - consider if the area where you are serving a customer is appropriate for the conversation.
Use tact and discretion - Tact may be defined as using skill and sensitivity in dealing with others or with difficult issues. It can also be
described ass being considerate, understanding or thoughtfulness. Discretion may be defined as the quality of behaving or speaking in
such a way as to avoid causing offence or revealing confidential information
Basic Privacy Considerations - Customer Information
The Pharmacy Guild of Australia has a Privacy Policy based on the Privacy Act 1988.
This is a good source of information on customer privacy.
The Privacy Act 1988 (Privacy Act) provides protection to individuals against the mishandling of personal information and applies to organisations
which include individuals, partnerships, corporations and unincorporated associations. It does not apply to individuals in a non-business capacity.
Amendments were passed to the Privacy Act in November 2012 with the new privacy regime taking effect from 12 March 2014.
This new regime, including the adoption of a single set of 13 Australian Privacy Principles (APPs), apply to Government agencies and private
sector organisations which include community pharmacies, pharmacist consultants and other pharmacy businesses.
The APPs set out what can and cannot be done with an individual’s personal and health information. Details of each APP are available
from www.oaic.gov.au
Collection - Personal information may only be collected directly from the individuals concerned or their authorised representatives. The
information collected must be directly related to the functions of the community pharmacy and that which is required to provide the
required services.
Use - Pharmacies should only be using personal information for the purpose for which it was collected.
Disclosure - Personal information will not be provided to anyone other than the person it relates to. Other circumstances that may
require disclosure include:
where the individual requests the information or has consented to the release of the information
The individual would reasonably expect, or has been told, that certain information is passed onto certain individuals
It is required or authorised by law
It is reasonably necessary for the enforcement of the law
It will prevent or reduce an imminent threat to someone's life or health
Data Storage & Security - information held only for as long as it needs to be held and will need to be protected from loss ,
modifications or unauthorised access and will be destroyed when no longer required.
Data Quality - Pharmacies will need to ensure that data is complete and accurate based on the information present.
The Pharmacist:
Is an important source of expert advice.

Assesses customers clinical status and needs.
Provides medication and health care advice.
Assesses customers for product satisfaction and appropriate use.
Refers customers as appropriate to a doctor.
Records and follow up advice as appropriate.
Is required for the supply of scheduled medicines (Pharmacist Only Medicines in particular)
Pharmacy assistant
Pharmacy assistants are exposed to a wide variety of tasks that include working with customers with specialised health and well-being needs as
well as personal care and grooming requirements. The role of the pharmacy assistant draws on a combination of skills and knowledge spanning
customer service, marketing, dispensing, administration and business management.
customer
Importantly;
It is NOT the role of the Pharmacy Assistant to provide customers
with information on their medical condition or attempt to diagnose
their symptoms. Your important role is to ask the customer questions,
listen closely for their responses and then decide if you should refer
them your pharmacist for legal reasons (such as in the case of
Schedule 3 medicines) or clinically (based on their responses to your
questioning)
1. Meet and greet the pharmacy customers
The pharmacy assistant will need to... Time the approach to greet the customer.
The pharmacy assistant will need to ...Identify customersâ€™ needs through appropriate questioning and active listening skills.
Communicate with customers by... Speaking, Listening, Asking questions, Using the right language
Speaking
Use a pleasant voice and sound friendly

Speak slowly and clearly
Be polite and respectful and use appropriate language
Vary your tone
Pause between phrases or sentences to ensure that the listener can absorb what you have said
Donâ€™t use jargon
Be honest - It's okay to say "I don't know, I'll get the pharmacist"
Avoid talking to loudly, speaking to fast, mumbling or talking down to the customer
Listening
Show interest
Maintain appropriate eye contact
Concentrate on feelings as well as facts
Take notice of body language
Listen carefully to what is being said
Don't interrupt
Be patient
Listen carefully to what the customer is saying and check you have understood the message
Don't pretend to understand if you don't
Asking Questions
Questions may be open ended or closed ended

Open ended questions always yield more information
Questioning should include both open ended and closed ended questions
Closed ended questions will result in the customer answering "yes or no"
Examples of Open Ended Questions
"Describe your pain"

"What other medications have you tried?"
How did you injure your knee?
Examples of Closed Ended Questions
Is it painful?
Is thus the only medicine you have tried?
Did you injure it while training?
Using the right terminology and Language

Working alongside university trained medical and health professional, Pharmacy Assistants will be expected and they ought to know some of
the common medical conditions dealt with in the community pharmacy, as well as the common medicine categories found in pharmacies.
Other terms (or words) that should be known (some examples):
Side effects or adverse effects

Instructions on how to use the product
Dosage - How much of the product to use
Interactions - Where two or more drugs affect each other in a good or bad way
Symptoms - The feelings associated with conditions or illnesses, usually felt or perceived by the patient
Conditions - the actual cause of the symptoms
Categories - how medicines are grouped
Temporary relief - that the medicine is not a cure rather for relief of symptoms
CMI - Consumer Medicine Information
Pharmacy Assistants should also know the differences between (some examples):
Cold and Flu

Pain and Inflammation
Reflux and Upset Stomach
Fungal infections and skin disorders
2. Use Protocols
Protocols are designed to act as standard operating procedures or rules to guide you when dealing with customers and selling Pharmacist only
and Pharmacy medicines.
A number of protocols have been detailed below.
3. Apply tact and discretion
When dealing with customers it is important to ensure that you maintain privacy and confidentiality. This is especially important in pharmacy
because we are dealing with customer's personal information and information about their health and wellbeing.
We should maintain awareness of our customer's state of being and refer to the pharmacist for discreet conversations and consultations where
appropriate.
A SBR or Symptom Based Request is where a customer comes in with a symptom requesting advice and/or a product.
The customer may or may not describe the symptom accurately

The customer may or may not provide you with information about all their symptoms
The customer may or may not provide you with information about other medical conditions
The customer may or may not tell you which medications they have tried
The customer may or may not tell you other medicines they may be using (regular or temporary)
The customer may confuse the symptoms with the conditions
The customer may not have all the required information (may have come in for another person, or as we call them, the customer is an
agent)
The customer may associate certain symptoms with certain conditions and they may be indicative of other conditions
This customer may or may not have a preference for a brand or presentation (tablet, elixir, rub, etc).
Hence the need for qualified Pharmacy Assistants!
lady
Examples of Symptom Based Requests include customer that come in and say;
"I have a headache".... questions will need to be asked!
"I have a cold" ... questions will need to be asked!
"I have a runny nose"... questions will need to be asked!
"I hurt my knee"... questions will need to be asked!
A PBR or Product Based Request is where a customer comes in with a request for a certain product and usually by name.
med
The customer may or may not be requesting the correct product

The customer may or may not have used the product before
The customer may be using the product but incorrectly
The customer may have unrealistic or incorrect expectations about what the medicine should be doing for them
The customer may or may not be aware of the possible side effects of the medicine
The medicine or product may have been recommended by their doctor
The medicine or product may have been recommended by their neighbour or at the pub or the gym!
The customer may have medical conditions that would make the medicine inappropriate
The customer may have a medical condition that may require precautionary advice
The customer may take other medications that interact with the product
Hence the need for qualified Pharmacy Assistants!
Examples of Product Based Requests include customer that come in and say;
"I would like some Phenergan".... questions will need to be asked!

"May I please have a tube of Lamasil" ... questions will need to be asked!
"Can I please get another bottle of Demazin"... questions will need to be asked!
Through effective communication and clear strategies set out in order to meet the needs of clients, the relationship between a Pharmacy
Assistant and Pharmacist is a PERFECT MATCH!
Understanding our respective roles will help set the boundaries and fulfilling our responsibilities will not only meet the needs of the customer
but also help the relationship between the pharmacist and the pharmacy assistant flourish.
The two most commonly used protocols are the CARE and WHAT, STOP, GO protocols. Both are designed to ensure you have asked the right
questions and have all the information you need to either:
1. Refer to the pharmacist; or

2. Recommend a product, and provide written or verbal information
CARE PROTOCOL
C Check
A Assess
R Refer or recommend
E Explain
Check - means asking your customer open and closed questions to find out:
Who the patient is

What other health conditions do they have
What other medications do they use or have tried
What symptoms they have and how long they have had them
Has a medication worked on previous occasions
Assess - deciding if the customer should be referred to the pharmacist or if you should recommend a product or supply the product requested.
Customers should be referred to the pharmacist if:
A request is made for a Pharmacist Only medicine

The patient is a child under two years of age
The customer appears to be under the influence of drugs or alcohol
They request quantities of a particular medicine eg. Pseudoephedrine
The customer is an aged person
The customer is pregnant or breastfeeding
The request is for treatment of specific symptoms
The customer has used the product before and was not satisfied with the result
The customer is taking other medications
The customer has had the complaint for some time
The customer has other health conditions (eg. asthma, diabetes, high blood pressure)
The customer looks sick
You are unsure
Refer or Recommend
The prompts for referral, listed above, are designed to make your role as a pharmacy assistant much clearer. You should be listening for them as
soon as the customer begins to talk to you. That means listening actively and referring to the pharmacist as soon as you become aware of one of
these prompts. This is as simple as saying â€œMany thanks; I will need to refer you to the pharmacist who will help you.â€ All you need to do
then is let your pharmacist know that you are referring a customer to them.
Explain - explain how to use the product if one is recommended. You should explain:
The dosage and frequency

Any side effects, hazards or precautions
What to do if the condition does not improve or worsens
Supply written health information such as Pharmacy Self Care fact cards to back up what you have told the customer
WHAT, STOP, GO PROTOCOL
This protocol is also used to gather information to make sure the â€œrightâ€ medicine is provided.
WHAT - is the information you need from your customer
W Who is the patient?
H How long have they had the symptoms?
A Actual symptoms?
T Treatment
STOP - when you have the information needed to decide the best course of action (provide a product or refer to the pharmacist), the following
is needed:
S Symptoms?
T Totally sure?
O Overuse or abuse?
P Pharmacy only or Pharmacist referral?
GO - once you have made your decision, you need to provide advice with the product or explain why you are referring to the pharmacist.
AAA - ASK ASSESS ADVISE PROTOCOL
question
Ask
1. Who is the product for? (Is the person less than two years old, more than 65 years old, pregnant or breastfeeding?)
2. What are the symptoms?
3. How long have the symptoms lasted?
4. Have you tried other medicines or treatments?
5. Do you have any other health conditions?
6. Do you take any other medicines?
Assess - will this go to the pharmacist? Or will I proceed?
Has the customer answered â€˜yesâ€™ to any of the above questions?

Are you unsure if the product is right for the personâ€™s symptoms?
Consider how severe the symptoms are and how long they have lasted.
Is the customer asking for a large quantity of medicine?
Consider over use.
Does the customer appear to be sick, confused, uncertain,
Dissatisfied, angry, or under the influence of drugs or alcohol?
Is the customer requesting a Pharmacist Only Medicine (S3)?Are you concerned about the accuracy of the information the customer is
giving you?
Advice
Advise the customer about the product, including:
how to use it correctly;

what to do if the symptoms donâ€™t improve;
common side effects;
What other options may help, including other products and/or lifestyle advice.
Also include other pointâ€™s specific to the selected product.
Other
It is important to note that your pharmacy or your manager may have a different protocol to follow, however you will find that they all have the
same intention
To MINIMISE possible harm
Applying Protocols
When collecting information from customers (or their agents) that come in for either Symptom Based Requests or Product Based Requests, then
the following FIVE key areas should be considered. These are not a list of questions, rather considerations you should make when
communicating with your customer. It is also important to note that these are not the only areas to focus on; use of the protocols will ensure that
you have covered all the questions required.
Before considering the 5 key areas, we will first list some of the general questions that will need to be asked. The questions are examples only
and do not have to be "memorised", it is important to remember that we are speaking to real people, and we will therefore need to use good
communication and interpersonal skills.
1. Who are we treating (who has the symptoms, who would like to use a product)
2. Does the person have any allergies?
3. Is the woman pregnant or breastfeeding? (all women should be asked)
4. How old is the person requiring the medicine? (pay attention for older and younger people)
These are general questions and they can be supplemented by additional or alternative questions based on the nature of the request and your
knowledge on the different symptoms, conditions and related products.
Notes:
· Very young - refer to the Pharmacist
· Older - refer to the Pharmacist
· Customer/Agent unsure of details - refer to the Pharmacist
· Difficult/Challenging behaviour - refer to the Pharmacist
· Very poor English skills - refer to the Pharmacist
· Physical or mental disability - you MAY need to refer to the Pharmacist
Now we will cover the 5 key areas for consideration.
1. SYMPTOMS
This includes but is not limited to the following:
· What is/are the symptom(s) - Actual Symptoms
· Are there any other symptoms (even if they may seem unrelated)
· For a Product Based request - do the symptoms match the product requested
CONSIDER:
DO I HAVE THE REQUIRED KNOWLEDGE ABOUT THESE SYMPTOMS OR THE PRODUCT?
YES - PROCEED
NO - REFER TO THE PHARMACIST
UNSURE - REFER TO THE PHARMACIST
IS THERE ANYTHING UNUSUAL?
NO - PROCEED
YES - REFER TO THE PHARMACIST
2. DURATION
How long have they had the symptom(s)

For a PBR - how long have they been using the medicine(s)?
CONSIDER:
DOES THE DURATION SEEM USUAL OR COMMON (NOT TOO LONG)?
YES - PROCEED
HAS THE CUSTOMER BEEN USING THE MEDICINE AS RECOMMENDED (NOT TOO LONG OR OVERUSING or
MISUSING)?
YES - PROCEED
3. SEVERITY
This includes but is not limited to the following (this will depend very much on the type of symptoms):
How severe (or bad) are the symptoms (cough, diarrhoea, heartburn)
How frequent / often (sneezing, diarrhoea, cough for example)
How painful (pain, inflammation, cough) or how uncomfortable
CONSIDER:
DOES THE SEVERITY REQUIRE THE PHARMACIST (i.e. not too severe, not too frequent, not too painful, etc?)
NO - PROCEED
4. MEDICINES
This includes but is not limited to the following areas:
Have you tried any medicines for the symptoms?

FOR A PBR - Have you tried the product?
Success with previous products
Do you have any allergies?
Do you take any other regular or non regular medicines?
CONSIDER:
HAS THE CUSTOMER BEEN UNSUCCESSFUL WITH A PRODUCT THAT SEEMS RIGHT?
YES (i.e. UNSUCCESSFUL) - REFER TO THE PHARMACIST
NO - PROCEED
HAS THE CUSTOMER BEEN USING THE MEDICINE CORRECTLY?
YES (i.e. UNSUCCESSFUL) - PROCEED
NO - CONSIDER IF CORRECT USE WILL MEET NEEDS, IF SO, PROCEED
SUSPECTED OVERUSE / MISUSE - REFER TO THE PHARMACIST
DOES THE CUSTOMER HAVE ANY ALLERGIES?
NO - PROCEED
DOES THE CUSTOMER TAKE ANY OTHER MEDICINES (FOR HEALTH CONDITIONS)?
NO - PROCEED
5. MEDICAL CONDITIONS
Do you have any medical conditions? - BOTH TREATED AND UNTREATED
CONSIDER:
DOES THE CUSTOMER HAVE ANY OTHER MEDICAL CONDITIONS?
YES (i.e. UNSUCCESSFUL) - REFER TO THE PHARMACIST
NO - PROCEED
IMPORTANT NOTES:
Start with general questions then mention specific examples
For example:
Ask if the customer has any medical conditions, and then mention some of the conditions that may be an issue.
Example with cold and flu product request: "Do you suffer from any medical conditions, for example Blood Pressure any other condition?"
Specific questions need to be based on your knowledge of the medicine required. It is always important to use phrases such as "for
example" or "such as", or simply stick to asking the general question; "do you have any other medical condition(s)?"
As Pharmacy Assistants we do not know all of the medicines or medical conditions which may be an issue and this is the role of the Pharmacist.
Always ask about BOTH medical conditions and other medicines.
As Pharmacy Assistants we need to consider that at times, medical conditions may be untreated and at other times, a person may take a
medicine not knowing or remembering what the medicine was for.
If you are unsure (even a little) then consult the Pharmacist
The knowledge and skills of a Pharmacy Assistant is not equal to the clinical knowledge of the Pharmacist and therefore Pharmacy Assistants
should not shoulder the responsibility of making clinical judgement.
Ensure you do not overreact to information gained from the customer, even if you know there may be an issue. You will need to
carefully apply empathetic reactions.
If the Pharmacist is required for clinical reasons (such as the person is taking other medicines or has a medical condition) or if the
Pharmacist is required legally (such as requests or needs for Schedule 3 items) - DO NOT stop your questioning unless appropriate.
If the Pharmacist is overhearing or within close distance and is involved in your interaction with the customer, you may be able to hand it over.
If however, the pharmacist is busy, you need to continue to collect all the relevant information so that you can then communicate this to the
Pharmacist.
As in the previous chapter(s) there are circumstances that require referral to the Pharmacist. Here we will try to recap some of these.
Remember: Pharmacist are medicine experts and it is their role to make decisions to ensure safe and effective use of medicines.
These are known as "Triggers".
To summarise the previous information , some of the Triggers include:
Young customers - less than 2 years old
It would be prudent to consider refer all children to the Pharmacist, however infants that are less than 2 years old do need particular care.
An aged person
Aged persons are likely to have more conditions and medicines. Their body also starts to behave in different ways to medicines.
Pregnant or Breastfeeding
Special care is required here. Even if you are sure that a medicine is fine with pregnant or breastfeeding women generally, it is always best to
consult the Pharmacist.
Taking other medicines
Again, it is the role and the responsibility of the Pharmacist, and it is outside of the role of the Pharmacy Assistant to advise in this area. This
applies even if the Pharmacist has told you, or you have heard the Pharmacist say that a certain combination of medicines is OK.
Excessive Duration of Symptoms or Repeat Symptoms

Other health conditions
This applies even if the Pharmacist has told you, or you have heard the Pharmacist say that a certain medicines are OK for people with certain
conditions
IMPORTANT NOTE: Always ask about Medical / Health conditions and try to avoid asking about specific conditions (like - Do you have Blood
Pressure?)
Customer dissatisfied with result or ineffective
A fresh set of questions and investigations will be required. Pharmacy Assistants should not simply recommend a swap of medicines.
You are Uncertain , or the customer is not confident in your suggestion
Look for signs of uncertainty
You suspect misuse or overuse

The customer appears to be affected by drugs or alcohol
Any other reason as per the organisations policy and procedures
And finally also legally:
Where a Schedule 3 medicine is requested, or you feel that a Schedule 3 medicine may be required
Supplying medicines and products to meet customer needs
Once you have collected all the required information and determined that you are able to proceed, due to the fact that the direct intervention of
the Pharmacist is not required, then some of the things you will need to consider include (but not limited to):
· What will I recommend?
· Is the supply of the requested medicine or product appropriate?
Having knowledge of the different medicines and products in the pharmacy will allow you to confidently recommend the appropriate products
and medicines to meet your customer needs.
This knowledge may be achieved by:
· Your time and experience in the pharmacy
· your training (both in-house and external), particularly for each of the medicine categories
· How much you apply yourself to learning about the medicines and products in the pharmacy
When considering products for supply:
· You will have to match the symptoms with the available productsÂ
· You may need to consider products with more than one active ingredient for customers with more than one symptom (such s a cold)
· You will have to consider the different dosage forms available (tablets, capsules, liquids, inhalants, powders, applications, etc)
· You will have to consider the customers preference if there is no harm
· You may have to consider price and store policy on preferred brands
Symptoms dealt with may include (some examples only);
· HeadacheÂ
· Runny nose
· Sneezing
· Blocked noseÂ
· Sore knee
· Reflux
· Diarrhoea
· Constipation
· Haemorrhoids
· Cuts and grazes
· Fungal Infections
· Itchy eyesÂ
· Ear wax
· Oral thrush
Finalising supply of medicines
Once you have collected all the required information and determined that you are able to proceed, due to the fact that the direct intervention of
the Pharmacist is not required, then some of the things you will need to consider include (but not limited to):
· What will I recommend?
· Is the supply of the requested medicine or product appropriate?
Having knowledge of the different medicines and products in the pharmacy will allow you to confidently recommend the appropriate products
and medicines to meet your customer needs.
This knowledge may be achieved by:
· Your time and experience in the pharmacy
· your training (both in-house and external), particularly for each of the medicine categories
· How much you apply yourself to learning about the medicines and products in the pharmacy
When considering products for supply:
· You will have to match the symptoms with the available productsÂ
· You may need to consider products with more than one active ingredient for customers with more than one symptom (such s a cold)
· You will have to consider the different dosage forms available (tablets, capsules, liquids, inhalants, powders, applications, etc)
· You will have to consider the customers preference if there is no harm
· You may have to consider price and store policy on preferred brands
Symptoms dealt with may include (some examples only);
· HeadacheÂ
· Runny nose
· Sneezing
· Blocked noseÂ
· Sore knee
· Reflux
· Diarrhoea
· Constipation
· Haemorrhoids
· Cuts and grazes
· Fungal Infections
· Itchy eyesÂ
· Ear wax
· Oral thrush
Selling involves simply offloading a product to a customer for a price. Selling may be done alone or it may be done in conjunction with advice.
Community Pharmacies distinction is that consumers will always have access to reliable and quality advice.
Selling without advice may result in harm... the exact opposite of the purpose and existence of community pharmacies.
Advice may be;
1. Self-care and health care information

2. Product brochures and leaflets supplied by a pharmacist
3. Manufacturer information
4. Consumer medicine information (cmi) website and phone line
5. The pharmacist
6. Industry and professional publications
7. And in a limited and controlled way â€“ your own advice.
Pharmacy Assistants will need to know what sources of information they have access to in order to better serve their customers within the law
and within the expectations of their customers.
Equally important, Pharmacy Assistants will need to ensure that the information that they provide is current (not outdated), and valid (correct)
and reliable (comes from a reliable source). Second hand information, information from customers and our own personal experiences may not
be valid, current or reliable. Claims that are made will need to be those claims that are supported by appropriate evidence.Â Â
Information
Information is all around us in Pharmacy; it is just a matter of knowing what information is available and where this information is.
Information sources may include:
· Self-care and health-care information
· Product brochures and leaflets supplied by a pharmacist
· Manufacturer information
· Consumer Medicine Information (CMI) website and phone line
· Industry and professional publications.
· Reliable internet sites (such as government and official supplier or manufacturer websites)
· The Pharmacist
· Information of the package (or inserted in the package)
Finally, it is important that when we provide information to customers, that we confirm that customers have understood any instructions
provided. This can be done by using good communication techniques including reflective questioning.
brain
The role of the Pharmacy assistant is to communicate with customers to meet their needs
Pharmacy Assistants should know when to proceed and when to refer to the pharmacist
A Pharmacy Assistant should always understand customer needs including the need for privacy and empathy
Pharmacy assistants should choose a protocol or follow one that is workplace approved
A Pharmacy Assistant will never just Sell Medicines , rather offer advice and access to the Pharmacist
A Pharmacy Assistant should know the common terminology used in pharmacy, including common medical conditions , symptoms and
medicine categories
A Pharmacy Assistant needs to be aware of the sources of information and how to access information for themselves and their customers
A Pharmacy Assistant should know the difference between good sources of information and unreliable sources of information
A Pharmacy Assistant will need to understand the difference between evidence based therapy or medicine and unconfirmed or
unsupported practices.
· Pharmacy Assistants should know when to proceed and when to refer to the pharmacist
· Pharmacy assistants should choose a protocol or follow one that is workplace approvedÂ Â
· A Pharmacy Assistant will never just â€œsellâ€ medicines , rather offer advice and access to the PharmacistÂ
· A Pharmacy Assistant needs to be aware of the sources of information and how to access information for themselves and their
customersÂ
· A Pharmacy Assistant should know the difference between good sources of information and unreliable sources of informationÂ
· A Pharmacy Assistant needs to familiarise themselves with the products in the pharmacy so that they can match the customers symptoms
with the medicines and products in the pharmacyÂ
· A Pharmacy Assistants role does not finish when a pharmacist is required, rather they will often have to complete the process by
providing additional information, instructions, lifestyle and self care advice and even complimentary products.

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4/23/2018 Learning Book - The Role of the Pharmacy Assistant in Addressing customer needs

Learning Book - The Role of the Pharmacy Assistant in

Site: Just Careers Training / Licences 4 Work

Printed by: Achal Doshi

Date: Monday, 23 April 2018, 5:13 AM

1. Introduction for using this Learning Book

3. The role of the Pharmacist

4. The role of a pharmacy assistant

5. Symptom Based Requests

6. Product Based Requests

7. Teamwork - The pharmacy assistant and the pharmacist

8. Protocols and Procedures

9.1. Triggers for Referral to the Pharmacist

10. Finalising Supply of Medicines

11. Selling Vs Advising

12. Information Sources

13. Things to remember

Basic Privacy Considerations - Customer Interactions

Basic Privacy Considerations - Customer Information

This is a good source of information on customer privacy.

Is an important source of expert advice.

1. Meet and greet the pharmacy customers

Use a pleasant voice and sound friendly

Questions may be open ended or closed ended

Examples of Open Ended Questions

"Describe your pain"

Examples of Closed Ended Questions

Did you injure it while training?

Using the right terminology and Language

Other terms (or words) that should be known (some examples):

Side effects or adverse effects

Cold and Flu

3. Apply tact and discretion

The customer may or may not describe the symptom accurately

Hence the need for qualified Pharmacy Assistants!

"I have a headache".... questions will need to be asked!

"I have a cold" ... questions will need to be asked!

"I have a runny nose"... questions will need to be asked!

"I hurt my knee"... questions will need to be asked!

The customer may or may not be requesting the correct product

Hence the need for qualified Pharmacy Assistants!

"I would like some Phenergan".... questions will need to be asked!

1. Refer to the pharmacist; or

Who the patient is

A request is made for a Pharmacist Only medicine

The dosage and frequency

WHAT, STOP, GO PROTOCOL

WHAT - is the information you need from your customer

W Who is the patient?

H How long have they had the symptoms?

P Pharmacy only or Pharmacist referral?

AAA - ASK ASSESS ADVISE PROTOCOL

Assess - will this go to the pharmacist? Or will I proceed?

Has the customer answered â€˜yesâ€™ to any of the above questions?

Advise the customer about the product, including:

how to use it correctly;

To MINIMISE possible harm

2. Does the person have any allergies?