Unit 010 - NHS Pharmacy Education & Development … 010.pdfUnit 010 Assist in the sale of OTC medicines and provide information to customers on symptoms and products NVQ Level 2 Pharmacy

Unit 010 Assist in the sale of OTC medicines and provideinformation to customers on symptoms and products

NVQ Level 2 Pharmacy Services award Underpinning Knowledge Manual

Element 1 Assist in the sale of OTC medicinesElement 2 Provide information and advice on symptoms and OTC medicines

101

102

Unit 010 Assist in the sale of OTC medicines and provide information to customers on symptoms and products


Element 1 Assist in the sale of OTC medicinesElement 2 Provide information and advice on symptoms and OTC medicines

Background

103Many Hospital Pharmacy departments are now registered with the Royal Pharmaceutical Societyof Great Britain (RPSGB) to sell medicines and related items over the counter to hospital staffand visitors. The Royal Pharmaceutical Society of Great Britain (RPSGB) requires all staff whoregularly sell medicines to be specially trained.

An important part of assisting in the sale of Over the Counter (OTC) medicines is the effectiveuse of questioning techniques such as 2WHAM:

Who is the medicine for?

What is the medicine for?

How long have the symptoms been present?

Action already taken?

Medicines taken for other reasons, prescribed or otherwise?

Before selling any medicines to your customers, you will need to ask them questions to gainaccurate information, ensuring that it is correct for them to buy the medicine over the counterwithout seeing a doctor. You will also need to ensure that they are not taking any other medicinesthat might be affected by the over the counter sale, and that they are not allergic to any of themedicine's ingredients.

It is also important that you are able to give appropriate information and advice to customerson symptoms and OTC medicines. An awareness of which situations you can deal with yourself,and when you must refer to a pharmacist, is essential.

It is important that you have good interpersonal skills, as you will be dealing directly withcustomers' requests and queries. Reception and retail pharmacy shop staff are the patient's firstpoint of contact with the pharmacy department.

Customers can sometimes feel embarrassed about asking or answering questions about aparticular condition, diarrhoea for instance; you can put them at ease by offering good adviceand reassurance.

To be successful in your role, you will need:

- to communicate well - customers will expect service with a smile!

- patience - customers usually want serving immediately, irrespective of how busy you are.

- to be smart and presentable.

- to be self-confident - to advise customers on suitable products and common ailments.

Besides advising customers and selling, you will also help in the day-to-day work in the retailpharmacy shop such as pricing goods, re-stocking shelves and arranging displays, possibly forany current NHS health promotions.



Key words and concepts

104

These definitions are provided to explain how key words and concepts are used in this unit

Standard Operating Procedures these are referred to as SOPs and include written guidelines. They state the way your organisation requires tasks to be carried out to ensure that aquality pharmacy service is provided.They will include, for example, the questions you must ask a client so that you can correctly identify their needs and the actions you must take.

Referral to the Pharmacist This occurs when the request for a product or advice is outside your limit of authority and requires input from your pharmacist. Referral situations could include the sale of medicines to the elderly, pregnant women, children or unusual situations. These referrals are usually identified in the pharmacy protocol and are unique to each pharmacy.



Knowledge and Understanding

105

You must show that you know and understand:

For the whole unitK1 The importance of the pharmacy protocol on the sale of medicines and SOPs, what is

listed in them, how to use them and why it is important that they should be followed at all times

K2 The main actions and side effects of the active ingredients listed in the MCA Formulary (see page 117)

K3 The differences between General Sales Medicines (GSL), Pharmacy (P) and Prescription Only Medicines (POM) items

K4 The legal responsibility and authority of the pharmacist and others in the organisation

K5 The use of questioning techniques such as 2WHAM

K6 Understanding the needs of different types of customers

K7 What sources of information to use, what information to give the customer and what types of information/advice should be supplied by the pharmacist

K8 Relevant legal and ethical requirements for confidentiality



Activities

106

1. With assistance from your Trainer/Assessor, locate and read all relevant departmental procedures and policies relating to OTC sales.Discuss key points with your Trainer/Assessor.

2. Identify where medicines are kept in your retail pharmacy shop and draw a plan labelling the different areas where stock is held. Describe and list why certain products/medicines are grouped together.

3. Identify and list the pharmacy staff who may work in the retail pharmacy shop.With your Trainer/Assessor, briefly describe each of the job roles of the staff listed.

4. Find out with your Trainer/Assessor if there are any other medicines counter assistant or pharmacy assistant training packs that would be available to you to help you gain more knowledge of over the counter medicines.

5. Identify any facilities or compliance aids that are available for yourcustomers with disabilities or special needs.

6. With assistance from your Trainer/Assessor, find and read the legallegislation that governs the selling and supply of medicines and poisons.

7. Find out and list which medicines you stock in your retail pharmacy shopthat may NOT be sold without the presence of a pharmacist.

8. Discuss with your Trainer/Assessor and describe what specific precautions need to be applied when selling 'over the counter' medicines.Identify and list all the products sold in your retail pharmacy shop containing Paracetamol.Identify and describe to your Trainer/Assessor other 'over the counter' medicines that require caution when selling, i.e. Ibuprofen. Discuss with your Trainer/Assessor why it is important for you to know this.

9. Work shadow a colleague, observing them greeting, dealing with queries or providing information to customers.

10. After training, arrange for your Trainer/Assessor to observe you on a number of occasions when greeting, dealing with queries or providing information to customers in your retail pharmacy shop. Briefly describe situations that occurred whilst your Trainer/Assessor was observing you and how you dealt with them.

11. Describe any occasions or circumstances that require sensitivity when servingyour customers.

12. Find out where the up to date price list is kept for retail OTC sales. Find out where you would find out a price for an OTC medicine that was not on your pharmacy shop price list.Get your Trainer/Assessor to observe how you would work out prices for an OTC medicine not on the list.



Activities

107

13. Demonstrate to your Trainer/Assessor the following tasks using the till.a) cash saleb) debit or credit card salec) cheque saled) refunde) void salef) cash up

Find out who is responsible for the daily 'cashing up' of the till.Get your Trainer/Assessor to observe you performing the 'cashing up' process, including completing any paperwork and carrying out anybanking involved.

14. Briefly describe how and when stock for the retail pharmacy shop isre-ordered.Identify who is responsible for the re-ordering of stock.Describe why and when stock levels and requirements of particular OTC medicines might change.Identify and list the OTC medicines stocked in your retail pharmacy shop that may be affected.

15. Find out how stock for the retail pharmacy shop is received.Identify the types of 'incorrect stock' that may be delivered to you.Describe the process to be undertaken when wrong stock is delivered.

16. Describe what the term 'random stock check' means.Find out and describe how stock levels are checked within the retail pharmacy shop.Identify how often stock is checked.Describe what process should be followed if the stock level is found to be incorrect.Identify who corrects the stock levels.

17. Get your Trainer/Assessor to observe you carrying out stock checks. Keep copies of any documentation that you use for your portfolio.Explain to your Trainer/Assessor what the term 'stock rotation' means.Describe the following expiry terms:� Expiry� Use by� Use before� Do not use after

18. Describe your pharmacy shop process for dealing with short expiry stock.Record who is responsible for this.Describe the importance of highlighting short-dated stock.Describe what the consequences could be of selling short dated or expired stock to a customer.



Questions

108

K1 The importance of the pharmacy protocol on the sale of medicines and SOPs, what is listed in them, how to use them and why it is important that they shouldbe followed at all times.

� What pharmacy protocols and SOPs are in place in your organisation and department relating to the sale of medicines?

� What are the key points covered in these protocols and SOPs?

� Why is it important to have protocols and SOPs relating to the sale of medicines in your organisation and department?



(continued)

109


� Why is it important that you follow these protocols and SOPs?

� What could happen if you did not follow these protocols and SOPs?



110

(continued)


� What transactional procedures are in place in your organisation relating to the sale of medicines?

� What are the key points covered in these procedures?

� Why is it important that you follow these procedures?

� What could happen if you did not follow these procedures?



111

QuestionsK2 The main actions and side effects of the active ingredients listed in the MCA

Formulary.

� What are the main actions of the active ingredients listed in the MCA Formulary?(see page 117)



112

(continued)

K2 The main actions and side effects of the active ingredients listed in the MCA Formulary.

� What are the main side effects of the active ingredients listed in the MCA Formulary?(see page 117)



113

(continued)


� Which of the medicines that are sold in your retail pharmacy shop contain the active ingredients listed in the MCA Formulary? (see page 117)



114

(continued)


� For what conditions would you recommend these medicines to a customer?



115

(continued)


� Under what circumstances would you refuse to sell these medicines to a customer?

� Under what circumstances would you refer to a pharmacist before selling these medicines to a customer?



116

(continued)


� Which of these products could be open to misuse or abuse?

� What signs could indicate that a customer may be misusing or abusing these products?

� What should you do if you suspected that a customer may be misusing or abusing these products?



Formulary for sale of OTC medicines

117

This formulary contains the names of those active ingredient names commonly used in OTCremedies. The underpinning knowledge assessment must ensure the pharmacy assistants arefamiliar with the use of these in over the counter medicines and are able to identify the productsin which they are contained. The assessment must also ensure that pharmacy assistants canidentify those situations which require referral to the pharmacist before the product(s) are sold.

AciclovirAcrivastineAlcoholAlginatesAlmond oilAluminiumArachis oilAspirinAzelastineBeclometasoneBenzalkoniumBenzocaineBenzoyl peroxideBisacodylBuclizineCaffeineCalciumCetirizineCetrimideCetylpyridiniumChlorhexidineChlorphenamineCimetidineCinnarizineClotrimazoleCoal TarCodeineCrotamitonDequaliniumDextromethorphanDihydrocodeineDimeticoneDiphenhydramineDomperidoneFamotidineFelbinacFluoride

OxymetazolineParacetamolPeppermint OilPermethrinPhenothrinPhenylephrinePhenylpropanolaminePholcodeinePiperazinePiroxicamPotassium and sodium citratesPovidone iodinePromethazinePropamidinePseudoephedrineRanitidineSt Johns WortSalicylatesSalicylic acidSelenium sulphideSennaSodium cromoglicateSulphurTea Tree OilTerbinafineTolnaftateTriamcinoloneTriclosanTyrothricinUndecenoic acidUrea hydrogen peroxideVitamins A, B, C, D, EWitch HazelXylometazolineZinc OxideZinc pyrithione

FluconazoleFolic acidFormaldehydeGlutaraldehydeGlycerinGuaifenesinHydrocortisoneHyoscineIbuprofenIronIspaghulaKaolinKetoconazoleKetoprofenLactic acidLactuloseLanolinLevonorgestrelLevocabastineLidocaineLiquid paraffinLoperamideLoratidineMagnesiumMalathionMebendazoleMebeverineMeclozineMentholMiconazoleMinoxidilMorphineNicotinatesNicotineNonoxinol 9Olive OilOral rehydration solutions



118

QuestionsK3 The differences between General Sales Medicines (GSL), Pharmacy (P) and

Prescription Only Medicines (POM) items.

� What are the legal and ethical requirements relating to the sale of General Sales List(GSL) medicines?

� Which of the medicines that are sold in your retail pharmacy shop are General Sales List (GSL) items?



119

(continued)

K3 The differences between General Sales Medicines (GSL), Pharmacy (P) and Prescription Only Medicines (POM) items.

� What are the legal and ethical requirements relating to the sale of Pharmacy (P) medicines?

� Which of the medicines that are sold in your retail pharmacy shop are Pharmacy (P) items?



120

(continued)

K3 The differences between General Sales Medicines (GSL), Pharmacy (P) and Prescription Only Medicines (POM) items.

� What are the legal and ethical requirements relating to the sale and supply ofPrescription Only Medicines (POM)?



121

QuestionsK4 The legal responsibility and authority of the pharmacist and others in the

organisation.

� What are your role and responsibilities relating to the sale of OTC medicines?

� What are the roles and responsibilities of the other members of your team who are involved in the sale of OTC medicines?

� Under what circumstances would you refer to a pharmacist when selling OTC medicines?



122

QuestionsK5 The use of questioning techniques such as 2WHAM.

� What questions do you ask customers when you are selling them an OTC medicine?

� Why is it important to ask customers questions (such as those used in the 2WHAM technique) when selling OTC medicines?

� What could happen if you did not question customers when selling them an OTC medicine?

� How can you check that a customer understands how to take their OTC medicine?



123

QuestionsK6 Understanding the needs of different types of customers.

� Why is it important to establish the needs of your customers?

� What could happen if you did not do this?

� What can you do to ensure that you establish the needs of your customers?



124

(continued)

K6 Understanding the needs of different types of customers.

� What special needs might your customers have?

� What can you do to ensure that you establish the requirements of your customers with special needs?

� What can you do to ensure that you establish the needs of your customer if arepresentative is buying a medicine for them on their behalf?



125

QuestionsK7 What sources of information to use, what information to give the customer and

what types of information/advice should be supplied by the pharmacist.

� What information sources can be used in response to enquiries on symptoms, products and healthcare?

� What information should be given to the customer in response to enquiries on symptoms, products and healthcare?



126

(continued)

K7 What sources of information to use, what information to give the customer andwhat types of information/advice should be supplied by the pharmacist.

� What information should you give to the customer when you are selling them an OTC medicine?

� What information / advice should be supplied by the pharmacist?



127

QuestionsK8 Relevant legal and ethical requirements for confidentiality.

� What are the legal and ethical requirements relating to customer confidentiality whenselling OTC medicines?

� Why is it important that you maintain customer confidentiality when selling OTC medicines?

� What could happen if you did not do this?

128

Documents

Unit 010 - NHS Pharmacy Education & Development … 010.pdfUnit 010 Assist in the sale of OTC medicines and provide information to customers on symptoms and products NVQ Level 2 Pharmacy