Training for - Pharmacy Guild of Australia

A QUARTERLY NEWSLETTER FOR PHARMACY ASSISTANTS
ASPIRIN
FOR
HEART
HEALTH
Stay
'I.T.'
safe
Handling
difficult
customers
Training for
Your Career
KNOW
HEART
ATTACK
WARNING SIGNS
KOS SAYS ...
A
big hearty welcome to the autumn edition of
Frontline. If you haven’t guessed it already, this
edition is about all matters relating to the heart.
In this edition of Frontline, Pharmacy Assistant of the Year
2012, Emma Heazlewood, reflects on the bushfires that swept
through areas of Tasmania recently. The initiative Emma and
her fellow pharmacy assistants showed, starting fundraisers
and planned assistance for those who needed help, is
heartwarming and inspiring.
How many product requests for aspirin do you get every day?
You are probably familiar with aspirin being used to treat pain,
inflammation and fever. But aspirin can also be used at a low
dose, every day, to prevent heart attacks and stroke. Clinical
Corner and 'Ask, Assess, Advise' takes a look at aspirin as
well as a refresher on how to identify the early signs of a
heart attack.
There can be challenging customers who visit the pharmacy
sometimes, but part of being a pharmacy assistant is learning
how to deal with these tricky situations and developing your
communication skills. In this edition of Frontline there is a
seven step guide to dealing with difficult customers.
Nominations are now open for the Pharmacy Assistant of
the Year 2013 (PATY). Nominate an outstanding colleague or
yourself online at www.pharmacyassistants.com.
Third party nominations close 17 May and self-nominations
close 14 June.
Publisher: Editor: Design/Production:
Journalist: Greg Turnbull
Diana O’Neil
Glenda Wakeham
Cameron Williams
‘Frontline: A quarterly newsletter for
the pharmacy assistant of Australia’
is published four times a year, by
the Communications Division of the
Pharmacy Guild of Australia.
Correspondence to:
The Pharmacy Guild of Australia,
PO Box 7036,
Canberra Business Centre, ACT 2610.
www.guild.org.au
A QUARTERLY NEWSLETTER FOR PHARMACY ASSISTANTS
AUTUMN 2013
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Contents
Kos says ...
2
How can we help?
By Emma Heazlewood
5
Get the knowledge
6
Ask, Assess, Advise
8
Clinical Corner
10
In the Tea Room
12
Pharmacy Focus
13
QCCP Training
14
IT Security
15
Quiz Corner
16
Myth Busters
16
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The Pharmacy Guild of Australia/GSK National Pharmacy Assistant of the Year
(PATY) Award is the most prestigious award for Pharmacy Assistants in Australia.
NOMIN
ATIONS
NOW O
PEN!
The award is open to all Pharmacy Assistants who have been working in pharmacy for two years or more.
Would you like to WIN $5000 cash
AND a Guild Training course of your choice valued up to $5,100*,
PLUS your flights and accommodation to attend the Pharmacy Assistant National
Conference at the Gold Coast in 2013?
Online nominations are open NOW at
www.pharmacyassistants.com. Nominate an outstanding
colleague or employee by 17 May or yourself by 14 June!
17 May
Third Party Nominations close (to nominate someone else)
14 June
Self-Nominations close (to nominate yourself or to respond to a third party nomination)
23 July
Northern Territory Workshop & Judging Day
26 July
Western Australia Workshop & Judging Day
29 July
South Australia Workshop & Judging Day
6 August
Victoria Workshop & Judging Day
8 August
Tasmania Workshop & Judging Day
20 August
New South Wales Workshop & Judging Day
22 August
Australian Capital Territory Workshop & Judging Day
30 August
Queensland Workshop & Judging Day
17 October
National Judging Day
17-19 October
Pharmacy Assistant National Conference (PA2013) Gold Coast
18 October
National Winner announced at PA2013 Conference Dinner
The Pharmacy Guild of
Australia/GSK National
Pharmacy Assistant of
the Year Award 2013
Official Publication Sponsor
The GuildSuper Star Award is back!
Recognising outstanding customer service. Prize includes a Guild Training course valued up to
$1500*, a $500 travel voucher, plus flights, accommodation and registration to attend the PA
Conference in 2013.
*Training prize is non-transferable
StarAward
Prestigious trophy
to proudly display in
your pharmacy.
It was a great
experience to be
able to learn from so many
fantastic people. All the
finalists were so inspiring.
I have certainly formed
long lasting relationships
and I will be able to
use the skills that I have
learned in this competition
throughout my career.”
Emma Heazlewood
Terry White Chemists
Fourways, TAS
Pharmacy Assistant
of the Y ear 2012
FROMACADEMY
EMMA NEWS
How can we help?
Emma Heazlewood,
Terry White Fourways Devonport,Tasmania
The recent bushfires around Australia,
and particularly in my home state of
Tasmania, have been devastating to
say the least. The floods that have hit
Queensland and parts of New South
Wales have also impacted heavily on
a large number of people living in the
affected areas. Seeing communities
cut off from health services highlights
the extreme importance of community
pharmacy and the inter-professional
collaboration with other health services
in the area. Together we have the
experience and knowledge to quickly
identify products and services that will
most likely be needed in an emergency.
Our pharmacy is situated about four
hours north of where fires swept through
parts of Tasmania. Even though we were
not directly affected, the overwhelming
attitude from pharmacies, pharmacy staff,
suppliers and customers was 'how can we
help?' There is never any hesitation from
the staff and our customers, and it feels
great to be an Australian.
Our contribution started with a phone
call from a support staff member from
our local GP clinic. The clinic had started
collecting donations for supplies in the
morning and by the time they contacted
me in the afternoon they had $800
to spend on supplies. We were only
too happy to help and matched their
donations.
As well as the donation of supplies, at the
recent Devonport Cup we had sunscreen
available in our marquee with a tin for a
gold coin donation to use sunscreen with
all the proceeds going to victims of the
bushfires.
Donations are coming thick and fast
with wide spread coverage on the news.
However, it will be community pharmacy
that is in place to support people both
physically and mentally in the coming
months.
We had a lot of people coming through
placing notes into the tin. We have placed
the tin on our counter to continue to
collect donations for the remainder
of the month.
A Pharmacy Assistant Day is coming up in
Tasmania and I am looking forward
to chatting to other pharmacy assistants
about how the fires have affected their
communities and how they
are contributing.
FUNDRAISING FOR THE
TASMANIAN BUSHFIRES
HAS GIVEN OUR STAFF
A GREAT SENSE OF
COMMUNITY AND
SHOWS WHAT A
'CAN-DO'
ATTITUDE CAN
ACHIEVE
It’s the little things you can do in your
pharmacy to make a contribution to the
community that are so often overlooked
when we get bogged down in the day-today tasks of the job. It’s all about
asking yourself and your team that
question again, 'how can we help?'
Fundraising for the Tasmanian bushfires has
given our staff a great sense of community
and shows what a can-do attitude can
achieve, not only as a business, but also as
an important and valued part of society.
The devastation of the fires and the recent
floods that have hit Queensland and parts
of New South Wales has highlighted to
me that it is not only important to get to
know the health professionals in your area
but the administration and support staff
as well.
Through our commitment to health care,
together we can offer a range of support
and vital services very quickly in an
emergency situation. 
Pharmacy Assistant
Readership Survey Winner
Chloe Durant, from Tatura Pharmasave
(Vic). Chloe’s entry was:
"
I love being a pharmacy assistant
for many reasons. I love being able to
communicate with people and offer advice
and solutions to a huge range of problems.
I love hearing feedback and checking up
on how things have progressed. You can
build some fantastic relationships with
customers.
"
frontline AUTUMN 2013
5
ACADEMY NEWS
Get the knowledge
with Guild Training
The Guild Pharmacy Academy would like to acknowledge staff at Capital Chemist,
Chisholm ACT for their assistance.
6
frontline AUTUMN 2013
Get the knowledge
with Guild Training
P
harmacy assistants’
qualifications have recently
been reviewed and improved
to produce dynamic, engaging and
relevant education in Certificate II, III
and IV in Community Pharmacy.
Customers walk in to pharmacies
with an expectation that they will be
assisted by pharmacy staff who are
knowledgeable and can provide them
with factual information and advice.
Consumers almost literally ‘hand-over’
their health and well-being, and they
want you to assist them in getting
better, getting healthier and staying
healthy.
‘Key to meeting your customers’
expectations is education, knowledge
and skills,’ says pharmacist Anthony
Tassone, head of the Guild Academy.
‘These revised Certificates will arm you
with a comprehensive set of skills about
pharmacy products and services, key
health conditions and medicines.’
The new qualifications have been
streamlined and tailored to meet the
specific needs of pharmacy and
dispensary assistants at the different
stages of their career. The Certificate II
in Community Pharmacy has been
developed to provide new pharmacy
assistants, and those wanting to work
in the industry, with a basic set
of essentials.
Certificate II covers basic retail and
pharmacy skills including stock
control, point-of-sale proficiencies, and
customer service.
Students will also complete a number
of low-risk product knowledge units
such as hair and beauty, and vitamins
and minerals. This qualification puts
the new pharmacy assistant on the
path towards their career in pharmacy.
The Certificate III in Community
Pharmacy is now considered to be the
primary qualification for pharmacy
assistants. The structure of the
qualification has changed to provide
pharmacy assistants with a core set of
skills including the supply of Pharmacy
Medicines and Pharmacist Only
Medicines.
Then pharmacy assistants will be
able to specialise in key areas such
as Merchandising and Display and
Health. And finally, students will be
able to select from a comprehensive
list of product units including asthma
management, first-aid and wound care.
The Certificate IV in Community
Pharmacy allows you to further
develop your skills and expand your
knowledge in key areas. When
undertaking this qualification you will
complete a core set of management/
supervisory competencies before
selecting from different streams,
including Health Services, Health Care
Support, Quality Management, and
Human Resource Management.
And whilst you may think these
qualifications only relate to new
pharmacy assistants or those who
want to advance their careers, these
qualifications can assist experienced
staff who may have worked in
pharmacy for many years.
The qualifications consolidate and
formalise the knowledge that you
may have and even expand it into
new product and health services.
The Guild also has a thorough process
that will allow you to have your
current skills and knowledge assessed.
This is ‘recognition of prior learning’.
It can significantly reduce the amount
of time it takes for you to complete
your qualification and still allow
you to access new training such as
continence, health promotion
and sleep apnoea.
‘Whether you are a new pharmacy
assistant or one who has been working
in pharmacy for many years, 2013 could
be the year for each and every one of us
to take control of our career. There are so
many new areas within your store with
the introduction of Pharmacy Practice
Incentives where we can use training
to secure our future, and get even more
satisfaction from our work,’ says 2012
Pharmacy Assistant of the Year,
Emma Heazlewood.
For further information on these
qualifications and other training
opportunities, please have a good
look at the Guild Academy website
www.guild.org.au/academy 
Additionally, you can call your state Branch to discuss.
ACT: Ph: 02 9467 7130 E: training@nsw.guild.org.au
SA:
NSW: Ph: 02 9467 7130 E: training@nsw.guild.org.au
TAS: Ph: 03 6220 2955 E: tastraining@guild.org.au
NT: Ph: 08 8944 6900 E: office@ntguild.org.au
QLD: Ph: 07 3831 3788 E: admin.training@qldguild.org.au
VIC: Ph: 03 9810 9988 E: training@vic.guild.org.au
WA: Ph: 08 9429 4100 E: training@wa.guild.org.au
Ph: 08 8304 8388 E: trainingsa@guild.org.au
frontline AUTUMN 2013
7
Ask, Assess, Advise
ask
Common requests for anti-inflammatory products
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?
5. Do you have any other health conditions?
assess
6. Do you take any other medicines?
• Has the customer answered ‘yes’ to any of the above questions?
• Are you unsure if the product is right for the person’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 overuse.
• Does the customer appear to be sick, confused, uncertain, dissatisfied,
angry, or under the influence of drugs or alcohol?
YES to any
(or unsure)
• Is the customer requesting a Pharmacist Only Medicine (S3)?
• Are you concerned about the accuracy of the information the
customer is giving you?
advise
select
product
Advise the customer about the product, including:
• how to use it correctly;
• what to do if the symptoms don’t improve;
• common side effects; and
• what other options may help, including other products
and/or lifestyle advice.
Also include other points specific to the selected product.
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You or customer
uncertain
refer customer to pharmacist
Symptom
Based Request*
4. Have you tried other medicines or treatments?
Case 1
Case 2
A 60 year old female comes
into the pharmacy and asks
for a box of Voltaren® (diclofenac)
A 35 year-old man requests a
'tube of Voltaren®' (diclofenac)
1. It’s for me.
1. It’s for me.
2.I got some shoulder pain playing tennis the other day.
2. It’s for my shoulder. It really hurts.
Supplementary question:
Can you tell me a bit more about the pain?
Supplementary question:
Can you tell me a bit more about the pain?
It’s just a bit sore and inflamed.
I don’t know what caused it. The pain just came on suddenly
while I was driving to work.
3. Well, since yesterday afternoon.
3. Just since this morning
4. I had some Voltaren® left at home, and it worked quite well.
5. No, I’m fairly healthy.
4. I tried Panadol and Nurofen Plus, but they didn’t work
5.No
6.No.
6.No
This product appears appropriate for the customer’s
symptoms*.
The customer has not answered yes to the above questions.
You cannot be sure the requested medicine is right for the
customer’s symptoms as:
• The customer has pain without an obvious cause. This requires
further discussion with the pharmacist. Pain without an
obvious cause may be a medical emergency.
• Other treatments have been tried already, and they have not
been effective.
You do not think you need to refer the customer to the pharmacist
based on the considerations in this box.
A box of Voltaren® 12.5mg (diclofenac) or your
pharmacy’s preferred brand
Select
product
Advise the customer
The considerations in this box are not relevant in this case.
YES to
any
refer customer to pharmacist
Be available to assist the pharmacist if required
• Take with food to avoid stomach irritation
• Only use for a few days. If the pain doesn’t go away, talk to a
doctor or pharmacist.
• Non-medicine therapies such as cold packs and heat packs
can be useful.
Offer self-care card on Sprains and Strains.
*Pharmacy assistants familiar with the condition are able to make this assessment.
Pharmacy assistants who are not familiar with the product or the symptoms cannot be
certain that the product requested is the best product for the symptoms, and therefore
should refer the customer to the pharmacist.
©2013 The Pharmacy Guild of Australia – this material may not be reproduced or
transmitted without permission. Ask, Assess, Advise protocol last revised March 2010.
frontline AUTUMN 2013
9
CLINICAL CORNER
COULD YOUR
CUSTOMER
BE HAVING A
HEART ATTACK?
Most of us have heard the description
of a heart attack feeling like ‘a
crushing pain in the chest’, and
maybe ‘pain radiating down the left
arm’. But the onset, symptoms and
their severity can vary from person
to person and can often be confused
with other conditions
Non-prescription supply protocols
such as ‘Ask, Assess, Advise’ are vital
in identifying potential life-threatening
conditions.
The National Heart Foundation has an
excellent website called ‘Heart Attack
Facts’ www.heartattackfacts.org.au
which describes signs and symptoms
of heart attacks, and has a number of
resources for you and your customers.
Symptoms of a heart attack may or may
not include:
Pain and discomfort, described as
tightness, pressure, heaviness or pain,
in the:
• Chest
• Neck
• Jaw
• Arm(s)
• Back
• Shoulder(s)
10
Or symptoms including:
•
•
•
•
frontline AUTUMN 2013
Shortness of breath
Dizziness
Nausea
Cold sweat
Symptoms may come on suddenly or
slowly progress over a period of hours
or days.
When your customer comes in with a
symptom based request, their answers
to your questions may help distinguish
abnormal or serious symptoms which
should be referred to the pharmacist.
For example, a middle aged man with
shoulder pain could just have a muscle
strain, but if your questions about
the onset of the symptoms indicate
no obvious injury or other cause or
whether he has tried analgesics with
no effect, it could just be that he
is experiencing the onset of a
heart attack.
As a pharmacy assistant, you
should have an understanding
of what are the potential signs
of a heart attack, when to refer
the patient to the pharmacist, or
when to call ‘000’. The quicker
your customer receives help,
the more likely they are to
survive with the least amount of
damage done to their heart. 
HOW MANY PRODUCT
REQUESTS FOR
ASPIRIN DO YOU GET
EVERY DAY? YOU ARE
PROBABLY FAMILIAR
WITH ASPIRIN BEING
USED TO TREAT PAIN,
INFLAMMATION AND
FEVER. BUT ASPIRIN
CAN ALSO BE USED AT
A LOW DOSE, EVERY
DAY, TO PREVENT
HEART ATTACKS
AND STROKE.
HOW DOES ASPIRIN WORK TO THIN
THE BLOOD?
Basically, aspirin stops platelets sticking
together to form blood clots.
Platelets are tiny cells that circulate in the
blood. When we injure ourselves, platelets
attach to the site of injury and clump
together to form a clot to stop bleeding.
This is normally very helpful, in such cases
as cutting or grazing our skin, but in
people who have diseases that damage
or narrow their blood vessels, such as high
blood pressure, high cholesterol, heart
disease or diabetes, platelets can form clots
on the walls of these vessels causing them
to block and therefore leading to a heart
attack or stroke.
Aspirin affects the platelets ability to join
together to form clots, therefore making
the blood less ‘sticky’. By taking aspirin
every day, patients at risk of heart attack
or stroke can reduce their risk of this
occurring.
CLINICAL CORNER
Can an Aspirin a day
keep the doctor away?
WHAT DOSE OF ASPIRIN IS NEEDED?
Over the past 45 years, many studies have
been conducted to assess the benefits of
aspirin for this use, and to come up with
an appropriate dose. The dose required
to affect the platelets ability to form clots
is 75–150mg once a day. This is known as
‘low-dose’ aspirin.
Doses of 150–300mg, once a day, are often
prescribed in the immediate stage after a
stroke (from a blood clot), heart attack, or if
a stent is inserted to open an artery in the
heart.
This is very different to the doses needed
for the relief of pain, inflammation and
fever, which is usually 300–900mg every
four to six hours when needed. The
common conditions treated at these
higher doses include acute migraine,
muscle sprains and strains, and rheumatoid
arthritis.
At higher doses or in combination with
other anti-inflammatories, the cardioprotective effects of aspirin are lessened,
so patients using low dose aspirin who also
need pain relief should always be referred
to the pharmacist for advice.
DOES LOW-DOSE ASPIRIN HAVE ANY
ADVERSE EFFECTS?
Generally, using lower doses of medicines
means that a patient is less likely to
experience adverse effects.
The main adverse effects of aspirin are
on the gastrointestinal system and are
dose-related, so doses of 325mg or less
are less likely to cause adverse effects, but
even at low doses, some patients may
experience gastric irritation. Therefore, it is
still important to advise customers to take
aspirin with food to reduce the risk of this
happening.
As low-dose aspirin is affecting platelets,
patients will take longer to stop bleeding
if they cut or injure themselves. This risk is
increased if they are taking other medicines
which also affect the blood such as nonsteroidal anti-inflammatories, clopidogrel
or warfarin.
Some people may have an allergy to
aspirin, or aspirin sensitive asthma and
experience bronchospasm, swelling of the
face, lips and tongue, or a rash. Remember
to always ask if they have used it before,
have other medical conditions or allergies.
Did you know?
 Aspirin has been used for thousands of years in its natural form
THERE ARE SO MANY BRANDS,
DOSES AND FORMS OF ASPIRIN
AVAILABLE. WHICH ONE DO I
SUGGEST?
The majority of products available in
Australia are either 100mg or 300mg in
strength.
Cartia and Aspro Protect are examples of
enteric coated 100mg tablets, and Astrix
100mg capsules contain enteric coated
beads inside the capsule. Enteric coating
means the medicine is covered with a
material that allows it to pass through the
stomach before it is absorbed into the
bloodstream. This is thought to reduce the
risk of gastric irritation and bleeding but
recent evidence does not support this.
Astrix, Cardiprin and Spren are examples
of uncoated 100mg tablets.
Solprin, Aspro Clear and Disprin are
examples of 300mg dispersible tablets.
They should be dispersed in water
immediately before use because if they
are exposed to the air they break down
quickly as they are affected by moisture. It
is for this reason that customers who are
taking 150mg of aspirin should be advised
to break the tablet in half, disperse half
in a glass of water and take immediately,
discarding the remaining half. It is also not
recommended that dispersible aspirin be
packed in a dose administration aid (DAA).
called ‘salicyclic acid’
ROLE OF THE PHARMACY ASSISTANT
 Aspirin and alcohol are the only two drugs which are absorbed in
Pharmacy assistants can help patients
requesting aspirin by using Ask, Assess,
Advise to assist patients in choosing an
appropriate product and taking it safely
according to the directions, and in doing
so, help prevent a heart attack or stroke in
your customer! 
the stomach
 It was originally sourced from willow and myrtle trees
 It was first made synthetically over 110 years ago
 Aspirin is also known as ‘acetylsalicyclic acid’
 It was one of the first medicines made in tablet form
References: eAMH, eTG, eMIMS, www.aspree.org, Australian Prescriber
frontline AUTUMN 2013
11
IN THE TEA ROOM
Buttermilk
Scones
DELICIOUS BUTTERMILK SCONES
Makes 12 (1 per serve)
Preparation time: 15 minutes
Cooking time: 30 minutes
Ingredients
• 2 cups self-raising flour
• 1 tbs caster sugar
• 60g butter
• 3/4 cup buttermilk
Step 1
Preheat oven to
220°C (200°C fanforced). Sift flour,
sugar and salt into
a bowl. Add butter.
Using fingertips,
rub butter into flour
mixture until mixture
resembles fine
breadcrumbs.
If desired add an
optional cup of
sultanas.
12
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• Extra buttermilk, for brushing
• Strawberry jam and whipped
cream, to serve.
Step 2
Make a well in centre
of mixture. Add
buttermilk. Using a
flat-bladed knife, stir
until a sticky dough
forms. Turn out onto a
lightly floured surface.
Knead gently until just
smooth.
Using a lightly floured
rolling pin, gently roll
dough out until 2cm
thick. Using a 6cm
round cutter, cut out
scones.
Step 3
Place scones, just
touching, on prepared
tray. Brush with
buttermilk. Bake for 12
to 15 minutes or until
golden and hollow
when tapped on top.
Serve with jam and
cream.
PHARMACY FOCUS
Seven steps to handling
a difficult customer
By Sandy Nikakis
Manager, People and Culture, Pharmore Pharmacies
Successful retailers don’t just
sell products. They offer top
quality customer service that
differentiates them from their
rivals. But retail pharmacy pros
know there are some customers
who make offering high-quality
service difficult. We experience
difficult customers every day in
our pharmacies as they come
in several varieties including:
angry, impatient, intimidating,
demanding and even talkative.
The challenge is to handle the
situation in a way that leaves the
customer thinking you operate
a great business. If you’re lucky,
you can even encourage him
or her to serve as a passionate
advocate for your pharmacy.
Many disgruntled customers don't
even bother to complain. They simply
leave and buy from your competitors.
Research suggests that up to 80 per
cent of customers who leave were,
in fact, 'satisfied' with the original
company. Obviously, customer
satisfaction is not enough.
A business nowadays needs to
positively delight customers if they
want to earn their loyalty.
It may seem counter-intuitive, but a pharmacy assistant's ability to effectively deal with
customer complaints provides a great opportunity to turn dissatisfied customers into
active promoters of the business. Here are seven customer-oriented tips:
1
Be in control of yourself and
listen carefully to what the
customer has to say.
Never argue or get defensive
when a customer is angry. The customer
is not attacking you personally; he or she
has a problem and is upset. Repeat back
what you are hearing to show that you have
listened.
2
Listen and let them vent.
Be present to your customer
and stop looking for the nearest
escape. The customer wants to be
listened to, acknowledged and understood.
Ask questions in a caring and concerned
manner and be aware of your own body
language. Maintain good eye contact
and listen with an open mind. It’s easier
to ask questions than to jump to incorrect
conclusions.
3
Put yourself in their shoes and
empathise.
Your goal is to solve the problem,
not argue. The customer needs to feel
like you’re on his or her side and that you
empathise with the situation.
4
Apologise without blaming.
When a customer senses that you
are sincerely sorry, it usually diffuses
the situation. Don't blame another person
or policy or department. Just say, 'I'm sorry
about that.' Use questions that put them
at ease … 'I have a few questions before I
can process a refund' or 'I need additional
information to be able to help you'.
5
Ask the customer,
'What would be an acceptable
solution to you?'
Whether or not the customer knows what
a good solution would be, I’ve found it’s
best to propose one or more solutions to
alleviate his or her pain. Become a partner
with the customer in solving the problem.
6
Solve the problem, or find
someone who can solve
it—quickly.
Research indicates that customers
prefer the person they are speaking to,
to instantly solve their problem. When
complaints escalate up the chain, they
become more expensive to handle and
only add to the customer's frustration.
7
Don’t take it personally.
In community pharmacy we
know that some customers will
be difficult regardless, so don’t
take it personally. Remember, that helping
customers is your job.
There is no getting around customer
complaints. However, by employing
these steps and taking the time
to review the issue with the customer,
you can turn challenges into
something positive for both parties.
frontline AUTUMN 2013
13
APPROVED REFRESHER TRAINING
Current Approvals
This list describes activities which have been approved and are currently within their approval period.
It is designed to assist pharmacies and QCPP assessors determine what training is eligible to contribute
towards a pharmacy assistants annual three hour refresher training requirement (T2C Action 2.1).
This list does not imply that a course is currently available or that it is offered at all the locations listed.
Contact the training provider to find out if a course is still available.
APPROVED REFRESHER TRAINING
Current Approvals
This list describes activities which have been approved and are currently within their approval period.
It is designed to assist pharmacies and QCPP assessors
determine what training is eligible to contribute
APPROVED
towards
a pharmacy assistants annual three hour refresher
training requirement
(T2C Action
2.1). FORMAT
TRAINING
DURATION
APPROVAL
PERIOD
This list does not imply that a course is currently available or that it is offered at all the locations listed.
Analgesics:
youtothought
knew is1still
hr available.
5/1/12 – 4/1/14
In-pharmacy kit
Contact
the trainingWhat
provider
find outyou
if a course
kit
Cough and Cold Refresher Training
3 hrs
Skin and Fungal Conditions
3 hrs
APPROVED
TRAINING
Chemmart® College Cough and Cold DURATION
1 hr
Analgesics: What you thought you knew 1 hr
kit
CounterConnection
Cough and Cold Refresher Training
3 hrs
Skin and Fungal Conditions
Supplying Pharmacy Medicines and
Pharmacist Only Medicines
Chemmart® College Cough and Cold
Red and dry eyes
1/6/11 – 30/6/13
Face to Face
7/9/12 - 6/9/14
Face to Face
APPROVAL
20/9/12PERIOD
- 19/9/14 FORMAT
Online
5/1/12 – 4/1/14
1/6/11 – 30/6/13
RedModule
and dry5eyes
– Nappy rash
Module 10 – Acne and rosacea
JJet Online Training
Ego Advanced
®
Benadryl
Module
3 – Antifungal
®
Sudafed
Module 4 – Eczema
®
Codral
Module
5 – Nappy rash
®
Combantrin
Module
10 – Acne and rosacea
Smoking and Addiction
JJetCough,
OnlineCold
Training
and Flu
Benadryl®
Pain Pod
Sudafed®
®
Module
1: Types of Pain
Codral
Module ®2: How analgesics work
Combantrin
Module
3:Addiction
Headache pain
Smoking
and
Cough,
Cold4:and
FluAssess, Advise
Module
Ask,
Module 5: Children Pain and Fever
Pain Pod
Module 6: Helping Customers Use Pain
Module
1: Types
of Pain
Medicines
Correctly
Reckitt Benckiser - Pharmacy Support
Phone:1800 226 766
Pharmacy Guild – QLD Branch
Email: admin.training@qldguild.org.au
TRAINING PROVIDER, CONTACT DETAILS
& NOTES
Chemmart® College
Email:
caroline.barlow@chemmart.com.au
Reckitt
Benckiser
- Pharmacy Support
Phone:1800 226 766
Pharmaceutical Society of Australia
Face to Face
Pharmacy Guild – QLD Branch
Email: psc.nat@psa.org.au
Face to Face
Email: admin.training@qldguild.org.au
Distance/Online
PSA Self Care inPHARMation (March 2012)
In-pharmacy kit
3 hrs
1 hr
7/9/12 - 6/9/14
5/3/12 – 4/3/14
1 hr
1 hr
20/9/12 - 19/9/14
Online
Chemmart® College
PSA
Self Care inPHARMation (December 2012)
1/12/12 - 31/1/13
Distance/Online Email:
caroline.barlow@chemmart.com.au
Note: Training requires reading of Self Care card and
assessment. Society of Australia
Pharmaceutical
CounterConnection
Ego Advanced
Medicines and
Supplying
ModulePharmacy
3 – Antifungal
Pharmacist
Medicines
Module Only
4 – Eczema
TRAINING PROVIDER, CONTACT DETAILS
& NOTES
1 hr 30 mins for
5/3/12
– 4/3/14
12/8/11
– 11/8/13
completing all four
1 hr approved modules**
1/12/12 - 31/1/13
30 mins
31/1/12
– 8/12/12
30 mins
for
12/8/11
– 11/8/13
30 minsall four
31/1/12 – 8/12/12
completing
approved
modules**
30 mins
8/12/11 – 7/12/12
30 mins
29/2/12 – 28/02/14
30 mins per module 7/4/11 – 31/3/13
20 mins per module 1/1/11 – 31/1/13
30 mins
31/1/12 – 8/12/12
30 mins
31/1/12 – 8/12/12
2/5/11 – 1/5/13
30 mins
30 mins
8/12/11 – 7/12/12
2/5/11
– 1/5/13
30
mins
30 mins
29/2/12
– 28/02/14
2/5/11
– 1/5/13
30 mins
30 mins
per module 7/4/11
– 31/3/13
2/5/11
– 1/5/13
30 mins
20 mins
per module 1/1/11
– 31/1/13
11/7/10 – 10/7/13
30 mins
1 hr
30 mins
30 mins
Module
2: How
analgesics
Module
7: Cold
and Fluwork
30 mins
30 mins
Module 3: Headache pain
Pfizer Academy
30 mins
Module 4: Ask, Assess, Advise
Children’s Pain and Fever
30 mins
30 mins
Module
5:
Children
Pain
and
Fever
Family Cough and Cold
30 mins
1 hr
Module 6: Helping Customers Use Pain
Refresher
Training - Pharmacy and
Up to 3 hrs
Medicines
Correctly
Pharmacist Only Medicines Workshops
Module 7: Cold and Flu
30 mins
Guild
Training - All branches
Pfizer
Academy
Children’
s Pain
and FeverMedicines – Let’s Get
30 mins
Selling
Pharmacy
1.5 hrs
it Right
Family
Cough and Cold
30 mins
SIRPPKS005A
Cough andand
cold
3 hrs
Refresher
Training -– Pharmacy
Up to
3 hrs
products
Pharmacist Only Medicines Workshops
Distance/Online
Online
Distance/Online
Online
Online
Online
Online
Online
Online
Online
Online
Online
Online
Online
Online
Online
Online
Online
Email:
psc.nat@psa.org.au
Ego
Pharmaceuticals
PSANote:
Self Care
inPHARMation (March
2012)that
Ego Pharmaceuticals
has advised
they are currently not taking enrolments for Ego
PSAAdvanced
Self Caretraining.
inPHARMation (December 2012)
Note: Training requires reading of Self Care card and
assessment.
Johnson & Johnson – www.JJet.com.au
Ego Pharmaceuticals
Note:
Smoking and Addiction
andthat
Cough, Cold
Note:
EgoFor
Pharmaceuticals
has advised
at leastnot
two
modules
must befor
completed
theyand
areFlu
currently
taking
enrolments
Ego
to meettraining.
the minimum 30 mins Refresher Training
Advanced
requirement. The training provider has advised that
these two modules are also no longer available.
Johnson & Johnson – www.JJet.com.au
Note: For Smoking and Addiction and Cough, Cold
and Flu at least two modules must be completed
Reckitt
Benckiser
www.painpod.com.au
to meet
the minimum
30– mins
Refresher Training
requirement. The training provider has advised that
these two modules are also no longer available.
Online
Online
Online
Online
Online
Online
2/5/11 – 1/5/13
Online
31/7/12 - 30/4/14
Online
2/5/11 – 1/5/13
Online
2/5/11 – 1/5/13
12/1/12 – 11/1/13
Face to Face
Online
11/7/10 – 10/7/13
12/1/12 – 11/1/13
Face to Face
Online
1/9/11 – 30/8/13
1/4/12 - 31/12/12
Face to Face
1/9/11 – 30/8/13
2/5/11 – 1/5/13
31/7/12 - 30/4/14
Online
12/1/12
– 11/1/13
19/7/10
– 8/6/13
12/1/12 – 11/1/13
1/2/11
– 1/2/13
1/4/12
- 31/12/12
FaceFace
to Face
to Face
Face to Face
to Face
FaceFace
to Face
Reckitt Benckiser – www.painpod.com.au
Pfizer Consumer Healthcare
Toll free ph: 1800 555 057
Guild Training - All branches
Contact your state Pharmacy Guild Branch
Pfizer Consumer Healthcare
Toll free
ph: 1800
555–057
Pharmacy
Guild
NSW Branch
training@nsw.guild.org.au
Guild Training - All branches
Contact your state Pharmacy Guild Branch
Guild Training - All branches
Selling Pharmacy Medicines – Let’s Get 1.5 hrs
it Right
19/7/10 – 8/6/13
SIRPPKS005A – Cough and cold
products
1/2/11 – 1/2/13
3 hrs
frontline
AUTUMN
2013
Quality Care
Pharmacy
Program - Current as of: 5 November 2012
Pharmacy Guild – NSW Branch
training@nsw.guild.org.au
Quality Care Pharmacy Program - Current as of: 5
November
2012
February
2013
14
Face to Face
Face to Face
Page 1
Page 1
PHARMACY ISSUES
IT security
By Kristina Carroll,
National Manager, Business Development and eHealth Division, Pharmacy Guild of Australia
There has been a lot of recent media around IT security breaches which highlight the importance of
being aware and responsible for information security in your pharmacy. Not taking adequate
measures to protect pharmacy and patient information could have a negative impact
on your reputation and the relationship that you have with your customers,
as well as cause major disruptions to the business.
Information security is a specialised subset of information technology which is about
stopping unauthorised people from stealing, tampering or deleting patient information,
financial information or other sensitive data about the pharmacy you work in.
All pharmacy team members are responsible for the security and confidentiality of
the data in their community pharmacy workplace.
INGS YOU CAN DO
THERE ARE SOME KEY TH
ION
THE INFORMAT
F
O
Y
IT
R
U
C
E
S
H T HE
TO ASSIST WIT
IN THE PHARMACY YOU WORK IN:

Check to see if your pharmacy has clear policies
on internet, social media and email use using the
pharmacy’s computer systems. Make sure you
understand them and ask questions if you are unsure.
If your pharmacy does not have these policies, or you
believe that they may be out of date, speak to your
manager about having them updated.

Stop and think before you share any personal,
confidential or financial information about you,
or the pharmacy you work in.

Be suspicious of emails from people or companies that
you don’t know. Particularly if they promise you money,
or solutions to all your problems.

15
Stop and think before you click on a link or open an
attachment in emails.
frontline AUTUMN 2013
Ask if your pharmacy’s software is up to date,
this includes anti-virus, dispensing and other
software that run on the dispensary and
point of sale computers.

Use complex passwords. A password such as ‘password’,
‘letmein’ or ‘pharmacy’ is not secure and can be easily
hacked: this has happened to a few businesses in
recent times so don’t think it can’t happen in your
pharmacy. Use non-dictionary passwords that contain
upper and lower case characters, special characters and
numbers. One common way to create a password that
is easily remembered is to base it on a phrase. For
example the phrase ‘three blind mice’ can convert to
‘3bl1ndm1c3’.

Make sure you know who is responsible for the IT in your
pharmacy, talk to them if you see something suspicious
or have reason to believe that the pharmacy’s systems
have been compromised. 
frontline AUTUMN 2013
15
WIN
$50
My
QUIZ CORNER
CLUES Down
vouc er
her
1. Grapefruit ______ (6) can affect some
medicines.
Complete the crossword, fill out your
details, photocopy the page and send
it back to us by 6 MAY 2013 to be
2. When dealing with a difficult customer
always _________ (9) without blaming.
in the draw for a $50 Myer voucher!
SU M M
1
4.All computers in the pharmacy should
have complex _________ (9)
6.Smokers are at ______ (6) risk of having
a heart attack.
ER
R
WINNREYN
2
CATH NS
JENKIrd
3. _________ (9) are tiny cells that
circulate in the blood
By fo WA
cy
Pharma
5.For people who have diseases that
damage or narrow their blood vessels,
such as high ___________ (11),
platelets can form clots on the walls
of these vessels causing them to block
and therefore leading to a heart attack
or stroke.
3
4
5
CLUES Across
7.The scones from In the Tearoom are best
served with raspberry jam and _____ (5)
Fill out your details below. Please print
clearly in a black or navy pen.
6
Name:
Pharmacy:
Address:
7
State:
P/C
Telephone:
Email:
H
T
Y
M
!
S
R
E
T
BUS
TRUTH:
Even one glass of grapefruit juice can
affect some medicines. The details of
how this happens is quite complicated,
but essentially grapefruit juice inhibits
the enzyme that breaks the medicine
down. This means more of the drug
is in the blood stream for longer.
This can lead to more side effects,
or even toxicity.
16
Please tick this box if you do not wish to be
on the pharmacy assistant contact list of the
Pharmacy Guild of Australia.
Busting the myths that often occupy conversations in the pharmacy.
MYTH: 'Does grapefruit juice really affect my medicine?'
The interaction can last up to 24 hours from
when grapefruit juice is consumed and
has the biggest effect when the medicine
is taken with the juice or up to four hours
after.
Most of the studies conducted on the
issue have focused on grapefruit juice
and we do not know whether a grapefruit
itself will have the same affect. Seville (or
bitter) orange juice can also effect some
medicines in the same way.
frontline AUTUMN 2013
There are quite a few medicines affected
by this interaction, and dispensing
software alerts pharmacists and dispensary
assistants to attach 'Label 18' to warn
patients. Some common medicines which
may be affected significantly include
amiodarone, atorvastatin, carbamazepine,
felodipine and simvastatin.
Questions about the interaction, or if
medicines are affected, should always
be referred to the pharmacist who can
access to the most up to date scientific
information. 