OS Hospital Community Pharmacy Assisting L3

Federal Democratic Republic Of Ethiopia
OCCUPATIONAL STANDARD
HOSPITAL/COMMUNITY
PHARMACY ASSISTING
NTQF Level III
Ministry of Education
June 2011
Introduction
Ethiopia has embarked on a process of reforming its TVET-System. Within the

policies and strategies of the Ethiopian Government, technology transformation – by
using international standards and international best practices as the basis, and,
adopting, adapting and verifying them in the Ethiopian context – is a pivotal element.
TVET is given an important role with regard to technology transfer. The new
paradigm in the outcome-based TVET system is the orientation at the current and
anticipated future demand of the economy and the labor market.
The Ethiopia Occupational Standards (EOS) is the core element of the Ethiopian
National TVET-Strategy and an important factor within the context of the National
TVET-Qualification Framework (NTQF). They are national Ethiopian standards,
which define the occupational requirements and expected outcome related to a
specific occupation without taking TVET delivery into account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopia Occupational Standard which comprised of Units of Competence.
A Unit of Competence describes a distinct work activity. It is documented in a

standard format that comprises:
 Occupational title and NTQF level
 Unit title
 Unit code
 Unit descriptor
 Elements and Performance criteria
 Variables and Range statement
 Evidence guide
Together all the parts of a Unit of Competence guide the assessor in determining
whether the candidate is competent.
The ensuing sections of this EOS document comprise a description of the

occupation with all the key components of a Unit of Competence:
 chart with an overview of all Units of Competence for the respective level (Unit of
Competence Chart) including the Unit Codes and Unit Titles
 contents of each Unit of Competence (competence standard)
 occupational map providing the technical and vocational education and training
(TVET) providers with information and important requirements to consider when
designing training programs for this standards and for the individual, a career
path
Ministry of Education Hospital/Community Pharmacy Assisting Version 1

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Copyright Ethiopian Occupational Standard June 2011
UNIT OF COMPETENCE CHART
Occupational Standard: Hospital/Community Pharmacy Assisting
Occupational Code: HLT PHA
NTQF Level III

HLT PHA 3 01 0611 HLT PHA 3 02 0611 HLT PHA 3 03 0611
Orientation to Hospital Comply with Infection Assist with
Pharmacy Services Control Policies and Prescription
and Hospital Procedures Preparations
Pharmacy Assistant
Practices

Compound Small Package and/or Pre- Procure and Store
Scale Pharmaceutical Pack Pharmaceutical Pharmaceutical
Products Products Products

Distribute Maintain Enhance Traditional
Pharmaceutical Pharmaceutical Ward Use of Traditional
Products Stock Medicine and Operate
its Dispensary

Use Business Lead Workplace Respond Effectively to
Technology Communication Difficult or
Challenging Behavior

Monitor Lead Small Teams Improve Business
Implementation of Practice
Workplan/Activities
HLT PHA 3 16 1012

Maintain Quality
System and
Continuous
Improvement
Processes (Kaizen)

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Copyright Ethiopia Occupational Standard June 2011
Occupational Standard: Hospital/Community Pharmacy Assisting Level III
Orientation to Hospital Pharmacy Services and Hospital
Unit Title
Pharmacy Assistant Practices
Unit Code HLT PHA3 01 0611
Unit Descriptor This unit describes the skills and knowledge required to
undertake pharmacy technician work in the hospital pharmacy
environment, including working effectively within the
organization structure, policies and procedures, legislative
requirements, hospital pharmacy services and hospital
pharmacy assistant practices. Individuals will take
responsibility for their own outputs and limited responsibility for
the output of others.
Elements Performance Criteria

1. Work effectively 1.1 The requirements of key stakeholders and
within the representatives of pharmacy services are responded
hospital positively.
pharmacy 1.2 Work is done within the organization’s policies and
environment procedures and underpinning values and philosophies.
1.3 Clients are involved in pharmacy service activities
wherever appropriate.
1.4 Personal values and attitudes regarding clients with
special needs are recognized and taken into account
when work duties are performed.
1.5 Common pharmacy/medical terminology is used when
performing work duties.
1.6 Reporting procedures are followed according to the
organizational policies and procedures.
2. Maintain 2.1 Key pharmaceutical quality assurance terms are used in
pharmaceutical context
quality 2.2 The aims and objectives of the quality Assurance program
assurance are complied.
requirements
2.3 An understanding of the cyclical nature of the quality
assurance process is reflected.
3.Follow relevant 3.1 Relevant national and regional legislation and regulations
legislation and are applied to the hospital pharmacy practice.
regulations 3.2 An understanding of the roles, responsibilities and
processes of government and other agencies responsible
for administering legislation and regulations is reflected.
3.3 Ethical and legal guidelines are followed in all decision
making and work activities

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4. Perform the 4.1 The roles, responsibilities and within the legitimate scope
duties of a of practice of a pharmacy assistant are complied.
pharmacy 4.2 Participate in the hospital pharmacy with an
assistant understanding of the roles and relationship with
pharmacists, technical staff, clerical staff and store
personnel.
4.3 Work activities are conducted consistently in a manner
that is consistent with the expected qualities and
attributes of a health care professional
4.4 Issues outside scope of practice referred to the
appropriate person.
Variable Range
Stakeholders and  Pharmacists
representatives  Doctors
may include:  Nurses
 Patients/clients
 Pharmacy technicians
 Pharmacy assistants
 Pharmacy store-persons
 Administration staff
 Wholesalers
Work environment  Hospital pharmacy
may include:  Wards
 Community health setting
 Manufacturing pharmacy
Philosophies and  Access and equity policies and procedures
values of the  Anti-discrimination policies and procedures
organization may  Sexual harassment policies and procedures
include:  Privacy legislation
 Relevant drugs and poison legislation
 Guidelines for pharmacists for the use of pharmacy
support personnel
 Local and organizational Policies and Procedures
 Code of Conduct
 Code of Ethics
 Standard for Uniform Scheduling of Drugs and Poisons
A commitment to  A non-discriminatory approach to all people using the
principles of access service, the family and friends, the general public and co-
and equity includes: workers
 Ensuring the work undertaken takes account of and caters
for differences including cultural, physical, religious,
economic and social

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Clients with special  Those from different cultural and social contexts
needs may include:  Specific religious groups
 People with a disability
 Older clients
Pharmaceutical/  Specific terms commonly used in day to day activities
medical terminology
National and  The Pharmacy/Pharmacists Act and relevant regulations
Regional legislation  Drugs, Poisons and Controlled Substances/Poisons Act
and regulation may and related regulations
include but are not  Health Act and related regulations
limited to:  Privacy legislation
 Standard for Uniform Scheduling of Drugs and Poisons
 Ethiopian Pharmaceutical Association’s Professional
Practice Standards
 OHS legislation and regulations
 Infection Control legislation and guidelines
 FMHACA Guidelines for the Preparation of
pharmaceuticals in Hospitals
 Ethiopian National Drugs Formulary
Evidence Guide
Critical aspects of  The individual being assessed must provide evidence of
Competence specified essential knowledge as well as skills
 Observation of workplace performance is essential for
assessment of this unit
 Consistency of performance should be demonstrated over
the required range of situations relevant to the workplace
 Where, for reasons of safety, space, or access to
equipment and resources, assessment takes place away
from the workplace, the assessment environment should
represent workplace conditions as closely as possible
Underpinning  Relevant drugs and poison legislation
Knowledge and  Guidelines for pharmacists for the use of pharmacy
Attitudes support personnel
 Principles of access and equity
 Workplace Health and Safety
 Principles and practices of ethics and values
 Hospital pharmacy contribution to a health care team
 Infection control policies, guidelines and symbols and their
relevance to working in a hospital pharmacy
 Knowledge of the legal responsibilities of providers of
health care in relation to confidentiality, client rights, duty
of care and implications of negligence
 Local and organization policies and procedures relevant to
the hospital pharmacy

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 Medical/pharmaceutical terminology appropriate to
hospital pharmacy work
 OHS policies, guidelines and symbols and their relevance
to working in a hospital pharmacy
 Organization values and philosophy and how they apply to
the work of a pharmacy assistant/technician
 Principles and practices of ethical and professional
conduct
 Principles and practices of pharmaceutical quality
assurance
 Relevant National and Regional pharmaceutical legislation
and regulation
 Relevant codes of conduct
 Role and scope of responsibilities of all pharmacy
departmental staff
Underpinning Skills  Using time management strategies to set priorities
 Using technology to work safely and competently
 Apply pharmacy policies, procedures, standards and
guidelines
 Apply legislation and regulatory requirements
 Take into account opportunities to address waste
minimization, environmental responsibility and sustainable
practice issues
 Use literacy, numeracy and oral communication skills
required to fulfill the position in a safe manner as specified
by the health care facility
 Use problem solving skills
 Use available resources and prioritize workload
Resource  Competency in this unit should be assessed through:
Implications  Access to appropriate workplace where assessment can
be conducted or simulation of realistic workplace setting
for assessment and access to equipment and resources
normally used in the workplace
Method of Competence may be assessed through:
Assessment  Practical assessment by direct observation of tasks
through simulation/Role-plays
 Written exam/test on underpinning knowledge
 questioning or interview on underpinning knowledge
 project-related conditions (real or simulated) and require
evidence of process
Assessment methods must confirm the ability to access and
correctly interpret and apply the essential underpinning
knowledge
Context of Competence may be assessed in the work place or in a
Assessment simulated work place setting. This competence standard could
be assessed on its own or in combination with other
competencies relevant to the job function
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Unit Title Comply with Infection Control Policies and Procedures
Unit Code HLT PHA 3 02 0611
This unit of competency describes the skills and knowledge
Unit Descriptor
required for workers to comply with infection control policies
and procedures. All procedures must be carried out in
accordance with the current infection control guidelines and
Ethiopian Standards for maintaining infection control and the
policies and procedures of the organization. This unit
acknowledges the importance of complying with an effective
infection control strategy that ensures the safety of the client
(or end-user of health-related products/services), maintains
personal protection and prevents the transmission of infections
from person to person. All tasks must be carried out in
accordance with National or Regional legislative requirements
that affect work practices of the organization and/or worker.

1. Follow infection 1.1. The application of standard precautions is demonstrated
control guidelines to prevent the spread of infection in accordance with the
organization’s requirements.
1.2. The application of additional precautions is
demonstrated when standard precautions alone may not
be sufficient to prevent transmission of infection.
1.3. Contamination of materials, equipment and instruments is
minimized by aerosols and splatter.
2. Identify and 2.1. Infection risks are identified and implemented an
respond to appropriate response within their own role and
infection risks responsibility.
2.2. Activities and tasks that put clients and/or other workers at
risk are documented and reported.
2.3. Situations that pose an infection risk are responded
appropriately in accordance with the policies and
procedures of the organization.
2.4. Procedures for risk control are followed and risk
containment for specific risks.
2.5. Protocols for care following exposure to blood or
other body fluids are followed as required.
2.6. Appropriate signs are placed when and where appropriate.
2.7. Spills are removed in accordance with the policies and
procedures of the organization.

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3. Maintain 3.1. Hand hygiene is maintained by washing hands before
personal and after client contact and/or after any activity likely to
hygiene cause contamination.
3.2. Hand washing procedures are followed.
3.3. Hand care procedures are implemented.
3.4. Cuts and abrasions with water-proof dressings and
change are covered as necessary.
4. Use personal 4.1. Personal protective clothing and equipment that
protective complies with Ethiopian Standards, and is appropriate for
equipment the intended use are worn.
4.2. Protective clothing and gowns/aprons are changed daily,
more frequently if soiled and where appropriate, after each
client contact.
5. Limit 5.1. Contaminated zones in all aspects of health care work are
contamination cleaned.
5.2. Records, materials and medicaments are confined to a
well-designated clean zone.
5.3. Contaminated instruments and equipment are confined to
a well-designated contaminated zone.
6. Handle, 6.1. Appropriate personal protective clothing and equipment
package, label, are worn in accordance with the occupational health and
store, transport safety policies and procedures when handling waste.
and dispose of 6.2. Wastes that are color coded and identified is separated at
clinical and other the point where it has been generated and disposed of into
waste waste containers.
6.3. Clinical or related waste is stored in an area that is
accessible only to the authorized persons.
6.4. Waste is handled, packaged, labeled, stored, transported
and disposed of appropriately to minimize potential for
contact with the waste and to reduce the risk to the
environment from accidental release.
6.5. Disposal of waste is done safely in accordance with
policies and procedures of the organization and legislative
requirements
7. Clean 7.1. Personal protective clothing and equipment are worn
environmental during cleaning procedures.
surfaces 7.2. All dust, dirt and physical debris are removed from the
work surfaces
7.3. All work surfaces are cleaned with a neutral detergent and
warm water solution before and after each session or when
visibly soiled.
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7.4. Equipment requiring special processing is decontaminated
in accordance with quality management systems to ensure
full compliance with cleaning, disinfection and sterilization
protocols
7.5. All work surfaces are dried before and after use.
7.6. Surface covers are replaced where applicable.
7.7. Cleaning equipment is maintained and stored.
Variable Range
Standard  Aseptic technique
precautions may  Personal hygiene practices especially washing and drying
include: hands (e.g. before and after client contact)
 Use of personal protective equipment
 Techniques to limit contamination
 Surface cleaning and management of blood and body fluid
spills
 Safe handling of sharps
 Safe disposal of sharps and other clinical waste
 Appropriate reprocessing and storage of reusable
instruments
Additional  Special ventilation requirements
precautions may
 Additional use of personal protective equipment
include:
 Dedicated equipment (e.g. to each client or as appropriate
to work function)
 Use of a special facility
Minimizing  Protecting materials, equipment and instruments from
contamination may contamination until required for use
include but is not
 Ensuring instruments used for invasive procedures are
limited to:
sterile at time of use
 Cleaning all environmental surfaces
Infection risks may  Sharps injury
include but are not
 Waste
limited to
 Discarded sharps
 Human waste and human tissues
 Related waste
 General waste
 Inhalation of aerosols

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 Contact with blood and other body substances
 Personal contact with infectious materials, substances
and/or clients
 Stock including food which has passed ‘use-by’ dates
 Animals, insects and vermin
Procedures for risk  Eliminating a hazardous process
control may include
 Using personal protective equipment appropriately
but are not limited
to:  Changing a system of work to reduce a hazard.
 Isolating the hazard
 Using protective devices to decrease exposure
 Using safe handling techniques
 Following infection control policies and procedures
 Procedures to minimize the risk of exposure to blood and
body fluids
Protocols for care  Immediate care following:
following exposure  A sharps’ injury
to blood or other
body fluids may  A splash of blood or other body fluids
include but are not  Post exposure care
limited to:  Record keeping and notification
 Legal requirements for the notification of all work related
occurrences of injury, disease or illness
Hand hygiene  Routine handwash
procedures may  Surgical handwash
include:  Use of antiseptic wipes and alcohol based preparations in
specific situations where waterless hand hygiene is
acceptable
Hand care may  Suitable water-based hand creams that are registered on
include but is not the Ethiopian Register of Therapeutic Goods
limited to:  Using warm water for handwashing
 Drying hands thoroughly after handwashing
 Wearing heavy-duty utility gloves when handling irritant
Chemicals
Protective clothing  Gowns and waterproof aprons that comply with Ethiopian
and equipment may standards
include but are  Examination gloves and surgical gloves that comply with
not limited to : current Ethiopian standards
 Glasses, goggles or face-shields
 Surgical face masks that comply with current Ethiopian
standards
 Footwear to protect from dropped sharps and other
contaminated items
 Guidelines for latex allergic clients and staff
Clean zone  Storage areas for materials, medicaments, equipment
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includes but is not  Sterile storage areas
limited to:  Administration areas
Contaminated zone  Area used for items that have become contaminated during
includes but is not use
limited to:  Receiving area for contaminated instruments in the
instrument reprocessing centre
Waste may include  Clinical waste:
but is not limited to:  discarded sharps
 human tissues
 laboratory waste
 any other waste as specified by the workplace
 Related waste:
 radiographic waste
 chemical and amalgam waste
 cytotoxic waste
 pharmaceutical waste
 radioactive waste
 General waste
Disposal of waste  Disposal in accordance with:
requirements  Environment Protection (Waste Management) Policy
may include:
 Environment Protection (Waste Management)
Regulations
 Ethiopian standards
 Organization policies and procedures
Cleaning  Damp dusting benches, equipment and shelving
procedures include  Maintaining the interior of drawers and cupboards in a
but are not limited clean and tidy state
to:  Cleaning floors daily using a mop and water and detergent
 Storing cleaning equipment clean and dry
 Managing the removal of a small blood or body fluid spill
Evidence Guide
Critical aspects of  Observation of workplace performance is preferred for
Competence assessment of this unit
 The individual being assessed must provide evidence of
specified essential knowledge as well as skills
 The assessee must demonstrate compliance with the
organization’s infection control policy as it relates to
specific job role
the required range of workplace situations

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Underpinning  Basic microbiology including:
Knowledge and  bacteria and bacterial spores
Attitudes  fungi
 viruses
 Aspects of infectious diseases including:
 pathogens
 opportunistic organisms
 Disease transmission:
 sources of infecting microorganisms including persons
who are carriers, in the incubation phase of the
disease or those who are acutely ill
 paths of transmission including direct contact, aerosols
and penetrating injuries
 risk of acquisition
 Susceptible hosts including persons who are immune
suppressed, have chronic diseases such as diabetes and
the very young or very old
 Organization requirements relating to immunization,
where applicable
 The organization’s infection control policies and
procedures
 Identification and management of infectious risks in the
workplace
 Personal protective equipment:
 guidelines for wearing gowns and waterproof aprons
 guidelines for wearing masks as required
 guidelines for wearing protective glasses
 guidelines for glove use
 Standard precautions
 Additional precautions
Underpinning Skills  Clean and sterile techniques
 Good personal hygiene practice including hand care
 Effective hand hygiene:
 when hands must be washed
 procedures for routine handwash
 Procedures for surgical handwash
 Surface cleaning:
 cleaning procedures at the start and end of the day
 routine surface cleaning
 managing a blood or body fluid spill
 Sharps handling and disposal techniques

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Resource  Assessment should replicate workplace conditions as far
Implications as possible
 Where, for reasons of safety, access to equipment and
resources and space, assessment takes place away from
the workplace, simulations should be used to represent
workplace conditions as closely as possible

evidence of process
knowledge
competencies relevant to the job function.

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Unit Title Assist with Prescription Preparations
This unit is concerned with the assistance with preparation of
Unit Descriptor
prescriptions in accordance with the legal and Good Pharmacy
Practice requirements. Work performed requires a range of
well developed skills where some discretion and judgment are
required. Individuals will take responsibility for their own
outputs and limited responsibility for the output of others.

1. Accept 1.1 Prescription is collected and client details are confirmed.
prescription for 1.2 The prescriber and area initiating the order for the purpose
dispensing of costing and computer entry are identified.
1.3 The legality, validity and completeness of the
prescription are confirmed.
1.4 Discrepancies are reported to pharmacist.
1.5 Cost of medication is determined and appropriate
information is provided to the client.
1.6 Client of any foreseen difficulty is advised in filling the
prescription
1.7 Client of approximate waiting time and collection
arrangements is advised.
1.8 Payment and issue receipt is checked.
2. Ensure clinical 2.1 Prescription is referred to pharmacist for clinical evaluation.
evaluation of 2.2 Pharmacist’s clinical evaluation is confirmed before filling
prescription by the Prescription.
pharmacist 2.3 Any special documentation is completed.
3. Prepare labels 3.1 Prescription labels are prepared to meet the legal and
according to the regulatory requirements.
legal 3.2 Procedures to deal with contraventions of law are
requirements identified.
3.3 Information on labels for accuracy is checked according to
the prescription’s requirements.
3.4 Information on labels is checked to be neat, clear, easily
understood and in line with the legal requirements.
3.5 Appropriate cautionary and advisory labels (either
incorporated into label or attached separately) are added.

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4. Enter data in to 4.1 Dispensing data is entered accurately into the pharmacy
the dispensing computer system.
computer 4.2 Barcode technology is used for the dispensing process in
line with the local Pharmacy guidelines.
4.3 Accuracy of data entered against information is checked
from the prescription and labels.
5. Calculate 5.1 Quantities of each item are calculated according to the
prescription prescription.
quantities 5.2 The prescription is annotated.
5.3 Prescription is referred to pharmacist if uncertain about the
prescription details or prescribed quantity.
6. Assemble 6.1 Select prescribed products in the desired form in line with
prescription FMHACA guidelines for good dispensing practice
items according 6.2 Package correct quantity into a suitable container attach
to good with correct label (and ancillary label if applicable) to
dispensing container
practice
6.3 Check packed item for accuracy and visibility of expiry date
6.4 Annotate prescription with the quantity supplied, signature
and date
6.5 Assemble items for an easy and complete check by the
pharmacist
7. Finalize 7.1. Verify that prescription is checked and signed by the
prescription and pharmacist
documentation 7.2. Complete documentation in accordance with organization
policies and procedures
7.3. Record relevant information and statistics according to
organization policies and procedures
Variables Range
Storage and  Sequential positioning along shelves
location  Alphabetical arrangements
requirements may  Controlled substances under specific storage conditions
include but is  Refrigeration
not limited to:
Prescription  Written in ink or computer generated (must have
validity may handwritten signature)
include but is not  Life of prescription according to legislative requirements
limited to:  Adequate written instructions on the dosage regimen
 Complete client details
Prescriptions may  Inpatients
be for:  Outpatients
 Extemporaneous preparations that do not have a fixed

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formulae, for specific clients, need to be mixed and
provided e.g. dermatological preparation, pediatric
formulations
Prescription  Handwritten
information may  Electronically generated
include:  Include an order by a pharmacist
Label presentation  Typed
may include:  Written
 Electronically generated
Medication form  Tablet – Tab
and related  Capsule – Cap
abbreviations may  Suspension – Susp
include but  Drops – Gtt
are not limited to:  Cream – Cr
Means of  Using SI system in particular weights, volumes,
calculation may percentages, weight in weight, weight in volume, volume
include: in volume, volume in weight, parts per million, millimoles,
body surface and body weight
Prescription  Incomplete or incorrect prescriber and/or client details
discrepancies  Prescription out of date
and/or situations  Prescriptions marked “cancelled” or otherwise such as to
requiring additional indicate that it has been dispensed and completed
assistance may  Prescriptions for a narcotic written by the prescriber for
include but are not self treatment
limited to:  Questionable dosages and administration method for
commonly used drugs
 Request for excessive quantities
Suitable  Boxes
containers may  Bottles
include:  Cartoons
Evidence Guide
Critical Aspects of  The individual being assessed must provide evidence of
Demonstrate knowledge and attitude on:
Underpinning
Knowledge and  Appropriate methods of disposal of unwanted medicines
Attitudes including short and outdated stock
 Basic hygiene and the importance of maintaining a clean
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working environment and equipment
 Charging for pharmaceuticals e.g. organization policy and
the Pharmaceutical Benefits Scheme
 Common proprietary and generic names
 Drug forms, dose, strength and quantity
 Hospital or health facility in-house computer system
 Identification and handling of products, including
- formulary drugs and non-formulary drugs e.g. clinical
trial drugs and special access scheme drugs
- products with the required integrity as well as those
whose integrity has been compromised e.g. damaged,
contaminated or deteriorated stock
- routine handling products and products requiring
special handling, e.g. cytotoxics and its spill
management, refrigerated and frozen items, light
sensitive materials and flammables
 Infection control policies, guidelines and symbols and
their relevance to working in a hospital pharmacy
 Knowledge of and the rationale for applicable legislation,
organization policy and in house standard operating
procedures (SOPs), relating to prescription preparation
 Legal requirements and principles of pharmaceutical
product labeling e.g. product name, batch numbering and
expiry date
 Medicine administration and use and effect on basic
human physiology
to working in a hospital pharmacy
 Personal hygiene and the use of protective clothing
 Prescribing conventions, and abbreviations and medical
terminology used for instructions for the use of medicines
 Principles and procedures of maintaining security of
pharmaceutical products
 Principles and range of storage requirements for
 Principles of calculations, weights and measures
 Procedures and rationale for validating prescriptions
 Procedures for dealing with returned goods
 Procedures to follow regarding dispensing of controlled
drugs
 Procedures for dealing with drug alerts and company
recalls
 Processes for reconstitution of products
 Properties of container types and principles of selection
for use
 Relevant reference material
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Requirements to be satisfied for a complete,
unambiguous and valid prescription and actions to take if
validity is questionable
 Types of prescriptions and their use
Demonstrate skills on:
Underpinning
Skills  Assist pharmacist effectively in the preparation of
prescription requirements
 Follow instructions and complete tasks accurately and
efficiently
 Refer issues identified outside scope of practice to the
appropriate person
 Work in accordance with relevant organization policy,
legislative requirements, industrial awards and
agreements and in-house operating procedures (SOPs)
 Work in a safe manner
 Apply checking processes throughout dispensing
procedure
 Communicate and interact appropriately with colleagues,
health care practitioners and clients
 Create labels which are legal, clearly readable, with
instructions expressed in simple language, including all
information specified by the prescriber
 Demonstrate safe dispensing practices
 Enter and access data on pharmacy computer system
 Identify discrepancies/deviations and refer to the
authorized person
 Identify drugs by generic and proprietary names, or
readily access the information
 Identify and select correct product with reference to form,
dose, strength, brand and quantity
practice issues
 Use measuring devices appropriately
 Use ancillary and cautionary labels and explanatory
statements and directions as specified by most recent
Ethiopian National Drug Formulary (ENDF)
 Use time management strategies to set priorities
Resource Access is required to real or appropriately simulated situations,
Implications including work areas, materials and equipment, and to
information on workplace practices and OHS practices.

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Competence may be assessed through:
Methods of
evidence of process
knowledge

Unit Title Compound Small Scale Pharmaceutical Products
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This unit of competency describes the skills and knowledge
Unit Descriptor
required to manufacture and small scale compounding of non-
sterile pharmaceutical products from fixed formulas, including
extemporaneous dispensing

1. Prepare for 1.1 Follow correct dress code, safety and personal hygiene
production procedures
process 1.2 Maintain preparation areas according to FMHACA
Guidelines for the Preparation of Pharmaceuticals
1.3 Clean work area and equipment correctly
1.4 Maintain inventory levels of raw materials and
disposable equipment
1.5 Obtain and clarify the confirmed and formulated
manufacturing order/master batch sheet from pharmacist
1.6 Prepare production work sheet from formulated
manufacturing order/master batch sheet
1.7 Interpret manufacture work sheet and assign appropriate
product batch number
1.8 Check and set up manufacturing/compounding machinery
1.9 Prepare production work sheet from master batch sheet /
formulated manufacturing order
2. Obtain and 2.1 Acquire all materials listed on the worksheet according to
process raw stock levels and stock requisitioning procedures
materials 2.2 Check raw materials to ensure they have been
released from quarantine for use by authorized persons
2.3 Verify raw materials against manufacturing work sheet
and record raw material batch numbers
2.4 Weigh and measure raw materials in designated
weighing area
2.5 Allocate raw materials to appropriate manufacturing
machinery, where applicable
2.6 Obtain appropriate authorization/checks at designated
points
3.Manufacture/com 3.1 Comply with National guidelines for the preparation of
pound products pharmaceuticals in hospitals and Ethiopian standards for
operator safety when cleaning, setting up work station and
transference of all materials
3.2 Allocate approved raw materials to appropriate
machinery, where required
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3.3 Incorporate raw materials according to batch
documentation
3.4 Compound product according to method on work
sheet and in compliance with standard operating
procedures for any machinery use
3.5 Obtain required authorization/checks at designated
points
3.6 Monitor product and adjust any necessary
pharmaceutical/compounding to ensure product complies
with work sheet specifications
3.7 Perform checking procedures and inspect finished
product for deviations
3.8 Pack product using appropriate packaging
devices/machinery as specified on the work sheet, and
following approval from an authorized person
3.9 Label containers/units according to labeling
specifications on the work sheet
3.10 Pack and label a retention sample and/or quality
control sample if specified on the work sheet
4. Complete 4.1 Place product in quarantine area under appropriate
production storage conditions, where specified
process 4.2 Clean machinery and manufacturing area and
dispose of disposable equipment safely
4.3 Complete machinery and equipment records and/or logs
4.4 Complete documentation and forward to appropriate
person
4.5 Complete machinery and equipment records and/or logs
4.6 Reconcile the number of labels printed with number used
and discard excess, noting and documenting
discrepancies in labels
4.7 Complete documentation and forward to an authorized
person
4.8 Report all discrepancies to an authorized person
4.9 Obtain final clearance from an authorized person
5. Participate in 5.1 Submit product sample and relevant documentation to
quality control quality control, where specified
5.2 Record and file product quality control assay results
6. Store and 6.1 Store products according to manufacturing documentation
transport 6.2 Obtain released product(s) from quarantine store
released product
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6.3 Pack released product(s) into appropriate delivery
containers
6.4 Deliver product to store/dispensary/client care area
by appropriate means
6.5 Advise receipting area personnel of any special
storage requirements
6.6 Complete and file records and/or work sheets
Variable Range
Raw materials may  Therapeutic agents
include:  Agents considered inactive, that are required for bulking,
stabilizing, coloring and flavoring the final product
Batch numbers can  Any combination of numerals and digits as specified in
include: standard operating procedures that can uniquely identify an
individual product or batch for recording and identification
purposes.
Raw materials,  The range of raw materials, manufacturing equipment and
manufacturing packaging devices to be used is specified by the batch/work
equipment and sheet
packaging devices:
Equipment and  Balances
machinery used in  Meters
manufacturing may  Gauges
be disposable or  Measures
non-disposable and  Beakers
may include:  Mixers
 Pumps
 Spatulas
 Ointment slabs
 Filters
 Extractors
 Stills
 Syringes
 Needles
 Pestle and mortar
 Autoclaves
 Gloves
 Masks
 Goggles
Compounding may  Trituration
include:  Aggregation
 Grinding
 Dissolution
 Mixing
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 Emulsification
 Suspension
Dosage forms may  Oral
include:  Topical
Product may  Formulary drugs and non-formulary drugs e.g. clinical trial
include: drugs and special access scheme drugs
 Products with the required integrity as well as those whose
integrity have been compromised e.g. damaged,
contaminated or deteriorated
 Routine handling products and products requiring special
handling e.g. cytotoxics and its spill management,
refrigerated and frozen items, light sensitive material and
flammables
Product packing  Bulk containers
may include:  Client ready units
Containers may  Bottles (medical and poison)
include:  Glass jars
 Tubes
 Syringes
 Miscellaneous individual client unit devices
Labels may include:  Typed
 Written
 Electronically produced
Quarantine period  Quarantine period may be defined as time taken to obtain
confirmation of suitability of product/batch for human use.
Storage conditions  Correct temperature
may include:  Humidity
 Light
 Secured
 Ventilated
 Ambient
 Isolated
 Correct storage of hazardous substances
 Secure and safe storage for controlled drugs
Cleaning methods  Washing  Disinfecting
may include:  Sweeping  Soaking
 Wiping  De-scaling
Special storage  Refrigeration
conditions may  Inflammable store
include:
Evidence Guide
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 Consistency of performance should be demonstrated over the
required range of situations relevant to the workplace
 Where, for reasons of safety, space, or access to equipment
and resources, assessment takes place away from the
workplace, the assessment environment should represent
Underpinning Demonstrates knowledge of:
Knowledge and  Basic hygiene and the importance of maintaining a clean
Attitudes working environment and equipment
 Basic principles of manufacturing processes
 Chemical and physical properties of raw materials in relation
to formulation and compounding
 Compounding of a product according to a work sheet
 Correct disposal of sharps, drug residues etc
 Identification and handling of products, including -
- formulary drugs and non-formulary drugs e.g. clinical trial
drugs and special access scheme drugs
- products with the required integrity as well as those whose
integrity has been compromised e.g. damaged,
- routine handling products and products requiring special
handling, e.g. cytotoxics and its spill management,
refrigerated and frozen items, light sensitive materials and
flammables
organization policy and in-house standard operating
procedures (SOPs), relating to small scale
compounding/manufacture of pharmaceutical products
 Labeling requirements for compounded products
 Maintenance of principles and procedures of clean work
environments
 Nature and use of different dosage forms
 OHS policies, guidelines and symbols and their relevance to
working in a hospital pharmacy
 Packaging methods, container materials and principles for
selection
 Pharmacy computer systems
 Preparation of worksheets
 Principles and procedures of formulae calculations, weights
and measures
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 Principles of handling and storage of hazardous materials
 Principles of record keeping and required documentation to be
completed
 Processes for dilution, suspension, incorporation and
reconstitution
 Purpose of batch numbering and expiry date on medicines
 Purpose of information to be shown on medicine packs, e.g.
product name, batch numbering and expiry date
 Sources and types of contamination – microbial, cross-
chemical, physical, environmental and corrective strategies
 Storage requirements and rationale for different types of
product
Underpinning Skills Demonstrates skills of:
 Complete and file documentation
 Compound raw materials correctly and safely to achieve a
quality product
 Perform quality assurance monitoring
 Prepare, process and manufacture quality pharmaceutical
products from fixed formulae
 Produce a product free from microbial or cross contamination
 Refer issues identified outside scope of practice to an
authorized person
 Transport and store product according to National Guidelines
for the Preparation of Pharmaceuticals in Hospitals
 Use personal protective equipment when necessary
legislative requirements, industrial awards and agreements
and in-house operating procedures (SOPs)
 Assemble, maintain, clean and use all equipment used in
manufacturing process in a correct and safe manner and
ensure a clean work environments
 Calculate drug and non-drug stock requirements for
manufacturing
 Complete required documentation
 Compounding a product according to master batch/work sheet
 Select and maintain appropriate equipment for manufacturing
task
practice issues
 Use literacy, numeracy and oral communication skills required
to fulfill the position in a safe manner as specified by the
health care facility

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Resource Competency in this unit should be assessed through:
Implications  Access to appropriate workplace where assessment can be
conducted or simulation of realistic workplace setting for
assessment.
 Access to equipment and resources normally used in the
workplace
Assessment  Practical assessment by direct observation of tasks through
simulation/Role-plays
evidence of process
knowledge

Unit Title Package and/or Pre-Pack Pharmaceutical Products
Unit Descriptor This unit of competency describes the skills and knowledge
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required to package and/or pre-package pharmaceutical
products according to Ethiopian National Guidelines for
Preparation of Pharmaceuticals in Hospitals and national
guidelines/legislation on the filling of dose administration
containers

1. Prepare 1.1. Comply with dress code, safety requirements and personal
packing/pre- hygiene procedures prior to entering the packaging/pre-
packing process packaging area
1.2. Clean and prepare work area according to work
specifications
1.3. Obtain and interpret pre-packing documentation and
instructions from authorized person according to
packaging/pre-packaging specifications
1.4. Identify, clean, prepare and set packaging/ repackaging
machinery
1.5. Obtain appropriate packaging/pre-packaging materials
according to stock issuing procedures
2. Allocate bulk 2.1. Obtain and prepare approved bulk product/medicine
product/medicine 2.2. Allocate bulk product/medicine to packaging machine/pre-
to machinery/pre- packing apparatus according to instructions from an
packing apparatus authorized person
2.3. Allocate sufficient packaging/pre-packaging materials to
the work area
3. Pack or pre-pack 3.1. Initiate line opening procedures
products 3.2. Pack or pre-pack products according to standard
operating procedures
3.3. Apply in-process controls and record results
3.4. Report deviations to authorized person
3.5. Take corrective action according to instructions from an
authorized person
3.6. Operate packaging machinery and equipment according to
manufacturer specifications and OHS requirements
4. Conduct quality 4.1. Obtain approval from authorized person at designated
control points in the packaging/pre-packaging process according
to batch record
4.2. Obtain relevant documentation and check product
specifications according to batch documentation
4.3. Reconcile and verify packaging/pre-packaging
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materials under supervision of an authorized person
4.4. Submit sample where appropriate
5. Shut down 5.1. Complete packaging/pre-packaging documentation and
packaging/pre- forward according to standard operating procedures
packaging 5.2. Note discrepancies in labels and documentation
process
5.3. Reconcile number of labels printed with number used and
discard excess
5.4. Note and report discrepancies in equipment functioning
and take corrective action according to the instructions of
an authorized person
5.5. Alert authorized person of excess materials
5.6. Clean machinery and equipment according to standard
5.7. Obtain final approval from the pharmacist before
releasing packed/pre-packed medicines/product to storage
areas
Variable Range
Packaging may be operated manually or automatically and may include
equipment/ but are not limited to:
apparatus  Scales, measures
 Irons, heat sealing equipment
 Tweezers
 Gloves
Storage and work  Correct temperature
are conditions may  Humidity, light
include but are not  Security
limited to:  Ventilation
Packaging  Dosage administration aids/containers
materials and  Tamper proof dose administration containers
products may  Webster style containers
include but is not  Heat seal or press seal equipment
limited to:  Formulary drugs and non-formulary drugs e.g. special
access scheme drugs
handling and/or storage
Dose administration  Name of client
container labels  Pharmacy details
may include but are  Name, strength and form of all medicines supplied in the
not container
limited to:  Directions for use of each medicine as prescribed
 Date on which the container was filled

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Products may  Formulary drugs and non-formulary drugs e.g. clinical trial
integrity have been compromised eg damaged,
flammables
Evidence Guide
Knowledge and  Basic hygiene and the importance of maintaining a clean
Attitudes working environment and equipment
 Identification and handling of products, including –
- products with the required integrity as well as those
- routine handling of products and products requiring
 Legal requirements and principles of pharmaceutical
product labeling e.g. product name, batch numbering and
expiry date
- Ethiopian National Guidelines for Preparation of
Pharmaceuticals in Hospitals and guidelines/legislation
on the filling of dose administration containers
- specific labeling requirements for filling Webster style
containers/dosette boxes
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organization policy and in-house standard operating
procedures (SOPs), relating to packaging/pre-packaging of
pharmaceuticals
 Principles of calculations, weights and measures
 Properties of container types and principles of selection for
use
product
 Various pack sizes and appropriateness
Underpinning Skills Demonstrates skills of:
 Effectively package and/or pre-package products in
accordance with organization requirements
 Label appropriately
 Maintain effective quality control during the packaging/pre-
packaging process
 Refer issues identified outside scope of practice to
authorized person
 Maintain packaging/pre-packaging documentation
 Operate the specified equipment
practice issues
assessment.
workplace

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evidence of process
knowledge

Unit Title Procure and Store Pharmaceutical Products
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This unit is concerned with maintaining a pharmaceutical stock
Unit Descriptor
control system, in accordance with standard operating
procedures. Work performed requires a range of well developed
skills where some discretion and judgment is required.
Individuals will take responsibility for their own outputs and
limited responsibility for the output of others.

1. Procure stock 1.1.Obtain requisition requirements from appropriate
personnel and/or departments
1.2.Identify generic drug name, trade name(s) and
manufacturer/supplier details using a range of manual and/or
electronic resources
1.3. Identify items for order and obtain order generated and sign
off/authorization of the order by delegated staff member
where appropriate/required
1.4. Source appropriate supplier
1.5. Provide availability and cost information to the pharmacist
1.6. Place stock order according to standard procurement
policy following order approval
2. Maintain Stock 2.1. Store stock according to manufactures' recommended
storage conditions
2.2. Store products according to a logical auditable system
2.3. Check stock on a regular basis for short dated and slow
moving items and report to the appropriate person
2.4. Monitor overstocks and stock discrepancies and report to
the appropriate person
2.5. Rotate stock according to the organization’s policies and
procedures
2.6. Check stock for deterioration
2.7. Control quality of stock by visual inspection
2.8. Monitor and maintain correct storage conditions
2.9. Report out-of-stock, expired, deteriorated and damaged
stock for return and deviations to correct storage conditions
to the appropriate person
2.10. Maintain location maps
2.11. Maintain batch traceability
3. Process new 3.1.Accept delivery of products and match delivery
stock documentations with product delivered

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3.2. Identify received products
3.3. Check quantities and condition of products and report
breakages to the pharmacist
3.4. Reconcile products with control lists and/or check against
order
3.5. Report shortages and other deviations to the pharmacist
3.6. Check expiry dates of incoming stock
3.7. Attach clearly product notation
3.8. Pack and Store stock according to packing criteria and
3.9. Follow temperature control requirements where
appropriate
3.10. Quarantine stock when appropriate
3.11. Inform scheduled products to the pharmacist according to
legal requirements
3.12. Maintain batch traceability
3.13. Complete accurately data capture requirements
3.14. Maintain hygienic conditions at all times
4. Control stock 4.1. Complete manual/electronic documentation according to
standard operating procedures
4.2. Record manual information or statistics where necessary
4.3. Update stock lists based on stock usage and drug
inventory changes
4.4. Check compliance with security procedures
4.5. Report security irregularities to the appropriate person
5. Assist in stock- 5.1. Collate drug usage information to be verified by
taking procedures pharmacist/druggist
5.2. Report occurrences or deviations that may make impact on
stock control to pharmacist/druggist
5.3. Check stock lists of all items for stock taking
5.4. Reconcile actual stock against stock lists
5.5. Count stock and check expiry dates
5.6. Investigate and report stock discrepancies to the
appropriate person
5.7. Determine minimum and maximum stock levels and
report to the pharmacist/druggist
6.Maintain relevant 6.1. Complete and file documentation according to
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documentation organization’s policies and procedures
6.2. Reconcile statements and invoices
6.3. Complete and file stock distribution documentation
6.4. Maintain location maps
Variable Range
Products include the 
Formulary drugs and non-formulary drugs e.g. clinical trial
following: drugs and special access scheme drugs
flammables.
Stock ordering may  Written
be:  Verbal
 Electronic
Security procedures  In-store security
may include:  Goods received
 Goods dispatched
Storage conditions  Correct temperature  Ventilated
may include:  Humidity  Ambient
 Light  Isolated
 Pest control  Correct storage of hazardous
 Secured substances
 Cold chain
Tools and Bin card, stock card, issue slips, label sticker, registration book,
Equipment may calculator, refrigerator, thermometer, fan, ladders, fire fighting
include: devices, waste basket, trolleys, computers, pallets, shelves,
Forklift, Hand pallet truck.
Occupational Health  Gloves (assorted), goggle, masks, apron (assorted), fire
& Safety (OHS): fighting equipment
Location may include but is not limited to:
requirements  Sequential positioning along shelves
 Alphabetical arrangements
Batch numbers can Batch numbers can consist of any combination of numerals
include: and digits as specified in standard operating procedures that
can uniquely identify an individual product or batch for
recording and identification purposes.
Evidence Guide
Critical aspects of  Observation of workplace performance is essential for

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Competence  assessment of this unit
 The assessee must provide evidence of specified
 essential knowledge as well as skills
 Consistency of performance should be demonstrated
 over the required range of situations relevant to the
 workplace
 equipment and resources, assessment takes place
 away from the workplace, the assessment environment
 should represent workplace conditions as closely as
possible
 Work is carried out in accordance with relevant
 organization policy, legislative requirements, and standard
Underpinning  Knowledge of and the rationale for applicable legislation,
Knowledge and organizational policy and in-house standard operating
Attitudes procedures (SOPs)
 Sources of stock
 Stock ordering process
 Input and access of data relating to stock control
 Principles and procedures of stock control and maintenance
 Principles and procedures of maintaining security in the
pharmacy
 Purpose of batch numbering and expiry date on
pharmaceuticals
 Identification and handling of products which include:
 Formulary drugs and non-formulary drugs e.g. clinical trial
flammables.
 Appropriate methods of disposal of unwanted medicines
including short and outdated stock
 Storage requirements and the rationale for different types of
product
 Procedures for dealing with drug alerts and company recalls
 Relevant reference material
 Appropriate legal requirements for stock maintenance
 Knowledge and purpose of auditing policy of the

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organization
 Principles and procedures of procurement of
 Purpose of drug usage data
 Occupational health and safety(OHS) guidelines and
symbols and their relevance to working in a pharmacy set
up
Underpinning Skills  Identify discrepancies/deviations and refer to the authorized
person
 Maintain location maps
 Maintain stock security
 Ensure optimal usage of stock prior to expiry date
 Maintain stock control documentation
health care practitioners, other clients and patients
 Using time management strategies to set priorities
 Reading and writing skills - The level of skill may range from
the ability to understand symbols used in occupational
health and safety signs, to reading workplace safety
pamphlets or procedure manuals, to reading labels and
handling chemicals. Literacy may be required in English or
a community language.
 Oral communication skills - language competence required
to fulfill job roles in a safe manner and as specified by the
organization. Assessors should look for skills in asking
questions, providing clear information, listening to and
understanding workplace instructions, and clarifying
workplace instructions when necessary. Organizations may
require competence in English or a community language,
depending on client group.
 Numeracy skills may range from the ability to complete
basic arithmetic calculations including percentages,
recording data and performing stocktaking duties
 Problem solving skills required include ability to use
available resources
assessment and access to equipment and resources
normally used in the workplace
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evidence of process
knowledge

Unit Title Distribute Pharmaceutical Products

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required to distribute pharmaceutical products according to
standard operating procedures (SOPs) and good pharmacy
practice, good wholesaling practice and legal requirements

1. Select and pack 1.1. Products are selected according to order requirements
product order 1.2.Products are packed to minimize breakages and to
maintain temperature, security and safety requirements
1.3. Safe packaging procedures are complied for hazardous
products
1.4. Correct packaging procedures are complied to maintain
integrity, cold chain and security
1.5. All data entry requirements associated with processing
orders are completed
1.6. labeling, specific handling instructions and delivery
information are checked for accuracy in line with identified
requirements
1.7. Order is checked for completion
1.8. Packaging is checked according to instructions
2. Dispatch product 2.1. Products are dispatched accurately and in a timely manner
orders 2.2. Security of delivery information is maintained
2.3. Route sheets and other delivery documentation are
checked for accuracy and follow-up requirements
2.4. Security procedures are implemented to ensure the
integrity of delivered goods
2.5. packaging and handling procedures are implemented as
per the standard operating procedures
2.6. Cold chain maintenance is checked
2.7. Medicine registers is completed where required
2.8. Other documentation are completed as required
3. Handle returned 3.1. Authorization is obtained to receive returned goods
stock 3.2. Organization procedures are applied for receiving returned
products
3.3. returned products are inspected and placed in designated
area
3.4. safety and security of returned goods is ensured in the
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designated area
3.5. The risk of accidental contamination of returned products
is minimized
3.6. Inspection and documentation is completed accurately and
is forwarded for authorization
3.7. Accurate records are maintained and credit process is
completed in a timely manner
3.8. Returned products are disposed according to instructions
from an authorized person
Variable Range
Tools and Trolleys, Forklifts, Pallets, Ladders, Push carts, Hand operated
equipment hydraulic plate, track, Refrigerators, Shelves, Ice cold boxes,
appropriate wrapping materials and sealers etc.
Products may  Formulary drugs and non-formulary drugs e.g. clinical trial
flammables
Data entry  Enter transaction into pharmacy computer system
requirements  Generate packing slip and include in package
include:  Label clearly, including specific handling instructions
Documentation  Manually
recording may  Using computer based system
include:  In print form
 In an electronic system
Storage  Correct  Cold chain
requirements may temperature  Ventilated
include:  Humidity  Ambient
Evidence Guide

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Knowledge and organization policy and in house standard operating
Attitudes procedures (SOPs), relating to the distribution of
 Knowledge of distribution principles to prevent
contamination or deterioration of the products, damage
to packs or confusion of products
 Knowledge of organization procurement policies and
procedures
 Sources to determine legitimate receivers of stock
 Packaging and transport specifications for various
products
 Input and access of data relevant to stock control
 Principles and procedures of stock control and
maintenance
product
- Formulary drugs and non-formulary drugs e.g. clinical
trial drugs and special access scheme drugs
- Products with the required integrity as well as those
- Routine handling products and products requiring
 Appropriate methods of disposal of unwanted
pharmaceutical products and outdated stock
 Procedures for dealing with returned goods
 Relevant reference materials
to work in pharmaceutical distribution sites
Underpinning Skills It is critical that the candidate demonstrate the ability to:

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 Distribute stock accurately and efficiently according to
authorized person
In addition, the candidate must be able to effectively do the
task outlined in elements and performance criteria of this unit,
manage the task and manage contingencies in the context of
the identified work role
This includes the ability to:
 Apply good distribution principles to prevent contamination
or deterioration of the products, damage to packs or
confusion of products
 Comply with organization procurement policies and
procedures
 Ensure optimal usage of stock prior to expiry date
 Maintain stock security
 Monitor the quality of stock and storage conditions,
including temperature, light, humidity, pest control and
stock organization
practice issues
assessment.
workplace
evidence of process
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knowledge

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Unit Title Maintain Pharmaceutical Ward Stock
required to maintain pharmaceutical ward or imprest stock,
excluding issuing directly to clients, and according to
standard operating procedures (SOPs) and within legal
requirements

1. Receive and 1.1. Enquiries from all staff are responded courteously and
check stock effectively
requisition lists 1.2. The request is checked whether prepared by an
from wards authorized health personnel
1.3. Needs are established to replenish stock against
specified minimum / maximum levels
1.4. Requisition is checked if prepared according to
ward/department requirements
1.5. Stock checks and print picking list(s) of requisition items are
completed
1.6. Deviations are reported to an authorized person in line
with organization/department procedures
2. Select and 2.1. Requested products are selected and placed into
dispatch stock to appropriate delivery containers
the requesting 2.2. Transaction in pharmacy computer is completed and
ward packing slip is generated
2.3. Registry book is recorded appropriately and packing slip
is prepared
2.4. Clearances are obtained for the order from the
pharmacist /druggist
2.5. Completed requisitions are stored and packed within the
pharmacy prior to delivery and get checked by the
pharmacist / druggists
2.6. Requested stock is delivered to the designated area
within the ward / department, according to SOP and
workplace health and safety guidelines
2.7. An authorized person verifies, checks and signs for drugs
on receipt is ensured where required
2.8. Stock is stored according to manufacturers’
recommended storage condition
3. Complete and 3.1. Manual and electronic documentation are completed
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maintain according to organization policies and procedures
documentation 3.2. Manual information and statistics are recorded where
necessary
3.3. Imprest lists are updated based on stock usage and drug
Inventory changes in liaison with relevant staff
4. Control rational 4.1. An appropriate storage place of drugs in the ward is
use of drugs in checked
the wards 4.2. Delivery list is reconciled with consumption records
4.3. Deviations from standard operating procedures are
reported to the pharmacist/druggist
5. Record and 5.1. Drug usage information is collated for authorized person
collate drug usage and according to standard operating procedures
5.2. Occurrences or deviations that may impact on stock
control is reported to an appropriate person
Variable Range
Occupational Health  Gloves (assorted), goggle, masks, apron (assorted), fire
& Safety (OHS) fighting equipment
Stock (products)  Formulary drugs e.g. clinical trial drugs and special access
may include: scheme drugs
flammables
Storage conditions  Correct temperature  Ventilated
may include:  Humidity  Ambient
 Cold chain
Ward storage may  Cupboard
include:  Trolley
 Automated medication distribution system
 Special storage area e.g. refrigerator as required for correct
storage condition
 Medication drawers
 Drug safes
Record processes  Manual  Print form
may include:  Computer based  Electronic system

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Evidence Guide
 Where, for reasons of safety, space, or access to equipment
and resources, assessment takes place away from the
workplace, the assessment environment should represent
Knowledge and organization policy and in house standard operating
Attitudes procedures (SOPs), relating to maintaining an imprest/ward
pharmaceutical store
 Knowledge and rationale of auditing policy of the organization
 Principles and procedures of stock control and maintenance
 Purpose of batch numbering and expiry dates on
 Common proprietary and generic names
 Purpose of drug usage data generated by requisitions to
permit collation for an authorized person
 Storage requirements and the rationale for different types of
products
- products with the required integrity as well as those whose
integrity has been compromised e.g. damaged,
- routine handling products and products requiring special
handling, e.g. cytotoxics and its spill management,
flammables
 Procedures for dealing with drug alerts and company recalls
Underpinning Skills It is critical that the candidate demonstrate the ability to:
 Carry out effective and efficient maintenance of a

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pharmaceutical imprest system
 Communicate effectively with internal and external clients
appropriate person
 Select products accurately
 Use technology appropriately e.g. PDE(portable data entry)
devices
and in-house operating procedures (SOPs) and with safety
In addition, the candidate must be able to effectively do the task
outlined in elements and performance criteria of this unit,
manage the task and manage contingencies in the context of the
identified work role. This includes the ability to:
 Identify and select correct product with reference to form,
dose, strength, brand and quality
 Input and access data in pharmacy computer system
 Input and access data relating to stock control
 Interpret stock usage on a ward and make suggestions for
inventory changes
practice issues
 Use relevant technology such as portable data entry (PDE)
systems
required to fulfill the position in a safe manner as specified by
the health care facility
assessment.
workplace
Methods of Competence may be assessed through:
Assessment  Practical assessment by direct observation of tasks through
simulation/role-plays
 Written test/oral questioning on underpinning knowledge
knowledge
Context for Competence may be assessed in the work place or in a
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Assessment simulated work place setting.
Enhance Traditional Use of Traditional Medicine and
Unit Title
Operate its Dispensary
required to manufacture and dispense herbal treatments and
remedies according to Ethiopian herbal medicine framework

1. Identify medicinal 1.1. Highly poisonous plants of Ethiopia are recognized in their
plants in their natural state
natural and dry 1.2. Major medicinal plants of Ethiopia are recognized in their
state natural state
1.3. Properly dried plants are recognized organoleptically
1.4. The main botanical features of the major medicinal plants
are described
2. Use appropriate 2.1. Plants are collected from appropriate locations
guidelines for 2.2. Suitable parts of plants are collected for medicinal use
plant collecting
2.3. Plants are collected at correct time (seasons, time of the
day etc)
3. Communicate 3.1. The major and minor forms of diagnosis and treatment
knowledge of practices are effectively communicated on a one-to-one or
herbal medicine group basis
philosophy, 3.2. Central philosophies and historical developments of
principles and traditional medicine are explained
practice
3.3. Recent developments and new practices are integrated into
client services
4. Manufacture 4.1. Fresh medicinal plants are preserved
herbal medicines
4.2. Medicinal plants are correctly dried and stored
according to
pharmacy 4.3. Plant material is extracted using different menstruum
guidelines 4.4. Various types of herbal medicines are manufactured
5. Operate and 5.1. Availability of materials, equipment and work environment to
monitor the meet processing and dispensing requirements are ensured
dispensing 5.2. Raw materials are dispensed according to manufacturing
process instructions
5.3. Out-of-specification product, production process and
equipment performance are monitored to ensure quality
standards
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5.4. Waste generated by both the process and cleaning
procedures is collected, treated, disposed or recycled
according to organization procedures
5.5. Feedback and complaints are appropriately responded
6. Complete 6.1. Workplace information is recorded in the appropriate
documentation format
6.2. Herbal medicines are labeled correctly
7. Ensure ongoing 7.1. Individual performance is monitored regularly against work
development of plans, clinic objectives and client needs
self and team 7.2. Opportunities for formal and informal development of
skills and knowledge to optimize performance are sought
and accessed
7.3. Individual performance is monitored and developed to
enhance team performance where appropriate
7.4. Coaching and advising which contributes effectively to
development of workplace knowledge, skills and attitudes
are provided
Variable Range
Major and minor The way people diagnose diseases traditionally based on their
forms of diagnosis experience.
Workplace It is the information of the patient and the traditional medicine
information given to him/her.
Formal and informal  Scheduled trainings like continuing pharmacy education
development of  Peer education
skills and knowledge  Education through experience
Occupational Health Gloves (assorted), goggle, masks, apron (assorted), fire fighting
and Safety (OHS) equipment
Tools and Balances, measuring cylinders, mortar and pestle, beakers,
Equipment percolators, oven, spatulas, stirring rods, etc.
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
Competence  Observation of performance in the workplace or a simulated
workplace (defined as a supervised clinic) is essential for
a range of workplace situations
 Assessment may contain both theoretical and practical
components and examples covering a range of clinical
situations
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 Evidence is required of both knowledge and skills
application
 Assessment of sole practitioners must include a range of
clinical situations and different client groups covering at
minimum, age, culture and gender
 Assessment of sole practitioners must consider their unique
workplace context, including:
 Interaction with others in the broader professional
community as part of the sole practitioner’s workplace
 Scope of practice as detailed in the qualification and
component competency units
 Holistic/integrated assessment including:
- Working within the practice framework
- Performing a health assessment
- Assessing the client
- Planning treatment
- Providing treatment
Underpinning Knowledge of:
Knowledge and  non-herbal ingredients used in the preparation of herbal
Attitudes medicines
 pharmacology of herbal medicines and pharmaceutical
drugs, their classifications, usage and side effects
 medical terminology
 pharmacokinetics of herbal medicines and pharmaceutical
drugs – drug administration, absorption, distribution,
metabolism and excretion
 pharmacodynamics of herbal medicines and
pharmaceutical drugs and the theory of drug action; factors
modifying drug effect and dosage; drug toxicity and
toxicology
 drug abuse - signs, consequences, treatment; community
resources available, in particular those with emphasis on
drug-related problems
 drug use in pregnancy, specific diseases and disorders of
each system of the body
 internal preparations - culinary plants, common herbal teas,
medicinal preparations e.g. biochemic and bioenergetic
remedies, cold extracts, cordials, decoctions, essences,
honeys, homeopathic remedies, infusions, nutritional
supplements, powders, syrups, tinctures etc…
 chemical and physical incompatibilities
 external therapy products - both medicinal and domestic
e.g. baths, bath oils, creams, dyes, fomentations, incenses,
aromatherapy products, compresses, ointments, perfumes,
pomanders, poultices, sachets, salves etc…
 prescription of medicines - legal restrictions, health and
safety, labeling requirements, scheduled herbs, principles

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of manufacturing remedies, testing of natural therapy
products
 dispensing procedures
 major herbal medicines with respect to their use for general
symptoms, psychological and physiological indications
 minor herbal medicines in respect to their most important
indications
 groups of medicines and how to distinguish between them
according to actions, active constituents, body systems and
plant families
 clinical indications of medicines relevant to specific
circumstances e.g. infectious diseases, First Aid and
injuries
 purpose and basic principles of the dispensing process
 identification and application of good manufacturing
practice and standard operating procedures
 types and characteristics of manufacturing raw materials
 legislative requirements in dispensing herbal products
 handling requirements for dangerous goods
 purpose and requirements of raw materials segregation
 how the dispensing process affects the end product
 quality characteristics to be achieved
 process specifications, procedures and operating
parameters
 equipment and instrumentation components, purpose and
operation
 significance and methods of monitoring control points within
the dispensing process
 common causes of variation and corrective action required
 OHS hazards and controls
 waste handling requirements and procedures
 recording requirements and procedure
 hygiene standards
 philosophical tradition of science / western medicine
 the history of herbal medicine
 the current political context of healthcare
 the dynamic interchange between the physical, mental,
social, environmental and spiritual landscape
 the herbalist integration of these approaches to health
 the qualitative, quantitative, cultural and traditional lines of
evidence used in herbal medicine
 the philosophy, principles and practices of other alternative
and complementary therapies
 the philosophy, principles and practices of herbal medicine
practice
 how herbal medicine works with the conventional medical

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model
 a range of alternative and complementary therapies the
philosophies, principles and tools of herbal medicine
practice
Underpinning Skills  Handling wastes
 Applying hygiene standards
 appropriate dispensing of traditional medicines
 Preparation technique for external therapeutic products e.g.
creams, ointments, etc.
assessment.
workplace
evidence of process
knowledge

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Unit Title Use Business Technology
This unit covers the skills and knowledge required to select, use,
Unit Descriptor
and maintain business technology. This technology includes the
effective use of computer software to organize information and
data.

1. Select and use 1.1. Appropriate technology and software applications are
technology selected to achieve the requirements of the task
1.2. Workspace, furniture and equipment are adjusted to suit
the ergonomic requirements of the user
1.3. Technology is used according to organizational
requirements and in a way which promotes a safe work
environment
2. Process and 2.1. Files and records are identified, opened, generated or
organize data amended according to task and organizational requirements
2.2. Input devices are operated according to organizational
requirements
2.3. Data is stored appropriately and applications are exited
without damage to or loss of data
2.4. Manuals, training booklets and/or on-line help or help-
desks are used to overcome basic difficulties with
applications
3. Maintain 3.1. Used technology consumables are identified and
technology replaced in accordance with manufacturer’s instructions
and organizational requirements
3.2. Routine maintenance is carried out and/or arranged in
order to ensure that equipment is maintained in
accordance with manufacturer’s instructions and
organizational requirements
3.3. Equipment faults are accurately identified and action
taken in accordance with manufacturer’s instructions or by
reporting fault to designated person
Variable Range
Legislation, codes  Award and enterprise agreements and relevant industrial
and national instruments
standards relevant  Relevant legislation from all levels of government that affects
to the business operation, especially in regard to occupational
workplace which health and safety and environmental issues, equal

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Copyright Ethiopia Occupational Standard November 2010
may include: opportunity, industrial relations and anti-discrimination
 Relevant industry codes of practice
Technology may  Computer technology, such as laptops and pcs
include:  Digital cameras
 Zip drives
 Modems
 Scanners
 Printers
Software  Email, internet
applications may  Word processing, spreadsheet, database, accounting, or
include: presentation packages
Organizational  Log-on procedures
requirements may  Correctly identifying and opening files
relate to procedures  Locating data
including:  Saving and closing files
 Occupational health and safety policies, procedures and
programs
 Storing data
 Manufacturer’s guidelines
 Legal and organization policy/guidelines and requirements
Input devices may  Keyboard
include:  Numerical key pad
 Mouse
 Scanner
Storage of data may  Storage in directories and sub-directories
include:  Storage on CD-ROMS, hard disk drives or backup systems
 Appropriate storage/filing of hard copies of computer
generated documents
Technology  Printer ribbons and cartridges  Print heads
consumables may  CD-ROM  Toner cartridges
include:  Zip disks  Backup tapes
Routine  Regular checking of equipment
maintenance may  Replacing consumables
include:  “in-house” cleaning and servicing of equipment according to
manufacturer’s guidelines
 Periodic servicing by qualified or manufacturer approved
technician
Equipment faults or  Routine checking of equipment
problems may be  Preparation of a maintenance program
identified or  Encouraging feedback from work colleagues
anticipated by:  Regular back-ups of data
 Keeping a log book of detected faults
 Regular occupational health and safety inspections
 Checking that repairs have been carried out

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Evidence Guide
Critical aspects of  Selection and application of functional software applications
Competence to produce workplace documents
 Application of Occupational Health and Safety procedures
for set up of workstation, operation of computer, changing
toner cartridges and other work with plant and substances
 Access, retrieval and storage of required data
Underpinning  The relevant legislation from all levels of government that
Knowledge and affects business operation, especially in regard to
Attitudes occupational Health and Safety and environmental issues,
equal opportunity, industrial relations and anti-discrimination
 The organization’s policies, plans and procedures,
especially in regard to file-naming and storage conventions
 The correct log-on and shut-down procedures for computer
equipment
 Organizational IT procedures including back-up and virus
protection procedures
 Basic technical terminology in relation to reading help-files
and manuals
 Methods of detecting faults in and solving problems with
business technology
Underpinning Skills  Literacy skills to identify work requirements and understand
and process basic, relevant workplace information; follow
written instructions;
 Communication skills to request advice, receive feedback
and work with a team
 Problem solving skills to solve routine problems
 Keyboarding skills to produce basic workplace documents
 Ability to relate to people from a range of social, cultural and
ethnic backgrounds and physical and mental abilities
assessment and access to equipment and resources
through simulation/role-plays
 Written test/oral questioning on underpinning knowledge
evidence of process
knowledge
Assessment simulated work place setting.

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Unit Title Lead Workplace Communication
Unit Descriptor This unit covers the knowledge, skills, and attitudes to lead in the
dissemination and discussion of information and issues in the
workplace.
1. Communicate 1.1 Appropriate communication method is selected

information 1.2 Multiple operations involving several topics areas are
about communicated accordingly
workplace
processes 1.3 Questions are used to gain extra information
1.4 Correct sources of information are identified
1.5 Information is selected and organized correctly
1.6 Verbal and written reporting is undertaken when required
1.7 Communication skills are maintained in all situations
2. Lead 2.1 Response to workplace issues are sought
workplace 2.2 Response to workplace issues are provided immediately
discussion
2.3 Constructive contributions are made to workplace
discussions on such issues as production, quality and
safety
2.4 Goals/objectives and action plan undertaken in the
workplace are communicated.
3. Identify and 3.1 Issues and problems are identified as they arise
communicate 3.2 Information regarding problems and issues are organized
issues arising coherently to ensure clear and effective communication
in the
workplace 3.3 Dialogue is initiated with appropriate staff/personnel
3.4 Communication problems and issues are raised as they
arise
Variable Range
Methods of  Non-verbal gestures  Speaking to groups
communication  Verbal  Using telephone
 Face to face  Written
 Two-way radio  Using Internet

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Evidence Guide
Critical Aspects of Demonstrates skills and knowledge to:
Competence  Dealt with a range of communication/information at one time
 Made constructive contributions in workplace issues
 Sought workplace issues effectively
 Responded to workplace issues promptly
 Presented information clearly and effectively written form
 Used appropriate sources of information
 Asked appropriate questions
 Provided accurate information
Knowledge and  Organization requirements for written and electronic
Attitudes communication methods
 Effective verbal communication methods
 Apparel/Garments Terminology
Underpinning Demonstrates skills to:
Skills  Organize information
 Understand and convey intended meaning
 Participate in variety of workplace discussions
 Comply with organization requirements for the use of written
and electronic communication methods
Resource The following resources must be provided: variety of information,
Implications communication tools, simulated workplace
evidence of process
knowledge

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Unit Title Respond Effectively to Difficult or Challenging Behavior
required to respond effectively to difficult or challenging
behavior of clients and others. These skills are associated with
handling difficult incidents rather than managing ongoing
behavior difficulties

1. Plan response 1.1. Identify appropriate response to potential instances of
difficult or challenging behavior in line with work role
and organization policies and procedures
1.2.Ensure planned responses to difficult or challenging
behavior maximize the availability of other appropriate staff
and resources
1.3.Give priority to safety of self and others in responding to
difficult or challenging behavior
2. Apply response 2.1. Ensure response to instances of difficult or challenging
behavior reflect organization policies and procedures
2.2. Seek assistance as required
2.3. Deal with difficult or challenging behavior promptly, firmly
and diplomatically in accordance with organization policy
and procedure
2.4. Use communication effectively to achieve the desired
outcomes in responding to difficult or challenging
behavior
2.5. Select appropriate strategies to suit particular instances
of difficult or challenging behavior
3. Report and 3.1. Report incidents according to organization policies and
review incidents procedures
3.2. Review incidents with appropriate staff and offer
suggestions appropriate to area of responsibility
3.3. Access and participate in available debriefing mechanisms
and associated support and/or development activities
3.4. Seek advice and assistance from legitimate sources as
and when appropriate

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Variable Range
Planned responses  Established organization procedures
may be based on:  Knowledge of individual persons and underlying causes
 Own ability and experience
Difficult or  Aggression  Noisiness
challenging  Confusion or other cognitive  Self-destructive
behaviors may impairment  Verbal offensiveness
include:  Intoxication  Wandering
 Intrusive behavior
 Manipulation
Strategies for  Diversional activities
dealing with  Following established emergency response procedures
challenging  Referring to appropriate personnel e.g. supervisor, security
behaviors may officer
include:
Selection of may be based on:
strategies for  Established procedures and guidelines
dealing with  Potential effect on different parties, clients, staff and others
challenging  The nature of the incident
behaviors
Organization  Debriefing of staff involved in incident
policies and  Incident reporting and documentation
procedures may  Operational guidelines for handling incidents and/or cases
include: involving difficult and challenging behavior
Evidence Guide
 This unit is most appropriately assessed in the workplace
(simulating difficult or challenging behavior) or in a simulated
workplace and under the normal range of work conditions
 This unit can be assessed independently, but holistic
assessment practice is encouraged with other related units
of competency
 Assessment may be conducted on one occasion but should
include a diverse range of sources of difficult and
challenging behaviors, as may be expected in the workplace
 A diversity of assessment tasks is also essential for holistic
assessment
Underpinning  Client issues needing to be referred to an appropriate health
Knowledge and professional
Attitudes  OHS issues relating to difficult and challenging behavior
 Organization’s reporting processes
Underpinning Skills  Effectively use techniques for monitoring own service area
including client satisfaction

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 Foresee and respond quickly and effectively to
contingencies
 Identify when assistance is required
 Interpret and follow the instructions and guidance of health
professionals involved with the care of client
 Maintain duty of care
 Maintain personal safety and the safety of others
 Monitor and/or maintain security equipment
 Remain alert to potential incidents of difficult or challenging
behavior
 Remain calm and positive in adversity
 Speak in a firm, diplomatic and culturally appropriate manner
 Think and respond quickly and strategically
 Use literacy skills in reading, writing and oral communication
to fulfill job role in a safe manner and as specified by the
organization, including:
- understand symbols used in OHS signs
- read workplace safety pamphlets or procedure manuals
and labels
- use appropriate verbal and non verbal communication
styles
- ask questions
- provide clear information
-listen to and understand workplace instructions and clarify
when necessary
- apply literacy skills as required in English or a community
language
 Use numeracy skills to complete basic arithmetic
calculations such as addition, subtraction, multiplication,
division to recording numbers
 Use problem solving skills to:
- effectively utilize available resources
-prioritize workload
 Work with others and display empathy with client and
relatives
assessment.
workplace

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evidence of process
knowledge

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Unit Title Monitor Implementation of Workplan/Activities
Unit Descriptor This unit deals with the skills and knowledge required to oversee
and monitor the quality of work operations within an enterprise.
This unit may be carried out by team leaders, supervisors or
managers.

1. Monitor and 1.1. Efficiency and service levels are monitored on an
improve ongoing basis.
workplace 1.2. Operations in the workplace support overall enterprise
operations goals and quality assurance initiatives.
1.3. Quality problems and issues are promptly identified and
adjustments are made accordingly.
1.4. Procedures and systems are changed in consultation
with colleagues to improve efficiency and
effectiveness.
1.5. Colleagues are consulted about ways to improve
efficiency and service levels.
2. Plan and 2.1. Current workload of colleagues is accurately assessed.
organise 2.2. Work is scheduled in a manner which enhances
workflow efficiency and customer service quality.
2.3. Work is delegated to appropriate people in accordance
with principles of delegation.
2.4. Workflow is assessed against agreed objectives and
timelines.
2.5. Colleagues are assisted in prioritisation of workload.
2.6. Input is provided to appropriate management regarding
staffing needs.
3. Maintain 3.1. Workplace records are accurately completed and
workplace submitted within required timeframes.
records 3.2. Where appropriate completion of records is delegated
and monitored prior to submission.
4. Solve problems 4.1. Workplace problems are promptly identified and
and make considered from an operational and customer service
decisions perspective.
4.2. Short term action in initiated to resolve the immediate
problem where appropriate.

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4.3. Problems are analysed for any long term impact and
potential solutions are assessed and actioned in consultation
with relevant colleagues.
4.4. Where problem is raised by a team member, they are
encouraged to participate in solving the problem.
4.5. Follow up action is taken to monitor the effectiveness of
solutions in the workplace.
Variables Range
Workplace records  staff records
may include but is  regular performance reports
not limited to:
Evidence Guide
Critical Aspects of Look for:
Competence  ability to effectively monitor and respond to a range
of common operational and service issues in the
workplace
 understanding of the role of staff involved in
workplace monitoring
 Knowledge of quality assurance, principles of
workflow planning, delegation and problem solving.
Underpinning To demonstrate competence, evidence of knowledge in the
Knowledge and following areas is required:
Attitudes  the roles and responsibilities of those involved in
monitoring work operations
 overview of leadership and management
responsibilities
 principles of work planning
 typical work organisation methods appropriate to the
industry sector
 quality assurance principles
 time management
 principles of delegation
 problem solving and decision making processes
 industrial and/or legislative issues which affect short
term work organization as appropriate to industry sector
Underpinning To demonstrate competence, evidence of skills in the following
Skills are required:
 Monitor and improve workplace operations
 Plan and organize workflow
 Maintain workplace records
 Solve problems and make decisions
Resource  access to relevant workplace or appropriately simulated

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Implications environment where assessment can take place
 materials relevant to the proposed activity or task
evidence of process
knowledge

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Unit Title Lead Small Teams
Unit Descriptor This unit covers the skills, knowledge and attitudes required
to determine individual and team development needs and
facilitate the development of the work group.
1. Provide team 1.1 Learning and development needs are systematically

leadership identified and implemented in line with organizational
requirements.
1.2 Learning plan to meet individual and group training
and developmental needs is collaboratively developed
and implemented.
1.3 Individuals are encouraged to self-evaluate
performance and identify areas for improvement.
1.4 Feedback on performance of team members is
collected from relevant sources and compared with
established team learning process.
2. Foster 2.1 Learning and development program goals and
individual and objectives are identified to match the specific
organizational knowledge and skills requirements of competence
growth standards.
2.2 Learning delivery methods are appropriate to the
learning goals, the learning style of participants and
availability of equipment and resources.
2.3 Workplace learning opportunities and coaching/
mentoring assistance are provided to facilitate
individual and team achievement of competencies.
2.4 Resources and timelines required for learning activities
are identified and approved in accordance with
organizational requirements.
3. Monitor and 3.1 Feedback from individuals or teams is used to identify
evaluate and implement improvements in future learning
workplace arrangements.
learning 3.2 Outcomes and performance of individuals/teams are.

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assessed and recorded to determine the effectiveness
of development programs and the extent of additional
support
3.3 Modifications to learning plans are negotiated to
improve the efficiency and effectiveness of learning.
3.4 Records and reports of Competence are maintained
within organizational requirement.
4. Develop team 1.1 Open communication processes to obtain and share
commitment information is used by team.
and 1.2 Decisions are reached by the team in accordance with
cooperation its agreed roles and responsibilities.
1.3 Mutual concern and camaraderie are developed in the
team.
5. Facilitate 1.1 Team members actively participated in team activities
accomplishment and communication processes.
of organizational 1.2 Teams members developed individual and joint
goals responsibility for their actions.
1.3 Collaborative efforts are sustained to attain
organizational goals.
Variable Range
Learning and  Coaching, mentoring and/or supervision
development needs  Formal/informal learning program
 Internal/external training provision
 Work experience/exchange/opportunities
 Personal study and Career planning/development
 Performance appraisals
 Workplace skills assessment
 Recognition of prior learning
Organizational  Quality assurance and/or procedures manuals
requirements  Goals, objectives, plans, systems and processes
 Legal and organizational policy/guidelines and
requirements
 Safety policies, procedures and programs
 Confidentiality and security requirements
 Business and performance plans
 Ethical standards
 Quality and continuous improvement processes and
standards
Feedback on  Formal/informal performance appraisals
performance  Obtaining feedback from supervisors, colleagues and

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clients
 Personal and reflective behavior strategies
 Routine and organizational methods for monitoring
service delivery
Learning delivery  On the job coaching or mentoring
methods  Problem solving
 Presentation/demonstration
 Formal course participation
 Work experience
 Involvement in professional networks
 Conference and seminar attendance
 Induction
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  identified and implemented learning opportunities for
others
 gave and received feedback constructively
 facilitated participation of individuals in the work of the
team
 negotiated learning plans to improve the effectiveness of
learning
 prepared learning plans to match skill needs
 accessed and designated learning opportunities
Underpinning Demonstrate knowledge on:
Knowledge and  Coaching and mentoring principles
Attitude  Understanding how to work effectively with team members
who have diverse work styles, aspirations, cultures and
perspective
 Understanding how to facilitate team development and
improvement
 Understanding methods and techniques for eliciting and
interpreting feedback
 Understanding methods for identifying and prioritizing
personal development opportunities and options
 Knowledge of career paths and Competence standards in
the industry
Underpinning Skills Demonstrate skills on:
 Ability to read and understand a variety of texts, prepare
general information and documents according to target
audience; spell with accuracy; use grammar and
punctuation effective relationships and conflict
management
 Communication skills including receiving feedback and
reporting, maintaining effective relationships and conflict

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management
 Planning skills to organize required resources and
equipment to meet learning needs
 Coaching and mentoring skills to provide support to
colleagues
 Reporting skills to organize information; assess
information for relevance and accuracy; identify and
elaborate on learning outcomes
 Facilitation skills to conduct small group training sessions
 Ability to relate to people from a range of social, cultural,
physical and mental backgrounds
Resource Access to relevant workplace or appropriately simulated
Implications environment where assessment can take place
Assessment  Interview / Written Test
 Observation / Demonstration with Oral Questioning
Assessment simulated work place setting

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Unit Title Improve Business Practice
Unit Descriptor This unit covers the skills, knowledge and attitudes required in
promoting, improving and growing business operations.

1. Diagnose the 1.1 Data required for diagnosis is determined and acquired
business 1.2 Competitive advantage of the business is determined from
the data
1.3 SWOT analysis of the data is undertaken
2. Benchmark the 2.1 Sources of relevant benchmarking data are identified
business 2.2 Key indicators for benchmarking are selected in
consultation with key stakeholders
2.3 Like indicators of own practice are compared with
benchmark indicators
2.4 Areas for improvement are identified
3. Develop plans 3.1 A consolidated list of required improvements is developed
to improve 3.2 Cost-benefit ratios for required improvements are
business determined
performance
3.3 Work flow changes resulting from proposed improvements
are determined
3.4 Proposed improvements are ranked according to agreed
criteria
3.5 An action plan to implement the top ranked improvements is
developed and agreed
3.6 Organizational structures are checked to ensure they are
suitable
4. Develop 4.1 The practice vision statement is reviewed
marketing and 4.2 Practice objectives are developed/reviewed
promotional
plans 4.3 Target markets are identified/refined
4.4 Market research data is obtained

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4.5 Competitor analysis is obtained
4.6 Market position is developed/reviewed
4.7 Practice brand is developed
4.8 Benefits of practice/practice products/services are
identified
4.9 Promotion tools are selected/developed
5. Develop 5.1 Plans to increase yield per existing client are developed
business 5.2 Plans to add new clients are developed
growth plans
5.3 Proposed plans are ranked according to agreed criteria
5.4 An action plan to implement the top ranked plans is
developed and agreed
5.5 Practice work practices are reviewed to ensure they support
growth plans
6. Implement and 6.1 Implementation plan is developed in consultation with all
monitor plans relevant stakeholders
6.2 Indicators of success of the plan are agreed
6.3 Implementation is monitored against agreed indicators
6.4 Implementation is adjusted as required
Variable Range
Data required  organization capability
includes:  appropriate business structure
 level of client service which can be provided
 internal policies, procedures and practices
 staff levels, capabilities and structure
 market, market definition
 market changes/market segmentation
 market consolidation/fragmentation
 revenue
 level of commercial activity
 expected revenue levels, short and long term
 revenue growth rate
 break even data
 pricing policy
 revenue assumptions
 business environment
 economic conditions
 social factors
 demographic factors

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 technological impacts
 political/legislative/regulative impacts
 competitors, competitor pricing and response to pricing
 competitor marketing/branding
 competitor products
Competitive  services/products
advantage  fees
includes:  location
 timeframe
Objectives should  Specific
be 'SMART' , that  Measurable
 Achievable
 Realistic
 Time defined
Market research  data about existing clients
data includes:  data about possible new clients
 data from internal sources
 data from external sources such as:
 trade associations/journals
 Yellow Pages small business surveys
 libraries
 Internet
 Chamber of Commerce
 client surveys
 industry reports
 secondary market research
 primary market research such as:
 telephone surveys
 personal interviews
 mail surveys
Competitor  competitor offerings
analysis  competitor promotion strategies and activities
 competitor profile in the market place
SWOT analysis  internal strengths such as staff capability, recognized
includes:  quality
 internal weaknesses such as poor morale,
 under-capitalization, poor technology
 external opportunities such as changing market and
 economic conditions
 external threats such as industry fee structures, strategic
 alliances, competitor marketing
Key indicators may  salary cost and staffing
include:  personnel productivity (particularly of principals)
 profitability
 fee structure

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 client base
 size staff/principal
 overhead/overhead control
Organizational  legal structure (partnership, limited liability company, etc.)
structures include:  organizational structure/hierarchy
 reward schemes
Market position  product
should  the good or service provided
include data on:  product mix
 the core product - what is bought
 the tangible product - what is perceived
 the augmented product - total package of consumer
 features/benefits
 product differentiation from competitive products
 new/changed products
 price and pricing strategies (cost plus, supply/demand, ability
to pay, etc.)
 pricing objectives (profit, market penetration, etc.)
 cost components
 market position
 distribution strategies
 marketing channels
 promotion
 promotional strategies
 target audience
 communication
 promotion budget
Practice brand  practice image
may  practice logo/letter head/signage
include:  phone answering protocol
 facility decor
 slogans
 templates for communication/invoicing
 style guide
 writing style
 AIDA (attention, interest, desire, action)
Benefits may  features as perceived by the client
include:  benefits as perceived by the client
Promotion tools  networking and referrals
include:  seminars
 advertising
 press releases
 publicity and sponsorship
 brochures
 newsletters (print and/or electronic)

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 websites
 direct mail
 telemarketing/cold calling
Yield per existing  raising charge out rates/fees
client may be  packaging fees
increased by:  reduce discounts
 sell more services to existing clients
Evidence Guide
Critical Aspects The candidate must be able to demonstrate:
of Competence  ability to identify the key indicators of business performance
 ability to identify the key market data for the business
 knowledge of a wide range of available information sources
 ability to acquire information not readily available within a
business
 ability to analyze data and determine areas of improvement
 ability to negotiate required improvements to ensure
implementation
 ability to evaluate systems against practice requirements
 and form recommendations and/or make recommendations
 ability to assess the accuracy and relevance of information
Knowledge and  data analysis
Attitudes
 communication skills
 computer skills to manipulate data and present information
 negotiation skills
 problem solving
 planning skills
 marketing principles
 ability to acquire and interpret relevant data
 current product and marketing mix
 use of market intelligence
 development and implementation strategies of promotion and
growth plans
Underpinning Demonstrate skills of:
Skills  data analysis and manipulation
 ability to acquire and interpret required data
 current practice systems and structures
 sources of relevant benchmarking data

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 methods of selecting relevant key benchmarking indicators
 communication skills
 working and consulting with others when developing plans for
the business
 negotiation skills and problem solving
 using computers to manipulate, present and distribute
information
Resources The following resources must be provided:
Implication  workplace or fully equipped assessment location with
necessary tools and equipment as well as consumable
materials like record book
Assessment
 Interview/Written Test
 Observation / Demonstration with Oral Questioning
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting

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Maintain Quality System and Continuous Improvement
Unit Title
Processes (Kaizen)
Unit Descriptor This unit of competence covers the skills and knowledge
required to prevent process improvements in their own work
from slipping back to former practices or digressing to less
efficient practices. It covers responsibility for the day- to-day
operation of the work/functional area and ensuring that quality
system requirements are met and that continuous
improvements are initiated and institutionalized.
1. Develop and 1.1 Distribute and explain information about the enterprise's
maintain quality quality system to personnel
framework 1.2 Encourage personnel to participate in improvement
within work area processes and to assume responsibility and authority
1.3 Allocate responsibilities for quality within work area in
accordance with quality system
1.4 Provide coaching and mentoring to ensure that
personnel are able to meet their responsibilities and
quality requirements
2. Maintain quality 2.1 Identify required quality documentation, including records
documentation of improvement plans and initiatives
2.2 Prepare and maintain quality documentation and keep
accurate data records
2.3 Maintain document control system for work area
2.4 Contribute to the development and revision of quality
manuals and work instructions for the work area
2.5 Develop and implement inspection and test plans for
quality controlled products

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3. Facilitate the 3.1 Ensure all required procedures are accessible by
application of relevant personnel
standardized 3.2 Assist personnel to access relevant procedures, as
procedures required
3.3 Facilitate the resolution of conflicts arising from job
3.4 Facilitate the completion of required work in accordance
with standard procedures and practices
4. Provide training 4.1 Analyze roles, duties and current competency of relevant
in quality personnel
systems and 4.2 Identify training needs in relation to quality system and
improvement continuous improvement processes (kaizen)
processes
4.3 Identify opportunities for skills development and/or training
programs to meet needs
4.4 Initiate and monitor training and skills development
programs
4.5 Maintain accurate training record
5. Monitor and 5.1 Review performance outcomes to identify ways in which
review planning and operations could be improved
performance 5.2 Use the organization’s systems and technology to
monitor and review progress and to identify ways in which
planning and operations could be improved
5.3 Enhance customer service through the use of quality
improvement techniques and processes
5.4 Adjust plans and communicate these to personnel
involved in their development and implementation
6. Build continuous 6.1 Organize and facilitate improvement team
improvement 6.2 Encourage work group members to routinely monitor key
process process indicators
6.3 Build capacity in the work group to critically review the
relevant parts of the value chain
6.4 Assist work group members to formalize improvement
suggestions
6.5 Facilitate relevant resources and assist work group
members to develop implementation plans
6.6 Monitor implementation of improvement plans taking
appropriate actions to assist implementation where
required.
7. Facilitate the 7.1 Analyze the job completion process
identification of 7.2 Ask relevant questions of job incumbent
improvement

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opportunities 7.3 Encourage job incumbents to conceive and suggest
improvements
7.4 Facilitate the trying out of improvements, as appropriate
8. Evaluate 8.1 Undertake regular audits of components of the quality
relevant system that relate to the work area
components of 8.2 Implement improvements in the quality system in
quality system accordance with own level of responsibility and workplace
procedures
8.3 Facilitate the updating of standard procedures and
practices
8.4 Ensure the capability of the work team aligns with the
requirements of the procedure
Variable Range
Coaching and May refer to:
mentoring  providing assistance with problem-solving
 providing feedback, support and encouragement
 teaching another member of the team, usually focusing on a
specific work task or skill
Continuous May include:
improvement  cyclical audits and reviews of workplace, team and
processes may individual performance
include:  evaluations and monitoring of effectiveness
 implementation of quality systems, such as International
Standardization for Organization (ISO)
 modifications and improvements to systems, processes,
services and products
 policies and procedures which allow the organization to
systematically review and improve the quality of its
products, services and procedures
 seeking and considering feedback from a range of
stakeholders
 Kaizen
 Enterprise-specific improvement systems
Technology May include:
 computerized systems and software such as databases,
project management and word processing
 telecommunications devices
 any other technology used to carry out work roles and
responsibilities
Customer service May be:
 internal or external
 to existing, new or potential clients

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Key process Key process indicators may include:
indicators  statistical process control data/charts
 orders
 lost time, injury and other OHS records
 equipment reliability charts, etc.
Continuous May include:
improvement tools  statistics
 cause and effect diagrams
 fishbone diagram
 Pareto diagrams
 run charts
 X bar R charts
 PDCA
 Sigma techniques
 balanced scorecards
 benchmarking
 performance measurement
 upstream and downstream customers
 internal and external customers immediate and/or final
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence  taking active steps to implement, monitor and adjust plans,
processes and procedures to improve performance
 supporting others to implement the continuous improvement
system/processes, and to identify and report opportunities
for further improvement
 knowledge of principles and techniques associated with
continuous improvement systems and processes
 assist others to follow standard procedures and practices
 assist others make improvement suggestions
 standardize and sustain improvements
Assessors should ensure that candidates can:
 implement and monitor defined quality system
 requirements and initiate continuous improvements within
the work area
 apply effective problem identification and problem solving
techniques
 strengthen customer service through a focus on continuous
improvement
 implement, monitor and evaluate quality systems in the
work area
 initiate quality processes to enhance the quality of
performance of individuals and teams in the work area
 gain commitment of individuals/teams to quality principles
and practices

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 implement effective communication strategies
 encourage ideas and feedback from team members when
developing and refining techniques and processes
 analyze training needs and implement training programs
 prepare and maintain quality and audit documentation
Knowledge and  principles and techniques associated with:
Attitudes  benchmarking
 best practice
 change management
 continuous improvement systems and processes
 quality systems
 range of procedures available and their application to
different jobs
 applicability of takt time and muda to jobs
 identification and possible causes of variability in jobs
 continuous improvement process for organization
 questioning techniques
 methods of conceiving improvements
 suggestion and try out procedures
 relevant OHS
 quality measurement tools for use in continuous
improvement processes
 established communication channels and protocols
 communication/reporting protocols
 continuous improvement principles and process
 enterprise business goals and key performance indicators
 enterprise information systems management
 enterprise organizational structure, delegations and
responsibilities
 policy and procedure development processes
 relevant health, safety and environment requirements
 relevant national and international quality standards and
protocols
 standard operating procedures (SOPs) for the technical
work performed in work area
 enterprise quality system
Underpinning Skills Demonstrates skills to:
 coach and mentor team members
 gain the commitment of individuals and teams to
continuously improve
 innovate or design better ways of performing work
 communicate with relevant people
 prioritize and plan tasks related to encouraging and
improving use of standardized procedures
 negotiate with others to resolve conflicts and gain

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commitment to standardized procedures
 facilitate other employees in improvement activities
 implement and monitor defined quality system requirements
 initiate continuous improvements within the work area
 apply effective problem identification and problem solving
techniques
 strengthen customer service through a focus on continuous
improvement
 implement, monitor and evaluate quality systems
 implement effective communication strategies
 encourage ideas and feedback from team members when
developing and refining techniques and processes
 analyze training needs and implementing training programs
 prepare and maintain quality and audit documentation
Resources Access may be required to:
Implication  workplace procedures and plans relevant to work area
 specifications and documentation relating to planned,
currently being implemented, or implemented changes to
work processes and procedures relevant to the candidate
 documentation and information in relation to production,
waste, overheads and hazard control/management
 enterprise quality manual and procedures
 quality control data/records
Methods of Competence in this unit may be assessed by using a
Assessment combination of the following to generate evidence:
 demonstration in the workplace
 suitable simulation
 oral or written questioning to assess knowledge of
procedures and contingency management; principles and
techniques associated with change management
 review of the audit process and outcomes generated by the
candidates
Those aspects of competence dealing with improvement
processes could be assessed by the use of suitable
simulations and/or a pilot plant and/or a range of case studies
and scenarios.
In all cases, practical assessment should be supported by
questions to assess underpinning knowledge and those
aspects of competence which are difficult to assess directly.
Assessment simulated workplace setting / environment.

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Sector: Health
Sub-Sector: Pharmacy
Level IV Pharmacy Technology

Services
Level III Hospital-Community Pharmacy

Assisting
Level II Retail Pharmacy Assisting

Page 80 of 81
Acknowledgement
We wish to extend thanks and appreciation to the many representatives of business,
industry, academe and government agencies who donated their time and expertise
to the development of this occupational standard.
We would like also to express our appreciation to the Experts of Ministry of Health,
Ministry of Education (MoE) and Engineering Capacity Building Program (ecbp) who
made the development of this occupational standard possible.
This occupational standard was developed on June 2011 at Addis Ababa, Ethiopia.

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Federal Democratic Republic Of Ethiopia

NTQF Level III

Ethiopia has embarked on a process of reforming its TVET-System. Within the

A Unit of Competence describes a distinct work activity. It is documented in a

The ensuing sections of this EOS document comprise a description of the

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

NTQF Level III

HLT PHA 3 04 0611 HLT PHA 3 05 0611 HLT PHA 3 06 0611

HLT PHA 3 07 0611 HLT PHA 3 08 0611 HLT PHA 3 09 0611

HLT PHA 3 10 0611 HLT PHA 3 11 0611 HLT PHA 3 12 0611

HLT PHA 3 13 0611 HLT PHA 3 14 0611 HLT PHA 3 15 0611

HLT PHA 3 16 1012

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Method of Competence may be assessed through:

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Occupational Standard: Hospital/Community Pharmacy Assisting Level III

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Occupational Standard: Hospital/Community Pharmacy Assisting Level III

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Occupational Standard: Hospital/Community Pharmacy Assisting Level III

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Occupational Standard: Hospital/Community Pharmacy Assisting Level III

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Elements Performance Criteria

1. Communicate 1.1 Appropriate communication method is selected

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Hospital/Community Pharmacy Assisting Version 1

Ministry of Education Hospital/Community Pharmacy Assisting Version 1