SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Interact with clients in a health and pharmaceutical environment 
SAQA US ID UNIT STANDARD TITLE
256476  Interact with clients in a health and pharmaceutical environment 
ORIGINATOR
SGB Pharmacy 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 09 - Health Sciences and Social Services Curative Health 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is intended for individuals who interact with either internal or external clients in a range of health care settings. This unit standard is intended for individuals who will function under supervision and carry out established and familiar procedures in familiar environments. These individuals will be able to present a positive image to clients, respond to general enquiries in a professional, friendly and pro-active manner, and provide basic information about health care products and services. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learner is competent in:
  • Mathematical Literacy at NQF Level 2.
  • Communication at NQF Level 2.
  • The Unit Standards:
    > ID 256477: Define health promotion in the South African context.
    > ID 256485: Apply ethical and legally compliant behaviour in the pharmaceutical and health environments. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the standards for client service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Batho Pele principles are applied in the workplace. 

    ASSESSMENT CRITERION 2 
    The policy on client service is described in terms of the organisational requirements. 

    ASSESSMENT CRITERION 3 
    Client service standards in respect of own job are explained focussing on legislative and organisational requirements. 

    SPECIFIC OUTCOME 2 
    Present a professional image to clients. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Personal appearance is consistent with professional standards and organisation specific guidelines. 

    ASSESSMENT CRITERION 2 
    Clients are acknowledged and greeted according to organisational requirements. 

    ASSESSMENT CRITERION 3 
    The housekeeping standards of the facility are correctly adhered to at all times. 

    ASSESSMENT CRITERION 4 
    The legislated requirements relating to the facility layout and image is understood and explained focussing on the need for compliance with legislation. 

    SPECIFIC OUTCOME 3 
    Respond to client enquiries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Clients are approached in a pro-active manner and according to facility standards. 

    ASSESSMENT CRITERION 2 
    Special needs of clients are understood in relation to the assistance that can be offered. 

    ASSESSMENT CRITERION 3 
    The client's query is clearly understood and responded to according to facility standards. 

    ASSESSMENT CRITERION 4 
    Communication with the client is conducted in a manner that enhances the image of the health care industry. 

    ASSESSMENT CRITERION 5 
    Issues that cannot be resolved are referred via the appropriate channels in accordance with the facility's standards to a person who can solve them. 
    ASSESSMENT CRITERION RANGE 
    Issues include questions relating to products, service delivery, complaints and queries.
     


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA or ETQA that has a Memorandum of Understanding in place with the relevant ETQA.
  • Moderators must be accredited and allocated by the relevant ETQA or ETQA that has a Memorandum of Understanding in place with the relevant ETQA. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Generally accepted methods for promoting the image of the facility.
  • Functioning in a professionally accepted manner.
  • The facility's client service standard.
  • Service requirements in respect of own job function.
  • Basic principles of non-verbal communication.
  • Organisation's channels and procedures of referring issues.
  • Communication skills such as active listening and questioning.
  • Organisational housekeeping standards. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solving problems.

    Refer to the following Specific Outcomes:
  • Respond to client enquiries. 

  • UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a team.

    Refer to the following Specific Outcomes:
  • Present a professional image to clients.
  • Respond to client enquiries. 

  • UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one's activities.

    Refer to all Specific Outcomes. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information.

    Refer to the following Specific Outcomes:
  • Identify the standards for client service.
  • Present a professional image to clients. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively.

    Refer to the following Specific Outcomes:
  • Present a professional image to clients.
  • Respond to client enquiries. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related system.

    Refer to the following Specific Outcome:
  • Identify the standards for client service. 

  • UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Professional in this context is defined as including being positive, pro-active, ethical, appropriate and knowledgeable. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  72049   National Certificate: Pharmacist Assistance  Level 3  NQF Level 03  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.