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: 

Care for customers in the medical pathology and blood transfusion fields 
SAQA US ID UNIT STANDARD TITLE
252395  Care for customers in the medical pathology and blood transfusion fields 
ORIGINATOR
SGB Phlebotomy Technicians 
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 
A learner assessed as competent against this unit standard will be able to meet the needs and expectations of various types of customers in a positive manner; acknowledge the problem and manage it according to organisational procedures. The learner will appreciate the nature of the medical pathology and blood transfusion environments and operate in them with sensitivity. The learner will also be able to reflect on their own performance and the impact it can have on the organisation and the customer.

Learners credited with this standard will be able to:
  • Identify customer service needs in medical pathology or blood transfusion fields.
  • Demonstrate knowledge of communicate skills needed to interact with customers.
  • Manage customer complaints and queries. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this unit standard will have demonstrated competency in:
  • Language and communication skills at or equivalent to NQF Level 3. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify customer needs in medical pathology or blood transfusion fields. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The needs and expectations of both internal and external customers are identified. 
    ASSESSMENT CRITERION RANGE 
  • External clients include but are not limited to doctors, hospital staff, patients, donors, insurance brokers, suppliers of goods and services and visitors.
  • Internal clients include colleagues in all departments of the organization.
     

  • ASSESSMENT CRITERION 2 
    The concept of responsibility in customer care is explained with reference to the benefits to the individual, customer and organization. 

    ASSESSMENT CRITERION 3 
    Case studies are analysed to assess the quality of service. 

    ASSESSMENT CRITERION 4 
    The organisation`s policies and procedures regarding customer care is explained. 

    ASSESSMENT CRITERION 5 
    The impact of poor customer service is explained in relation to the customer, individual and the organization. 

    ASSESSMENT CRITERION 6 
    Innovative solutions to improve customer service and their potential benefit to the company are suggested. 

    SPECIFIC OUTCOME 2 
    Demonstrate knowledge of communication skills needed to effectively interact with customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Barriers that may affect the communication process are identified and methods to overcome these barriers are explained. 
    ASSESSMENT CRITERION RANGE 
    Communication barriers include but are not limited to:
  • Cultural diversity, age, physical, emotional and mental state as well as special needs.
     

  • ASSESSMENT CRITERION 2 
    Verbal, vocal and non verbal communication skills are utilized when dealing with customers. 
    ASSESSMENT CRITERION RANGE 
  • Verbal: Language words, jargon, slang.
  • Vocal - Tone, style, volume, pitch.
  • Non-verbal - Eye contact, gestures, posture, body language.
  • Communication can either be face to face or over the phone.
     

  • ASSESSMENT CRITERION 3 
    Active listening skills are described and applied. 

    SPECIFIC OUTCOME 3 
    Manage customer complaints and queries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Information that is needed to address a query is gathered and analysed to determine an appropriate response. 

    ASSESSMENT CRITERION 2 
    Possible options to respond to complaints and/or queries are considered and the most appropriate solution is selected. 

    ASSESSMENT CRITERION 3 
    Customer complaints are resolved according to individual level of responsibility and are referred to the appropriate person for follow up. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    N/A 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The policies and protocols for customer service of the organisation. 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made when:
  • Dealing with internal and external customers.
  • Considering various options to resolve the complaint/query.
  • Determining whether a complaint or query needs to be referred to higher authority. 

  • UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation, community to:
  • Ensure that customers receive good service.
  • Queries and complaints are addressed promptly and by the right personnel. 

  • UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsively and effectively when:
  • Interacting with customers.
  • Referring the matter to higher authority.
  • Assessing one's own performance. 

  • UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information to:
  • Respond to a query/complaint.
  • Maintain the organisation's image. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation to:
  • Acknowledge and understand the query/complaint.
  • Ensure that the proper information is obtained.
  • Record the query.
  • Refer the matter appropriately. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising that the problem-solving contexts do not exist in isolation when engaging with customers and resolving a variety of queries/complaints that impact on the lives of customers and the image of the organisation. 

    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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  59345   Further Education and Training Certificate: Phlebotomy Techniques  Level 4  NQF Level 04  Reregistered  2023-06-30  HPCSA 


    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.