Whenever you talk to any customer, remember WWHAM:

Who is it for?

It may not be the customer who needs the treatment. Pregnant and breastfeeding women, men and those under 16 or over 60 years should be referred to the pharmacist.    

What are the symptoms?

This will help you establish if the symptoms are caused by BV, thrush or another condition, and which treatment to recommend.    

How long have the symptoms been present?

Find out if the customer has had the problem before. Refer anyone with repeated bouts of thrush or BV to the pharmacist.   

Action already taken?

This will help you establish what the customer has already tried and whether an alternative product may be more suitable.   

Medication? 

It is important to refer any customer who has a medical condition or is taking other medication. Remember, vaginal problems can be caused by taking antibiotics. 

You don’t have to ask these questions in order, and a customer might give you some of this information without you asking. As long as you get them into the conversation, you should be able to find out the information you need in order to make a recommendation. The golden rule to remember is: if in doubt, refer to the pharmacist. Don’t be embarrassed to ask for their advice as they have a lot of information about products and symptoms to hand that you may not be aware of.