Module 1 looked at the context of emergency contraception (EC) and Module 2 considered the different EC options available and the guidelines associated with its supply. This module looks at how to put all of that knowledge into practice.

It is usually the person asking for the EC who initiates the conversation. Whatever a woman’s circumstances, the priority should be to direct her to a private area of the pharmacy and reassure her that everything she says will be treated in confidence. It’s important to put her at ease and remain professional, compassionate and non-judgemental.

Some women may prefer to have a friend or relative to sit in with them during the consultation. In this case, professional judgement should be used to ensure this is in the customer’s best interests and there is no risk of coercion to take or not to take EC. This might include initially insisting on questioning the customer alone to see whether they would like the person to sit in or not.

As part of reassuring customers, particularly young people, pharmacies should display a statement of confidentiality, using words such as: “We provide a confidential service to everyone, including people under the age of 16. This means that you can tell others about why you’re here but we won’t. The only reason we might have to pass on confidential information would be to protect you or someone else from very serious harm. We would aim to discuss this with you first.”

Ensuring the customer is relaxed and reassured is important so it can be helpful to say something like: “To ensure that you get the right treatment, I need to ask you some questions, some of which are quite personal in nature. Is that OK?”