Whenever you talk to any customer, remember WWHAM

Who is it for?

Bear in mind that men and children under 12 years of age with cystitis are among those who should be referred to the pharmacist.    

What are the symptoms?

It is important to establish all of the customer’s symptoms. Anyone with blood in their urine or abdominal or lower back pain should be referred to the pharmacist.   

How long have the symptoms been present?

Find out if the customer has had the problem before. Anyone who is having repeated bouts of cystitis should be referred to the pharmacist.      

Action already taken?

This will help you establish whether the customer is drinking plenty of fluids and if they have already tried a treatment.

Medication?

It is important to refer to the pharmacist any customer who has a medical condition, such as diabetes, or who is taking medication.

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.