Whenever you talk to any customer, remember to WWHAM:

Who is it for?

It may not be the customer who needs the treatment. Some treatment options are only suitable for adults.    

What are the symptoms?

Ask the customer to describe the headache and whether they have any other symptoms, such as visual disturbances. Headaches with a rash, stiff neck or vomiting – especiallyin children – should be referred to the pharmacist.     

How long have the symptoms been present?

You need to find out if the customer has had this type of headache before and if they have any ideas about what may have triggered it.   

Action already taken?

This will help to establish what they have already tried so that you can recommend a different active ingredient or format if necessary. The possibility of a medication overuse headache may be established at this stage.

Medication?

It is important to refer customers who are taking any other medication, or have a medical condition, to the pharmacist.

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.