WWHAM questions

Who is it for? It may not be the customer who needs the treatment. Certain antihistamines are not suitable for children under 12 years.

What are the symptoms? Ask the customer to describe all of their symptoms so that you can establish the most appropriate treatment and whether they need to be referred to the pharmacist.

How long have the symptoms been present? This might help you find out what is causing the allergy. If your customer has hayfever-type symptoms out of season, they may have an allergy to something else, such as dust mites.

Action already taken? This will tell you if the customer has used a product that hasn't helped or wasn't appropriate for their symptoms. Remember, certain nasal decongestants can cause rebound congestion if used for long periods.

Medication? It is important to find out if the customer is taking prescribed or OTC medicines and if so, refer them to the pharmacist.

When to refer to the pharmacist

• If symptoms don't improve or get worse after OTC treatment
• If there is wheezing, a tight chest or breathlessness
• If there is a history of asthma or eczema
• Anyone who is pregnant or breastfeeding
• If you suspect a severe reaction (anaphylactic shock) €“ this is an emergency.