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Health screening has never been more integral to the NHS, and there are many programmes for older people. Advise them not to ignore invitations for vaccinations against illnesses such as influenza, health checks or tests for conditions such as cancer, and to attend regular monitoring appointments for any diseases they may have, for example diabetes, heart disease, high blood pressure or glaucoma, as well as visiting the dentist and optician.

WWHAM questions

Who is it for? It may not be the customer who needs the treatment.

What are the symptoms? Finding out about the symptoms will help you establish what may be causing the problem and what treatment options are available.

How long have the symptoms been present? This will help you determine if the customer has a minor ailment or something more serious.

Action already taken? This will help you establish if the customer has used a product that hasn't helped or wasn't appropriate.

Medication? Older people are more likely to be taking other medications, which OTC treatments may interact with. Refer to the pharmacist when necessary.