WWHAM questions

Ask these questions as part of the conversation so the customer does not feel interrogated.

Who is it for? It may not be the customer who needs the treatment. Remember that H2-antagonists are not normally recommended for pregnant or breastfeeding women without medical advice.

What are the symptoms? Ask the customer about all of their symptoms so that you can establish whether they are describing indigestion, heartburn or something more serious.

How long have the symptoms been present? Customers who suffer from chronic or long-term indigestion or heartburn should be referred to the pharmacist.

Action already taken? This will help establish what the customer has already taken or used so that you can recommend a product with a different active ingredient if necessary.

Medication? It is important to refer customers who are taking other medication to the pharmacist.

When to refer to the pharmacist

• Symptoms that are very frequent or occurring with increasing frequency
• Symptoms that have lasted for more than two weeks, despite use of an OTC product
• Discomfort or pain related to exercise
• First-time sufferers over the age of 45 years
• Pregnant women
• Children
• There is weight loss without dieting
• There is difficulty swallowing or a feeling that food gets stuck when swallowing
• The customer regularly takes aspirin or NSAIDs
• Blood in the stools; pain radiating into the arm or back; breathing difficulties, chest tightness and vomiting.