WWHAM questions

Who is it for? It may not be the customer who needs the treatment. Acne normally affects people in their teens and 20s. If older customers have spots, it may be a sign of a different condition. Not all treatments are suitable for children.

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

How long have the symptoms been present? This may help to establish whether the acne is mild, moderate or severe. Sufferers who have cold sore lesions lasting longer than 10 days may need to be referred because cold sores should heal within this time, even without any treatment.

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.

Medication? It is important to find out if the customer is taking other medicine as some, such as oral contraceptives and steroids, can cause acne. Refer anyone who is taking other medication or has an underlying medical condition to the pharmacist.

When to refer to the pharmacist

Acne:

• If an adult has spots for the first time
• Anyone who has already used OTC products but seen no change after two months
• Anyone who is allergic to benzoyl peroxide
• If the spots suddenly worsen
• If there is visible scarring

Cold sores:

• If cold sores have lasted longer than 10 days or there are a large number of cold sores
• If cold sores have spread to other areas of the face
• Those whose cold sores are very painful or look infected (e.g. have a yellow crust)
• Sufferers with other symptoms, such as a fever or swollen glands
• Anyone who has a weakened immune system, e.g. from chemotherapy or HIV
• Babies and infants.