Recommend or refer?


  • Welcome
  • Decision making
  • The WWHAM Pathway Part 1
  • The WWHAM Pathway Part 2
  • Competition
  • Action & Evaluation


This Service Excellence module is about whether to recommend a product or refer customers to the pharmacist. It will consider the steps you need to take to make this decision, including the WWHAM questions.

Should you refer a customer to the pharmacist? Or should you recommend a product to them?


After studying this module, assistants will:

  • Be able to find out all the required information
  • Understand which customers to refer to the pharmacist.

About this module

This module is suitable for all members of the pharmacy team who wish to increase their knowledge of communication skills. This module has been endorsed with the NPA’s Training Seal as suitable for use by pharmacy teams as part of their ongoing learning.



Click here to download a PDF of the module as it appeared in print. You can still use your online learning log to record your learning outcomes and impact on your practice.


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