Customer scenario 1
CUSTOMER SCENARIO 1
LOOKING FOR LONGER-LASTING RELIEF
A customer presents in the pharmacy complaining of a burning sensation in their chest and a sour taste in their mouth. The customer says they have tried Gaviscon Advance, which has provided some relief, but they want to know if there is anything else they could try in addition to achieve longer-lasting relief?
WHAT TO THINK ABOUT
- How Guardium Acid Reflux Control differs in action compared to Gaviscon Advance and can tackle symptoms at their source
- Using a combination of different products can offer effective symptom relief
- Red flag symptoms and when customers should be referred to their GP.
You should remind customers that OTC products are for short-term use. There are some symptoms that would warrant referral to a doctor for further investigation, so listen out for red flag symptoms when having conversations with customers and refer to the pharmacist when necessary.
EXAMPLES OF SYMPTOMS/CUSTOMER GROUPS WHO MAY NEED REFERRAL:1
- Unexplained weight loss
- Recurrent vomiting
- Blood in the vomit
- Black, tarry stools
- Difficulty swallowing (dysphagia)
- Had previous gastric ulcer or gastrointestinal surgery
- Jaundice or severe liver disease
- Symptoms that wake the customer at night
- Been on continuous symptomatic treatment for indigestion or heartburn for 4 or more weeks
- Customers aged over 55 years with new or recently changed reflux symptoms
- Customers who have tried OTC products and made lifestyle changes but still have symptoms.