Conversation guide for pharmacy support staff
Conversation guide for pharmacy support staff
Are you confident in your customer consultations? Use the guide below to support you at the counter.
Who is
the customer?
Making a recommendation
- Customer pregnant or breastfeeding: unable to use Difflam™. Offer appropriate self-care advice
- Customer over 6 years: Difflam™ Lozenges may be suitable
- Customers under 6 years, adolescents and adults: Difflam™ Throat Spray may be suitable
- Customer has weakened immune system e.g. has diabetes or undergoing chemotherapy
- Customer has asthma
What are the
symptoms?
Making a recommendation
- Dry throat, painful to swallow: offer self-care advice and pain relief such as Difflam™
- Customer appears significantly unwell
- Customer gets sore throats frequently
- Signs of a more serious medical condition
- Has high risk of complications
How long have they
had the symptoms?
Making a recommendation
- Less than 1 week: offer self-care advice and pain relief using Difflam™
- Over 1 week with no improvement
Action
already taken?
Making a recommendation
- No action has been taken: offer appropriate self-care advice and pain relief using Difflam™
- Customer has tried pain relief or medicated lozenges/sprays, and seen no improvement after 3 days
Any other Medication
being taken?
Making a recommendation
- On no other medication: offer appropriate self-care advice and pain relief using Difflam™
- On any other medication: look out for carbimazole, methotrexate or other DMARDs (disease-modifying anti-rheumatic drugs)
| Key questions | Making a recommendation | When to refer | |
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Who is the customer? |
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What are the symptoms? |
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How long have they had the symptoms? |
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Action already taken? |
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Any other Medication being taken? |
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Note: Remember to always check for allergies.