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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.

	Key questions	Making a recommendation	When to refer
	Who is the customer?	Customer pregnant or breastfeeding: unable to use Difflam^™. Offer appropriate self-care advice Customer over 6 years: Difflam^™ Lozenges may be suitable Customer under 6 years: 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?	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?	Less than 1 week: offer self-care advice, educate about antibiotic resistance and offer pain relief using Difflam^™	Over 1 week with no improvement
	Action already taken?	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?	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)

Note: Remember to always check for allergies.

Managing sore throats

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