Interactive case study
Interactive case study
A customer asks if she can speak privately with you about symptoms she has been experiencing. On asking her a couple of questions, you find out her vagina has been feeling very dry, itchy and sore. This is starting to affect her life; for example, causing discomfort during sex. She is currently going through the menopause and has hormone replacement therapy (HRT) from her GP but wants something that will help ease these symptoms quickly.
Which of the following are appropriate initial responses to this query?
Please click on the advice you find appropriate. There is more than one correct answer to find before moving on to the next page.
Reassure the customer that her symptoms are common and can usually be eased by using products such as vaginal moisturisers Keep talking to this customer in front of other peopleIncorrect
You should make an effort to put the customer at ease and respect their privacy. If possible, try to have these conversations in a quiet area of the pharmacy or in the consultation room. Listen carefully to what the customer tells you, and ask questions to check your understanding and help minimise their embarrassment.
Incorrect
The symptoms of vaginal dryness vary from woman to woman and can include:
o Soreness o Dryness o Irritation o Burning sensation.1
Since these symptoms can also be caused by other conditions, such as vaginal thrush, it is important that you and your staff ask the customer further questions (for example, whether there is any discharge) to rule them out.1. webmd.boots.com/women/guide/vaginal-dryness [Last accessed June 2016].