Reassure the customer that it sounds like a build up of earwax that in many cases can be managed with an OTC product

There are products from the Otex range that can soften and help remove the wax. Pain might have indicated an infection.

Refer him to his GP as he may have a perforated eardrum

As he is not complaining of pain or any fluid leaking from the ear this is unlikely.

Tell him that he could use a cotton bud to clean the ear canal

Cotton buds or other objects should not be used to clean the ear as they may cause damage or irritation or push wax further into the ear.

Recommend that he uses Otex Express Combi Pack without asking any further questions

Although the product may be suitable, pharmacy assistants should ask how long ago he had his ear syringed and whether he uses a hearing aid. Also, he may prefer to use a slower acting but natural olive oil product.

Ask him some additional questions as per the pharmacy protocol. Check it wasn’t recently that he had his ears syringed. Ask if he uses a hearing aid and discuss the range of products available.

Ear drops shouldn’t be used when wearing a hearing aid or if the ears have been syringed in the last two to three days. He may also have preference for the type of treatment to use.