The WWHAM Pathway: steps 4-6
04: Check your understanding
Once you have the customer's information, repeat back the key points to check that your understanding is correct. This shows that you are listening and interested in what the customer has said and allows you to correct any misunderstandings. Never make assumptions.
05: Recommend or Refer?
Once you have established all of the appropriate information, you will be in a better position to either recommend a suitable product or refer to the pharmacist. If a referral is required then let the customer know why in a polite and reassuring tone so that you don't alarm them. When speaking to the pharmacist about a customer, make sure you are away from other customers and that you pass on all of the information.
06: Final words
As you are finishing the conversation and putting any products into a bag, take the opportunity to pass on important dosage or usage instructions about the medicines, and ask the customer if they would like any further information.
Practice point
Ask your pharmacist to show you your pharmacy's sales of medicines protocol as it will cover the WWHAM questions and who you should refer to the pharmacist.