Specific Product Requests

Introduction

In community pharmacy, there are often customers who come in with specific product requests, instead of seeking professional advice for their symptoms.

• Nonetheless, this does not mean they are always making the correct choice.

Why?

This type of purchasing behaviour can be due to several factors.

• From past experience
• The customer has found a particular product successful in treating a recurrent condition and is familiar with its signs and symptoms.
• The customer has taken advice from family, friends or Mr Google.
• Although with good intention, advice from friends or relatives could be harmful sometimes.
• The influence of heavy advertising of branded products.

Investigate the Needs

As a healthcare professional, pharmacists should make an effort to ensure that patients receive the most appropriate treatment. To achieve this, it is important to ask relevant questions:

• What is the medication for?
• Are there any other symptoms?
• How long have you been experiencing these symptoms?
• What treatments have you tried before?
• Are you taking any other medications?
• Are you pregnant or breastfeeding?

Over-the-counter Misuse

Some customers may become puzzled or even hostile when questioned about their choice of purchase.

• While dealing with difficult customers can be challenging, pharmacists should strive to remain calm and professional.

Over-the-counter (OTC) medicines are also prone to misuse!

• Sedative antihistamines, including those contained in cough medicines, may be used chronically for insomnia, leading to dependence.
• Laxatives may be misused for weight loss, particularly by female patients and those with anorexia nervosa.
• Sympathomimetics such as pseudoephedrine may be used for their alerting and euphoric effects, for fatigue or for the manufacture of amphetamines.

Summary

In addition to answering patients' questions and providing advice, pharmacists should respect the patient's right to make their own decisions about their care.

• It is important to strike a balance between offering guidance and acknowledging patient autonomy.