Customer scenario
CUSTOMER SCENARIO
Click through the Boots Healthcare Way cycle below to follow this month’s scenario on summer skin:
Welcome
A woman in her thirties approaches the counter with a visible rash on her arms and neck.
You welcome her in a friendly, approachable way and give her your full attention.
Find out
The customer asks for help with the rash. She has had it for the last 24 hours and thinks it’s prickly heat since she was at the beach the previous day.
Advise
You decide to use the WWHAM approach to tailor your advice.
Who is the medicine for?
You know the request is for the customer.-
What are the symptoms?
The rash is itchy and looks like small, red spots. 
How long has he had the symptoms?
You know the rash has been there for 24 hours.
Action taken?
The customer tried a moisturiser on the rash but it didn’t help and made it itchy.
Medications or medical conditions?
The customer does not take any other medicines.
You recognise the rash as prickly heat and can see the customer is finding it irritating.
Personalise
You could offer the following advice:
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Apply a cold damp towel to the rash
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Pat the rash instead of scratching it
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Avoid applying perfumed creams or soaps on the skin
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Take an antihistamine to help ease itching.
Build loyalty
Reassure your customer that she can come back to the pharmacy if she needs any more help or advice.
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Advise the customer to wear light loose-fitting clothing in the heat to prevent sweating and keep skin cool
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Make sure to drink lots of water
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Take cool showers to keep skin cool
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Advise them to use a light water-based sunscreen to reduce sweating and prevent pores becoming blocked. A good skin cleansing routine can help with this too.