Customer scenario
CUSTOMER SCENARIO
Click through the Boots Healthcare Way cycle below to follow this month’s scenario:
Welcome
A mother approaches the counter with her young child.
Find out
She explains that they have been on holiday recently and her child developed dry, itchy skin whilst away, which is still bothering him.
Advise
You decide to use the WWHAM approach to tailor your advice and recommendations.
Who is the medicine for?
The child is 3 years old.What are the symptoms?
His skin is dry and itchy. He has been scratching a lot which is making it worse.
How long has he had the symptoms?
It developed whilst they were on holiday abroad a week ago and hasn’t cleared up.
Action taken?
They used aftersun each evening whilst away.
Medications or medical conditions?
The child isn’t taking any medicines or suffering from any conditions.
You could explain to the mother how swimming and heat can affect the skin, making it dry and itchy. The skin barrier can be restored by using an emollient. As the skin is also itchy, an emollient that manages itchiness might be advised.
Personalise
You could advise the mother on how to prevent this happening again:
Shower the child after swimming to remove chlorine
Keep the child hydrated
Use a sunscreen designed for dry, sensitive skin
Use an emollient after sun exposure.
Build loyalty
You can reassure the mother that the emollient should improve the skin texture soon and will also help the itchiness. If she has any other concerns she should return for more advice.