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2017 HCHB_digital

Selling OTC Products

Selling OTC Products Building a rapport with your customers is one of the most important things you can do for the pharmacy you work for. Customers are more likely to come back if they feel listened to, valued, and if you give good advice. In some circumstances, foregoing a sale in favour of refering somebody to a doctor or other health professional is more likely to result in repeat business from that customer than just selling them something for the sake of it. Selling points Make sure you are well presented before you even walk on the shop floor. Pharmacies are viewed by the public as professional businesses, so it is important that your own personal grooming reflects this. Hair, nails and make-up should be neat; and uniforms, clean and ironed. Keep your body language open and friendly and have a smile on your face. Pharmacy staff are expected to have good product knowledge and be able to explain key differences between a wide range of products that look and sound the same, and are used for a similar purpose. Consider enrolling in a pharmacy assistant or technician training programme to gain this knowledge in a structured way, or use this handbook and online resources to educate yourself about the most common ingredients used in over-the-counter products. Determine which ingredients are used for particular symptoms; for example, phenylephrine and oxymetazoline relieve nasal congestion, pholcodine and dextromethorphan relieve a dry cough. This saves you from having to remember confusing brand names, and allows you to pick up any product box and read and explain the ingredients off the label. Once you have conducted your initial visual assessment (see previous page) use the information you have gained and your product knowledge to select the best product for that particular customer. Be mindful that some elderly customers may have already spent a significant amount of time and effort at a doctor’s rooms before presenting a script at your pharmacy, so offer them a seat or a glass of water if they look tired. If at any time you feel unsure about your advice or out of your depth, refer the customer to a pharmacist or senior staff member, whoever is the most appropriate. Once you have chosen a product for your customer, or if a customer has selfselected an appropriate product, cover the following points: • discuss the DOSE, FREQUENCY OF ADMINISTRATION, and HOW LONG each product should be used • reiterate the NAME of the product and mention OTHER NAMES that the product may be called to avoid therapy duplication • offer ADVICE (refer to the “Advice for customers” section for each common disorder) • encourage FOLLOW-UP, and advise customers to return, or seek medical advice if the problem persists for more than a few days, despite treatment • suggest customers TELL THEIR DOCTOR, or any other pharmacy they visit, that they are using this product so as to avoid possible interactions or duplications • THANK the customer for their purchase and finish off the sale with a smile! Lastly, confidentiality is another key aspect of pharmacy, and one that customers expect you to uphold. Never discuss specific sales, conversations, or medication histories with other people outside of your pharmacy. Act respectfully when told sensitive information and do not judge. This publication is not intended to provide definitive product advice. For further product details of prescription and most OTC products refer to www.mims.co.nz or www.medsafe.co.nz or contact the company that manufactures the product. Page 8 HEALTHCARE HANDBOOK 2017-2018 Introduction

HELP KIDS BE THEMSELVES AGAIN NEW LOOK Fast Acting - 1 hour Non-drowsy Great Tasting Raspberry Flavour Hayfever can affect sleep and make children drowsy 1 , so recommend a treatment that doesn’t. Telfast Oral Liquid is suitable for hives in children over 6 months & hayfever in children 2-11 years old. It is non-drowsy, fast-acting and helps relieve hayfever symptoms such as sneezing, runny nose, itchy eyes & throat as well as itchy skin, rash & hives. Help your customer’s children breakthrough hayfever allergies with Telfast. Pharmacy Medicine. Contains fexofenadine hydrochloride 30mg/5ml. For itchy skin rash/hives (6-23 months): take 2.5ml twice daily as required. For itchy skin rash/hives & hayfever allergies (2-11 years): take 5ml twice daily as required. Telfast is generally well tolerated, headaches may occur. Caution when driving. Always read the label and recommend only as directed. Full product information is available on request from Sanofi, Auckland 0800 283 684 or at www.medsafe.govt.nz. TAPS PP8624. CHCANZ.CFEX.16.09.0913b 1. http://www.bpac.org.nz/BPJ/2009/November/hayfever.aspx www.telfast.co.nz Page 9

  • Page 1 and 2: HEALTHCARE HANDBOOK incorporating t
  • Page 3 and 4: 2017-2018 HEALTHCARE HANDBOOK PUBLI
  • Page 5 and 6: Index Common Disorders Acne--------
  • Page 7 and 8: Asthma and COPD CONTINUING OTC EDUC
  • Page 9: Head and scalp • Condition of hai
  • Page 14 and 15: NUROFEN ZAVANCE* IS ABSORBED UP TO
  • Page 16 and 17: Acne Acne is a common skin problem
  • Page 18 and 19: Allergies An allergy occurs when th
  • Page 20 and 21: Asthma and COPD Asthma New Zealand
  • Page 22 and 23: Baby Feeding Breastfeeding is best
  • Page 24 and 25: Bites and Stings Bites and stings c
  • Page 26 and 27: Bruises, Scars, Spider Veins Bruise
  • Page 28 and 29: Childhood Diseases and Immunisation
  • Page 30 and 31: Childhood Diseases and Immunisation
  • Page 32 and 33: Childhood Diseases and Immunisation
  • Page 34 and 35: Childhood Diseases and Immunisation
  • Page 36 and 37: Childhood Pain and Baby Teething Pa
  • Page 38 and 39: Colds A cold is a contagious viral
  • Page 40 and 41: Cold Sores Cold sores are fluid-fil
  • Page 42 and 43: Constipation Constipation is the te
  • Page 44 and 45: Contraception & Sexual Wellbeing Co
  • Page 46 and 47: Contraception: Emergency Emergency
  • Page 48 and 49: Coughs: Dry Coughs are called dry o
  • Page 50 and 51: Coughs: Productive Coughs are consi
  • Page 52 and 53: Cuts, Abrasions and Blisters This t
  • Page 54 and 55: Cystitis [Bladder Infection] Cystit
  • Page 56 and 57: Dandruff Dandruff is a common condi
  • Page 58 and 59: Dermatitis/Eczema Dermatitis is a g
  • Page 60 and 61:

    Diabetes Diabetes is a condition in

  • Page 62 and 63:

    Diarrhoea and Vomiting Diarrhoea an

  • Page 64 and 65:

    Dry Skin Dry skin is skin that lack

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    Ear Conditions Our ears allow us to

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    Eye Conditions Almost two-thirds of

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    Eye Conditions (continued) Type Sym

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    Eyes: Contact Lenses Contact lenses

  • Page 74 and 75:

    Fever What is fever Fever is define

  • Page 76 and 77:

    Foot Care Common foot problems incl

  • Page 78 and 79:

    Fungal Infections: Superficial Supe

  • Page 80 and 81:

    Fungal Nail Infections (Onychomycos

  • Page 82 and 83:

    Gout Historically known as the “d

  • Page 84 and 85:

    Haemorrhoids Haemorrhoids (also cal

  • Page 86 and 87:

    Hair Loss Alopecia is the medical t

  • Page 88 and 89:

    Hay Fever Hay fever (also called in

  • Page 90 and 91:

    Hay Fever (continued) TREATMENT OPT

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    Headache Headaches are common and c

  • Page 94 and 95:

    Head Lice Head lice (pediculosis ca

  • Page 96 and 97:

    Heart Health Cardiovascular (CV) di

  • Page 98 and 99:

    Indigestion, Heartburn and Gastriti

  • Page 100 and 101:

    Influenza Influenza (flu) is a comm

  • Page 102 and 103:

    Influenza (continued) TREATMENT OPT

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    Iron Deficiency Iron is an essentia

  • Page 106 and 107:

    Irritable Bowel Syndrome Irritable

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    Menopause Menopause - the “change

  • Page 110 and 111:

    Migraine Migraines are a type of se

  • Page 112 and 113:

    Muscular Aches, Pains and Tightness

  • Page 114 and 115:

    Nappy Rash Nappy rash is a red rash

  • Page 116 and 117:

    Oral Health Oral health disorders i

  • Page 118 and 119:

    Osteoarthritis Osteoarthritis is th

  • Page 120 and 121:

    Osteoporosis Osteoporosis (meaning

  • Page 122 and 123:

    Period Pain and Endometriosis Perio

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    Poisonings Any substance that has t

  • Page 126 and 127:

    Pregnancy Tests and Supplements Hom

  • Page 128 and 129:

    Preventive Health There are certain

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    Probiotics and Prebiotics Probiotic

  • Page 132 and 133:

    Psoriasis Psoriasis is a long-term

  • Page 134 and 135:

    Scabies Scabies is a very contagiou

  • Page 136 and 137:

    Shingles Shingles (herpes zoster) i

  • Page 138 and 139:

    Sinus and Nasal Problems Sinuses ar

  • Page 140 and 141:

    Sleep Problems and Snoring Sleep is

  • Page 142 and 143:

    Smoking Cessation Almost 5000 New Z

  • Page 144 and 145:

    Sore Throat Sore throats are very c

  • Page 146 and 147:

    Strains and Sprains Sprains and str

  • Page 148 and 149:

    Sun Care Sunburn Sunburn occurs fro

  • Page 150 and 151:

    Sun Care: Eye Protection Protecting

  • Page 152 and 153:

    Sweating: Excessive (Hyperhidrosis)

  • Page 154 and 155:

    Toothache Toothache is the term use

  • Page 156 and 157:

    Travel Health (including Vaccinatio

  • Page 158 and 159:

    Travel Sickness Travel, or motion,

  • Page 160 and 161:

    Urinary Incontinence Urinary incont

  • Page 162 and 163:

    Urticaria (Hives) Urticaria refers

  • Page 164 and 165:

    Vaginal Health The vagina is a clos

  • Page 166 and 167:

    Varicose Veins and Support Stocking

  • Page 168 and 169:

    Vitamins and Dietary Supplements Vi

  • Page 170 and 171:

    Warts Warts are benign (non-cancero

  • Page 172 and 173:

    Weight Loss Obesity has reached epi

  • Page 174 and 175:

    Worms Pinworms (Enterobius vermicul

  • Page 176 and 177:

    Wound Care Our skin acts as a barri

  • Page 178 and 179:

    Wound Care (continued) Wound type M

  • Page 180 and 181:

    Glossary WHAT DOES THAT WORD MEAN?

  • Page 182 and 183:

    Chapter References (continued) Diar

  • Page 184 and 185:

    Chapter References (continued) Gord

  • Page 186 and 187:

    Significant learning opportunity: W

  • Page 188 and 189:

    PharmacyToday A part of your everyd

  • Page 190 and 191:

    OTC Medicines: Interactions When se

  • Page 192 and 193:

    OTC Medicines: Interactions OTC Med

  • Page 194 and 195:

    OTC Medicines: Interactions OTC Med

  • Page 196 and 197:

    OTC Medicines: Interactions OTC Med

  • Page 198 and 199:

    OTC Medicines: Precautions OTC Medi

  • Page 200 and 201:

    OTC Medicines: Precautions OTC Medi

  • Page 202 and 203:

    OTC Medicines: Adverse Effects OTC

  • Page 204 and 205:

    Herbal Supplements: Interactions He

  • Page 206 and 207:

    Herbal Supplements: Interactions He

  • Page 208 and 209:

    Herbal Supplements: Interactions He

  • Page 210 and 211:

    Herbal Supplements: Interactions He

  • Page 212 and 213:

    Drugs in Sport Treating Athletes Me

  • Page 214 and 215:

    Drugs in Aviation AVIATION - PRECAU

  • Page 216 and 217:

    Drugs in Pregnancy Drug use in preg

  • Page 218 and 219:

    NZ Support Groups ADHD Association

  • Page 220 and 221:

    NZ Support Groups New Zealand AIDS

  • Page 222 and 223:

    HEAT or INFLAMMATION Unlike heat ru

  • Page 224 and 225:

    OTC Products Over-the-counter produ

  • Page 226 and 227:

    OTC Products Index Foot Care - Fung

  • Page 228 and 229:

    »» Acne CRYSTADERM CREAM AFT PHAR

  • Page 230 and 231:

    »» Childhood Pain and Baby Teethi

  • Page 232 and 233:

    »» Colds BONNINGTON’S IRISH MOS

  • Page 234 and 235:

    CODRAL RELIEF MAX STRENGTH COLD & F

  • Page 236 and 237:

    OTRIVIN JUNIOR GLAXOSMITHKLINE CONS

  • Page 238 and 239:

    DULCOLAX SANOFI CONSUMER HEALTHCARE

  • Page 240 and 241:

    BENADRYL MUCUS RELIEF DOUBLE ACTION

  • Page 242 and 243:

    »» Dandruff COCO-SCALP AFT PHARMA

  • Page 244 and 245:

    EAR CLEAR WILSON CONSUMER PRODUCTS

  • Page 246 and 247:

    »» Foot Care - Fungal Infections

  • Page 248 and 249:

    TELFAST ORAL LIQUID SANOFI CONSUMER

  • Page 250 and 251:

    NUROFEN ZAVANCE RECKITT BENCKISER (

  • Page 252 and 253:

    MOOV HEAD LICE SOLUTION DOUGLAS PHA

  • Page 254 and 255:

    GAVISCON DUAL ACTION LIQUID RECKITT

  • Page 256 and 257:

    CODRAL COLD & FLU + COUGH JOHNSON &

  • Page 258 and 259:

    »» Irritable Bowel Syndrome GASTR

  • Page 260 and 261:

    VOLTAREN EMULGEL GLAXOSMITHKLINE CO

  • Page 262 and 263:

    TURMERIC EXTRA STRENGTH GOOD HEALTH

  • Page 264 and 265:

    PREGNOSIS EARLY PREGNANCY TEST DIP

  • Page 266 and 267:

    »» Sexual Wellbeing - Contracepti

  • Page 268 and 269:

    SUDAFED PE SINUS DAY + NIGHT RELIEF

  • Page 270 and 271:

    NICORETTE INHALATOR JOHNSON & JOHNS

  • Page 272 and 273:

    STREPSILS PLUS LOZENGES RECKITT BEN

  • Page 274 and 275:

    TRAVACALM TRAVEL BAND WILSON CONSUM

  • Page 276 and 277:

    CRYSTADERM CREAM AFT PHARMACEUTICAL

  • Page 278 and 279:

    An ENHANCED ELearning Experience As

  • Page 280 and 281:

    Product Index ANIME LUBRICANT 50ML-

  • Page 282 and 283:

    Manufacturer’s Index AFT Pharmace

  • Page 284:

    Topiramate Actavis Topiramate 25mg,

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