Using WWHAM questions when talking about STI’s
We’re all human and have feelings – most people will find it really daunting to seek help because of being worried what people may say or think, alternatively they may feel they may bump into someone they know. Consider the following points:
- Be friendly and polite when greeting the customer and don’t forget to smile, it’s a great way to break the ice
- Come out from behind the counter to talk to your customer so that your customer can talk to you in confidence
- Listen to the customer - try not to interrupt – maintain eye contact
- Tone of voice (speak discreetly, take note that no one else can openly hear your conversation)
- Keep an open, relaxed body language – shows you are listening
- Use a consultation room if possible to continue the conversation
Thinking about how you can incorporate WWHAM questions into your conversations, let’s take a look at the scenario below:
Daniel, a 19-year-old male visits your pharmacy, he seems worried and shy to approach you and hangs around the back of store until the shop floor clears. He comes up to the counter with a few items to purchase. You greet Daniel with a smile, ask how he is and if he has found what he is looking for today. Daniel needs some advice on sexual health in particular, STIs as he had unprotected sex 2 days ago and is concerned.
WHO – reading from Daniel’s body language, he shows signs of embarrassment and lowers the tone of his voice when asking for advice. It may be appropriate to ask: “would you prefer to have the conversation in a quieter area?”
WHAT – Remember, some STI’s don’t carry any symptoms at all, but Daniel has taken the right steps to see you so saying things like “you did the right thing coming in today” will assure Daniel. It will be helpful to understand if Daniel has any symptoms.
HOW – Find out how long Daniel has had the symptoms, if he has experienced them?
ACTION – Has Daniel taken something to manage his symptoms? If not, did Daniel seek advice from anywhere else e.g. from a GP?
MEDICATION – Is Daniel on any medication or has a medical condition? Is so, ensure you refer to the pharmacist.
If you don’t offer a sexual health clinic in your pharmacy, ensure your signposting folder is kept up to date with contacts for local GUM or sexual health clinics, local GP’s etc. If you need help to set up a signposting folder in your pharmacy, take a look at our guidance.