Chapter 2: Counselling
Training: Diarrhoea
CHAPTER 2: COUNSELLING
Part 4: Complete Counsel
A professional close helps the customer understand how to use the product safely and what to do if the diarrhoea does not settle. Before ending the conversation, check that you have:
asked the right questions
checked for dehydration and other referral signs
recommended the right product or referred to the pharmacist
explained how to prepare and use oral rehydration
provided practical food and hygiene advice
Check understanding
Ask the customer to explain back how they will prepare and use the oral rehydration solution. This helps you check that the instructions are clear.
You could say: “Just so I know I have explained it clearly, can you tell me how you are going to make this up and how often you will drink it?”
Safety-netting and follow-up
Advise the customer to return or speak with the pharmacist if:
the diarrhoea has not settled in a couple of days
they notice any blood in the stool
a fever develops
the tummy pain becomes worse
they cannot keep fluids down
they start passing much less urine than usual
Close the interaction professionally
Provide written or online health information where available. If your pharmacy has a loyalty program, mention it after the health advice is complete.
Invite the customer to return if they need more help.
You could say: “Keep the fluids going, and if you see any blood, develop a fever, cannot keep fluids down or are not improving, come back and speak with the pharmacist.”
