Part 2: Conversation and Enquire

Enquire

Enquire

Pharmacy assistant: “Good morning. How can I help you today?”

Patient: “Good morning. I’m looking for something for my eyes. They can sometimes feel a bit gritty and itchy, and quite watery.”

Pharmacy assistant: “So they’re not constantly like this, only sometimes?”

Patient: “Yes, it’s not all the time.”

Pharmacy assistant: “Do they progress to getting puffy and sore with a sticky feeling, like the lids are stuck together, which could indicate conjunctivitis?”

Patient: “No, I have had conjunctivitis and it’s not like that.”

Pharmacy assistant: “Good, and is the itchiness significant, like an allergy?”

Patient: “No, just a bit itchy and annoying, but not so I want to rub my eyes all the time.”

Pharmacy assistant: “Okay. It sounds like you are suffering from dry eyes. Dry eyes are a fairly common issue, and there are some effective ways to relieve that for you.”

Patient: “Good. When they’re like that, it’s quite uncomfortable.”

Pharmacy assistant: “Yes, it would be. Can I ask you some questions so we can find the best solution for you?”

Patient: “Yes, of course.”

Pharmacy assistant: “Great. Firstly, do you suffer from hay fever or have any allergies, or are you a smoker?

Patient: “No, I’ve never had those sorts of problems, and I don’t smoke.”         

Pharmacy assistant: “And do you take any medicines, or have any other health conditions?”

Patient: “No, I’m generally pretty healthy.”

Pharmacy assistant: “That’s good. And are you in air conditioning a lot?”

Patient: “Yes, for most of the day in my office, but not at night when I’m home. Would that be causing it?”

Pharmacy assistant: “It certainly could be contributing to your condition as air conditioning, and heating, dry the air. Do you spend a lot of time in front of a screen, like a computer?”

Patient: “I’m on a computer for at least five or six hours a day for my work.”

Pharmacy assistant: “Okay, that could also be a contributing factor as your eyes may be straining to continually focus on the screen and you may not be blinking as often as usual. Have you noticed whether your eyes are better over weekends or when you’re away from the office?”

Patient: “I hadn’t thought about that, but now you mention it, I was away on holidays three weeks ago and my eyes were fine, not dry at all.”

Pharmacy assistant: “Okay, so being in air conditioning when you’re at work could be drying your eyes because the natural lubrication that’s spread across your eyeballs when you blink is evaporating in the dry air. Then the time in front of a computer screen could be worsening the symptoms. There are a number of things I’d recommend to relieve this for you.”

Patient: “Great.”

Pharmacy assistant: “First, I’ll recommend artificial tears which are a lubricating eye drop. These are over-the-counter solutions that can provide immediate relief. I suggest this product - use them as directed on the bottle and they will keep your eyeball lubricated.”

Patient: “Thank you.”

Pharmacy assistant: “No problem. Next, let's discuss some lifestyle factors. Follow the 20-20-20 rule when using screens: every 20 minutes, look at something 20 feet, 6 or 7 metres, away for at least 20 seconds. That helps reduce eye strain. Keeping the air moist can also help. You might want to use a humidifier in your office when the air conditioning or heating is on."

Patient: “Okay. I can do both of those thnks.”

Pharmacy assistant: “Your diet can also impact your eye health. Oily fish, like salmon and sardines, that are high in Omega-3 fatty acids, can help relieve dry eye symptoms, or we have some excellent fish oil supplements which work in the same way.”

Patient: “I love salmon, so I’m happy to eat more of it!”

Pharmacy assistant: “Excellent! But if the drops don’t relieve the symptoms, or your eyes get worse, it’s important you consult an eye care specialist, like an optometrist, or go to your GP to make sure you don’t have an underlying medical condition that needs specific treatment.”

Patient: “I’ll be sure to do that. Thank you. You’ve been very helpful.”

Pharmacy assistant: “My pleasure. Now, I’ll give you a brochure on dry eyes that you can take home to give you more information and some useful tips. And I’ll take you over to the check-out where they can explain about our loyalty program that can give you discounts and other benefits. And please just come back in if you’re unsure of anything.”

“Patient: “Thank you. I will.”