Advising customers about the management of common ailments has always been one of the most important roles of community pharmacy. Most of the illnesses and complaints dealt with by pharmacies tend to be minor and of a self-limiting nature, however, more serious conditions occasionally do present. It is of vital importance, therefore, that all medicine counter assistants in the pharmacy can demonstrate that they are able to distinguish between mild and what may be more serious complaints in order that the customer can be referred for prompt medical appraisal.

Community pharmacies are busy places with many distractions and it is all too easy to miss a vital step or forget to ask an important question. A structured approach incorporating a mnemonic is best and, once practised, it's use can become second nature. Importantly, working in this way helps to ensure that nothing is missed and that customers are referred appropriately.