Bladder weakness is a sensitive topic to discuss in pharmacy – not just for customers, but for staff too. Research has found that many patients do not to seek advice for their issues with incontinence, with 45% admitting it causes them regular embarrassment and negatively affects their happiness. This results in many people suffering in silence or using inappropriate products to manage the condition.

Community pharmacy teams have a huge part to play in providing discreet advice and signposting products. At TENA, we believe that knowledge is the key to confidence, so the more pharmacists and their staff are educated, the more they’re able to assist their customers’ needs. That’s why we are committed to supporting pharmacy teams and provide a variety of training materials across all aspects of the category, from education about bladder weakness itself to category management.

Techniques for pharmacists adopt when advising customers:

• Make sure incontinence products are easy to find – don’t hide them away – make sure they’re also visible to pharmacy staff as this will enable them to spot customers who may need assistance.
• If you spot someone who may be hovering around incontinence products, you should approach them in a calm manner, and help in a discreet way. It is important that once communication has first started, pharmacists speak to customers with empathy, reassuring them that they are not alone with many men and women experiencing bladder weakness.
• It is also important that pharmacists understand that each person’s incontinence is different and therefore their advice should be tailored to each individual. There is a whole variety of reasons why a customer may experience bladder leakage. For some it may be as a result of recent surgery, whereas for others it may be the result of being overweight, pregnant or suffering from lung conditions which leads to heavy coughing. Speak with the customer to understand the level of urine leakage they are experiencing and how often. This will enable you to recommend the best solution for the individual.
• Pharmacy staff should familiarise themselves with the different demographics of people on the shop floor and adapt their approach accordingly. The footfall could be anyone from a reluctant acceptor to a first-time purchaser and it is also important to recognise that a customer may also not be buying for themselves; they could be a caregiving friend or relative.