Frontline Management of Upper Respiratory Tract Infections: A Guide for Pharmacy Teams

URTI cases, including colds, sore throats, and sinusitis, are among the most frequent reasons customers visit community pharmacies in Nigeria. Because most of these infections are viral and self-limiting, appropriate assessment at the pharmacy counter plays a critical role in preventing unnecessary antibiotic use and ensuring safe, effective symptom relief.

Pharmacy support staff are often the first point of contact. Their ability to ask the right questions, recognize warning signs, and provide accurate advice directly impacts patient outcomes and public health.

This session is designed to build practical, counter-ready skills. You will learn how to confidently assess symptoms, recommend appropriate OTC treatments, identify cases that require referral, and communicate clearly with customers — ensuring every person presenting with a URTI receives safe, professional, and effective care.

What You Will Learn

1. Conduct structured assessments of common URTI presentations using a simple questioning framework (e.g., WWHAM/ASMETHOD) to gather relevant clinical information quickly
2. Differentiate between common URTI conditions  and recognise typical symptom patterns, duration, and severity
3. Recommend appropriate OTC treatments based on symptoms, including correct product selection, dosing, duration, and key precautions
4. Provide clear and practical counselling on medication use, home care measures (hydration, rest, steam inhalation), and expected recovery timelines
5. Identify red flags (e.g., persistent fever, difficulty breathing, prolonged symptoms, vulnerable patients) that require referral to a pharmacist or doctor
6. Manage antibiotic requests that are not clinically appropriate using confident, respectful communication while educating customers on proper use
7. Apply decision-making skills in real counter scenarios to ensure safe, consistent, and patient-centred care

Who Should Attend

1. Pharmacy assistants and technicians who routinely handle URTI-related queries at the counter
2. Intern pharmacists seeking to strengthen their patient assessment and OTC recommendation skills
3. Community pharmacy support staff involved in advising customers on cough, cold, flu, and sinus-related complaints
4. Any frontline pharmacy team member looking to improve confidence, communication, and clinical judgement in managing minor ailments