Emergency contraception: the counter assistant's role

Why this matters

Emergency hormonal contraception is supplied by the pharmacist after a private consultation. The counter assistant's part is short but matters: the customer's experience of the first thirty seconds decides whether they feel able to ask at all. Time also matters, because the medicines work best the sooner they are taken.

What support staff need to know

• There are two oral emergency contraceptives available from pharmacies. One is taken within three days (72 hours) of unprotected sex, the other within five days (120 hours). Both are Pharmacy (P) medicines supplied by the pharmacist after a consultation.
• The most effective emergency contraception is the copper coil, fitted by a clinic or GP within five days. The pharmacist will mention it.
• In England, emergency contraception is available free of charge at pharmacies that provide the NHS Pharmacy Contraception Service. Elsewhere, and where the service is not offered, it may be available free under a local scheme or bought privately. Know what your pharmacy offers.
• The customer may be of any age. Under 16s are treated with extra care by the pharmacist. Your job is the same: get them to the pharmacist quickly and privately.

What good looks like at the counter

1. Do not ask for details on the shop floor. 'Of course, I'll get the pharmacist for you' is enough.
2. Offer the consultation room straight away, and let the pharmacist know it is an emergency contraception request so they come promptly.
3. Keep your face and voice neutral. No comments, no looks, no jokes, whoever is with them.
4. If the pharmacist is not available, tell the customer how long the wait is and where else they can go today. Do not let them leave without a plan, because timing matters.
5. If they want to ask you something first, keep it general and hand the specifics to the pharmacist.

Refer to the pharmacist straight away

• Every request, without exception
• Anyone who seems distressed, very young, or not to be acting freely. Tell the pharmacist what you noticed
• Anyone who was sick within a few hours of taking a previous dose
• Anyone asking for it for someone else

PPets learning connection

Communication, confidentiality and safeguarding are all part of the Level 2 Certificate. This spotlight is a good one to talk through as a team, because a smooth handover depends on everyone.

Record this as CPD

Registered pharmacy technicians can use this article towards GPhC revalidation, as an unplanned CPD entry or as the starting point for a reflective account. Pharmacy assistants and trainees can use it as evidence of reflective practice. Note down three things:

1. What you learned from this article
2. How you have applied it, or will apply it, in your own role
3. The benefit to the people who use your pharmacy's services

Sources and further reading

• NHS: emergency contraception
• NHS England: NHS Pharmacy Contraception Service
• GPhC standards and guidance for pharmacy professionals

Related from PPets

• Level 2 Certificate for pharmacy support staff
• Medicines counselling

This article is for general educational purposes only. It is not legal advice, professional regulatory advice or clinical advice about an individual patient. Always follow your pharmacy's SOPs and check current official guidance and product information.

← Back to the CPD Portal