You are working at the medicines counter after school. A mother arrives with her 7-year-old daughter to collect another prescription for head lice treatment and antibiotics for an infected skin condition.

You recognise the family from several recent collections. The child looks tired, her clothes are dirty, and she keeps scratching. When you ask whether the treatment helped last time, the mother says she has been too busy to sort it out. The child says nothing and watches her mother closely before answering.

You are on reception near closing time when a 15-year-old boy asks quietly whether a prescription is ready. An older youth waiting outside keeps watching through the glass and motions for him to hurry.

When the other person comes in, he answers questions for the boy and tells him not to waste time. The boy seems jumpy, avoids eye contact, and says he cannot stay because he will get into trouble. You overhear that he has not been home much recently.