Pre-consultation

• Service information and accessibility

In order for people with sensory impairment to access pharmacy services, they need to be aware that the service exists and that it is accessible to them. Awareness of the service can be achieved by using accessible promotional materials, such as leaflets and posters including Braille and British Sign Language (BSL) formats.

• Pharmacy environment

People with sensory impairment will have different needs. For those with visual impairment, the counter area should be clearly signposted using information and guidance that is appropriately positioned, with effective contrast between font and background, as well as a font size that is legible from a distance.

Signage should be clearly illuminated but should avoid glare. The pharmacy should be clear of obstacles so that the person can navigate to the counter and consultation room without risk of tripping or collision, which can be alarming and embarrassing for people. Ideally, the aisles should be wide enough to enable a person with a guide dog or a cane to navigate without colliding with shelves and merchandise.

The pharmacy environment can also be problematic for people with hearing impairment if there is background noise from music or screen-delivered information. Background noise can be exacerbated by the hard surfaces and while these are difficult to replace, radios and TVs are easily muted, or the volume can be reduced.

Many pharmacies have hearing loops. These need to be maintained, and pharmacy personnel need to be trained in their use. Pharmacy users also need to be aware that a hearing loop is available, so posters and information should be displayed prominently and clearly to raise awareness of this facility.

• Consultation rooms

Pharmacy consultations are likely to involve substantial information exchange, so it is important that patients are reassured about their privacy.

Concerns have been raised by people with visual impairment about their names and addresses being stated in the public environment of the pharmacy when collecting prescription medicines.

They feel vulnerable to harm if people in the vicinity become aware of their visual impairment and also where they live.

People with hearing impairment will benefit from being in the quieter environment of a consultation room for their consultation because background noise will be minimal.

• Disclosure/awareness of impairment

People with sensory impairment often do not disclose that they have an impairment, perhaps because of fear or embarrassment.

While some visual cues might be indicative (e.g. guide dog, white cane, white and red cane), most people will not be identifiable unless they disclose their impairment to you.

During consultations, you should explore whether the patient has any additional needs. The PMR could also be checked to determine whether their sensory function has previously been documented.

For example, a system called Flag-Me has been developed for community pharmacies to ‘flag’ patients with visual impairment and is being rolled out in different areas.