Communication, interpreters, and health literacy

Safe cross-cultural care requires communication that is clear, accurate and respectful. In pharmacy practice this involves more than translating words: it includes checking understanding, avoiding jargon, using plain language and ensuring the person can act safely on the information they are given.

What every team member should do

• Use plain language: avoid unexplained technical terms, abbreviations or rushed instructions.
• Speak directly to the patient: when an interpreter is present, maintain eye contact and address the patient rather than only the interpreter.
• Check understanding: ask the person to explain key points back in their own words when appropriate.
• Use visuals and written support carefully: diagrams, labels, reminder cards or translated leaflets can help, but do not replace checking understanding.
• Be careful with informal interpretation: family members or friends may be unsuitable for sensitive, private or clinically important conversations where professional options exist.

If a family member or friend is interpreting, still confirm the patient's wishes and consider privacy, accuracy and sensitivity, especially for confidential or clinically important discussions.

Language is not the same as health literacy

Someone may need language support, health literacy support, or both. A person can speak fluent English and still not understand risk, dosage, side effects or what a service involves. Conversely, someone may understand the clinical issues but need an interpreter to discuss them safely.

The Accessible Information Standard covers communication needs that arise from disability, impairment or sensory loss. It is a separate requirement from providing language translation.

What managers and employers should put in place

Good communication is not just about being understood in the moment. It is about making sure the person can make informed choices and use medicines and services safely afterwards.