Privacy at the counter, in consultations, and during services

Pharmacies are busy public places, which makes protecting privacy more difficult and more important. Staff should consider what others can hear or see and whether the person would reasonably expect the conversation to be public.

Common privacy pressure points

• Busy medicines counters: names of medicines, reasons for treatment or service details can be overheard by people in the queue.
• Sensitive services: emergency contraception, sexual health, supervised consumption, substance misuse, mental health support and safeguarding conversations require extra care.
• Consultation rooms: privacy depends on using the room appropriately, keeping doors closed, avoiding interruptions and not discussing details elsewhere.
• Collection questions: staff should confirm identity carefully without making the whole queue aware of the person's treatment.

Practical ways to protect privacy

• Lower your voice and reduce detail in public areas: avoid repeating sensitive medicine names or conditions where others can hear them.
• Offer a private space early: suggest moving to a quieter area before the person feels embarrassed to ask.
• Think about companions: do not assume a friend, partner or relative should hear everything.
• Keep paperwork out of sight: labels, consultation forms and service printouts should not be left where others can read them.