Communicating effectively in the pharmacy

Pharmacy interactions can be hard for Deaf and hard-of-hearing patients when staff speak while turning away, cover their mouth, rely only on verbal instructions, or try to communicate in noisy areas. Small practical changes make interactions clearer, safer and more respectful.

Practical communication techniques

• Face the patient directly: keep your face visible and avoid speaking while looking down, turning away, or walking off.
• Speak clearly and naturally: do not exaggerate lip movements or shout, as this can make understanding harder.
• Reduce unnecessary background noise: where possible, move to a quieter area or use a consultation room for important conversations.
• Use written support: short written notes, printed instructions, or on-screen text can help reinforce key points.
• Check understanding: confirm the patient has understood essential information rather than assuming they have followed everything.

Pharmacy-specific situations

These adjustments are needed at the medicines counter, during prescription handovers, in consultation rooms, and when discussing medicines, side effects, vaccinations or service eligibility. In busy settings, key information is more likely to be missed if communication is not adapted.

If a patient lip-reads, visibility matters. Good lighting, uncovered lips and a natural pace improve comprehension. If a patient prefers written communication or BSL, staff should use those methods rather than relying on spoken explanations alone.

Clear pharmacy communication is not just about being louder or repeating yourself. It is about using the right communication method, in the right setting, for the individual patient.