Respectful language and communication preferences

Respectful communication begins by recognising that people describe themselves in different ways and use different communication methods. Some identify as Deaf, some as deaf, and some as hard of hearing. Pharmacy staff do not need to choose perfect terminology immediately, but should be willing to ask, accept correction, and follow the person's preference.

Avoid assumptions

Do not assume a patient can hear spoken instructions, lip-read accurately, understand written English easily, or wants a companion to interpret. Ask the patient what their communication preference is, then adapt care and information to that preference.

• Some patients may prefer BSL: especially if British Sign Language is their first or strongest language.
• Some may prefer lip reading: which depends on good lighting, clear visibility, and natural speech.
• Some may prefer written communication: either on paper, screen, or printed materials.
• Some may use hearing aids or hearing loops: but still need staff to communicate clearly and considerately.

Ask what works best

Ask a straightforward question such as "What is the best way for me to communicate with you?" This signals respect, reduces misunderstanding, and supports safer care. Follow the patient's stated preference whenever possible rather than defaulting to what is easiest for staff.

Respect and privacy

Communication support must protect privacy. If a relative, friend, or carer is present, do not assume they should interpret or answer for the patient. Address the patient directly and ask how they would like communication handled.

The most respectful starting point is to ask what works best, address the patient directly, and adapt communication to their preference rather than to staff convenience.