A Deaf patient comes to collect a prescription at a busy medicines counter. The assistant speaks while looking down at the bag, then turns to the shelf while continuing to talk. The patient looks confused, asks for the information again, and glances at the staff member's mouth as if trying to lip-read. Other customers are waiting and the queue is building.

A patient attends a consultation about a new medicine with a relative who answers every question first. The patient watches closely but says little. When the pharmacist starts explaining the medicine, the relative begins summarising in their own words and tries to move the conversation along quickly.

A hard-of-hearing patient arrives for a booked flu vaccination. Their name is called aloud several times from the consultation room door, but they do not respond. A team member says, "They must not be paying attention." When the patient is eventually brought in, they seem embarrassed and unsure what will happen next.

A BSL user is prescribed a new anticoagulant and needs counselling on dose timing, missed doses, and bleeding risks. The pharmacist offers a leaflet, but the patient indicates that written English is not their preferred language and looks uncertain. The information is clinically important and cannot safely be reduced to a brief handover.