Communication, consultations, and the pharmacy environment

Small adjustments can make pharmacy care more accessible for people living with dementia. A rushed counter exchange, background noise, unfamiliar wording or several rapid questions can turn a manageable interaction into a distressing one.

Practical communication strategies

• Speak to the person directly: if a carer is present, include the person and avoid talking over them.
• Use short, clear sentences: avoid jargon, give one idea at a time and check understanding gently.
• Allow time to respond: slower processing does not mean the person has not understood.
• Reduce unnecessary choice: offer a small number of clear options rather than long lists.
• Use body language well: a calm tone, appropriate eye contact and a respectful distance help communication.
• Avoid testing or correcting harshly: quizzing about dates, names or details can increase distress.
• Offer privacy when needed: a quieter consultation space can protect dignity and aid comprehension.
• Support understanding: written reminders, clear labels, demonstration and repetition can all help.

Preparing the pharmacy to support people living with dementia

Dementia-aware care should be built into the service, not left to chance. Teams should review how the environment, information, workflow and escalation arrangements work for people who may have difficulty with memory, orientation, queuing, hearing or communication.

This aligns with GPhC equality guidance that accessible services extend beyond physical access. Consider how people enter and move around the building, how they communicate with staff, what signs and information are provided, and how counters and waiting areas function in practice.

• Environment and wayfinding: use clearer signage, obvious routes, calmer layouts and uncluttered spaces where possible.
• Privacy and seating: provide a quieter or private space and suitable seating for people who struggle with waiting or standing.
• Workflow and queue pressure: reduce crowding, allow extra time and aim for calmer handovers so the person does not have to repeat explanations.
• Recording helpful adjustments: note communication preferences, whether the person usually attends with a carer, and needs such as extra time or a quieter approach.
• Safer delivery and collection arrangements: check whether current arrangements still work, that the right person collects medicines, and whether any safety or confidentiality concerns need review.
• Information people can actually use: spoken explanations, written reminders, larger print and simple follow-up information may all help.
• Team briefing and escalation: staff should know what to do if someone becomes confused, distressed, lost or unsafe.
• Learning from patterns: complaints, incidents, near misses and repeated feedback can reveal barriers to access, communication, waiting or medicines support.

The environment matters too

Noise, queues, clutter, poor signage, harsh lighting and long waits can make pharmacy care harder for someone with dementia. Hearing loss, poor eyesight, pain or not having glasses or hearing aids available also reduce the person’s ability to take part.

Simple improvements include clearer signs, calmer handovers between staff, seating, a quieter place to talk and awareness of when a person needs more time rather than pressure.

What managers and supervisors can put in place

Dementia-aware communication is not about talking down to people. It is about slowing the pace, reducing overload, protecting dignity and giving the person the best chance to understand and take part.