Exam Pass Notes

Download (Word)

A Simple 6-Step Memory Aid

• Notice barriers
• Ask, do not assume
• Adjust communication
• Protect privacy
• Record what helps
• Escalate system problems

Key Takeaways

• Equality means fair treatment and avoiding unlawful discrimination; diversity describes difference; inclusion is about whether people can access and use the service with dignity.
• Great Britain equality law lists nine protected characteristics. Pharmacy teams should also watch for other barriers such as low health literacy, trauma, poverty, digital exclusion, and limited English.
• Person-centred care is not identical care. It requires adapting the service so the individual can participate safely and fairly.
• GPhC standards require person-centred care, effective communication, respect for dignity and privacy, recognition of diversity, and speaking up about concerns.

Bias, Discrimination, and Team Behaviour

• Know the main types of unfair treatment: direct discrimination, indirect discrimination, harassment, and victimisation.
• Bias often appears in routine behaviour: rushed explanations, stereotyping, repeated misnaming, poor privacy, inappropriate jokes, or addressing the supporter instead of the patient.
• Respect between colleagues matters too: dismissive "banter", exclusion, or reluctance to challenge biased behaviour undermines inclusion and makes speaking up harder.
• Do not let personal beliefs compromise care: professional standards require fair treatment regardless of a person's values, beliefs, or background.

Communication, Adjustments, and Language Support

• Accessible communication is a safety issue: use plain language, check understanding meaningfully, and offer alternative formats when needed.
• Reasonable adjustments are a legal requirement for disabled people: adjustments include quieter spaces, longer appointments, hearing support, large print, BSL support, or other communication aids.
• Use professional interpretation for high-risk or confidential conversations: do not rely on children, relatives, or translation apps where accuracy, privacy, or consent matter.
• England-specific NHS systems should be described accurately: the Accessible Information Standard and the reasonable adjustment digital flag are examples used in England and are not identical across all four nations.

Inclusive Consultations and Service Design

• Ask, do not assume: respectfully explore culture, religion, language, ingredients, fasting, privacy, sexual health, pregnancy, and support needs.
• Protect privacy early: offer a consultation room before discussing sensitive medicines or personal details.
• Record what helps: note useful adjustments, communication needs, and relevant preferences to inform future care.
• Escalate systemic problems: repeated complaints, unsafe workarounds, discriminatory behaviour, or inaccessible workflows require managerial review.