03: Physical disabilities

Disabilities such as poor hearing or eyesight can make communication difficult. If you are helping someone with poor hearing, take them to a quiet area of the pharmacy so you can speak more loudly without being overheard. Write down important information or use a patient information leaflet to emphasise key points.

Patient information leaflets in large print can also be useful when talking to customers with poor eyesight. Ask your pharmacist for more suggestions and find out what information is available in other formats (e.g. Braille).

04: Emotions

There are often times when a customer is too upset or embarrassed to ask for your advice. Showing empathy and understanding and moving to a quiet area of the pharmacy will help the customer to open up.