Community pharmacies can enhance inclusivity for neurodiverse customers by implementing thoughtful changes to their physical environment, customer service, and operational practices. Here are some ideas:
- Sensory-Friendly Environment
- Lighting: Use softer, non-flickering lighting, as bright fluorescent lights can be overwhelming for some neurodiverse individuals.
- Sound Management: Minimise background noise by reducing music volume, muting PA systems where possible, and considering sound-absorbing materials to lower ambient noise.
- Aroma Control: Some neurodiverse people may be sensitive to strong smells, so reducing the use of scented products in customer areas can be beneficial.
- Quiet Hours: Designate certain hours as sensory-friendly times with dimmer lighting, reduced noise, and limited disruptions.
- Clear Signage and Layout
- Consistent and Logical Layout: Ensure that shelves, aisles, and products are consistently organised and easy to navigate. Changes to layout should be minimal and gradual.
- Clear Signage: Use straightforward, large-print signage with symbols or icons to make navigation easier. Aisles and departments should be clearly marked.
- Visual Aids: Use picture cards, visual maps, or labelled images that outline the layout of the store or describe where products are located.
- Staff Training on Neurodiversity
- Awareness Training: Educate staff on neurodiversity and sensory sensitivities to increase understanding and empathy.
- Communication Techniques: Train staff in communication techniques like using simple, clear language, being patient, and allowing extra time for processing information.
- Quiet and Private Spaces: Staff should know how to offer a quieter, private area for consultations or discussions to accommodate those with sensory sensitivities.
- Accessible Services
- Flexible Appointments: Offer flexible or timed appointments to avoid long waits, which can be stressful.
- Digital Alternatives: Provide services like online prescription refills and video consultations to reduce the need for in-store visits.
- Self-Checkout Options: For those who may experience social anxiety, self-checkout stations can provide a more comfortable option.
- Inclusive Communication
- Visual Communication Boards: Use boards with images, symbols, and simple language to aid communication, especially for customers who may find verbal interaction challenging.
- Information Packets: Provide easy-to-read, plain-language informational packets about medications and pharmacy services.
- Clear Labels on Products: Clear and legible labelling with straightforward explanations can help neurodiverse customers understand products better.
- Supportive Atmosphere
- Sensory Kits: Offer sensory kits (such as earplugs, fidget tools, or sunglasses) for customers who may feel overwhelmed.
- Dedicated Staff or Service Hours: If possible, have trained staff available during specific hours or for pre-arranged appointments to provide additional support.
- Feedback System: Create a way for neurodiverse individuals to provide feedback anonymously on their experience, so adjustments can be made as needed.
By implementing these strategies, community pharmacies can foster a more inclusive and accessible environment for neurodiverse customers, enhancing their comfort and overall experience.
Jane Lambert
13.11.24
