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:

 

1. 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.

 

2. 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.

 

3. 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.

 

4. 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.

 

5. 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.

 

6. 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