Perceptions of Pharmacy Care Vary Among Diverse Populations, Including Patients With Disabilities

Understanding Patient Perceptions in Pharmacy Care

Pharmacists must better their operations in order to more effectively serve people with disabilities. | Image Credit: DC Studio | stock.adobe.com

Approximately 1.3 billion people, or 16% of the global population, have a disability, and those from diverse backgrounds often experience greater health disparities.¹ Health care providers are urged to include patients’ culture in their care. Community pharmacies play a crucial role as often the first point of contact for medical advice and services, and they must continuously improve their offerings to meet diverse customer needs.

A recent prospective, cross-sectional, questionnaire-based study aimed to understand patient perceptions of community pharmacies providing culturally responsive care to ethnically diverse patients with disabilities in the US. The nationwide online survey, conducted from August 7 to August 14, 2024, included 1218 respondents over 18 years of age who understood English. Participants were categorized into 3 groups: white, non-Hispanic without disabilities (control group, n=200), ethnically diverse without disabilities (n=500), and ethnically diverse with disabilities (n=518).¹

Findings on Patient Satisfaction and Barriers

The study revealed that over 50% of respondents across all cohorts were satisfied with the quality of care provided by pharmacists and pharmacy staff.¹ However, the authors wrote, "…gaps remain — especially in how pharmacy staff address drug therapy in relation to patients' race, ethnicity and disabilities".²

Acute disparities in how pharmacy encounters were perceived were observed, especially with regard to hearing-impaired patients' communication difficulties and the restricted physical space for patients using wheelchairs. These obstacles, which people with disabilities have recognized, point to areas that require change. Additionally, several participants were unsure if pharmacy employees were at ease with individuals from diverse ethnic backgrounds, which would prevent full participation.²

Addressing Hidden Disabilities in Pharmacy Care

Accessing health care is extremely difficult for people with hidden or invisible disabilities, which are conditions or impairments that are not immediately obvious but have a major impact on day-to-day living.² These can include autoimmune diseases, neurological problems, mental health issues, learning challenges, visual or hearing impairments, and chronic pain or exhaustion. A concealed disability affects 80% of individuals.³ It is the duty of pharmacy experts to recognize and meet these demands to guarantee that their services are inclusive and accessible to everyone.³

Clinical Implications and Strategies for Improvement

The findings underscore the critical role of effective communication in pharmacy care. As one researcher noted, "If you give a patient a prescription and they don’t understand why they need to take it or how they should take it, it may not benefit them — it may actually harm them." Pharmacy professionals are the "last line of defense for the patient," responsible for ensuring prescriptions are safe, appropriate, and clearly communicated.²

To address identified barriers and promote inclusivity, several strategies are recommended, including increasing cultural intelligence training and continuing education for pharmacists and staff to better address drug therapy in relation to patients' racial and ethnic backgrounds. Improving physical space within pharmacies to accommodate wheelchairs is crucial. For patients with hearing limitations, pharmacies could enhance communication through visual aids, hearing loops, or other assistive technologies. Implementing "reasonable adjustments" for hidden disabilities, such as providing quiet consultation areas, extended consultation times, clear communication, and staff training on hidden disabilities and inclusive customer service, can significantly enhance accessibility.³

Conclusion

The study emphasizes how community pharmacists must continue to adapt their operations to better serve a range of customers, including individuals with hidden and visible disabilities. Pharmacy personnel can guarantee that every patient receives the full benefits of their prescription and the health care system by emphasizing good communication, resolving communication and physical barriers, and creating an atmosphere of empathy, adaptability, and accessibility. In addition to maintaining professional standards, these initiatives support favorable health outcomes and improve the general patient experience.

References

1. Nguyen CB, Melton BL, Villa KR. A cross-sectional online survey: exploring the patient perspective of community pharmacies delivering care to ethnically diverse individuals with disabilities. Int J Clin Pharm. 2025;[Epub ahead of print]. April 15, 2025. https://doi.org/10.1007/s11096-025-01911-5
2. Pharmacy care seen differently by diverse populations, including patients with disabilities. KU News. May 13, 2025. Accessed June 25, 2025. https://news.ku.edu/news/article/study-reveals-pharmacy-care-perceived-differently-by-diverse-populations-including-patients-with-disabilities
3. General Pharmaceutical Council. Providing pharmacy services to people with hidden or non-visible disabilities.=November 5, 2024. Accessed June 25, 2025. https://www.pharmacyregulation.org/about-us/news-and-updates/regulate/providing-pharmacy-services-people-hidden-or-non-visible-disabilities