In this article we highlight the challenges that individuals with hidden or non-visible disabilities face when accessing pharmacy services, and the reasonable adjustments pharmacy teams can implement to support their staff and people living with those conditions.
Promoting equality and inclusion
Pharmacy professionals have a responsibility to ensure their services are accessible and inclusive for all members of the community. This includes recognising and accommodating the needs of individuals living with ‘hidden’ disabilities (those impairments or conditions that may not be immediately apparent but can significantly impact a person's daily life and ability to access healthcare).
Our equality guidance for pharmacies emphasises the importance of understanding the diverse needs of patients and providing ‘reasonable adjustments’ to ensure equal access to pharmacy services. This is particularly crucial when it comes to hidden disabilities, which can encompass a wide range of physical, mental, and neurological conditions.
Hidden or non-visible disabilities
Non-visible disabilities are named this way because you can’t always easily see the nature of the disability. Some people with non-visible disabilities might use mobility aids, whereas others will not.
Some common examples of non-visible or hidden disabilities include:
- Chronic pain or fatigue conditions (for example fibromyalgia, chronic fatigue syndrome (CFS))
- Neurological disorders (for example epilepsy, Parkinson's disease, multiple sclerosis)
- Mental health conditions (for example anxiety, depression, post-traumatic stress disorder)
- Auditory or visual impairments
- Learning disabilities (for example autism spectrum disorders, Tourette’s syndrome)
- Autoimmune disorders (for example lupus, rheumatoid arthritis)
- Gastrointestinal conditions (for example Crohn’s Disease, ulcerative colitis)
See a longer list of hidden disabilities on the Hidden Disabilities Charity website
The Hidden Disabilities Charity advocates for and supports individuals facing a spectrum of hidden disabilities, with a primary focus on autoimmune diseases, chronic pain and fatigue disorders, mental health, and neurological disorders.
Pharmacy professionals and hidden disabilities
According to NHS Employers and the Business Disability Forum, 1 in 5 people have a disability. Of those, 80% have a hidden disability.
See the NHS Employers information on disability
Pharmacy professionals with hidden disabilities may not always feel confident to have a conversation with their employer about their condition. However, the Equality Act requires employers to make ‘reasonable adjustments’ for their employees.
Read information and guidance about the Equality Act
We expect pharmacy owners to be fair and inclusive in their approach to everything they do, including their interactions with people they meet and deal with through the course of their work. This includes their relationships with patients, other healthcare professionals, employees and service providers, and other people they work with.
Barriers to accessing healthcare
Individuals with hidden disabilities may face significant barriers in accessing healthcare, including difficulty communicating their needs, sensory overload in busy pharmacy environments, and the potential for unconscious bias or stigma. Pharmacy professionals have a duty to proactively identify and address these challenges.
Reasonable adjustments may include:
- providing a quiet, low-stimulation consultation area
- offering extended consultation times or the ability to book double slots
- ensuring clear communication and allowing extra time for patients to process information
- implementing visual aids, hearing loops, or other assistive technologies
- providing staff training on hidden disabilities, the sunflower scheme (see below for more information about this) and inclusive customer service
By fostering an environment of empathy, flexibility, and accessibility, pharmacy professionals can ensure pharmacy services are truly inclusive and meet the diverse needs of patients and the public. This not only upholds our professional standards and equality guidance, but also promotes positive health outcomes and enhances the overall patient experience.
Hidden Disabilities Sunflower Scheme
The Hidden Disabilities Sunflower scheme is used to encourage inclusivity, acceptance and understanding of hidden disabilities. People with hidden disabilities may choose to wear a Sunflower lanyard or a wristband.
The lanyard is a simple tool for people to share that they have a hidden disability voluntarily. Simply by wearing the Sunflower, they are letting everyone know that they might need extra help, understanding, or just more time during consultations or conversations.
Find out about the sunflower scheme
Further information and resources
The Hidden Disabilities Charity has lots of resources on its website, including case studies
See the government’s Disability Unit’s blog on Living with Non-Visible Disabilities
NHS Employers has information about understanding and supporting staff with a hidden disability on their website
The PDA published an article on hidden disabilities in pharmacy
The RPS also recorded a podcast on hidden disabilities in pharmacy
Find out about autism from National Autistic Society
Diabetes UK has lots of information about providing care for people with the condition
Find out about what people with disabilities are talking about on the Scope charity’s forum