There are around 11.9 million people living with a disability in the UK €“ that's around 19 per cent of the population. It's important to consider how your pharmacy caters for these customers to ensure their needs are adequately met and communication is an important part of this.

The communication skills that you have learnt so far all apply, but when helping a customer with a disability, you should also think about the following:

• Don't make any assumptions about the type of disability the person has
• Don't assume that the customer needs your help. Treat them like any other customer and politely ask if they need any assistance
• Listen carefully and adapt your communication style if necessary. For example, write down your replies or advice
• Be patient as some people with certain disabilities may take a little longer to understand and/or respond
• If you can't understand the customer then politely ask them to repeat
• If a customer has difficulty speaking don't assume they have an intellectual or developmental disability
• Speak directly to the customer and not to a carer or the person accompanying them
• If a conversation with a person in a wheelchair lasts more than a few minutes, consider sitting down so you're at the same eye-level.