How can we help you? A qualitative study of the provision of care to culturally and linguistically diverse clients in community pharmacy

Abstract

Abstract Objectives Clients from culturally and linguistically diverse (CALD) backgrounds experience challenges in receiving care from community pharmacies, resulting in poorer health outcomes compared with the majority population. The aim of this study was to explore migrants’ and pharmacy staff’s understanding of the facilitators for the delivery of care to CALD clients. Methods Focus groups were conducted with predominantly older, female Nepali-speaking migrants. Individual interviews were undertaken with pharmacists and pharmacy assistants. Verbatim and translated transcripts were inductively coded to establish themes. Key findings Three major themes emerged: getting the message across, building trust, and improving understanding. Key findings included the need to increase the use of professional interpreters, and empathy and patience from pharmacy staff. Modifications to communication using re-phrasing and more detail about the community pharmacy system in post-arrival orientation for migrants are required. Conclusions Multilingual staff is an effective way to overcome the language barrier, but its use is limited by staff resources. Pharmacy staff should be required to use the services of professional telephone interpreters to surmount language barriers. Modification of communication techniques and having an empathetic attitude improve communication and care provision. Pharmacists should liaise with migrant support services to provide orientation for new arrivals.