Physical accessibility

There can be several features about your premises that could create a physical accessibility issue. Whilst you may not be able to change these there are reasonable adjustments you could make.

What issues might customers have?

Physical access to the premises e.g. steps, heavy doors

Inside the store e.g. spacing between shelves and areas such as consultation rooms

Using the counter e.g. counter height

How can you address some of these issues?

Identify accessibility on your website to help customers plan their visit – if your premises/part of your premises isn’t accessible say so. Include information about accepting assistance animals and have clear signage about service animals being welcome that can be read from outside.

Advertise options such as delivery services, phone or online consultations to reduce the need for customers to attend in person.

Appropriately designed ramps and grab rails could be fitted.

Doors that open automatically or with buttons can be fitted.

A doorbell with signage that states customers can ring for assistance could be added.

Staff keeping an eye on customers entering or exiting and offering support such as opening doors or helping to reach items on high shelves.

Have plans for:

if accessible options such as lifts are out of order.
how disabled customers can exit the shop quickly and safely during an emergency.
Smaller areas like consulting rooms. Could you temporarily remove furniture or have another, more accessible area of the premises suitable for private conversations?

Make sure shelves are wide enough apart for wheelchair users to navigate and that there is enough space for them to turn round.

Clear any clutter such as boxes/totes/electrical leads/ floor signs from the shop floor.

Queuing:

Have a plan for:

Queuing, where are customers going to queue, will it cause an issue for others entering or exiting the pharmacy?
Customers that are unable to stand in a queue such as a seated area or placeholder system.

Make sure staff notice customers at the counter as you may not be able to see them if they are in a wheelchair due to the height.

Have different height counters around the space.

Have clipboards to learn on for form filling.

Have a wireless card machine as the wires on wired ones are not always long enough for a wheelchair user.

Bring purchased items round the counter instead of passing them over the counter, especially if they are bulky or heavy.