Background
Pharmacies are accessible healthcare settings where pharmacists communicate with patientsabout medications, often involving sensitive information. The physical layout and acousticenvironment may allow conversations to be overheard, affecting patients’ willingness to shareinformation. This pilot study examined the extent to which prescription counselling can beoverheard from the waiting area and how pharmacy layout and background music influenceprivacy.
Methods
A qualitative and quantitative non-participant observational study was conducted betweenFebruary and March 2026. A total of 20 community pharmacies were visited, where 10pharmacist–patient interactions were observed in the morning and 10 in the afternoon at eachpharmacy. An observation was defined as a single interaction between pharmacy staff and acustomer. Data were collected using a structured observation protocol and analysed descriptivelyusing Microsoft Excel.
Results
In total, 400 structured observations were conducted. Medication names were most frequentlyoverheard (92% morning; 86% afternoon), followed by diagnosis-related information (22%;30%), symptoms (21%; 20%), and dosing information (12%; 17%). In open dispensing areas,75% of conversations were perceived as fully audible, compared with 25% in partially enclosedareas and 0% in consultation rooms. Background music was present in 30% of observations;when present, 23% of conversations were fully audible compared with 68% when no music waspresent.
Conclusion
The physical design and acoustic environment of pharmacies have a crucial role in protectingpatient privacy. Conversations involving sensitive information should take place in privateconsultation rooms. Sound-masking measures can improve privacy and pharmacy practice.