Exploring Opportunities for Improving Pharmacy Services for People With Disabilities: A Qualitative Study

Abstract

Background: People with disabilities face significant barriers to accessing pharmacy services, including physical inaccessibility, communication challenges, and inadequate pharmacist training. These barriers often result in poor healthcare outcomes, which lead to a decline in the provided services.

Objective: To explore hospital pharmacists’ experiences, challenges, and suggestions for improving pharmacy services for individuals with disabilities in Saudi Arabia.

Methods: A qualitative study was conducted using semistructured interviews with fifteen hospital pharmacists selected through purposive sampling. Participants had to have had at least 5 years of experience and direct interaction with disabled patients. Data were transcribed verbatim and analyzed using thematic analysis to identify recurring themes and insights. An inductive thematic analysis approach was employed.

Results: The analysis revealed five key themes: (1) physical inaccessibility of pharmacy infrastructure, (2) communication barriers, (3) training needs, (4) the role of assistive technologies, and (5) proposed service improvements. Technology was recognized as a facilitator, with tools such as Braille medication labels, automated dispensing systems, and mobile health applications identified as potential solutions. Participants also proposed structural modifications, mandatory training programs, and dedicated service pathways to address identified challenges. These findings highlight the importance of a comprehensive approach that integrates infrastructure redesign, targeted training, technological solutions, and inclusive healthcare policies.

Conclusion: Improving pharmacy services for individuals with disabilities requires structural, educational, and technological interventions to enhance accessibility, communication, and service delivery.

Implications for Research and Practice: The findings of this study provide valuable insights into the barriers faced by individuals with disabilities when accessing pharmacy services and offer actionable recommendations for improvement. From a practical perspective, healthcare institutions should prioritize mandatory disability-awareness and communication training programs for pharmacists, focusing on skills such as sign language, assistive technology use, and inclusive communication strategies. Structural modifications to pharmacy infrastructure, including lowered counters, wider aisles, and accessible shelving, are essential to ensure physical accessibility. In addition, the integration of assistive technologies, such as Braille labels, voice-assisted mobile apps, and automated dispensing systems, can help address communication gaps and improve medication adherence. Dedicated service pathways for patients with disabilities can further enhance privacy, reduce waiting times, and ensure personalized care delivery. From a research perspective, future studies should explore the perspectives of patients with disabilities to complement pharmacists’ insights, employ mixed-methods approaches for a more comprehensive understanding, and conduct longitudinal studies to evaluate the long-term effectiveness of training programs and technological interventions. Cross-cultural comparative studies can also help identify universal challenges and region-specific solutions. By addressing these implications, stakeholders—including healthcare institutions, policymakers, and educators—can collaboratively create a more inclusive, accessible, and equitable pharmacy service environment for individuals with disabilities.