Australia has a rich cultural and linguistic diversity, with over 5.5 million Australians speaking a language other than English at home.1
Communication lapses are a recurrent contributing factor to incidents reported to PDL. A subset of these reports involves people who are culturally and linguistically diverse, and who may not have English language proficiency.
Why it’s important
Part of professional pharmacy practice includes providing “equitable, culturally safe, respectful and responsive health care to all people” and “supporting the person to actively participate in and make informed decisions about their health care through shared decision-making” (PSA Professional Practice Standards 2023)2. Pharmacists should seek to provide equitable patient care across all patient groups by supporting people to communicate effectively with pharmacy staff about their medications and healthcare needs. Engaging an interpreter who is suitably trained to assist in healthcare conversations can support pharmacists to communicate professionally and protect them from professional risk.1
Improving the patient experience
Many patients, even fluent English speakers, may find the Australian healthcare system complex and fragmented. Those with limited English proficiency face additional challenges.
To help reduce the risk of incidents, particularly those linked to communication lapses, PDL would like to remind pharmacists of the opportunity to better support this patient group with some suggested tips:
- Be aware of the interpreting services available for patients
- Use simple, everyday language, not medical jargon
- Provide visual aids or translated materials
- Write simple instructions to take home
- Be culturally sensitive and empathetic
- Use active listening
- Use techniques to assess for comprehension, e.g. ask the patient to explain the information back to you
- Be cognisant of translation errors or biases if a family member is interpreting
- Consider privacy issues if using a third-party person or service
- Follow any Standard Operating Procedures available at your pharmacy about communication with patients with limited English proficiency
Services and resources available
Pharmacists may find the following resources and services valuable to support patients with limited English proficiency:3
1.Free 24/7 access to the Translating and Interpreting Service (TIS) for Pharmacies through the Commonwealth Department of Home Affairs
This service includes:
- Priority access to interpreters, onsite or video interpretations for planned or complex consultations
- Pharmacist information sheet
- Instructions on how to use the Pharmacists Priority Line to access a free interpreter
Pharmacists and other staff working in pharmacies are eligible for the FREE interpreting service if:
- The pharmacy has a PBS approval number OR an individual who is an Ahpra registered pharmacist
- They are working in a community setting (hospital pharmacies should refer to their hospital’s interpreting policy)
- The patient is eligible for Medicare
Aged care interpreting services are also funded and provided through TIS, but through a different process. The webpage Translating and Interpreting Service (TIS National) for aged care service providers and older people in aged care provides further information.
To register and use the TIS, visit www.tisnational.gov.au. Once registered, pharmacists can call 1300 131 450 and quote their client code to connect with an interpreter.
2.Health Translations
A free library of multilingual health information, accessible via www.healthtranslations.vic.gov.au
Summing up
Using simple tools and free interpreter access, pharmacists can improve health outcomes and equity for all patients, while reducing the risk of communication-based incidents in the pharmacy.
References
- Australian Government Department of Home Affairs, Free Interpreting Service for pharmacies, 2025. Cited 21 July 2025 at https://www.tisnational.gov.au/en/Our-services/Free-Interpreting-Service/Eligible-groups/Pharmacies
- Pharmaceutical Society of Australia, Professional Practice Standards 2023, Version 6. Cited 21 July 2025 at https://www.psa.org.au/practice-support-industry/pps/
- Australian Government Department of Home Affairs. Welcome to TIS National. 2025. Cited 21 July 2025 at www.tisnational.gov.au
PDL members can call 1300 854 838 for advice and incident support from one of our Professional Officers.
