A cross-sectional online survey: exploring the patient perspective of community pharmacies delivering care to ethnically diverse individuals with disabilities

Abstract

Background: Approximately 1.3 billion people or 16% of the global population have a disability and those from diverse backgrounds experience greater health disparities. To reduce inequities, healthcare professionals are encouraged to include the patient’s cultures in their care. Aim: This study was a prospective, cross-sectional, questionnaire-based study that obtained patient perception of community pharmacies providing culturally responsive care to ethnically diverse patients with disabilities in the US. Method: Respondents (over 18 years and understand English) were recruited by Qualtrics to complete an anonymous, nationwide, online survey from August 7 to August 14, 2024. The survey asked for demographic information, frequency of encounters with the pharmacy, perception of quality of care based on their identities (ethnicity, disability), barriers in obtaining medications, and suggestions to improve services. Demographics were reported using descriptive statistics and the Kruskal–Wallis test was used to compare Likert scale responses. Results: A total of 1218 respondents completed the survey; 200 self-identified as white, non-Hispanic without disabilities which served as the control and 1018 patients were from an ethnically diverse background with a disability (n = 518) or without disabilities (n = 500). In all of the cohorts, over 50% of respondents were satisfied with the quality of care provided by pharmacists and pharmacy staff. Barriers identified by those with a disability were communication issues (specific to hearing) and the limited physical space for patients in wheelchairs. Conclusion: The barriers noted by the patients can be addressed through increasing cultural intelligence training or continuing education for pharmacists and staff to promote inclusion.