Table 3.

Challenging situations for overhearing conversations identified by pharmacists

Small pharmacies	…this particular pharmacy is small, so it's easy for a customer to overhear a conversation from another customer… P10
Consumers with hearing problems	…We had a lady and she couldn't understand…and I was trying to explain to her…and there was a customer waiting behind, and while I was trying to be really quiet, there was only so much [I could lower my voice] or the [lady] couldn't hear … but, as much as you try to keep that private, you can't … you're trying to explain to someone and another person is standing really close and the lady's talking loudly, so, I guess in that way, as much as you try to maintain privacy, you can't… P03
Comments by pharmacy assistants	…My friend, she had a urinary tract infection … and this was at the cashier, in front of everyone, and the [pharmacy assistant] said ‘Can I ask you a personal question – do you go to the toilet after you have sex?’ and my friend … and her husband was, like, ‘I'm out of here.’ And she said she was so embarrassed… P03
Telephone conversations	…if you're on the phone with someone who is hearing impaired and they say ‘speak up, speak up’ then you just don't know who might be listening, and you have to speak up because they can't hear you – and you may get a customer saying ‘well, what was that all about?’ P23 …Because of the high volume of methadone clients, we're constantly communicating [by telephone] with doctors and nurses, prison officers, police … regarding this specific group of people who need a lot of attention… so phone is difficult… P08