Message from the Registrar and CEO: Expectations of Care Poster: What We Found
A few years ago, the Board embarked on what they saw as a straightforward project: creating a simple "bill of rights" for pharmacy care. The idea was to develop an accessible way to help the public understand what they should expect when they walk into any pharmacy in BC. This led to our "What You Can Expect from Your Pharmacy Visit" poster, which has been required in all BC pharmacies since September 2024.
The poster emerged from our regulatory work, the complaints we received, and conversations with communities across the province. We began to see signs that in many cases, clients did not fully understand what kind of care and attention they should be receiving from pharmacy professionals. Additionally, over the past few years, we have become more aware of the systemic discrimination and barriers faced by Indigenous Peoples when accessing care in all parts of our healthcare system, including within pharmacies.
I love the Swiss Cheese Model for thinking about medication safety. Picture slices of Swiss cheese stacked together, each representing a layer of protection in our system. Each slice has holes – natural weaknesses – but with enough slices, if something gets through one hole, another layer stops it. What we realized was that we could add another layer of safety with this poster – one that includes clients and empowers them to take a more active role in their care. When clients know what to expect, they become partners in ensuring they get the quality care they deserve.
The poster also became a way to centre anti-racism and Indigenous perspectives as core expectations within the pharmacy experience. Recently, we decided to take a closer look at how well this is working in practice across BC pharmacies.
Where We Are Today
Fast forward to this year. We conducted unannounced focused inspections at randomly selected pharmacies across the province – and I have to admit; the results were disappointing. Despite our extensive communication about this requirement, we continued to observe varying rates of compliance across pharmacies.
What we found was that 83% of inspected pharmacies had some form of non-compliance with the poster display requirements. Some pharmacies had no poster displayed at all, others had posters displayed in black and white instead of colour, and many had posters that weren’t visible from all the consultation areas where clients receive advice. We also saw modified versions of the poster.
Breaking Down the Results
One thing that really stood out to me was that while only 17% of inspected pharmacies had no poster at all, the majority – about 59% – simply needed more posters for their particular layout. What this tells me is that many pharmacies understand they need to display the poster, but the practical details of implementation aren't always clear, especially given how different each pharmacy layout can be. The requirement is that the poster must be visible and readable from every consultation area or counter where clients can obtain a full pharmacist's advice.
In practice, this often means having multiple posters throughout the pharmacy – one in the consultation room, another at the pick-up counter, maybe one at drop-off too – because one poster simply can't be seen from every place a client might be.
Beyond the Numbers
A few months ago, we conducted a focus group with members of the public to get their thoughts on the poster and what people told us was both encouraging and concerning. Participants said they appreciated the poster and that it gave them a sense of accountability and protection for their rights as clients. But here’s what they felt and what worried me: they also thought the poster needed to be displayed much more prominently. In fact, more than half of the participants we spoke to had not actually noticed it in their local pharmacy.
The poster is vital for all to see but especially for those in marginalized communities, this poster represents a commitment to making sure pharmacy visits are respectful, culturally safe encounters where people feel valued and heard rather than overlooked. And that’s why getting the display right matters so much – it’s the first step in making these commitments visible and real.
I encourage every pharmacy professional to see this poster as an invitation to be part of building a healthcare system that truly serves everyone. When we get this right, when every client can expect the care this poster describes, we will have taken a meaningful step toward the inclusive, equitable healthcare system that all British Columbians deserve. I'm asking every pharmacy professional to be part of the solution.
We've recently updated our website to include clearer information and resources about the poster and its requirements, and I encourage you to read them at:
bcpharmacists.org/WhatToExpect
Thank you for your continued dedication to the clients and communities you serve.
Sincerely,
Suzanne Solven
Registrar and CEO | College of Pharmacists of British Columbia