'What You Can Expect from Your Pharmacy Visit' Poster

On September 1st, 2024, bylaws were introduced requiring pharmacies in British Columbia to display the 'What You Can Expect from Your Pharmacy Visit' poster in its original, unmodified form.

This requirement is outlined in Professional Practice Policy-77 Signage within the Pharmacy (Expectations of Care Poster) (PPP-77) and section 23.4 of the Pharmacy Operations and Drug Scheduling Act (PODSA) Bylaws.

This poster was designed to enhance transparency and trust by clearly communicating the standards of care that the public can expect from their pharmacy team. The poster is a key part of CPBC’s efforts to make pharmacy services more transparent, accessible, and person-centred, helping clients understand their rights, ask informed questions, and be active partners in their own care.

It also supports CPBC’s ongoing commitment to cultural safety, cultural humility, and anti-racism and the elimination of Indigenous-specific racism in health care. The poster was developed through extensive engagement with Indigenous communities, the BC Public Advisory Network, and other health system partners, with artwork created by Indigenous artist Bayja Morgan-Banke from the Toquaht (Nuu-Chah-Nulth) and Secwépemc (Shuswap) Nations.

By clearly stating what respectful, person-centred care looks like, the poster helps create safer, more inclusive pharmacy environments for all clients — regardless of their background, identity, or health needs.

There are clear requirements for how and where the What You Can Expect from Your Pharmacy Visit poster must be displayed. These ensure that every client who visits a pharmacy in BC can easily see and read the poster, that it appears the same way in every pharmacy, and that it remains a trusted source of information.

All pharmacies in BC must display the poster in accordance with the following requirements as outlined in PPP-77 and PODSA Bylaws section 23.4.

The poster must be displayed:

• Clearly, within the pharmacy, and at all times when clients or the public may be present in the pharmacy.
• In a manner and location that makes the poster clearly visible and readable to members of the public from every consultation area or counter where a member of the public can obtain a full pharmacist's advice.
• In a manner that makes it visually distinctive from other signage that may be displayed at the pharmacy.

The poster must be displayed:

• In good condition or displayed on an electronic sign that is in good working condition.
• In colour, with the same colours as appear in Appendix A of PPP-77.
• In a minimum size of 8.5 by 11 inches, and with an aspect ratio of 4:3 if displayed in a larger size.

The poster:

• Cannot be customized. PPP-77 requires that the poster be displayed exactly as it appears in the policy.
• Any modifications, including colour changes or the addition of corporate branding would not comply with the requirements outlined in PPP-77 or PODSA Bylaws section 23.4.

Registrants are reminded that the "What You Can Expect From Your Pharmacy Visit" poster must be visible and readable from every consultation area or counter where a member of the public can obtain a full pharmacist's advice. Posters displayed in areas that are not visible and readable to the public are considered non-compliant with the display requirements.

In addition, depending on their layout, some pharmacies may need to display multiple posters in different areas to ensure one is visible and readable to clients at all times during their visit.

Download the Poster

The "What You Can Expect from Your Pharmacy Visit" poster is available for download in a variety of languages. At a minimum, pharmacies are required to display the English version of the poster in all applicable areas of their pharmacy. However, pharmacies are encouraged to display additional language versions to better serve their specific communities.

Available languages include: 

• Arabic
• Chinese (Simplified and Traditional)
• English
• Farsi (Persian)
• French
• Korean
• Punjabi
• Spanish
• Tagalog
• Vietnamese

About the Artist: Bayja Morgan Banke

Bayja, an artist from the Toquaht (Nuu-Chah-Nulth) and Secwépemc(Shuswap) nations, grew up in Tofino in a family where creativity was a way of life. Her grandmother painted and sang, while her father and grandfather were skilled carvers.

With an educational background in film and animation, Bayja now works as an illustrator at Indigenous Marketing Solutions. She's passionate about preserving Indigenous languages and tells stories through her art, blending traditional techniques with animated styles. Each piece she creates honors her cultural heritage and connects the past with the present.

Bayja's art is both heartfelt and hopeful, celebrating Indigenous traditions while imagining a future where these stories continue to thrive.

The icons featured on the poster were designed by Bayja, with each icon holding deep meaning that reflects the core values and expectations of pharmacy care:

	Culturally Safe and Inclusive Care The depiction of hands encircling the sun symbolizes embracing diversity and the warmth of inclusive care. It represents our dedication to creating an environment where everyone feels respected and valued, regardless of their cultural background.
	Verification of the safety and suitability of medication The image of the tranquil loon, a symbol of peace, embodies the calm and reassurance you experience when assured that your medication is suitable and clearly explained. It reflects a commitment to providing medication that instills confidence and peace of mind.
	Effective and Clear Communication The image of a wolf howling at the moon signifies the importance of clear and open communication. Just as the wolf's howl is distinct and understood, so should the conversation between you and your pharmacist about your medication.
	Respect for Privacy The hand with an eye, resembling a stop sign, is a powerful emblem of privacy and personal space. It conveys your right to discretion, to proceed at your own pace, and to assert your boundaries comfortably.
	Accuracy and Protection of Health records The sea urchin, with its protective spines, represent the vigilant protection of your health records, ensuring they are correct, secure, and treated with the utmost care.

Why do I need to display this poster in my pharmacy?

This poster empowers clients to take a more active role in their care by clearly communicating what they should expect from their pharmacy visit. When clients understand these expectations, they become partners in ensuring they receive quality, culturally safe care.

Additionally, the poster reflects our commitment to addressing systemic discrimination and barriers in healthcare, particularly for Indigenous Peoples and marginalized communities. It centres anti-racism and Indigenous perspectives as core expectations within the pharmacy experience, ensuring pharmacy visits are respectful encounters where people feel valued and heard.

Display is required under PPP-77 and PODSA Bylaws section 23.4.

Can I modify the poster to include my pharmacy's branding?

No. PPP-77 requires that the poster be displayed exactly as it appears in the policy. Any modifications, including colour changes or the addition of corporate branding would not comply with the requirements outlined in PPP-77 or PODSA Bylaws section 23.4.

Can I display the poster in black and white?

No. In accordance with PPP-77 and PODSA Bylaws section 23.4, the poster must be displayed in colour, with the same colours as appear in Appendix A of PPP-77.

I have one poster at my main counter. Is that sufficient?

Only if that poster is clearly visible and readable from every consultation area or counter where a member of the public can obtain a full pharmacist's advice, as required by PPP-77 and PODSA Bylaws section 23.4. Most pharmacies require multiple posters.

What happens if I'm not compliant?

Enforcement will be addressed through CPBC's inspection and follow-up processes to verify compliance with PPP-77 and PODSA Bylaws section 23.4.

Why is cultural safety emphasized on this poster?

BC is a diverse province, and pharmacies are committed to providing care that is respectful and inclusive of everyone's cultural background

How can I be sure my pharmacist will explain my medications to me clearly?

Pharmacists have a professional responsibility to ensure you understand your medication and open communication with your pharmacist is key to your healthcare. If you have any questions or concerns about your medication, please discuss them with your pharmacist to ensure you are well-informed.

What should I do if I feel my privacy has been violated at a pharmacy?

You can voice your concerns to the pharmacy staff or the manager. If the issue is not resolved, please contact the College of Pharmacists of BC.

What does 2S/LGBTQINA+ mean?

2S/LGBTQINA+ is an acronym for Two-Spirit, Lesbian, Gay, Bisexual, Transgender, Queer and/or Questioning, Intersex, Non-sexual, Asexual, and additional identities. It is an inclusive term used to acknowledge and respect the diversity of sexual orientations, gender identities, and gender expressions. The plus sign (+) signifies the inclusion of individuals who identify with other sexual orientations or gender identities not explicitly listed in the acronym.

What is the purpose of this poster in pharmacies? What does this poster mean for me as a client?

This poster serves as a friendly reminder of the high standards of care you can expect from your pharmacy team. These standards, set by the College of Pharmacists of BC, cover everything from ensuring your medications are safe and appropriate, to respecting your privacy and cultural background. By outlining these standards, we hope to empower you to actively participate in your healthcare and feel confident in the care you receive.

I was recently at a pharmacy, and I did not feel that I’ve received the kind of unbiased care described in the poster. What should I do?

If you feel the standard of care is not met during your pharmacy visit, we encourage you to contact the College of Pharmacists of British Columbia to share your experience.

What should I do if I see someone or know someone who is being discriminated against in a pharmacy?

If you witness or are made aware of someone experiencing discrimination in a pharmacy, you are encouraged to support them in reporting their experience to the pharmacy team or manager. If the issue is not adequately addressed, you or the impacted individual are encouraged to file a complaint with CPBC.

How do I contact the College about a concern?

If you have a concern about the care you received from a pharmacist or pharmacy technician, the best place to start is to speak directly with that person about your concern. Simple miscommunications are often at the root of many concerns, and although it may be difficult, a face-to-face discussion is often the best way to resolve an issue.

If you are unable to resolve the concern with the pharmacist or pharmacy technician, please let the College know.

The College takes all concerns seriously. We review each to determine the best approach to resolve the issue. Please visit this page for more information.

For Pharmacy Managers: Can I customize this poster, including changing the colors and adding my logo?

No, the poster cannot be customized. Professional Practice Policy-77 (PPP-77) requires that the poster be displayed exactly as it appears in the policy. Any modifications, including color changes or the addition of corporate branding would not comply with the provisions outlined in PPP-77 or section 23.4 of the Pharmacy Operations and Drug Scheduling Act (PODSA) Bylaws.