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As pharmacists take on more clinical responsibilities, including private consultations with patients, the need to ensure their own safety and legal compliance has never been greater. Claire Burrows and Thorrun Govind explore why a clear chaperone policy is vital…

The consultation room has become a familiar part of the pharmacy landscape. It’s where patients come for vaccinations, health checks, and confidential conversations.

For pharmacists, it’s a space that allows for more personalised care. But it’s also a space where they may find themselves alone with a patient, sometimes in emotionally charged or unpredictable situations.

While most interactions are respectful, the occasional difficult encounter can be unsettling and that is where the law plays a vital role.

Employers

The Health and Safety at Work etc. Act 1974 (HSWA) is the cornerstone of workplace safety legislation in the UK. It places a legal duty on employers to ensure, so far as is reasonably practicable, the health, safety and welfare of their employees.

For pharmacists, this means that employers must take active steps to make consultation rooms safe.

Employers are required to carry out regular risk assessments under the Management of Health and Safety at Work Regulations 1999. These assessments should identify potential hazards such as aggressive behaviour, infection risks, or poor room layout.

If the pharmacy employs five or more people, the findings must be documented and reviewed. Practical measures might include installing panic alarms, ensuring visibility from the dispensary, and having clear protocols for managing difficult consultations.

Training is also a legal requirement. Pharmacists should be supported with guidance on conflict de-escalation, emergency procedures, and infection control.

Employers must consult with staff about health and safety matters under the Health and Safety (Consultation with Employees) Regulations 1996, ensuring that pharmacists have a say in shaping the procedures that affect their working environment.

Pharmacists and locum pharmacists

Pharmacists themselves have responsibilities under Section 7 of the HSWA. They must take reasonable care for their own health and safety and that of others.

This includes being alert during consultations, maintaining professional boundaries, and knowing how to use safety features like panic buttons or emergency exits. Hygiene protocols and confidentiality standards must also be upheld, not just as professional obligations, but as legal ones.

One area that deserves particular attention is the use of chaperones. According to guidance summarised by Community Pharmacy England, it is not mandatory for pharmacy contractors to have a chaperone policy in place.

However, we would strongly advise that pharmacies adopt a clear and well-communicated chaperone policy. This protects both patients and staff, particularly during sensitive consultations.

Pharmacists should never assume a patient’s preferences. Instead, they should discuss the option of a chaperone openly with the person receiving care and respect their wishes. A transparent policy helps ensure consistency, builds trust, and reinforces a culture of safety.

The reality is that consultation rooms are where pharmacists deliver some of their most impactful care. They are also spaces where they may feel exposed.

The legal protections offered by the HSWA are designed to address these realities, but they must be supported by a workplace culture that prioritises safety and wellbeing.

Employers who listen to pharmacists, respond to concerns, and invest in training and infrastructure help foster a safer and more supportive environment.

Ultimately, when safety is embedded into the fabric of pharmacy practice, pharmacists are better equipped to focus on what matters most: providing compassionate, expert care to their patients.

Claire Burrows is a partner at Brabners LLP. Her co-author Thorrun Govind is a solicitor at Brabners, a pharmacist and TV health expert.