Unfortunately it is fairly common that people neglect taking their prescription medications. Most non-adherence is intentional with patients making a rational decision not to take their medicine based on their knowledge, experience and beliefs.

The top 8 reasons people purposely don’t adhere to taking their medication as prescribed are as follows:

• Fear - Patients may be frightened of potential side effects or have experienced either themselves or witnessed friends or family experiencing previous side effects with a similar medication and this then raises the fear factor and the reluctance to take the medication.
• Cost - In some areas of the UK, prescriptions have to be paid for and this cost is the reason some patients don’t follow their medication as prescribed as they either can’t afford to constantly refill their prescription or they ration their medication over a longer period of time.
• Misunderstanding - When a patient does not understand the need for the medicine, the nature of side effects or the time it takes to see results.
• Too Many Medications - When a patient has several different medicines prescribed, the likelihood of them adhering to the directions for consumption reduces. Gps can try combat this by simplifying the dosing schedule were allowed in order to take multiple medications at the one time during the day. Another way to combat is using long-acting drugs which provide a longer period between needing to retake the medication.
• Lack of Symptoms - Patients who don’t feel any different when they start or stop their medicine might see no reason to take it. Additionally, once a patient’s condition is controlled, they may think the problem has resolved and may discontinue using the medication.
• Mistrust - Mistrust can cause patients to be suspicious of their doctor’s motives for prescribing certain medications.
• Worry - If a patient is concerned about becoming dependent on a medicine, this can result in then not following the directed instructions.
• Depression - Patients who are depressed are less likely to take their medications as prescribed.

HSCB has previously issued guidance on best practice around requesting and dispensing repeat medications. In the majority of cases, patients themselves should contact their GP surgery directly to order their prescriptions. It is recognised that some patients e.g. very elderly, those with serious mental illness or learning disabilities, may require support when ordering their repeat medications.

Reflection 🤔

In recent years the NHS has been at the receiving end of criticism for over complicating the messaging they put out to their users. Using vocabulary that sounds and looks intelligent may seem professional, but for the intended users it only causes confusion and therefore impacts their experience which leads to frustration. Large organisations such as the NHS are made up of executives, managers and staff who have been within the industry a long time and therefore develop an inward looking culture. This inside knowledge of how the process works, makes it difficult for them to empathise with the users and their frustration points as someone using the process for the first time.

With more industries becoming reliant on mobile and software systems, implementation of a good user experience has become the predominant consideration. By addressing the existing frustrations between users and technology, designers can help ensure that both the needs of the user and staff are being met within the healthcare sector.

“Humans unanimously benefit from knowing where they are in a process and how a process works,” says UX consultant Gareth Dunlop as he explained why process and guiding the users through, is important to the user experience.

“To establish trust, technology should augment rather than replace patient-provider relationships.”

Every patient experience is going to be unique to them, so it’s important to understand the personal process of healthcare. Inclusive design takes into consideration all user types, from those with low digital literacy to those with a permanent, temporary or situational disability.