Residents rate pharmacy services highly and see them as the easiest health services to access

We gathered feedback on pharmacy services as part of our Community Research and Support Programme for 2023. Our partners interviewed residents one-to-one and ran focus groups. We heard from almost 150 local people from communities experiencing health inequalities. Generally speaking, people rated pharmacy services highly. They reported good experiences as well as positive relationships with pharmacy staff.

Which pharmacy services are working well?

People told us that most of the services they used were working well, especially NHS prescriptions, repeat prescriptions, and the advice service. The advice service saved people from having to contact the GP, and residents valued this. The health system wants patients to use pharmacy when appropriate to help take pressure off GP services, and many of the people we spoke to are already doing this.

“They give me advice on miscellaneous health concerns and suggestions about supplements and things I can do to alleviate symptoms to other issues I have and it actually works so well I don't have to see a doctor most times.”

As well as discussing individual services, people also identified characteristics of the pharmacy service as a whole that they valued. They liked the opening hours, the convenience, the customer service, and the speed of services. They saw pharmacy as the most accessible health service.

What other services would you like to see in pharmacies?

Many wanted to see pharmacies playing a bigger part in the delivery of diagnostic and preventative services which they felt were less accessible when offered via the GP or hospital.

"If the results could be discussed with the doctor I would be happy to have the actual test at the pharmacy as it is time consuming and more stressful at the hospital.”

Suitable services included blood tests, urine tests, blood sugar tests, asthma checks, cholesterol and other health checks for early diagnosis, health checks for children, testing for nutritional deficiencies, weight monitoring and support, and blood pressure checks. It was still important to people that decisions about follow-up were taken by doctors.

 

Other people wanted to see a wider range of injections/vaccinations on offer, referrals to specialists, and, because pharmacies are often very public spaces, more resources to support the minor illness consultation service offered in some community pharmacies.

 

Finally, it is worth noting that the residents we spoke to about pharmacy services also greatly valued GP services. Pharmacies were doing a great job of supporting general practice but were in no way seen as a replacement.