Enter and view: Roche Pharmacy

Healthwatch Cornwall undertook an enter and view visit to Roche Pharmacy on 13 April 2026. They spoke to 18 people. The purpose of the visit was to observe the pharmacy environment and processes, gather feedback from patients and staff, and identify opportunities to improve patient experience and service delivery. 

Overall, the pharmacy was found to provide a busy service, dispensing a large volume of prescriptions and offering additional services such as COVID-19 vaccinations and Pharmacy First consultations. Staff interactions were consistently observed to be respectful, patient-centred, and supportive, with patients often being greeted promptly and assisted appropriately. Waiting times were generally short, although they increased during busier periods. 

The environment contained a wide range of informational posters and materials; however, some were outdated or not clearly displayed, which reduced their usefulness. The physical condition of the building showed signs of wear, including peeling paint and untidy outdoor areas, and some retail shelves were sparsely stocked or had gaps. 

Patient feedback was very positive overall. All sixteen patients spoken to expressed satisfaction with the staff, describing them as kind, helpful, and attentive. Patients particularly valued the personalised service and the effort staff made to support individual needs, including preparing medication in accessible formats. Many patients also praised the range and convenience of services offered. 

However, some patients reported occasional difficulties obtaining medications, including delays or partial prescriptions due to stock shortages. These issues were often attributed to wider national supply problems, and staff were generally seen to communicate clearly and do their best to resolve them. Views on waiting times varied, with some patients reporting delays at busy times. 

Staff feedback highlighted a positive working culture but also identified challenges, particularly around medicine supply shortages and difficulties contacting local GP surgeries, which could lead to delays. Staff also acknowledged that parts of the building required maintenance. 

The report makes several recommendations, including improving the condition of the building and grounds, regularly updating and organising informational displays, strengthening communication with local GP practices, exploring alternative supply options for medicines, and improving the organisation of retail and non-prescription stock.