Enter and view: Day Lewis Pharmacy, Chester Road, Newquay
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Healthwatch Cornwall undertook an enter and view visit to Day Lewis Pharmacy on Chester Road, Newquay on 20 April 2026. They spoke to 23 people. The purpose of the visit was to observe services, gather feedback from patients and staff, and assess the overall quality of care and experience.
Overall, the pharmacy was found to be well-organised, accessible, and generally providing a positive patient experience. Staff were welcoming, cooperative, and allowed full access to all areas during the visit. Information displayed throughout the pharmacy was clear, up to date, and covered relevant topics such as wellbeing, data protection, and available NHS services.
Patient feedback about staff was largely very positive, with many describing staff as helpful, polite, and professional. Patients felt supported and valued the advice they received.
However, several issues were identified:
- Waiting times and queues could increase during busy periods, sometimes reaching around seven minutes. While additional staff helped when needed, delays still occurred occasionally.
- A specific incident was observed where a patient experienced a longer wait due to misfiled medication, highlighting occasional problems in dispensing processes.
- Stock availability was a common concern among patients, with some reporting repeat visits due to medications not being available.
- Some patients found waiting times frustrating, although others felt the service was efficient overall.
The environment was comfortable, with seating available, and patients were able to use an automated dispensing system without difficulty.
Staff feedback indicated challenges with staffing levels, workload pressures, and medicine supply issues, which affected service delivery. Recruitment and retention were noted as ongoing concerns, contributing to pressure on the team.
Based on the findings, Healthwatch Cornwall made several recommendations, including:
- Reviewing staffing levels to ensure sufficient cover at busy times.
- Improving management of dispensing processes and stock availability.
- Enhancing communication with patients about delays or unavailable medication.
- Continuing to improve patient experience through efficient service delivery.