Enter and view: Boots, Launceston

Healthwatch Cornwall undertook an enter and view visit to Boots pharmacy in Launceston on 6 October 2025.  They spoke to 19 people. The purpose of the visit was to observe how the service operates, gather feedback from patients and staff, and identify areas for improvement. 

The pharmacy is located within a town-centre Boots store and dispenses around 2,400 prescriptions each week, as well as offering additional services such as Pharmacy First consultations and health checks. It is staffed by a full-time pharmacist and a team of dispensers. 

Overall observations during the visit were positive. The premises were clean, well-organised, and accessible, with clear signage and a welcoming environment. Waiting times were generally short, with the longest observed wait being around five minutes, although there was no seating available for patients who needed to queue. Staff were seen interacting with patients in a calm, helpful, and professional manner. 

Patient feedback was largely favourable. Most patients described staff as kind, caring, and approachable, and several appreciated the ability to access advice quickly through the Pharmacy First service rather than waiting for a GP appointment. However, some patients reported occasional issues with prescriptions not being ready on time and expressed dissatisfaction with queuing, particularly for non-prescription purchases. Views on waiting times were mixed.

Staff feedback highlighted that while the working environment was generally positive and supportive, there were frustrations about the high number of paper (manual) prescriptions, which slowed down processes, and a perceived lack of effective collaboration with the local GP surgery. 

The pharmacy manager echoed these concerns, noting that delays were often linked to manual prescriptions and collection schedules from the GP surgery. They also highlighted that referrals into Pharmacy First services were lower than expected and suggested improved coordination with the surgery. Despite these challenges, the manager reported improvements in prescription turnaround times and high uptake of flu vaccinations.

The report made several recommendations, including increasing the use of electronic prescriptions, improving referral pathways from the GP surgery, providing seating for waiting patients, and reviewing staffing levels at busy times to reduce waiting.

In response, Boots Launceston Pharmacy accepted the feedback and committed to working with the GP surgery to increase electronic prescribing, exploring options for seating, and continuing to monitor staffing and waiting times to improve the patient experience.