Enter and view: DEU-Chem Pharmacy, Handsworth
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Healthwatch Birmingham undertook an unannounced enter and view visit to DEU-Chem Pharmacy, Handsworth on 28 May 2015.The purpose of the visit was to observe service delivery in a busy high street pharmacy serving a diverse and relatively deprived local population, where access to wider health services is limited.
The visit used a mystery shopping methodology, in which representatives asked staff about medicine use reviews, smoking cessation support, and repeat prescription services. Observations focused on the quality of advice, staff interactions, and the physical environment.
Overall, the pharmacy environment was found to be clean, modern, spacious, and welcoming, with accessible features such as wide aisles and a low counter. However, the absence of an automatic door could pose difficulties for some users with mobility needs.
Staff were observed treating customers with politeness, dignity, and respect, including taking care to ensure privacy when discussing sensitive issues. The staff member on duty demonstrated good knowledge of products and local health services, particularly when advising on smoking cessation and signposting to GPs.
However, there were some limitations in service delivery. With only one staff member present, it was difficult to manage customer demand during busy periods, leading to brief interactions and insufficient reassurance for some queries. In addition, the pharmacy advertised a stop smoking service that was not currently available, which could create confusion.
The report also found that information for customers was limited in some areas. There was no visible complaints procedure, and the pharmacy lacked a website, reducing accessibility to information and opportunities for engagement. The range of smoking cessation products available was considered reasonable but limited.
The report concludes with several recommendations, including removing advertisements for unfunded services, reviewing staffing levels, improving accessibility through measures such as a doorbell, expanding the range of smoking cessation products, and developing a website to better inform and engage customers.