People’s experiences of pharmaceutical services in North Tyneside

Healthwatch North Tyneside conducted a survey and gathered feedback from 389 residents to inform the revision of the North Tyneside Pharmaceutical Needs Assessment (PNA). The aim was to understand how local people use pharmacy services, their experiences of accessing them, and where improvements may be needed.

The findings showed that pharmacies are widely used in North Tyneside, with 61% of respondents visiting a pharmacy at least once a month. Most people regularly use the same pharmacy, and high street pharmacies were the most commonly used. Half of respondents travelled to their pharmacy on foot and almost half travelled by car. 

Dispensing medicines, repeat prescription services, and advice about medicines were the most frequently used pharmacy services. However, many additional services that pharmacies provide were either underused or not widely known about. Awareness was particularly low for sexual health testing, asthma management services, and telephone support. Other services, such as adult flu vaccinations, healthy lifestyle support, self-care information, and signposting to other services, were well known but had relatively low levels of uptake.

Overall, respondents reported high levels of satisfaction with their local pharmacies. Many praised staff for being friendly, helpful, knowledgeable, and efficient. Customer service, professional advice, speed of service, and the availability of medicines were frequently highlighted as strengths. More than 50 respondents stated that their pharmacy did not need any improvements.

Despite generally positive experiences, several areas for improvement were identified. Some respondents reported long waiting times, difficulties obtaining medicines that were out of stock, and concerns about pharmacy opening hours, particularly during lunch periods, evenings, and weekends. Others felt that staffing levels affected the quality and speed of service. 

Most respondents felt comfortable seeking advice from pharmacists, but some preferred to consult their GP for more specialised health concerns. A minority of respondents also raised concerns about privacy and confidentiality, stating that pharmacy environments were sometimes too public for discussing personal health issues. 

The report concluded that while pharmacy services in North Tyneside are generally well regarded, there is scope to improve access to and awareness of additional pharmacy services. Healthwatch recommended that the PNA Steering Group focus on increasing awareness and uptake of underused services, monitoring service quality, reducing waiting times, improving stock availability, and reviewing pharmacy opening hours. The report also recommended ongoing engagement with local people to ensure that pharmacy services continue to meet community needs.