Innovations in Pharmacy

Healthwatch Dudley was commissioned by NHS Dudley Clinical Commissioning Group to gather views on two pharmacy initiatives: Practice Based Pharmacy, which places clinical pharmacists within GP practices, and the Prescription Ordering Direct (POD) service, which allows repeat prescriptions to be ordered by telephone. Feedback was gathered through focus groups involving people with experience of these services. Overall, participants viewed pharmacists as a valuable source of healthcare advice and support. 

People reported that practice-based pharmacists provided more time to discuss medicines, answer questions and help them understand their health conditions. Participants felt pharmacists could be trusted to monitor medicines, identify potential problems and support people with long-term conditions. Many welcomed having direct access to a healthcare professional with specialist knowledge of medications who could work alongside GPs and other healthcare staff. 

The Prescription Ordering Direct service was generally seen as a convenient alternative to requesting repeat prescriptions in person or online. Participants valued the increased choice and felt pharmacists could help improve prescribing efficiency, reduce waste and resolve medication issues. However, some respondents wanted clearer information about when and how pharmacists could access patient medical records, emphasising the importance of maintaining confidentiality and public trust. 

Healthwatch concluded that both services were making a positive contribution to patient care, but that greater public awareness was needed. Recommendations included promoting the role of pharmacists more widely, improving public understanding of pharmacy services, providing clear information about access to medical records, reducing organisational barriers between healthcare professions and demonstrating how innovative pharmacy services contribute to more integrated and effective healthcare.