Experiences of community pharmacies in West Essex
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Healthwatch Essex explored residents’ experiences of community pharmacies across west Essex between October 2025 and March 2026. Feedback was gathered from 110 survey respondents and five in-depth interviews. Overall, pharmacies were viewed positively and widely used, with nearly three-quarters of respondents using a pharmacy at least monthly. Residents valued pharmacies for collecting prescriptions, obtaining advice, purchasing medication and receiving vaccinations, and many described them as accessible, convenient and quicker to access than GP services.
Participants were generally positive about pharmacy staff, describing them as knowledgeable, professional, friendly and supportive. Most respondents felt confident seeking advice about minor illnesses and medication-related issues. However, awareness of the full range of services available through community pharmacies, including Pharmacy First, remained relatively low. Many people still viewed pharmacies primarily as places for dispensing prescriptions rather than as providers of clinical care and treatment.
The main concerns related to privacy, communication and coordination between pharmacies and GP practices. Respondents reported being uncomfortable discussing sensitive health issues at pharmacy counters where conversations could be overheard. Others highlighted delays with prescriptions, poor communication between services and inconsistency in the range of services offered by different pharmacies. Some participants also questioned whether pharmacies had sufficient capacity, staffing and funding to take on additional responsibilities.
Healthwatch concluded that community pharmacies are a trusted and valued part of the healthcare system, but their potential is not fully understood by the public. Recommendations focused on improving public awareness of available services, strengthening communication between pharmacies and GP practices, increasing privacy during consultations, improving accessibility and inclusivity, investing in pharmacy staffing and infrastructure, and expanding the role of pharmacies in prevention, diagnosis and ongoing healthcare support.