Using pharmacies or dispensing doctors in County Durham

Healthwatch County Durham undertook research on people's experiences of accessing pharmacy and dispensing doctor services across County Durham. The consultation took place between July and September 2017 and gathered feedback from 397 people through an online survey, community groups, an annual event, pharmacy consultations and three enter and view visits to local pharmacies. The research explored awareness of pharmacy services, willingness to use them and opportunities to expand their role in supporting local healthcare. 

The research found that pharmacy services were highly valued, with 94% of respondents reporting that pharmacy staff were polite and helpful and 78% saying they felt comfortable seeking advice from a pharmacist. People particularly appreciated friendly staff, timely access to prescriptions and the advice provided about medicines and health conditions. However, awareness and use of many pharmacy services, such as smoking cessation support, sexual health testing and flu vaccinations, were much lower than awareness and use of prescription dispensing services. 

Participants highlighted several improvements they would like to see, including longer opening hours, especially at evenings, lunchtimes and weekends, quicker prescription dispensing, larger waiting areas and better privacy when discussing health concerns. People also expressed interest in additional services such as blood pressure checks, disposal of sharps boxes and travel vaccinations. Feedback from blind and partially sighted people identified barriers relating to medication packaging, communication and accessibility. 

Healthwatch concluded that pharmacies were a trusted and valued part of local healthcare but that their wider role was not well understood. Recommendations included improving awareness of lesser-known pharmacy services, increasing privacy for consultations, improving accessibility for disabled and visually impaired people, extending opening hours, and expanding the range of community-based services available through pharmacies to help reduce pressure on other parts of the health system.