Enter and view: Intrahealth Chilton Pharmacy

Healthwatch County Durham carried out an enter and view visit to Intrahealth Chilton Pharmacy on 15 August 2017 to understand why the pharmacy achieved high levels of patient satisfaction and to identify examples of good practice. During the three-hour visit, Healthwatch carried out 37 individual conversations with customers, alongside observations of the service and discussions with staff. 

People consistently praised the pharmacy’s staff, describing them as friendly, approachable, knowledgeable and reliable. Customers valued the time staff took to explain medicines, carry out medication reviews and offer advice, often feeling they received more detailed support than was available elsewhere. Many also highlighted the pharmacy’s convenient location next to the medical centre and its ability to keep medicines in stock, avoiding the need for multiple trips to collect prescriptions. 

Healthwatch observed positive relationships between staff and customers, with staff often knowing individuals personally and taking time to speak with them in an unhurried manner. The pharmacy was found to be bright, accessible and well organised, with good teamwork among staff. The main concern raised related to access for disabled people, as those parking in nearby disabled bays were often unaware they could use a closer entrance through the medical centre. Some customers also suggested longer opening hours and improvements to the automatic doors. 

Healthwatch concluded that the pharmacy provided a highly valued service and identified staffing, customer service, stock availability and personalised support as key strengths. Recommendations focused on maintaining current staffing levels and service quality, retaining strong communication with customers, ensuring medicines remained readily available, and improving information about accessible routes into the building for disabled users.