Enter and View: Boots Pharmacy in Oxford city centre

Healthwatch Oxfordshire visited the Boots Pharmacy on Cornmarket Street in Oxford city centre in October 2024. They visited after hearing of problems people were having around medication shortages and waiting times for prescriptions when using pharmacies across the county. 

Healthwatch Oxfordshire spoke to 16 customers/patients and 7 staff members during their visit.

Key findings

• The shop and pharmacy were in good condition, although some corridor areas looked a bit tired and the internal signage within the store could be improved.
• Customers expressed appreciation for the care and support provided by pharmacy staff, although some said they had to wait a long time to collect their medication.
• Staff highlighted some of the challenges they faced, including patients coming to the pharmacy immediately after their GP appointment before their prescription had arrived, and issues caused by the shortage of some medications.
• There was no translated information or leaflets in other languages on display. There was also no information about how to access an interpreting service or information on how to use the pharmacy’s hearing loop.
• There was no suggestion box, but there were posters with QR codes on the pharmacy counter and on the wall of the consultation room for people to give their feedback.
• Conversations with customers at the counter could be heard by other customers waiting.

Recommendations

• Ensure translated information and leaflets are available along with posters to promote the pharmacy’s interpreting services.
• Provide signage for the hearing loop.
• Ensure confidentiality is maintained during conversations and sharing of personal information with customers at the counters.
• Improve staff awareness of both complaints and interpreting services.
• Communicate clearly with patients around waiting times.
• Improve the worn condition of certain corridor areas.
• Review existing signage from a customer/patient’s perspective.
• Reorganise the storage of equipment to make more space in the consultation room.
• Consider creating a welcome pack for students.

The report includes an email from the store manager which sets out how it plans to respond to the recommendations made. The store has pledged to refresh its signage and posters, make hearing loop signage more prominent and raise awareness of translation services. Since the visit, the team has reorganised the consultation room and assigned space in the back shop to support with additional storage for non-essential items. Other things are already planned in, including remedial work.