Enter and view: Broadway Pharmacy with Cure Clinics

Healthwatch Lancashire undertook an enter and view visit to Broadway Pharmacy and Cure Clinic on 8 November 2024.  They wanted to understand concerns about general accessibility in pharmacies and also to understand how service changes are perceived by members of the public in light of the recent Pharmacy First initiative.  They spoke to 18 people in total.

The pharmacy is accessible for patients with level access and automatic door access. On entry into the pharmacy there is a large space for patients to move around and seating available for those waiting for prescriptions. There are three consultations rooms which were being used at the time of the visit for vaccinations and Pharmacy First consultations. 

The pharmacy became very busy during the visit and staff were seen to be calm and dealt with patients requests quickly and efficiently. Staff were observed to be supporting each other to get the queue down, and patients experienced minimal wait time before their prescription was ready. 

Staff members were observed to be greeting patients as they entered the pharmacy. Staff were friendly and professional and were seen supporting patients with their queries. 

Overall staff satisfaction was positive, with staff mentioning the support they receive and how they support each other in the main pharmacy area. An improvement mentioned by staff was the need to learn sign language in order to create a more inclusive environment. Also, more communication between the staff upstairs and downstairs would be beneficial. 

Overall, patients were satisfied with the service being provided. Many of the patients spoke about the kindness and professionalism of the staff in the main pharmacy and how they will bend over backwards to support them. The only recommendation that was mentioned by patients was around signage in the reception area of the pharmacy, as there are two desks and it is not clear which to go to if staff are not there to greet them.