Local pharmacies: People's experiences of using services in Dorset

Healthwatch Dorset has published a report with results of a recent survey that sheds light on over 900 local residents' experiences with Dorset pharmacies. The findings offer valuable insights that can help improve access and service delivery, including the Pharmacy First scheme, for all Dorset communities.

According to the survey, the majority of respondents found their local pharmacy easy to access, with particularly positive experiences reported for online pharmacies. However, the data also uncovered concerning challenges in more rural areas, where some pharmacy closures, reduced hours and supply issues are having a significant impact on people's ability to obtain necessary medications.

The report details troubling accounts of medication shortages leaving people feeling anxious and unsupported. These supply chain disruptions not only inconvenience patients but can also have serious consequences for their health and wellbeing.

Key findings 

• People find their local pharmacy easy to access when it’s within walking distance or has parking, has friendly staff and when its opening hours suit them.
• Pharmacy closures and reduced hours are having a significant impact on access for people in more rural areas.
• Those who use an online pharmacy gave mostly positive feedback.
• Some people had problems getting their medication. These shortages have left people feeling helpless, frustrated and at potential risk of harm.
• Some people with a disability are not getting the reasonable adjustments that would help them.
• Most people we spoke to get free prescriptions but some told us they either delay getting their prescription because of cost or can only afford medicines for some of their family members.
• 63% of people who took part in our survey had not heard of Pharmacy First. 

Recommendations

1. Closures and reduced hours: Enable cross-system working to ensure people are better notified of these changes and that pharmacy teams have improved contingency plans for workforce issues.
2. Online pharmacies: Wider promotion of online pharmacies to help improve access for local people.
3. Medicine shortages: NHS Dorset work with the Local Pharmacy Committee and GP Alliance to ensure that prescribed medication is available for people who need it.
4. Pharmacy First: Public information to be clearer on the age restrictions and limitations. Staff should be offered further training and information to ensure that they understand what’s available for whom when referring people to Pharmacy First.
5. Reasonable adjustments: Clear expectations of the changes pharmacies should be making to provide medication, information and physical access that meet people’s needs.
6. Prescription Costs: Widely promote NHS prescription prepayment certificates (PPC) to ensure that people who have regular prescriptions access and benefit from any cost savings available to them. 

The findings from the report will feed into the Pharmaceutical Needs Assessment. They have also been shared with Dorset Integrated Care System (ICS), NHS Dorset, local unitary councils, the Local Pharmacy Committee and the GP Alliance.