One Year On: How is Pharmacy First working for patients?

A year after the launch of Pharmacy First, the NHS scheme designed to speed up treatment for common conditions, we have published a new poll of over 7,000 adults’ experience of using pharmacies.

Our research shows high public satisfaction with seeking advice from pharmacists, but medicine supply issues continue to frustrate patients.  

Regional differences in access and awareness of how pharmacists can help also present challenges.   

Almost one in four respondents (23%) said they had been unable to get the medication they needed in the past 12 months because their pharmacy had run out—virtually unchanged from Healthwatch England’s research in December 2023 (24%). 

Beyond supply shortages, nearly half (45%) reported experiencing an issue getting their medication. These included: 

• Prescription delays: 19%, up from 12% in 2023.
• Prescription errors: 18%, up from 14%.
• Affordability concerns: 5%, up from 2%.
• Unexpected pharmacy closures: 9%, up from 7%.
• Permanent closures: 3%, up from 1%.

Launched in January 2024, Pharmacy First allows community pharmacists to diagnose and supply prescription-only medicines for seven common conditions without a GP appointment. Since then, 98% of pharmacies have signed up, delivering over two million consultations for the seven conditions. 

Healthwatch England commissioned a representative poll of 7,029 adults in England, of which 3,104 (44%) people had visited their pharmacy for help with one of the conditions covered by Pharmacy First in the last year. 

Nearly three in ten (29%) who said they were unlikely to use pharmacy for the seven conditions were not aware that pharmacies can provide treatment and advice for them. 

The research identified other issues. While pharmacies are required to have private consultation areas, eight per cent of people said they felt uncomfortable discussing health concerns—often due to lack of space or being overheard by other customers. 

The patient champion also analysed NHS data on Pharmacy First, stories shared by patients, and research by local Healthwatch services. 

The analysis of NHS data on Pharmacy First consultations found striking variations in uptake across the nation; a pattern that was also reflected in the polling, with people in London more likely to visit their pharmacy for help with one of the common conditions (56%) than those in the East of England (35%). 

Local Healthwatch teams also reported varying public awareness of Pharmacy First ranging from 39% in Halton to 72% in Stockton-on-Tees. 

Despite those challenges, an overall majority (86%) reported a positive experience of getting support for common conditions, citing convenience and speed as key benefits. 

Over two in five respondents said they had used a pharmacy when they had one or more of the conditions covered by the scheme, with the most common conditions being sore throat (40%), urinary tract infection (28%), or earache (17%). This suggests that, whether or not they have a full consultation with a pharmacist, many are comfortable seeing a pharmacist instead of a GP.  

The research also reveals strong public appetite for expanding the scheme.  Over three-quarters (76%) of people who said they were comfortable discussing their health with pharmacists support extending Pharmacy First. Over six in ten people said they would use a pharmacy for eye infections (67%), skin problems (66%) or management of high blood pressure or asthma (65%). Despite high satisfaction, Healthwatch England warns that barriers remain to expanding the role of pharmacists.