Enter and View: Well Pharmacy in Marston, Oxford

Healthwatch Oxfordshire visited the Well Pharmacy in Marston in Oxford in June 2025. This visit was part of a programme of visits to a range of services within Oxfordshire. 

During this visit Healthwatch Oxfordshire spoke to eight customers/patients and four members of staff.

Key findings

• There is clear signage for the pharmacy outside but there was no welcome sign displayed or information provided about opening hours.
• The exterior of the building looked neglected and the pharmacy didn’t appear to be as clean as it could be. The waiting area, which led to a customer toilet, appeared untidy and posed trip hazards.
• The pharmacy has its own consultation room which was spacious and well equipped, but the privacy of customers at the counter needs attention as sometimes other people could hear conversations.
• There was parking outside and was wheelchair accessible.
• A prescription box was adjacent to the entrance but was no longer in use.
• The staff were not wearing name badges, but were welcoming customers with warmth and friendliness.
• Customers/patients said they appreciated the improvement in the support provided by the new pharmacist and the team.

Recommendations

In its report, Healthwatch Oxfordshire made the following general recommendations for improvements:

• Add a welcome sign to enhance the positive first impression for patients and customers.
• Provide translated materials to ensure that all customers/patients, regardless of their primary language, have access to important information.
• Provide and display clear information on how people can access an interpreter service.
• Provide hearing loops in the pharmacy to improve accessibility for patients with hearing impairments.
• Provide information about opening times and operational hours.
• Provide clear information on how to give comments and feedback.
• Repair and refurbish the flooring, ceiling and main door of the pharmacy.
• Reorganise and tidy up the area designated for GP-related items.

Healthwatch Oxfordshire sent its report and recommendations to the pharmacy but at the time of publication had not received a response back from the service provider.