Community pharmacy in Hastings

Healthwatch East Sussex undertook a project to understand people's experiences of pharmacies in Hastings, which has a higher number of disabled people compared to the national average.  They did an audit of accessibility and engaged with users during the visits.

Positive findings

• All the community pharmacy users  engaged with were able to receive the service(s) or products they were seeking on the day and gave generally positive feedback of previous experiences using pharmacy services.
• None felt they had encountered a barrier to accessing pharmacy services in the last 12 months.
• None had chosen not to get a prescription due to the cost. The only issues identified by those we spoke to were waiting times and occasional unavailability of medications.
• Internal accessibility at all pharmacies was generally very good, with clear and easily navigable pathways from the entrance to the counter.
• All the pharmacy users Healthwatch spoke to were either very satisfied or satisfied with the opening hours, feeling listened to and privacy. Almost all who had used a consulting room at the pharmacy were very satisfied with its condition.

Negative findings

• Some pharmacies lacked visible and clear signage to indicate if they offered Pharmacy First services, or what the service could provide i.e. the symptoms that could be treated and the eligibility criteria.
• Signage at pharmacies did not always make it clear what services the pharmacies offered, potentially making it difficult for people to know they offered Pharmacy First, health checks and other preventative schemes.
• User awareness of Pharmacy First was lower than anticipated, with only approximately half of those visiting pharmacies being aware of or having used these services.
• Most of the pharmacies visited had heavy manual doors making it difficult for some people to access pharmacy premises, particularly those who are older or have mobility issues. Few had automatic doors or bells to summon assistance, and some had stepped access.
• Only one pharmacy had any information displayed explaining how the pharmacy could organise translation and interpretation services, and only one pharmacy had a hearing loop installed. 
• There was no accessible information for people with diverse needs on display in the pharmacies, such as information available in different formats.