Community Pharmacy in Hertfordshire: improvements and potential
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Healthwatch Hertfordshire undertook research into people's experience of pharmacies. They spoke to 382 people.
The use of pharmacies was high among residents, with almost three in four using pharmacies monthly. 96% used pharmacies to collect prescription medication, but many residents also relied on them for over-the-counter medication, vaccinations and health advice.
There is limited public awareness of the full range of pharmacy services, including NHS Pharmacy First. Residents also pointed out that pharmacies are not ‘universal services’; experiences varied significantly across locations, creating confusion for patients and unequal access to services.
96% felt that their pharmacy was easily accessible. Pharmacies were widely valued for their walk-in flexible hours and are often seen as more accessible than GP services. However, tailored communication that supports those with additional needs and language barriers is needed for the partially sighted, blind and deaf communities.
Many residents had been using the same pharmacy for many years, developing trusting relationships with their pharmacist. Personalised service, where staff understood their medical history and individual needs, was seen as a unique service that pharmacies possess in the healthcare system.
Pharmacies were a trusted pillar of the primary care system and residents had high levels of trust in their ability to manage minor ailments and new medications. However, confidence was lower in managing long-term and complex conditions, new health concerns and children’s health.
Residents had mixed views on whether pharmacies offered a personalised service. Some residents had been using the same pharmacy for many years, developing trusting relationships with staff that understood their medical history and individual needs. In contrast, due to rotating staff and high workloads, some experienced a lack of personalised care.
Residents expressed mixed views on whether the role of pharmacies should be expanded; some saw pharmacies as an ‘untapped’ or ‘underused’ resource that is not given the space to use their expertise. However, some thought pharmacies were already overstretched and unable to provide additional support.