Enter and view: analysis of visits to pharmacies

Healthwatch Sandwell provide an overview of the findings of Enter and View visits that took place between January 2022 and March 2023 and focused on local community pharmacies.  This was guided by the public experiencing difficulties with prescriptions from GPs. A sample of pharmacies were visited to ensure that the 6 towns of Sandwell were covered. During the programme they spoke to 115 customers, both men and women from mixed backgrounds and ages. The purpose of the visits was to observe the environment and explore first-hand with customers their experiences of the pharmacy.

Customers visit pharmacies for a variety of reasons, which includes collecting prescription medication and purchasing over the counter medication. Customers were observed receiving appropriate support, guidance, advice, being treated with dignity and respect at all pharmacies.

Customers said they appreciated having a local pharmacy that is accessible. Customers knew who to speak to at the pharmacy if they were unhappy but did not know who to speak to outside of the pharmacy if issues needed to be escalated. The majority of customers stated that there were very few communication difficulties between their GP practice and the pharmacy but if there was, staff did their best to rectify the matter on their behalf.

Staff described their biggest challenge as ‘language’ as some pharmacies were situated in diverse communities. In these circumstances lots of effective non-verbal communication and interactions were observed during the visits and some staff had learnt short phrases to be able to engage. Also staff with similar backgrounds communicated using their own community language skills to communicate so that needs could be met.

Most staff teams were established and were committed to their role and the local community. During the visits good teamwork was observed at all pharmacies. Staff were described as polite, courteous, respectful and upheld confidentiality. During all the visits, staff were extremely respectful to the customers, in particular to older people, they demonstrated kindness and were supportive and friendly. The staff at the pharmacies were well respected within the community and this observed by the interaction between them.

All pharmacy staff indicated that they have regular continued professional development and participate in relevant training sessions to enhance their skills and knowledge. Some staff described their challenges with anti-social behaviour from local residents, including theft, racism and verbal abuse. Where there were no experiences of anti-social behaviour this was attributed to good relationships with the local community.

Some customers got irate with staff over issues that are beyond their control, but the staff advocate on behalf of the patient to rectify the situation. When these situations arise, some customers vent their frustration and anger on staff who respond professionally but it does cause stress for them.

Staff were asked about communication /relationships with GPs and the primary care teams, this was varied. However they endeavour to advocate on behalf of the customers. Where there were examples of good practice, this was attributed to good working relationships.

This programme of Enter and visits to community pharmacy has found that this service is invaluable to local people and provides an excellent service.