Enter and view: Bewick pharmacy

This is an enter and view report conducted by Healthwatch County Durham 19 September, 2017. During the visit Healthwatch representatives spoke to 26 people. The visit was announced.

Overall the pharmacy was found to be operating to a good standard. People seemed to be happy with the care they were receiving.

Recommendations were made as part of this report. A response from the pharmacy has been attached.

Summary of recommendations:

Customers told us that the locality of the Pharmacy was very important to them.The fact that the Pharmacy was on the same site as the GP service made life much easier for people, and this made for a more smooth service when dealing with their medical requirements.This could be considered by LPC for future planning.

We were told that the staff worked very well as a team and that there appeared to be no hierarchy when providing services,or when working within the team. Customers indicated that they recognised when staff went ‘over and beyond’ what was expected and this engendered a feeling of worth and satisfaction when using the service.There is a definite feeling that staff are genuinely interested in customer’s wellbeing and this should be retained. Positive examples of customer/staff interaction were seen where staff regularly moved into customers space to talk and advise away from the counter area.Almost everyone we spoke to talked about how fast the staff were, with no waiting around and how valued this was.

Customers felt that the layout and space within the Pharmacy was effective and realised the efforts to make them comfortable with nice chairs, TV and soft radio music, whilst waiting for prescriptions. The layout allowed people to have private conversations with staff without being overheard. Customers told us that the open aspect created an inclusive atmosphere when using the service and that the Pharmacy also had good access. Other services provided and promoted by the Pharmacy were clearly and well publicised, although a current ‘Open hour’s’ sign was not seen-could this be displayed.

We were told that the mix, and high number, of staff allowed for different types of interactions to happen at the same time-this system used the skills of each staff member to the full and ensured that people did not have to wait long to be seen.Several customers indicated that

9stock was always in and they did not need to return for particular items of medication. The service was very quick and double checked items before dispensing. The pharmacy are up to date with what had to be ordered in advance, as many customers talked about how good the service was at being organised, in this area.