Enter and view: Boots, Bodmin

Healthwatch Cornwall undertook an enter and view visit to Boots pharmacy, Bodmin, on 30 September 2025.  They spoke to 16 people. The purpose of the visit was to observe the service, gather feedback from patients and staff, and identify areas for improvement. 

The pharmacy is located in Bodmin town centre within a Boots store and dispenses around 4,000 prescriptions per week, alongside offering additional services such as the Pharmacy First scheme. At the time of the visit, the pharmacy did not have a permanent pharmacist and relied on locum cover. 

Observations showed that the pharmacy was clean, tidy, and generally accessible, although patients had to queue within the retail area and seating was located away from the queue. The service was busy throughout the visit, with queues often exceeding 15 people and waiting times reaching up to 20 minutes or longer. While staff were consistently polite and helpful, delays were evident and sometimes caused frustration for patients. 

Patient feedback was largely positive about staff behaviour, with most describing them as friendly, helpful, and professional. However, many patients were dissatisfied with long waiting times and difficulties in obtaining medication. Some reported stock shortages, incorrect prescriptions, or delays in receiving items, occasionally leading them to seek alternatives elsewhere. A few patients also raised concerns about poor communication and lack of clarity around delays. 

Staff feedback highlighted a supportive and friendly team environment, but also pointed to pressures caused by high demand and occasional staffing shortages. Staff noted that the closure of two nearby pharmacies had increased workload, contributing to longer wait times and stock challenges. 

The manager acknowledged these issues, including long waits, stock availability problems, and inconsistent pharmacist presence. They explained that recent staffing difficulties had affected service delivery but stated that staffing levels had since stabilised. The manager also confirmed that increased demand following local pharmacy closures was a major factor and suggested an additional pharmacy in the area could help reduce pressure. 

Healthwatch Cornwall made several recommendations to improve the service. These included improving queue layout and seating for accessibility, exploring ways to reduce waiting times, reviewing stock management processes, ensuring consistent pharmacist cover, and improving internal communication to provide clearer information to patients. 

In response, Boots acknowledged the challenges identified, particularly around waiting times, stock issues, and patient comfort. The pharmacy stated it is reviewing its processes, considering improvements to seating and queue arrangements, and remains committed to enhancing communication and overall patient experience.