Enter and view: Day Lewis Pharmacy at Didcot

Healthwatch Oxfordshire undertook an enter and view visit to Day Lewis Pharmacy at Didcot on 6 December 2023.  This was as part of a range of visits to services in Oxfordshire.  They spoke to 11 patients and 7 members of staff.

There were seven members of staff working during our visit, which is not usual according to staff and customers

 The Day Lewis Pharmacy at Didcot is operated by a dedicated staff team that aims to deliver excellent care through collaborative efforts. The dedicated team at the pharmacy is committed to providing outstanding care and support, reflecting a broader trend in healthcare towards integrated practice units and multidisciplinary teams that work together to deliver comprehensive care cycles for patients’ conditions. 

Comments from customers/patients about the environment, efficiency of the services, and the attitudes of staff at the pharmacy were very positive and are indicative of a patient-centred approach and a commitment to delivering quality healthcare services. 

The staff at the pharmacy were all clearly busy, and the fact that the pharmacy appears well-organised and under control reflects a positive and efficient work environment. 

The welcoming nature of the team members further emphasises a culture of hospitality and approachability within the pharmacy. This is indicative of a cohesive and supportive team that provides a high standard of care and service to patients and visitors. 

The Day Lewis Pharmacy is clean, well-organised, and staffed by confident and professional individuals. There is a consultation room for patients who desire private discussions, which seemed to be frequently used on the day. 

Information on display was clear and comprehensive, and included the responsible pharmacist notice, privacy notice, chaperone policy, prescription charge notice, information about vitamin D, oral health, drug helpline, giving feedback, antibiotic amnesty, deliveries and posters about pharmacy services (advice, flu jabs). One poster about giving feedback was hard to read with small print. 

Day Lewis Pharmacy provides convenient and free spaces for vehicles in front of the pharmacy. This allows customers to easily park their vehicles while visiting the pharmacy. 

Healthwatch observed social distancing marks on the floor. Additionally, the pharmacy provided three chairs in the waiting area for those who need them. The premises was wheelchair accessible and had an electronic door. The pharmacy opening times were displayed clearly at the main entrance. 

A collection point (medicines dispensed machine) which serves around 200 customers is available at the pharmacy outside opening hours for medication self-collection. 

The pharmacy does not have a hearing loop in place. This could be a barrier for customers with hearing impairments who may struggle to hear and understand important information at the pharmacy. 

There was not clear information displayed on how to give comments and feedback, and no feedback or suggestion box available for customers. There are no translated information, leaflets, or information about interpreting service on display at the pharmacy waiting area, only some leaflets on display in the consultation room only. 

 It was all tidy and well managed. However, Healthwatch were concerned to see that spare packaging and some other boxes were being stored in the toilet. 

 The absence of instructive labels (Alphabet) on the shelves to indicate how easily staff could dispense items may present challenges in ensuring efficient and accurate dispensing processes.

The report contains 5 recommendations about medication storage, labelling, feedback, provision of a hearing loop and translated information.