Enter and view: HBS Pharmacy in ISSA Medical Centre

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Summary of report content

Healthwatch Lancashire undertook an announced enter and view visit to HBS Pharmacy in ISSA Medical Centre, Preston on 24 October 2024.  They spoke to 19 people.

 The pharmacy is accessible for patients and had room for patients to wait for their prescriptions. During the visit the pharmacy became very busy, and the staff were seen to be dealing with requests quickly and efficiently. 

Observations during the visit showed staff being friendly and professional with patients visiting the pharmacy. Staff were seen to be tending to patients quickly and helping them with any queries they may have. 

Overall staff satisfaction was positive with staff saying they feel well supported in their role and feel they can prioritise well. One improvement highlighted by staff was the need for patient understanding around prescription times and why prescriptions can’t be ready straight away. 

Overall, patients were satisfied with the service they are being provided with at the pharmacy, with many using the pharmacy regularly. Many of the patients in the pharmacy were aware of the Pharmacy First initiative and had used it at this pharmacy before. Areas for concern were around wait times for prescriptions and the communication between the medical centre and the pharmacy.

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General details

Local Healthwatch
Healthwatch Lancashire
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Accessibility and reasonable adjustments
Building, Decor and Facilities, including health and safety
Caring, kindness, respect and dignity
Medication, prescriptions and dispensing
Service organisation, delivery, change and closure
Staffing - levels and training
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
Pharmacy

Details of people who shared their views

Number of people who shared their views
19
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