Enter and view: Well Pharmacy, Victoria Road, Hartlepool

Healthwatch Hartlepool undertook an Enter and View visit to the Well Pharmacy located in the Victoria Road Health Centre on 11 December 2025. The pharmacy is a busy and accessible service situated alongside three GP practices, offering a range of services including prescription dispensing, vaccinations, health advice, blood pressure checks, and home delivery. 

The aim of the visit was to gather patient feedback on their experiences of using the pharmacy, particularly in relation to receiving NHS prescriptions, and to identify areas for improvement. The methodology included on-site observations, discussions with staff and patients, and a questionnaire completed by 19 patients. 

Overall, the findings indicate that patients were generally very satisfied with the service. Staff were observed to be friendly, professional, and efficient, often greeting patients by name and providing prompt service for ready prescriptions. Most patients visited the pharmacy regularly, usually monthly, and the majority reported that customer service was good or very good. 

Patients particularly valued the efficiency of prescription collection, the availability of advice from the pharmacist, and additional services such as text notifications and home delivery. Most respondents reported that prescriptions were accurate and usually ready on time, although a small number experienced delays. Some issues raised by patients related to repeat prescriptions, which were often attributed to GP surgeries, the NHS app, or communication problems rather than the pharmacy itself. 

A minority of patients reported that items were occasionally out of stock or that prescriptions were not always ready when expected. Awareness of certain services, particularly the “Think Pharmacy First” initiative, was mixed, with a significant number of patients unaware of it despite recent promotion. 

In summary, the visit found that Well Pharmacy provides a high standard of care, with courteous and professional staff and generally positive patient experiences. The main recommendations were to commend staff for their service and to improve awareness and uptake of available services, potentially through better communication such as newsletters.