Feedback report: pharmaceutical services in Suffolk

Healthwatch Suffolk undertook research on pharmaceutical services, dispensary services and the management of medicines in Suffolk. They analysed 263 reviews recorded on the Healthwatch Suffolk Feedback Centre between September 2022 and September 2023. Overall, 56% of comments were negative, with feedback highlighting significant variation in people's experiences of accessing medication and pharmacy support.

The most common concerns related to delays in receiving medication, medicines being out of stock, communication problems and errors with prescriptions. Many people reported waiting more than a week for repeat prescriptions, making repeated journeys to pharmacies, difficulties contacting dispensaries by telephone and receiving messages that medication was ready when it was not. Some described running out of medication because of delays, while others reported problems caused by poor communication between GP practices, pharmacies and hospitals. 

Feedback about staff was generally positive, with many people describing pharmacy and dispensary staff as friendly, helpful and hardworking despite operating under pressure. Digital services such as online ordering and text notifications were also valued when they worked well. However, concerns were raised about medication reviews, blood test delays affecting prescriptions, limited patient choice over medication options and the need for some people to visit multiple pharmacies to obtain all the medicines they required. 

Healthwatch Suffolk concluded that patient experiences of pharmaceutical services were inconsistent. While many people received good support and timely access to medication, others experienced delays, stock shortages, communication failures and prescription errors. The report highlighted a need for better communication, more reliable access to medication, improved coordination between services and clearer information about alternative options when medicines are unavailable.