How is your pharmacy working for you?
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Healthwatch Somerset surveyed 221 residents and spoke to a further 182 people between March and October 2025 to understand experiences of pharmacy services and awareness of Pharmacy First. Overall, pharmacies were highly valued, with most respondents using community pharmacies regularly and describing pharmacy staff as caring, approachable and helpful. Awareness of the term “Pharmacy First” was low, however, with around two-thirds of people saying they had never heard of it, despite many already using pharmacies for advice and treatment.
Most respondents were confident managing repeat prescriptions and had positive experiences discussing health concerns with pharmacists. However, privacy was a significant issue, with many people feeling uncomfortable discussing health matters in front of other customers and reporting that private consultation spaces were not always available. Some people also experienced frustration when eligibility rules for Pharmacy First treatments, particularly age-related restrictions, were not clearly understood.
Prescription waiting times and medicine availability were recurring concerns. While many people received prescriptions within three to seven days, others reported longer waits, medicine shortages and occasions when they had to visit multiple pharmacies to obtain medication. Feedback from specific communities highlighted difficulties caused by pharmacy closures, limited opening hours and transport barriers, particularly in rural areas and for people without access to a car. Access to ADHD medication was identified as a particular concern in some areas.
Healthwatch concluded that pharmacy services are trusted and well regarded, but public awareness of Pharmacy First remains limited. Recommendations focused on improving promotion of pharmacy services, increasing understanding of eligibility criteria, strengthening privacy arrangements, improving communication about prescription delays, raising awareness of safe medication disposal and continuing to build public confidence in pharmacists as a first point of contact for advice and treatment.