Lincolnshire Co-op Winterton Pharmacy

Healthwatch North Lincolnshire undertook research on experiences of Lincolnshire Co-op Winterton Pharmacy. They spoke to 64 people, of whom 59 used the pharmacy, following concerns that the service was struggling to provide medication and timely support. Most respondents used the pharmacy monthly, mainly to collect prescriptions. 

The report found mixed views about the service. While 71% of respondents were satisfied with the pharmacy’s opening hours, many raised concerns about the lack of weekend opening, lunchtime closures and opening later than the local GP surgery. More people were dissatisfied than satisfied with the overall service, with common concerns including long queues, delays in obtaining prescriptions, stock shortages, difficulties getting through by phone and perceived staffing shortages. Some residents reported switching to online pharmacies or pharmacies outside the area because of these issues. 

Despite these concerns, some respondents praised staff for being friendly, helpful and hardworking, and highlighted examples of positive care, including opportunistic health checks. The report noted that most respondents were aged 65 and over, a group likely to rely heavily on pharmacy services because of long-term health conditions and regular medication needs. 

Healthwatch North Lincolnshire concluded that improvements were needed to reduce waiting times and improve customer experience. It recommended increasing staffing during busy periods, introducing some weekend opening to improve access, and providing customer care training or refresher training for staff. In response, Lincolnshire Co-op stated that staffing, opening hours and training are regularly reviewed and that the feedback would be considered as part of ongoing service reviews.