Pharmaceutical needs assessment - what are people saying about services?
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Healthwatch Dudley was asked by the Dudley Office for Public Health working closely with the NHS Dudley Clinical Commissioning Group, to undertake an inquiry to get the views of particular groups of people on community pharmacy. They had targeted conversations with people from Black and Asian minority ethnic groups, males, young people and people living in disadvantaged communities. The aim was to better understand how they were using community pharmacy services and how they might be changed or improved in the future.
78 people were spoken too in total in 6 different focus groups held in community settings.
The general sentiment of the people spoken too was a positive one, stating pharmacies were easily accesible and staff were helpful.
Recommendations were made around the following areas that were highlighted as 'not so good'
A lack of convenient provision of services later in the evening, on Sundays and bank holidays. Staff attitudes are not always good and sometimes pharmacies seem to be under-staffed. Staff don’t always explain things well and it can feel as if they just want to sell you something. The layout of premises can be problematic: not enough space, difficult to maintain privacy. Needs of younger people are not always well met. There is a lack of promotion of services. A separate door used by people getting methadone or using needle exchange services. High cost of products for sale.
The goos areas that were highlighted are:
Staff are trusted, helpful and give good advice. They are friendly, approachable and look after you. They are skilled, understanding, get to know you and are good at answering questions. They give advice on medicines and their use. They have more time to explain things than the GP. Premises are close to where people live. Some open late and at weekends and will deliver medicines to your home. The electronic prescription service is useful. You can purchase different products (for example: toiletries, perfumes, sugar-free drinks and foods, baby foods and first-aid products). In the main there is no queuing.