Pharmacy First awareness

Healthwatch Brent carried out a review of awareness and use of Pharmacy First services to understand whether residents knew about the support available from local pharmacies. Feedback was gathered from 437 residents through surveys, focus groups and one-to-one conversations. The report found very low awareness of Pharmacy First, with only 35% of respondents having heard of the service. Most people associated pharmacies primarily with collecting prescriptions or receiving vaccinations rather than obtaining treatment for common health conditions. 

A key finding was that residents often preferred to visit their GP or A&E because they did not see pharmacists as healthcare professionals who could diagnose or treat conditions. There was also confusion about which pharmacy services were free and which required payment. Many participants said they were reluctant to use services if they were unsure about potential costs, while some expressed concerns about privacy and confidentiality within pharmacies. 

The review found that easy-read and plain English information significantly improved understanding of Pharmacy First services. Participants said they were more likely to learn about services through family, friends, GPs and community groups than through social media. Healthwatch also identified a cultural issue, with some residents viewing pharmacies primarily as private businesses rather than part of the NHS healthcare system. 

Healthwatch concluded that a coordinated awareness campaign is needed to increase understanding and use of Pharmacy First services. Recommendations included wider use of easy-read materials, stronger promotion through community groups, support from health and social care staff, and greater partnership working across the local healthcare system to improve awareness of the services pharmacies can provide.