Pharmacy Report

Healthwatch Derbyshire gathered feedback from 185 residents between July and September 2017 about their experiences of community pharmacy services. Overall, experiences were very positive, with an average satisfaction rating of 4.1 out of 5. People frequently praised pharmacy staff for being friendly, helpful and professional. Many also valued services such as home delivery, electronic prescriptions, text reminders and flexible opening hours. 

Many respondents who had sought advice directly from a pharmacist reported positive experiences, particularly when consultations took place in private consultation rooms. Several people felt pharmacies offered a convenient alternative to GP appointments for minor ailments and vaccinations. Home delivery services were especially valued by older people and those with disabilities, helping them remain independent and access medicines more easily. 

The main concerns related to medicines not being in stock, poor communication between pharmacies and GP practices, inconsistencies in repeat prescription processes and difficulties obtaining medication promptly. Some respondents reported receiving medicines they no longer needed, while others were frustrated by delays caused by prescriptions being sent to the wrong pharmacy or by stock shortages. A number of people also felt they had not been informed about cheaper over-the-counter alternatives or prescription prepayment options that could save them money. 

Healthwatch concluded that community pharmacies are highly valued by local residents and provide a good standard of service. Recommendations included better promotion of the advice and treatment services available through pharmacies, greater efforts to reduce medicine wastage, improved communication about stock shortages, more information about prescription cost-saving options and reviewing pharmacy opening hours where they are linked to GP practices to improve convenience for patients.