Pharmacy Services

Healthwatch Darlington undertook research into people’s experiences of obtaining prescriptions from a local pharmacy as they had heard that people were experiencing challenges and delays in getting them.  They undertook a survey from September to November 2022 to which 181 people responded.

Over half had no problems collecting their prescription. Of those that experienced problems the most common complaint was their prescription not being ready when they were advised it would be and being told to come back later or go elsewhere to collect their prescription.

Those that provided further comments told Healthwatch about lack of availability of medications, lengthy waits between asking the GP for a repeat prescription and being able to collect their medications from the pharmacy, being given someone else’s medication, and missing medications where the patient had to go back to the pharmacy for an explanation / correction.

Almost half  expressed a positive or neutral experience in collecting their prescriptions. Just under a third felt annoyed, frustrated, stressed and angry because of the prescription collection process. A further 13% were unhappy or disappointed with their experience of collecting their prescription.

The report includes two recommendations about a digital solution for repeat prescriptions and training for staff.