Prescriptions Project Report

This is a report by Healthwatch Bury. The project looks at people's experiences of prescription services.

Healthwatch Bury conducted a research project to explore patient experiences with the prescription process. The aim was to identify key issues and local good practice example, assess the usability of digital platforms like the NHS app, and provide recommendations to improve prescription process and patient satisfaction. Data collection involved community group visits, engagement activities, and one-on-one interviews. 122 questionnaire responses were collected as part of the project.

Key findings:

• When asked to rate their initial contact with the healthcare professional prior to getting a prescription the majority of respondents (65%) reported being either very satisfied or satisfied with their initial contact, suggesting that many patients are generally content with their interactions with healthcare professionals. 
• Lack of communication: Several respondents highlighted poor communication between GP surgeries and pharmacies, leading to confusion and delays when getting prescriptions approved.
• High confidence in pharmacists: 84% of respondents feel comfortable and confident asking their pharmacists for further information.
• 54% reported being very satisfied, experiencing no problems in collecting their prescriptions. This suggests that for many, the process is smooth and efficient. Several comments indicate that many patients benefit from delivery services. 
• An overwhelming 94% of respondents reported no financial barriers or concerns related to the cost of their prescriptions. This suggests that for the vast majority, the current system of prescription costs is manageable and does not pose significant financial strain. 
• NHS App: 39% of respondents used the NHS app for ordering repeat prescriptions, and 25% for accessing medical records. However, 38% did not use the app at all, citing technical difficulties and poor integration across NHS trusts.
• Holistic Health Approaches: The responses indicated that the recommendations such as exercise, social prescribing, and other holistic health approaches are still not widely used. Signposting to holistic health approaches would provide a broader treatment plan for patients.

There are recommendations in this report:

• Improve Communication and Coordination
• Upgrade Digital Systems
• Make the NHS App Easier to Use 
• Improve Patient Support 
• Encourage Holistic Health Approaches
• Commit to Ongoing Improvement 

The local Integrated Care Board has responded to the project. This can be found in a link at the end of the report.