What we’re hearing about pharmacy provision in Guildford and Waverley

Healthwatch Surrey was hearing from local residents and community groups who were concerned about the negative impact of the closure of several pharmacies. To build an accurate picture of the level and nature of impact this will have, Healthwatch Surrey designed an online survey. Paper copies were also available for distribution by community groups.

In total, 218 people completed the survey.

• Residents value the service and clinical expertise that their local pharmacy can provide. They are often the most visible and accessible part of the health system.
• The impact and the closure of one pharmacy on the alternative provision in the area is a huge concern for residents. If alternatives don’t meet their needs in terms of capacity, space or opening hours the value of the service is hugely reduced.
• Travel distance form home is the most important ore indicator for people when visiting a pharmacy, but this is more complex that just mileage. People need to be able to walk or have reliable, accessible and affordable public transport options.
• Good customer service is also critically important, but people’s confidence in this is eroded if pharmacy is not seen to have sufficient capacity.
• Some of those affected are not online, and therefore their voices may not be hard as part of the Citizens Panel.

The report makes five recommendations.

1. When evaluating changes to pharmacy provision, the real impact on local residents should be considered. This needs to be based on what they are saying, not just a generic distance metric.
2. Consideration of alternative pharmacy provision must take into account opening hors and capacity to deal with increase customer numbers
3. How easily residents can walk or get public transport should help determine what is considered as ‘acceptable’
4. Local residents should be kept informed about changes to pharmacy provision in their area, including alternatives in light of planned closures.
5. A range of opportunities for people to shar their vies should be offered to residents across Surrey, including non-digital methods.