Healthwatch Warwickshire Pharmacy Reports
Healthwatch Warwickshire asked residents to share their experiences of using pharmacies and getting prescription medication across Rugby, South Warwickshire and Warwickshire North. The findings of these surveys have now been published and can be found on the Healthwatch Warwickshire website here.
Summaries for each area are listed below:
• The majority of people surveyed prefer to use the same pharmacy each visit, are loyal, and use pharmacies at least once per month.
• People understand the pressures locally on pharmacies and pharmacists. Generally, their comments and satisfaction levels take this into account.
• Much of the frustration, about both community and hospital pharmacies, was specifically around time taken to dispense medications.
• People who do not use technology, either by choice or circumstances prevent them, to communicate with pharmacies and GPs (15% of respondents, 17 with a disability, 37 with a long-term condition, 6 carers and one veteran) need to be factored into new initiatives and processes so that they are not left out or
forgotten.
• People who experience delays in their medication want to be kept informed about lack of stock and solutions to these delays.
• Pharmacy First is not yet fully understood, or trusted. Those who have experience have found it to be a good service on the whole, although there is variability between different pharmacies as to how successfully it is being used.
South Warwickshire Pharmacy Report
• Most feedback on pharmacy was positive in nature, with fewer than 10% of people telling us they were dissatisfied or very dissatisfied. People spoke about the pressures locally on pharmacies and pharmacists. There were more negative responses than positive about hospital pharmacy, which may require further investigation.
• Over two thirds of survey respondents mentioned delays to their medication. Over half of survey respondents had experienced delays due to a lack of stock of their medication. People spoke about having to sort out alternative medication themselves through additional appointments, travel or phone calls.
• We heard repeatedly about issues of communication between GPs, hospitals, pharmacies and patients leading to delays in medication for 20% of survey respondents. This needs to be addressed as a separate project.
• Pharmacy First is in its infancy and its impact should be closely monitored to assess its impact on patient experience.
• People who do not use technology, either by choice or circumstances prevent them, to communicate with pharmacies and GPs (22% of respondents, 13 with a Disability, 39 with a Long-Term Condition, 10 Carers and 1 veteran) need to be factored into new initiatives and processes so that they are not left out or forgotten.
Warwickshire North Pharmacy Report
• Most people visit a pharmacy monthly for repeat prescriptions, over-the-counter medication, and pharmacist advice.
• People are generally satisfied with pharmacy services, appreciating helpful and friendly staff.
• Common issues include long waiting times, stock shortages, and occasional miscommunication between GPs and pharmacies.
• Most people use the NHS App, GP website, and Patient Access for managing prescriptions, though some struggle with app usability and the transition from the Prescription Ordering Direct (POD) service.
• Home delivery services are highly valued, especially by those with mobility issues and chronic conditions.
• There is some awareness of Pharmacy First, with some using it for minor ailments, while others are unaware of its benefits.
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The LPC is happy that by and large perception of community pharmacy is positive while many patients are aware of the challenges the sector is facing at the moment, such as financial constraints, staff shortages, supply issues and communication barriers.
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Healthwatch Warwickshire can be contacted through the following channels:
Email: info@healthwatchwarwickshire.co.uk
Call: 01926 422 823 (Monday to Friday 10am – 3pm)
Post: Write FREEPOST HEALTHWATCH WARWICKSHIRE on your envelope to post your feedback for free.
