Change to third party prescription ordering: Cumbria

Download (PDF 196KB)

Summary of report content

Healthwatch Cumbria (HWC) received concerns from members of the public regarding the imminent change to the third party prescription ordering service between Castlegate and Derwent Surgery and the three pharmacies in Cockermouth; Allison’s, Boots and Castlegate Pharmacy located at Cockermouth Community Hospital. A public drop in event was organised and the following key issues were recorded: The changes affect the most vulnerable. The new system is not person centred and does not take into consideration how accessible the surgery is for people to get to. It is challenging for some to access the surgery. The surgery poorly communicated why the changes needed to take place particularly when people thought the previous method of ordering prescriptions worked well. People prefer accessing the pharmacies in the town centre because they find it easier than going up the hill at Castlegate to get to the surgery and/or the pharmacy located in the community hospital. There have been frustrations with accessing the prescription ordering phone line. There is reluctance to use the online system. The loss of patient choice and lack of consultation about the change has led to a breakdown of trust. The following recommendations were made by Healthwatch Cumbria: To review the systems and processes in place on how significant changes are communicated to patients. When the new system is reviewed to make the findings available to all patients. As a consequence of the drop in and recommendations made, representatives of the Castlegate and Derwent surgery apologised for the lack of communications and agreed to review their processes in line with publice views.

Would you like to look at:

General details

Report title 
Change to third party prescription ordering: Cumbria
Local Healthwatch 
Healthwatch Cumbria
Date of publication 
Tuesday, 18 April, 2017
Date evidence capture began 
Tuesday, 20 March, 2018
Date evidence capture finished 
Monday, 20 March, 2017
Type of report 
Patient experience
Key themes 
Communication between staff and patients
Continuity of care
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Engagement event
How was the information collected? 
Engagement Event

Details of health and care services included in the report

Primary care services 
GP practice
Secondary care services 

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Types of health and care professionals engaged 
Does the information include other people's views? 
Not known
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.