Enter and view: Boots Pharmacy

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Summary of report content

Healthwatch Blackburn with Darwen conducted an announced Enter and View visit to Boots Pharmacy in February 2019. An observation of the service and questionnaires were used from 8 customers. The observations made in the report include: the environment was spacious with plenty of staff available. Staff have undergone mandatory and specialised training to support the health campaigns that are being done throughout the year. Staff had a good rapport with regular customers and were friendly and helpful. Waiting times were not long and prescriptions were dealt with efficiently. Customers reported that the pharmacy could have extended hours to support those who work but the majority of customers reported that they were extremely happy with the service. The recommendations included: Staff could consult with the local community to see if extending opening hours would be beneficial to service users; and once the pharmacist can offer a prescribing service this will be an added benefit and may encourage utilisation of the wide services on offer without needing to see the GP for more minor complaints. The service provider responded positively and explained that they must oblige with their NHS contract regarding opening hours.

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General details

Report title 
Enter and view: Boots Pharmacy
Local Healthwatch 
Healthwatch Blackburn with Darwen
Date of publication 
Thursday, 7 March, 2019
Date evidence capture began 
Tuesday, 19 February, 2019
Date evidence capture finished 
Tuesday, 19 February, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Information providing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Community pharmacy

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
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 but provider disagrees
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.