Enter and view: Cohens Chemist Darwen Health Centre

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Summary of report content

Healthwatch Blackburn with Darwen conducted an announced Enter and View visit on the 28th February 2019 to the Cohens Chemist at Darwen Health Centre. An observation of the service, together with feedback to a questionnaire from 16 customers, formed the basis of this report. The Enter and View representatives observed that there was a lack of parking outside the Health Centre. The Pharmacist informed the representatives that he is leading on the New Medicines Services (NMS) to support people when they are prescribed new medication, which includes a follow up review to check how they are responding to the new medication. Information was displayed within the chemist, although the Enter and View representatives suggested that some posters could be displayed on the main window instead of the entrance door. Overall, 10 clients said they were extremely happy, and 6 respondents said they were happy with the service they received by the chemist. One recommendation was made to the Chemist by Healthwatch Blackburn with Darwen and this included that the chemist should look at how they can manage the busy dispensing times to reduce some of the waiting times for prescription medication. The service provider has responded positively to the report and addressed the recommendation by stating that they monitor the waiting times and review the average time it takes to issue a prescription. They have also invested in additional staffing hours per week to help with this.

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General details

Report title 
Enter and view: Cohens Chemist Darwen Health Centre
Local Healthwatch 
Healthwatch Blackburn with Darwen
Date of publication 
Tuesday, 9 April, 2019
Date evidence capture began 
Thursday, 28 February, 2019
Date evidence capture finished 
Thursday, 28 February, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Car parking access
Health and safety
Information providing
Staff attitudes
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
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 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? 
Tangible impact (not cost related)

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.