Park Lane Pharmacy: Enter and View

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Summary of report content

Healthwatch Sandwell carried out an Enter and View visit to Park Lane Pharmacy in January 2022. They spoke to ten customers, including five patients, four family members and one carer.

Healthwatch Sandwell wanted to find out customer's experience of the pharmacy service, this included why they visit the pharmacy and what support they get from the pharmacy and how they are treated.

Healthwatch Sandwell also wanted to know about patients’ experiences of receiving prescriptions from General Practitioners and them being actioned by this pharmacy. This was achieved by observation and talking to customers and staff.

Customers spoke well of the service and the care given by staff, the majority use the pharmacy for prescription and over the counter medication. Concerns are dealt with effectively, however a small minority are unsure who to complain to and this included outside the Pharmacy.

Staff receive regular training and are an effective team, who at times work in challenging circumstances i.e. anti-social behaviour from local residents. Both staff and customers have had communication difficulties with local GP practices in relation to correct prescriptions.

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General details

Report title 
Park Lane Pharmacy: Enter and View
Local Healthwatch 
Healthwatch Sandwell
Date of publication 
Wednesday, 9 March, 2022
Date evidence capture began 
Wednesday, 26 January, 2022
Date evidence capture finished 
Wednesday, 26 January, 2022
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Prescription
Support

Methodology and approach

If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

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 
10
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Service manager
What was the main sentiment of the people who shared their views? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.