Patient Experience - Pharmacy Services 1 April 2021 - 31 March 2022

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Summary of report content

Healthwatch Devon, Plymouth and Torbay undertook an analysis of their feedback about pharmacy services during the period April 2021 to March 2022. During this period they received 58 pieces of feedback. Nearly three quarters of the feedback was negative.

The main issues raised in the feedback were:

  • Issues around prescriptions/repeat prescriptions
  • Staff attitudes
  • Service Delivery/Opening Hours
  • Communication/Telephone access

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General details

Report title 
Patient Experience - Pharmacy Services 1 April 2021 - 31 March 2022
Local Healthwatch 
Healthwatch Devon
Healthwatch Plymouth
Healthwatch Torbay
Date of publication 
Monday, 13 June, 2022
Date evidence capture began 
Thursday, 1 April, 2021
Date evidence capture finished 
Thursday, 31 March, 2022
Key themes 
Communication between staff and patients
Information providing
Medication
Service delivery organisation and staffing
Staff attitudes

Methodology and approach

Was the work undertaken at the request of another organisation? 
Yes
Primary research method used 
User stories
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

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 
58
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
Not known
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
Not known

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.