Summary of report contentHealthwatch North Tyneside (HWNT) undertook research to understand local people’s experience of using pharmacy services across North Tyneside during 2016-17. The aim of the research was to ensure local people’s views were central to the discussions on local pharmacy need. The report conveys HWNT’s findings to the North Tyneside Health and Wellbeing Board who are responsible for updating the local Pharmaceutical Needs Assessment (PNA). The main method of data collection was through an online and printed survey which ran between 30 June and 18 August 2017. In addition to the surveys HWNT utilised data obtained from the past 12 months of NHS choices reviews and existing feedback received relating to pharmacies through engagement events and the online feedback centre. Overall 389 pieces of feedback were used to inform the report. Overall the report found there is high satisfaction with the provision of pharmacy services across North Tyneside. Generally the majority of local people were content with the customer service, knowledge and advice provided, speed of service, availability of medication, and opening hours of pharmacies. However the following were identified as areas where improvements could be made: 1. Use of services Additional services (e.g. Asthma management, Adult Flu vaccination) have been commissioned from pharmacies to ease the burden on GPs and Hospitals. The indication from the research that uptake of these services is low should be investigated by the PNA Steering Group to formally identify where there is an issue and how access to those services can be improved to ensure the aim of unburdening can be achieved. 2. Quality of services The PNA Steering group should also consider how the quality of the pharmaceutical services provided by local pharmacy can act as a barrier to access. The PNA should address how quality with regard to stock levels, waiting times and opening hours will be monitored and improved. NHS England should ensure specific pharmacies take measures to improve quality of service where the level of patient satisfaction is found to be low.
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People's experiences of pharmaceutical services in North Tyneside
Healthwatch North Tyneside
Date of publication
Tuesday, 26 September, 2017
Type of report
Lifestyle and wellbeing
Quality of care
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
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Primary research method used
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If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Secondary care services
Number of people who shared their views
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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?
Were recommendations made by local Healthwatch in the report?
Does the information contain a response from a provider?
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Is there evidence of impact external to the report?