People's experiences of pharmaceutical services in North Tyneside

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Summary of report content

Healthwatch 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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General details

Report title 
People's experiences of pharmaceutical services in North Tyneside
Local Healthwatch 
Healthwatch North Tyneside
Date of publication 
Tuesday, 26 September, 2017
Type of report 
Consultation response
Key themes 
Information providing
Lifestyle and wellbeing
Quality of care
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
How was the information collected? 
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
Secondary care services 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Not known
Does the information include other people's views? 
Not known
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? 
Is there evidence of impact in the report? 
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.