Pharmacy Q3 2020/21

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Summary of report content

Healthwatch Bromley, Ealing, Hammersmith & Fulham, Hounslow, Lewisham and Waltham Forest report on the patient experience of patients of pharmacies in Q3 2020/21.  During this period they collected 881 reviews.

Feedback was largely positive.  Negative feedback centres on the attitude of staff, medication management and management of the service.

The report identifies the impacts of the Covid-19 pandemic on pharmacies including staff not wearing adequate PPE, profiteering from hand sanitizer and mask supply shortages and people appreciating home deliveries.

The report concludes with an examination of the main trends by different Healthwatch.

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General details

Report title 
Pharmacy Q3 2020/21
Local Healthwatch 
Healthwatch Bromley
Healthwatch Ealing
Healthwatch Hammersmith and Fulham
Healthwatch Hounslow
Healthwatch Lewisham
Healthwatch Waltham Forest
Date of publication 
Friday, 30 April, 2021
Date evidence capture began 
Thursday, 1 October, 2020
Date evidence capture finished 
Thursday, 31 December, 2020
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Cost of services
Staff attitudes

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
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 
Not known
Not known
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? 
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? 
Not applicable
Is there evidence of impact in the report? 
Not applicable
Is there evidence of impact external to the report? 
Not applicable

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.