Pharmacy review

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Summary of report content

Healthwatch Bexley conducted a survey gathering people’s experience of using pharmacy services in Bexley, between June and July 2017. The survey was carried out with people visiting independent and small-chain pharmacies. The work was a review to feed into the Pharmaceutical Needs Assessment. The report identifies a number of key issues: pharmacy staff were described as polite and attentive; the waiting time to collect or order a prescription was generally under 10 minutes, with many collecting their prescription immediately; local pharmacies were described as accessible and convenient to get to; however, most respondents preferred to consult their GP rather than their local pharmacy about a minor ailment; 40% of respondents did not know that there was a private room in their local pharmacy they could use to consult with their pharmacist on health issues. The report makes the following recommendations: • Use space in Bexley magazine and other channels to promote healthy lifestyle facilities offered by Pharmacists. • Promote disposal of unwanted medicine procedures via Bexley magazine and posters in GP surgeries and pharmacies. • Encourage patients to make a pharmacy their first port of call by way of a recorded message whilst they wait for the GP receptionist to answer calls. • A collaborative and generic practice leaflet to be issued across all independent Bexley pharmacies together with a consistent feedback and complaints approach

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General details

Report title 
Pharmacy review
Local Healthwatch 
Healthwatch Bexley
Date of publication 
Monday, 31 July, 2017
Date evidence capture began 
Thursday, 1 June, 2017
Date evidence capture finished 
Monday, 31 July, 2017
Type of report 
Key themes 
Building and facilities
Communication between staff and patients
Health promotion
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider
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 about conditions and diseases

Types of disabilities 

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
Does the information include public's views? 
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? 

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? 

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.