Pharmacy services in Coventry what is important to local people

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Summary of report content

Concerns raised by patients and context around seeking to find solutions for how primary care services could better deliver for the local population and meet demand led the Healthwatch Steering Group to add this piece of work to the 2016-17 Healthwatch Coventry work programme. Our aims were to:

  • Understand how and why people use local pharmacy
  • Consider what makes good quality pharmacy services
  • Enable the views of local people to influence the way forward for pharmacy services in Coventry including ideas for how pharmacy can further support GP services

We used a self completion survey, guided interview survey and discussion and focus groups to gather the views of a total of 703 local people between October 2016 and February 2017.

There was much praise for and value placed on local pharmacy. The local nature of pharmacies was very important and reflected in decision making about which pharmacy people used. A significant issue is that people are not necessarily aware of all the services that are already available via different pharmacies. It was clear from our sample that repeat dispensing was the main service being used at pharmacies and there was some confusion about the other services.

We made 9 recommendations based on the findings and directed to commissioners, system planners and pharmacies. We have been working with the local Public Health department through a Community Pharmacy Steering Group to get developments related to our recommendations.

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General details

Report title 
Pharmacy services in Coventry what is important to local people
Local Healthwatch 
Healthwatch Coventry
Date of publication 
Wednesday, 19 July, 2017
Date evidence capture began 
Monday, 31 October, 2016
Date evidence capture finished 
Thursday, 12 January, 2017
Type of report 
Key themes 
Communication between staff and patients
Health promotion
Lifestyle and wellbeing

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Focus group

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 
Sexual orientation 
Prefer not to say
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? 
Types of health and care professionals engaged 
Does the information include other people's views? 
Not applicable
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Network related impact
Tangible impact (not cost related)

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.