Residents views of local pharmacy services in Hartlepool

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Summary of report content

Healthwatch Hartlepool conducted an investigation into local residents' views of the pharmacy services in the area. There were 213 respondents to online questionnaires and face-to-face interviews, from July to October 2018. The report found that the majority of local residents are satisfied with the quality of the pharmacy services as well as with the staff that provide these services. Those that were dissatisfied with the pharmacies reported that this was due to long waiting times, lack of staff and being overheard when discussing sensitive issues. Respondents reported that they would use their local pharmacy as a first port of call for treatment of a minor illness. A third of respondents were unaware that electronic prescription services were available to them. Recommendations were made including that: Findings from individual Pharmacies are noted and whenever possible any concerns highlighted within the report are considered and acted upon; Pharmacies need to find ways of making conversations with patients less audible to other customers using the pharmacy, either through use greater use and promotion of the consulting room or by other means; Pharmacies and GP practices should ensure close working relationships so that repeat dispensing service and repeat prescription service work well. This will ensure patients’ medication is ready for collection at the right time for the patient each month. Pharmacists should ensure within this system that there is a conversation with the patient to check if any medication has changed; Individual pharmacies should clearly display information on advice and services that are available to the public, as well as information on their staff and their qualifications. This will inform patients on the type of advice they may ask pharmacy assistants, dispensing technicians and the pharmacist; and Concerns raised by customers around the behaviour of some methadone patients is noted and consideration if given to future methadone service delivery.

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General details

Report title 
Residents views of local pharmacy services in Hartlepool
Local Healthwatch 
Healthwatch Hartlepool
Date of publication 
Tuesday, 22 January, 2019
Date evidence capture began 
Monday, 2 July, 2018
Date evidence capture finished 
Monday, 29 October, 2018
Type of report 
Key themes 
Car parking access
Communication between staff and patients
Information providing
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
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? 
Website Feedback

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 
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.