Lambeth Pulse: Pharmacy Services

As of 31 January 2024, Pharmacy First enables members of the public to access treatment for seven common conditions at the pharmacy, without the need for a GP appointment or prescription. The scheme was launched as part of the NHS’s plan to improve access to primary care and to ease pressure on GP services. As pharmacies take on a bigger role in primary care, it’s crucial to learn more about people’s usage and perceptions of pharmacy services. In this context, experiences of pharmacy services was chosen as the first topic for the monthly Lambeth Pulse survey.

Key Findings

Our survey found that respondents already access pharmacy services regularly, with three fifths (60%) of respondents going to the pharmacy at least once a month. Nearly all respondents used pharmacies to buy medicine and collect prescriptions. Many also used pharmacies to get treatment and advice on medical conditions, but more specialised services, such as blood pressure checks, were largely unused and unknown.  

Our survey found that just under three quarters of respondents (71.43%) were already receiving treatment for common conditions at the pharmacy, and that 79% of participants would feel comfortable receiving such treatment at the pharmacy.  

Most participants were happy to access health services at both the pharmacy and the GP, but people generally preferred the GP for more specialised services. Furthermore, while most (73%) people felt positively about pharmacists’ knowledge and expertise, several participants commented that the quality of service varied greatly between pharmacists.  

Overall, respondents reported positive experiences at the pharmacy. However, privacy at the pharmacy was viewed negatively. 37% of respondents rated privacy at the pharmacy as either “Poor” or “Very poor”, while another third (31%) of responses rated it as “Neither good nor bad”. Two respondents commented on the lack of confidentiality when giving out personal details (e.g. name or DOB) when collecting a prescription, while another wished there was a private consultation room for discussing health issues with the pharmacist.

Conclusions

While most respondents felt positively about receiving primary care at the pharmacy, there are a few points of concern:

• Awareness – many people are unaware of what their pharmacy can provide. While not all pharmacies offer the same services, raising awareness of the services they can provide may ensure people can easily access the care that they need.
• Confidence – despite positive attitudes towards pharmacies, many people still view GPs as their first point of care, especially for more specialised services. While raising awareness is crucial, people must also feel confident about the quality of treatment they will receive at the pharmacy.
• Privacy – people are concerned by the lack of privacy at the pharmacy. As the services offered become more specialised, privacy is likely to become a deciding factor when choosing where to access treatment.

The full report is available to download below.

For more information on the report, or future pulse surveys, please contact our project lead, Eulalia Gonzalez: eulalia.gonzalez@healthwatchlambeth.org.uk