Our latest report explores people’s experiences of accessing community pharmacies in West Essex, following on from our 2023 report on the same topic.
Alongside Healthwatch Hertfordshire, we were commissioned by the Hertfordshire and West Essex Integrated Care Board to conduct in-depth engagement on experiences of community pharmacies in the region.
Our joint findings were that:
- The use of pharmacies was high among residents, with almost three-quarters of the population in both Hertfordshire and West Essex using pharmacies monthly.
- There is limited public awareness of the full range of pharmacy services, including NHS Pharmacy First.
- Most felt that their pharmacy was easily accessible.
- Most residents praised pharmacists for being friendly, professional, and supportive, which helped build trust and provided reassurance.
- Pharmacies were a trusted pillar of the primary care system, and residents had high levels of trust in their ability to manage minor ailments and new medications.
- Residents had mixed views on whether pharmacies offered a personalised service.
- There was a concern over the level of privacy in pharmacies; many felt less comfortable in pharmacies when private consultation rooms were unavailable, and interactions occurred in earshot of other customers.
- Some residents felt that their pharmacy and GP practice work well together, and that repeat prescription services were efficient.
- Many residents saw pharmacies as an ‘underused’ resource, while others thought pharmacies were ‘overstretched’.
You can read more about all of our findings, including localised findings for West Essex, and our recommendations in the full report.