Pharmacy services in Coventry: What is important to local people
We gathered the views of over 700 people about community pharmacy service in Coventry by asking about how they used pharmacy services and what additional things they would also consider using pharmacies for.
We worked with local community pharmacies to distribute a survey to find out:
- How and why people use local pharmacies
- What makes good quality pharmacy services
- Ideas for how pharmacies can further support GP services
Our report and findings led to the creation of a Community Pharmacy Steering group chaired by Public Health in Coventry to provide a forum to consider and take forward ideas.
This group has carried out work to better promote pharmacy services; think about how future services and where they fit with other NHS services; and understand changes to pharmacy services in Coventry.
People told us:
- They valued local pharmacies, with 85% saying they used the same pharmacy all the time.
- The local nature of pharmacies was very important and reflected in decision making about which pharmacy to use
- Relationships with a pharmacy, the pharmacist and staff were important for a significant number of people
- Quality factors identified focused on the customer service and interpersonal skills of staff, with friendly, helpful staff being seen as very important. Providing advice and answering questions was also important to people, along with staff having time to do this
- People were confused about the different methods for repeat prescription ordering
- People were not necessarily aware of all the services that are already available via different pharmacies and it was hard to find information about services
- 58% of respondents would consider using their pharmacy rather than their GP.
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