Local pharmacies: People's experiences of using services in Dorset
We were getting feedback from people across Dorset facing issues with medicine shortages and with pharmacy closures and we wanted to find out more about people’s experience of Pharmacy First.
Our survey revealed that the majority of respondents found their pharmacy easy to access, with particularly positive experiences reported for online pharmacies. However, the data also uncovered concerning challenges in more rural areas, where some pharmacy closures, reduced hours and supply issues are having a significant impact on people's ability to obtain necessary medications. We also gathered case studies by speaking to our volunteers and local community sector organisations.
The findings from the report will feed into the Pharmaceutical Needs Assessment, which supports commissioning decisions based on patient needs. The next publication is due before October 2025.
Recommendations
- Closures and reduced hours: To reduce the impact of pharmacy closures and reduced hours we recommend cross-system working to ensure people are better notified of pharmacy closures and changes to opening hours, and that pharmacy teams have enacted improved contingency plans for workforce issues.
- Online pharmacies: We also recommend wider promotion of online pharmacies to help improve access for local people.
- Medicine shortages: We recommend that NHS Dorset work with the Local Pharmacy Committee and the GP Alliance to improve the current situation and ensure that prescribed medication is available for people who need it.
- Pharmacy First: Public communications for the initiative need to have clearer information on the age restrictions and limitations. NHS 111 and GP staff should be offered further training and information to ensure that they understand what’s available, including the age limits, when referring people to Pharmacy First.
- Reasonable adjustments: We recommend that NHS Dorset share clear expectations of the adjustments pharmacies should be making to provide medication, information and physical access to pharmacies in reasonable ways that meets people’s needs.
- Prescription Costs: We recommend that the NHS prescription prepayment certificate (PPC) service is more widely promoted to ensure that people who have regular prescriptions access and benefit from any cost savings available to them.
Read our report
If you would like this report in a different format, email enquiries@healthwatchdorset.co.uk or call 0300 111 0102.
