A Chilton pharmacy has received top praise for their great customer service and convenient location from a recent report carried out by Healthwatch County Durham.
Healthwatch is working with the Local Pharmaceutical Committee (LPC) and Public Health County Durham by listening to the views of the public about their knowledge and use of services available in their local pharmacies.
As part of this work Healthwatch carried out Enter and View visits in three County Durham pharmacies. Healthwatch Authorised Representatives observed service delivery and talked to service users, their families and carers on the premises. The aim was to find out from customers what works well for them and to make recommendations based on what people said, to help the pharmacies and the LPC.
Claire Cowell, Volunteer Support for Healthwatch County Durham said: “We spoke to 37 customers during our three hour visit to Intrahealth Chilton. “Experiences and feedback were unique to individuals but there were some key trends that emerged. “People mainly commented on great customer service, convenient location and stock always being available.
“Comments included: ‘staff are friendly and they remember you, this is important when talking about sensitive issues’ and ‘I was taking medicines in such a way that was counterproductive until they stopped me and talked me through how I should be taking specific medicines. Now I feel better’.
“The Healthwatch team observed good team spirit and staff who took the time to listen to customers, often knowing them personally and using a private space when needed.” Head Pharmacist James Slack said: “Sometimes we are more accessible from an availability perspective to the patients.
“Time constraints do sometimes limit patient interaction with GPs, but I am certain they would give the same advice around medicines if patients asked.
“It is important to note that we are an easy option to access for minor ailments prior to making appointments, and for medication advice too. We found the Enter and View Visit useful in gaining information and feedback from users.”
The full report is available on Healthwatch County Durham’s website, healthwatchcountydurham.co.uk, and includes the survey results, customer feedback, plus observations and recommendations.
Healthwatch County Durham is the consumer champion for local Health and Social Care services. They give patients, service users and the public a voice, and using what they say to influence people who have the power to make things better. For more information contact 01913781037 or email healthwatchcountydurham@pcp.uk.net.