Research findings from Healthwatch Southend | February 2025
About this research
Healthwatch Southend surveyed 121 local residents to understand awareness and experiences of Pharmacy First, the national scheme allowing community pharmacists to diagnose and treat seven common conditions. The scheme launched in April 2024 to help improve access to healthcare.
Key statistics
53% had heard of Pharmacy First
56% of those aware had used the service
81% said the consultation met their needs
89% felt involved in treatment decisions
Key findings
Awareness varies: Just over half of respondents had heard of Pharmacy First, mainly through information in pharmacies or word of mouth. Younger people (aged 13-24) showed lower awareness.
Positive experiences: Those who used the service were largely satisfied, with most waiting under 15 minutes to be seen and feeling confident in the diagnosis and treatment.
Quick access: 74% of users went directly to the pharmacy without trying to book a GP appointment first, showing the service can reduce pressure on general practice.
Condition concerns: People were less comfortable using the service for shingles and uncomplicated urinary tract infections compared to other conditions like sore throat and insect bites.
Safety worries: Main concerns included missing something more serious, still needing to see a GP afterwards, and pharmacists’ training and qualifications.
What people told us
The positives
Most people who used Pharmacy First had good experiences:
- 81% were seen in 15 minutes or less
- 81% felt confident about the diagnosis and treatment
- 89% felt involved in decisions about their care
- 73% didn’t need to be referred elsewhere
Patient quote: “I was delighted to read about Pharmacy First as I have had occasional bouts of sinusitis, which is extremely painful. The pharmacist confirmed my diagnosis and prescribed antibiotics.”
Patient quote: “Pharmacists have a fund of medical knowledge which until now hasn’t been available. Pharmacy First is about the only good thing that recent governments have enacted.”
The concerns
Some people raised important safety worries:
- Difficulty recognising symptoms of some conditions without clinical knowledge
- Uncertainty about when a condition is simple or needs GP input
- Concerns about pharmacists being too cautious and not providing treatment
- Worries about confidentiality in busy pharmacies
Patient quote: “Course of antibiotics did not work. Tried to contact GP for appointment as advised by pharmacist after initial consultation. GP practice tried to again send me to a pharmacist. I ended up in hospital.”
Patient quote: “These conditions require self diagnosis – not everyone can decide for example whether a UTI is complicated or not.”
Recommendations for the ICB
Recommendation 1: Raise awareness
The ICB needs to do more to promote Pharmacy First, considering the needs of diverse communities in Southend. This should:
- Use plain language about symptoms rather than clinical terms like “impetigo”
- Use various communication channels and community partners
- Target groups who aren’t currently using the service, based on feedback from pharmacists and GPs
How we’ll know this is working: More residents from diverse backgrounds will know about and use Pharmacy First, and promotional materials will be easier to understand.
Recommendation 2: Build confidence in safety
Pharmacists and the ICB should develop messages that reassure people about:
- Pharmacists’ training and qualifications
- How risks and concerns are identified and managed
- When it’s appropriate to use the service, particularly for shingles and urinary tract infections
This information should reach NHS 111 services and GP teams who direct patients to Pharmacy First.
How we’ll know this is working: More people will use Pharmacy First and fewer will tell us they’re worried about safety.
What happens next
Under NHS regulations, the ICB must respond to Healthwatch Southend within 20 working days, explaining what action they will take or why they won’t take action.
Healthwatch Southend will check progress on these recommendations during 2026/27.
This report has been shared with Healthwatch England to inform national development of community pharmacy services. Healthwatch Southend will also gather feedback from local pharmacists and GPs.
About the survey
Healthwatch Southend collected responses through online and paper surveys between late 2024 and early 2025. They promoted the research through their website, social media, SAVS newsletter, and local NHS trust staff networks.
Who responded: 121 people, with good representation across age groups (though younger people aged 13-24 were underrepresented). The majority were female (50%), White British (51%), and had university education (45%).
View the full report on the Healthwatch Southend website