That is the finding of a Healthwatch South Tyneside report, following a survey of pharmacy patients, pharmacies and GP practices.
The Pharmacy First service, launched in January 2024, enables patients to be referred into community pharmacy for a minor illness or an urgent repeat medicine supply.
It enables community pharmacies to complete episodes of care for the following seven common conditions following defined clinical pathways:
- Acute otitis media – one to 17 years
- Impetigo – one year and over
- Infected insect bites – one year and over
- Shingles – 18 years and over
- Sinusitis – 12 years and over
- Sore throat – five years and over
- Uncomplicated urinary tract infections – women 16 to 64 years
Healthwatch surveyed patients who have used the Pharmacy First service to find out what they knew about the service and their experiences, and had 166 responses.
We also heard from six pharmacies and three GP surgeries about their experiences using Pharmacy First, collaborating with the ‘A Better You’ network and South Tyneside’s Local Pharmacy Network.
The survey responses from patients, pharmacies and GP practices would indicate that the introduction of the Pharmacy First service has been received positively.
There was a reasonable recognition rate with two-thirds of patients surveyed saying they had heard of Pharmacy First, of whom 57% said they knew what the service was about. But awareness would improve if Pharmacy First was advertised more via the local media and social media and signposted by other health and social care services.
82.7% of respondents who had used Pharmacy First rated the service as either ‘excellent’, ‘very good’ or ‘good’ and 71% said they found using Pharmacy First easier than using the GP, with pharmacy staff praised for taking their time to listen and explain things clearly.
However, some survey responses indicated gaps in communication between patients, pharmacies and GP practices, meaning that there is sometimes inconsistency in the care that patients receive.
Pharmacies said they wanted increased promotion and scope in terms of the range of conditions included, while the GP practices who took part in the survey were equally supportive of Pharmacy First but some believed there is not a consistent level of service across pharmacies in the borough.
Across all three surveys, one common theme was that patients sometimes struggle to gain clarity on what is being offered to them by their pharmacy. Clearer communication is needed, led by the NHS nationally and regionally.
More clarity on what pharmacies across South Tyneside can offer would help address the perception of some patients that their GP is the only person qualified to see them.
The following recommendations have been sent to service commissioners at North East and North Cumbria Integrated Care Board:
- Pharmacy First should be advertised more widely, particularly in the local media and social media and by other public services. These advertisements should provide clarity on what conditions are covered by Pharmacy First.
- GP practices and pharmacies must communicate clearly with patients on what conditions are covered by Pharmacy First and in which circumstances they will need to book a GP appointment.
- Pharmacies should ensure all staff have the appropriate training and support they need to deliver a consistently high quality of care.
- All pharmacies should continue to consider how they can make their buildings more accessible for those who have disabilities.
- Pharmacies who deliver Pharmacy First should consider implementing a patient feedback process, so users can offer feedback direct to their local pharmacy.
Dave Carter, Chair of Gateshead & South Tyneside LPC, said: “The LPC is delighted with this report. We are pleased that the public experience of Pharmacy First is positive. Pharmacy First is a fantastic service, allowing community pharmacists to give patients expert advice and treatment for many conditions quickly without them having to visit their GP. We hope with more publicity more members of the public will access the service; taking even more pressure off hard pressed GP surgeries.”
Pharmacy First was identified as one of four priority areas in our Operational Plan 2024-26. To read the full report visit: https://www.healthwatchsouthtyneside.co.uk/wp-content/uploads/2025/10/Pharmacy-First-with-LPC-response-August-2025.pdf
