Community pharmacy in Croydon - Views from service users and providers - March 2026

The recent Pharmaceutical Needs Assessment (PNA) (Croydon Council, 2025), provides key information about the delivery of community pharmacy. This report and the survey we carried out seeks to complement the PNA work to give commissioners and service providers greater insight on how Croydon service users see community pharmacy. Another aspect of this project was to gain community pharmacy providers perspective on their experience delivering the service to help provide further insight about this service.

Findings from service users:

• Services currently most used were about medicines and tests: To collect medicines, new medicines advice, lateral flow and blood pressure tests.
• Residents would like to use a wider range of services. This included Pharmacy First, new medicines advice and support, blood tests, cholesterol and blood sugar level testing, general health and weight management advice.
• Location was convenient: Most (83%) found their community pharmacy to be very close or close to where they live.
• Opening hours worked for most residents:  95% agreed that hours worked with some particularly welcoming weekend opening.
• Consultation rooms: Just over a third (36%) had used consultation rooms. Of these nearly all (96%) were able to access them, with 92% finding the consultation rooms very comfortable or comfortable. Most told us that the rooms were clean and tidy and staff made them feel at ease.
• Knowledge of Pharmacy First was known by nearly half (44%). Most had heard about Pharmacy First from their GP, a TV advert or other NHS provider.
• Just over a quarter used Pharmacy First (28%). Of those 34% (18% overall) had used it for relevant conditions, such as earache and sore throat. We learnt that nine other conditions were thought to be under Pharmacy First. This included two that were close and others unrelated such as Backache, contraception, flu jabs and overall treatment for health problems. Most were very positive or positive about Pharmacy First as they understood what the service was.
• Most (75%) of those who did not know about Pharmacy First are now aware of it and would use it. Reasons they gave included easier to use as no appointment, easier to access than a GP, helpful and quicker. Of those who said they would not use Pharmacy First, they preferred to see their GP first.
• Prescriptions: Most (53%) expected to collect a prescription within a day and a further 27% in 2 days. We heard that half are influenced by their GP telling them it is ready (45%) or previous prescription experience (28%), with just one in five relying on the NHS App.
• Overall experience of community pharmacy is very positive or positive at 91%. Only one person had a negative experience.
• Improvements: Most suggested longer opening hours, more medicines stock, a reduction in waiting times and quicker services. Smaller themes mentioned included employing more staff, staff attitudes regarding medications delivery, duty of care, better communication, and site improvements. 

Findings from pharmacists:

• Many aspects working well for their pharmacy: All agreed advanced services, including new medicines, vaccine and hypertension machines were beneficial, followed by helping patients and being recognised by patients and residents. 12 pharmacists (75%) saw Pharmacy First as working well.
• There were many challenges: Medicines supply was the highest concern followed by workforce and financial viability. IT systems, security and service development concerned some.
• Patients have been affected as a result. Medicines not being in stock is a concern. Patients go from pharmacy to pharmacy or switch to other medicines. As economically unviable pharmacies are shut, there are greater expectations of Pharmacy First, impacting patient choice on where to go.
• Pharmacy First has affected service for just under half: Some pharmacists find it time consuming, particularly explaining what Pharmacy First is, how it can and cannot support, and the additional administration. They have found benefits, including enhancing their reputation to support patients directly and showing what they can offer.
• Nearly all pharmacists feel very confident or confident in delivering their service.
• Improvements they would like to see:  Pharmacists would like to see better awareness of what Pharmacy First is and what pharmacist are allowed to offer, including the range of services that reduce the burden on other services. They want better and more consistent funding to support staffing and provide more training for staff in different roles.