Having attended several patient events recently, it has been interesting to be reminded of some of the things that matter most to patients, says the NPA

Understanding the types of things patients want from their pharmacy enables pharmacy staff to provide them with the best possible service. Even simple changes can make a big difference, as highlighted below.

1. Patient confidentiality

Patients may have concerns about confidentiality when, for example, they are asked to provide their address within earshot of others, or when they wish to speak about a private or embarrassing topic. In such situations, it will be helpful to consider moving to a quieter spot within the pharmacy, or to the consultation room. It may also be necessary to refer the patient to the pharmacist in some circumstances. 

Staff should consider other possible situations where patients may be concerned about confidentiality and respond according to the pharmacy’s standard operating procedures (SOPs). The pharmacy’s practice leaflet can also be used as a tool to explain how it complies with the NHS Code of Practice on confidentiality, as well as standards set by pharmacy regulators.

2. Information about changes to medicines

Variations in packaging and appearance among generic products from different manufacturers and differing brands can lead to confusion and distress in some patients – particularly the elderly. Pharmacy teams should ensure that sufficient information is provided to patients so that they can take their medicines safely and effectively, and have their questions answered.

3. Awareness and understanding of local needs

The pharmacist and the pharmacy support team should focus on the main health needs within the local community. People like to feel that you understand them as a whole person, including the community context in which they live. Support staff are very well placed to get involved in the community by supporting local health events or by proactively supporting patients to change their health behaviours in response to health issues of local concern, such as smoking or alcohol. Engage with local community or voluntary groups and identify the most common disease areas that affect your patients by reviewing your official local Pharmaceutical Needs Assessment (PNA).

4. Provision of care regardless of religious, cultural or moral beliefs

Some patients may be concerned that they will not be treated with respect or dignity because of their religion, or cultural or moral beliefs. Pharmacy teams should ensure that all patients are treated equally with high quality care, regardless of whether or not their beliefs or lifestyle choices are the same as the staff members’. 

5. Staff identification

Patients and customers often find it helpful to know who they are dealing with in the pharmacy team. This can help build rapport and it improves customer service. Simple measures such as name badges or introducing your name and role when answering a call can facilitate this.

Find out more

As part of the NPA’s new ‘Essential pharmacy business pack’, a skills matrix has been produced. This can be used to review staff skills and highlight gaps in knowledge, as well as training requirements, and is a useful development tool for all members of the pharmacy team.