In our response to NICE’s consultation we argued that if pharmacies are to provide some of the services that are provided by GPs, it is important that they offer people recourse to complaints as well as a clear route for sharing their experiences.
We asked that the quality standard includes the requirement for pharmacies to ensure that patient and public involvement is built in into their decision-making structures. Clearly demonstrating how patient experiences, including complaints and compliments are used to make the service more effective in meeting the needs of patients and the public.
We shared patient feedback to highlight some issues that need to be considered in the implementation of the standard such as:
- Changing perceptions amongst service users of community pharmacies and increasing confidence in the skills and knowledge of staff, and
- The independence of pharmacists, especially their ability to make decisions and their ability to prescribe.