Enter and View: Rowlands Pharmacy New Cross Hospital

Rowlands Pharmacy was told about the visit in advance, so they were expecting us. They worked with us to make the day run smoothly. On the day we spoke to six members of staff and 31 members of the public. A further 21 people left feedback in the comments box that we left at the pharmacy for a week before and after we visited.

Key findings

• Signposting: This was overwhelmingly the biggest issue we heard. People felt the Pharmacy was difficult to find, signs had the brand name or the old one and didn’t clearly state “pharmacy”. Most people had to ask someone at least once for directions (over time this takes many staff hours).
• Seating: People felt there wasn’t enough seating and it was a long time to stand, or the seating was too far away from the counter where their number was called.
• Communication: We heard how people found it hard to listen out for their number to be called and would like a visual prompt alongside it being called out. This also benefits those who are hard of hearing or deaf.
• Parking charges: We understand the pharmacy is not responsible for parking charges. However, it became an issue when people were discharged at a time when the pharmacy wasn’t open and they had to come back to collect their prescription and incurred further charges.
• Opening times and phone line: Patients fed back that the website shows a different time to actual opening times. In trying to confirm this we rang the pharmacy 19 times over different days and times. The line was always busy.
• Prescriptions: On collecting their prescriptions, most people had their medication explained to them.
• Customer service: Staff were friendly and polite.
• Waiting times: Overall, most people were happy with the waiting times and understood that it is a busy pharmacy in a big hospital.