Pharmacy First, prescriptions, and privacy: The Somerset story

We have published a new report sharing what local people told us about their experiences of community pharmacy services. The findings highlight what's working well and where improvements could make a difference.

Between March and October 2025, we spoke to people across Somerset and gathered feedback through conversations and a public survey. The report reflects a wide range of experiences from people who use community pharmacies.

Healthwatch Somerset Advisory Board said:

The report reflects extensive engagement with local communities through surveys, outreach visits, and conversations with residents, carers, and pharmacy teams, ensuring that a wide range of voices have been heard.

The report shows that community pharmacies are highly valued as trusted and accessible healthcare services in local communities. Many people described pharmacists as caring, approachable and supportive. They also appreciated being able to access advice and treatment quickly and close to home.

Confidence in managing repeat prescriptions was generally high. Most people said they preferred using their local pharmacy rather than online services.

Alongside these positive experiences, people identified areas where improvements are needed. Feedback highlighted:

• Low awareness of the Pharmacy First service

• Confusion about eligibility and age limits for some treatments

• Concerns about privacy when discussing health issues

• Frustration about prescription waiting times

• Uncertainty about how to safely dispose of unused medicines

Overall, the findings show that community pharmacies play an important role in supporting people's health and helping people access care close to home. The report recommends raising awareness of available services, improving privacy where possible, and providing clearer information to help people get the most from their local pharmacy.

Read our full report to explore the findings and recommendations in more detail.