The use of community pharmacies in North West England: an observational study

Background There are few studies of community pharmacy footfall and activity in the existing literature, especially by direct observation. Objective To describe the characteristics of counter interactions between pharmacy staff and customers. Method Structured observation of all interactions between pharmacy staff and customers across the weekly opening hours of five pharmacies diverse in location and ownership. Key findings Three‐quarters (76%) of observed interactions were associated with prescriptions, but a significant minority accessed cognitive services. Conclusions Dispensing was the primary activity across the diverse range of pharmacies. Reasons for visits are diversifying into advice and services, particularly among younger users.