What you told us about local pharmacy services and what to do if something goes wrong

We regularly hear from people across North Yorkshire about their experiences of using community pharmacies, from medicine shortages and delays to excellent service and emergency support. 

We have brought together what you told us alongside practical advice to help you understand what may be happening and what you can do.

Community pharmacies are often the most accessible part of the NHS. They provide vital advice, dispense prescriptions and support people managing long term conditions. 

While many experiences are positive, we also hear from people when something does not go to plan. 

By sharing the themes we hear most often, we hope to explain why certain issues arise and help you know what steps to take if you are affected.

“There is a lack of medication available in my pharmacy”

Healthwatch hears from people who are worried when they go to collect their prescription only to be told their medicine is out of stock. This can be stressful and confusing, especially if it is a medication you rely on every day.

Why does this happen?

There are many reasons why your local pharmacy may not have the medication you need. Some of the most common include:

• Supply chain issues. There can be delays in manufacturing or problems transporting medicines from suppliers. This affects pharmacies nationally.
• Increased demand. If more people than expected need the same medicine, pharmacies can temporarily run out.
• National shortages. Occasionally, certain medicines are in short supply across the whole country.
• Different pack sizes or brands. The specific brand or dosage prescribed may not be available, even if an alternative is.

Pharmacies do their best to manage stock carefully, but shortages can happen from time to time.

What can you do?

If your prescription cannot be filled straight away:

• Ask your pharmacist for advice. They may supply part of your prescription or suggest an alternative for your GP to approve.
• Speak to your GP or prescriber about whether another brand, strength or formulation would work.
• Check with other pharmacies. Some chains and apps allow you to check stock at nearby branches. Always ask your local pharmacy what the best way is to check availability.
• Use the NHS App to see when your prescription is ready to collect, helping avoid unnecessary trips.

You should never stop taking prescribed medication without medical advice. If you are running low, let your pharmacist or GP know as soon as possible.

“I asked the pharmacist and my prescribed medications or allergies were not there”

Some people have told us they were concerned when their medication history or allergies were not visible to the pharmacy team.

Why might this happen?

• GP practices and pharmacies use different computer systems. Information does not always transfer automatically.
• New digital systems are being introduced nationally, and there can be early technical issues.
• Records may not yet be fully linked or updated.

Pharmacists are highly trained to keep you safe, but they rely on the information available to them.

What can you do?

• Tell your pharmacist immediately if something is missing from your record.
• Carry a written list of your medicines and allergies, particularly if using a new pharmacy.
• Ask your GP practice to confirm your records are up to date.
• Agree to share information between your GP and pharmacy when asked, so records remain accurate.
• Give feedback if systems are not working well.

“My issue is with my local pharmacy not having medications ready”

We hear from people who arrive to collect their medicines only to find they are not ready.

Why might this happen?

• GP practices often need 4 to 7 days to process prescriptions.
• Even electronic prescriptions must be downloaded, checked and prepared by the pharmacy.
• Pharmacists carry out important safety checks for interactions, dosage and allergies.
• High workloads and staff shortages can slow processing times.
• Prescriptions requested too early may not yet have been authorised.
• Communication gaps between GP practices and pharmacies can cause confusion.

These checks are essential for safety, even if they sometimes cause delays.

What can you do?

• Order repeat prescriptions around 14 days before you run out.
• Check with your pharmacy before travelling to collect.
• Ask your pharmacy about systems such as advance ordering if available.
• Speak to your GP practice if prescriptions are not being authorised promptly.

“My pharmacy has got my medication wrong several times”

While pharmacies work hard to dispense medicines safely, errors can occasionally happen.

Why do errors happen?

• Some prescriptions are complex, particularly when multiple medicines are involved.
• Staff may be working under time pressure.
• Miscommunication between GP practices and pharmacies can lead to incorrect information.

What can you do?

• Check your medicines carefully before leaving the pharmacy.
• Keep an up to date list of all your medications.
• Ask questions if something looks different.
• Report errors to the pharmacy so they can prevent future mistakes.

Never stop or change medication without medical advice.

“I asked for large print labels and was told the printer only does one size”

Accessible information is essential for safe care.

Why might this happen?

• Standard labels are not always designed for accessibility.
• Patient information leaflets are produced by manufacturers and may not offer large print.
• Accessibility needs may not be recorded in your pharmacy or GP records.
• Different pharmacy systems have different capabilities.

What can you do?

• Tell your pharmacy about your accessibility needs so they can record them.
• Ask what options they can provide.
• Provide feedback if reasonable adjustments are not made, as services must meet the Accessible Information Standard.

“The pharmacist was great and gave us an emergency supply”

Pharmacists can sometimes provide an emergency supply of medicine to keep you safe.

When might this happen?

• You have run out and your GP is closed.
• Your repeat prescription has not yet been issued.
• You have lost or damaged your medication.
• You are away from home without your medicines.

What should you do?

• Use the NHS App first to check your prescription status or access NHS 111 online.
• Contact your pharmacy and explain your situation clearly.
• Bring details of your medicines and GP if possible.

Emergency supplies are short term support. They do not replace regular prescriptions.

“I have a brilliant pharmacy team. They are always helpful”

Many people across North Yorkshire tell us about excellent pharmacy care.

Positive experiences often include:

• Friendly and knowledgeable staff.
• Text alerts when medicines are ready.
• Extra advice and support beyond dispensing.

Sharing positive feedback helps recognise good practice and supports improvement across services.

In summary

Community pharmacies play a vital role in keeping people safe and well. While delays, shortages and system issues can happen, there are usually clear reasons and practical steps you can take. Understanding how pharmacies work can help avoid stress and ensure you receive the right care at the right time.

If you have experienced problems accessing medicines, or would like to share a positive experience of your local pharmacy, please contact Healthwatch North Yorkshire. Your feedback helps services understand what is working well and where improvements are needed.