The Pharmaceutical Journal
Vol 270 No 7243 p462
5 April 2003

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Customers worried about loss of pharmacies

A new survey has revealed a high level of customer concern at the prospect of a reduced local pharmacy service.

The research shows that nearly four out of five adults are worried about the risk of reduced pharmacy services or pharmacy closures that might occur if the Office of Fair Trading's recommendation is implemented. In particular, 88 per cent of mothers with young children and 85 per cent of older people expressed concern.

Customer loyalty to pharmacies was also highlighted by the research. Altogether, 80 per cent regarded their local pharmacy as the most convenient place to buy medicines. And 53 per cent had been regular customers of their local pharmacy for more than 10 years.

The ICM survey was commissioned by the National Pharmaceutical Association and involved a random sample of 1,088 adults who were interviewed by telephone at the end of March.

Meanwhile, a second patient survey carried out by Nucare and the Patients Association shows that 96 per cent of respondents tend to go to a pharmacy where they get advice. The survey of over 7,200 people was carried out in 1,200 pharmacies. When choosing a pharmacy, 92 per cent identified professional services as important, 95 per cent good advice and 85 per cent a long-standing relationship with staff. Nearly all respondents — 99 per cent — wanted the pharmacy to stay where it was and not be moved into a supermarket.