"It’s opened my eyes to people’s problems ... I have reflected that maybe I am not doing a good job because most of these groups are not getting the same level of care as the general public" (Male pharmacist, aged 29)

"I was surprised to hear about the lack of sensitivity described by some patients ... I was surprised at the lack of patient awareness of MURs and other community pharmacy NHS services" (Female pharmacist, aged 39)

"The amount of information that isn’t told to patients; the assumptions pharmacy teams make about the help patients receive from their GP" (Female dispenser, aged 30) 

"The pharmacy teams need to do better at welcoming underserved communities ... Not to treat patients as a number, to be more attentive" (Female dispenser, aged 30)

"These patients don’t feel part of the community, despite paying their taxes" (Female pharmacist, aged 29)  

"Under-served communities are not getting the same level of care as other patient groups, and their issues are being ignored" (Male pharmacist, aged 29)

 

“Simultaneously being aware of the specific needs of communities and treating everyone as an individual with dignity and respect. Basically, not making assumptions and listening” (Female educational pharmacist, aged 46)

“Making them aware the service exists. Prioritise them without discrimination to others. Time management” (Female medicines counter assistant, aged 46)

“I think the most difficult challenge is the pharmacist being culturally able to understand other people, other lifestyles and respect them. Without real respect the under-served will remain under-served” (Female pharmacy delivery driver, aged 42)