Service User Experience

Convenience, accessibility and familiarity were consistent strengths of pharmacy-based services for users. Many service users valued pharmacies because they were near home or work, had extended hours and allowed continuity with the same pharmacist. Personalised advice improved engagement when linked to the user's condition or delivered with smartphone-enabled ECG technology. Trust and rapport affected users' willingness to engage in pharmacy services. Privacy concerns, time pressure, staff availability and uncertainty about pharmacists' roles were barriers to service-user engagement.